(CNN) — Hilde Hall says she went straight from her doctor’s office in April to a CVS pharmacy in her Phoenix suburb, eager to fill her first hormone therapy prescription.
The treatment would spur the physical changes in Hall’s body that would reflect her identity as a transgender woman, she said.
“I was finally going to start seeing my body reflect my gender identity and the woman I’ve always known myself to be,” she said.
Her elation quickly turned to anxiety when the pharmacist refused to fill her prescription and humiliated her in front of other customers, she said.
Hall said she called the CVS customer service line twice. When no one addressed her concerns, she decided to file a complaint with the Arizona State Board of Pharmacy on Thursday.
In a statement to CNN, CVS said the pharmacist violated company policies and is no longer employed.
“We also apologize for not appropriately following up on Ms. Hall’s original complaint to CVS, which was due to an unintentional oversight, ” the statement added. “We pride ourselves in addressing customer concerns in a timely manner and we are taking steps to prevent this isolated occurrence from happening again.”
CVS has a perfect score on the Human Rights Campaign’s (HRC) Corporate Equality Index, which ranks businesses based on their support for LGBTQ equality.
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