I utilize OptumXXXX through Optum Bank, and I have been attempting to add an external bank account since XX/XX/26. I attempted to add the bank account through their app, and failed. I then called them. They informed me that the issue was my financial institution that I have my checking account through, XXXX XXXX. This was untrue, as I confirmed when I called them on XX/XX/26. After relaying this information to Optum, I was told I had to submit a physical direct deposit form via email or fax. I emailed and faxed this form on XX/XX/26. After no word, I reached out to Optum on XX/XX/26 and was told that I failed to include a voided check with the form. I worked with a helpful agent named XXXX XXXX and promptly emailed the voided check while on the phone with her on XX/XX/26. The online form states to give them a few business days to process the information.…
CFPB COMPLAINT DATABASE
Optum Bank, Inc.
88 real consumer complaints filed against Optum Bank, Inc. at the Consumer Financial Protection Bureau in the last 12 months. 0 received relief from the company. Median federal response time: 15 days.
Most common issues
- 01Managing an account47
- 02Closing an account12
- 03Problem with a lender or other company charging your account6
- 04Other transaction problem5
- 05Problem caused by your funds being low3
Top states filing
Recent complaints
The 30 most recent complaints against Optum Bank, Inc. where the consumer chose to publish their narrative.
I have initiated multiple trustee-to-trustee HSA transfer requests from Optum Financial to XXXX XXXX Historically, these transfers were processed ( albeit slowly ). However, my most recent transfer in XX/XX/2025 was charged an unexpected {$20.00} fee without clear prior disclosure or explanation. Since then, I have submitted XXXX additional transfer requests, both of which have not been completed. I have received no communication from Optum Financial regarding : - Whether the transfer requests were received - Whether they were rejected or require additional information - Any reason for the delay or failure XXXX has also confirmed they are unable to obtain any status or response from Optum Financial regarding these requests. As the account owner, I am concerned about the lack of transparency, inconsistent processing, and potential obstruction of legitimate asset transfers. I am requesting : 1. A clear explanation of why my transfer requests are not being processed 2.…
Dear Customer Support Team, I am writing to formally file a complaint regarding my recent experiences with your customer service department while attempting to regain access to my account, which is currently locked. This situation has become extremely concerning for me, particularly because the account in question contains my Health Savings Account ( HSA ), and I urgently require access to important information related to it. Over the past few days, I have made multiple attempts to contact your support line to resolve this issue. During XXXX of these calls, I spoke with a customer service representative named XXXX. I was prepared to verify my identity and answer any security questions necessary to regain access to my account. However, instead of assisting me with the verification process or providing guidance on how to resolve the issue, the call was abruptly disconnected by the representative before any meaningful assistance was provided.…
I have a XXXX account with XXXX. Since XXXX weeks I am trying to liquidate the assets and close the XXXX so that funds can be transffered to XXXX. XXXX has already send electronic request. XXXX confirmed they got the request. XXXX will not transfer funds, or close the account. Request to transfer all funds has been made multiple times but XXXX is not working on it. Random rejections or random answers. XXXX keeps cancelling transfers and then apologize for system errors. Feel free to publish this complain. Online forums like XXXX clearly shows ill-intentions by XXXX and lot of users are facing the same issue being held XXXX by XXXX. XXXX : XXXX
XX/XX/year> I tried to use my card to pay for prescription eyeglasses and it was declined. When I called to find out why I was first told that it was because two cards had been linked to my account due to one never having been received and needing a replacement. XX/XX/year> I called again and this time was told it was because the vendor showed up as a software company. XX/XX/year> I tried using my card to pay for prescription eyeglasses and it was declined. When I called to find out why I was told it was because I needed to turn on notifications in the event of a fraud alert and hadnt done that yet and to try again in two hours. XX/XX/year> I tried using my card at the optometrist to pay for my appointment and the card was declined. When I called to find out why I was told it was because someone had attempted to use the card on XXXX XXXX so it was locked. I was told it was unlocked for future use.…
Optum Bank is not releasing my XXXX Funds as requested. They are obligated to release my funds when I submit a request to " XXXX XXXX '' or request payment to a provider. On XXXX of XXXX, XXXX I went onto their portal and attempted to add my Bank account so I could transfer funds into my account to pay myself for a XXXX bill of {$1900.00}. The first part of the process worked but then a XXXX suddenly appeared asking me to validate again and it didn't seem correct. I stopped the process and called Optum. I was told the XXXX XXXX was down and not working. Ok, I submitted a request for the check to be sent to me. On XX/XX/XXXX they removed the funds from my account. On XX/XX/XXXX, I called to follow-up and initiated an online Chat since I still had not received the check. They stopped payment on the check and said they were issuing a new one. I said I wanted the check expedited and needed it that week. They said no they could not do that but would put it in the notes.…
Dear Sir/Madam, I am writing to file a complaint against * * Optum Bank * XXXX regarding an unresolved issue with my Health Savings Account ( HSA ). Despite multiple attempts to resolve the matter directly with the bank, the issue remains unresolved after several weeks. The incident began around * * XX/XX/XXXX * *, when I attempted to make an HSA contribution of * * {$6800.00} * * for the * * XXXX tax year * *, which was within the allowable annual contribution limit. However, due to an * * ACH transaction failure * *, the contribution did not go through successfully. Even though the transaction failed, Optum Banks system incorrectly updated my HSA contribution records as follows : * My * * XXXX contribution limit was incorrectly increased to {$8500.00} ( maximum limit ) * * as if the contribution had been completed. * My * * XXXX contribution limit was reduced to a negative amount of approximately - {$5200.00} * *.…
I had a XXXX XXXX Account ( XXXX ) with Optum Bank that was opened with a former employer prior to XXXX. The account had been dormant for several years. I recently received a notification that the account had a negative balance of approximately {$3.00} due to ongoing monthly maintenance fees. I was not aware that the account was being depleted by maintenance fees over time and did not receive clear notice that the balance was approaching XXXX or that fees would continue once the account was effectively empty or dormant. When I received the negative balance notification, I immediately contacted the bank and closed the account. I am requesting a full review of the account history and reimbursement of maintenance fees that depleted the account balance, as well as confirmation that the negative balance has been waived. I would also like copies of the fee schedule and notices that were allegedly sent regarding these fees.
On XX/XX/year> my health saving account was hacked and drained of {$1200.00} by someone in a different state all used on XXXX from XXXX. I have contacted Optum Financial six times since this hacking. The first call the representative told me their fraud department would call me within two business days. The second rep told me to fill out a forum and either mail it or fax it to them, but they emailed me the wrong forum and hung up. The third rep I called emailed me the correct forum and told me the fraud department would get back to me in 3-5 business days. I called five business days later and a rep told me there was no forum received, and that was not the standard procedure. The rep then told me I could file the request online and then hung up on me before giving me any information. I called back twice and they hung up immediately both times after being on hold, before even speaking with me.…
I requested a rollover of my XXXX XXXX XXXX XXXX XXXX XXXX funds, totaling {$31000.00}, to XXXX XXXX. The request for this transfer was initiated over two months ago. Despite my diligent follow-ups, Optum Bank has failed to execute the transfer within a reasonable industry timeframe. This delay is not merely an administrative oversight ; it is a breach of fiduciary responsibility to provide timely access to my funds./ *
To Whom It May Concern : I am writing to file a formal complaint against Optum Bank, the custodian of my Health Savings Account ( HSA ), regarding monthly fees that were charged to my account without any prior disclosure or notice. This is regarding OPTUM BANK account XXXX name : XXXX XXXX XXXX I opened my HSA with Optum Bank in XXXX, and at no pointeither during account setup or afterwardwas I informed of any monthly maintenance fees. Optum Bank recently stated that a welcome kit containing a fee schedule was mailed to me in XXXX. However, I never received such a welcome kit or any documentation disclosing a monthly fee. Despite having no knowledge of these charges, Optum Bank deducted {$3.00} per month in maintenance fees from my HSA over the period of XX/XX/XXXX through XX/XX/XXXX. These fees were never disclosed, not communicated in advance, and were not authorized with informed consent.…
Complaint Regarding Unauthorized Closure of HSA Account and Missing Funds Optum Bank I am submitting this complaint regarding serious concerns about the handling of my Health Savings Account ( HSA ) by Optum Bank. I maintained an XXXX account with Optum Bank associated with debit card ending in XXXX. The account contained approximately {$2200.00}. I was unable to access my account and contacted Optum Bank customer service on XX/XX/year>, to inquire about the issue. During this call, I was informed by a customer service representative that my account had been closed and that a check had been mailed to me for the remaining balance. This was the first time I was made aware that my account had been closed. I never received prior written notification of closure, nor have I received any check.…
Optum Bank sent me an e-mail on XX/XX/XXXX to alert that tax information was available on-line. I could not access my account due to an error with my user ID and password. I attempted to log on XX/XX/XXXX and was denied again at this point I phoned Optum Bank and their service team was unable establish a user ID and password. The team member assured me the team would reach out to me within 3 days to resolve my issue. No one attempted to reach me. On XX/XX/XXXX I phoned Optum Bank to assist me with user ID and password issue. Once again, the issue was not resolved. So ere we are. Nine days later I have no tax forms, can not access my account and can not liquidate my account. I can not access my account number at this time
I requested a yearly report be sent to my email because the wont allow me to generate a yearly report online. I waited over XXXX weeks. XXXX request was about third week of XX/XX/year>. I made a second request XXXX weeks later. Its now XX/XX/XXXX, and still I have nothing. I need the report for itemized deductions on my taxes XXXX XXXX XXXX
On XX/XX/XXXX, I initiated a trustee-to-trustee transfer of funds from a legacy HSA account to my current HSA custodian. The receiving custodian incorrectly coded this transfer as a regular contribution rather than as a transfer. As a result of this misclassification, my account reflects contributions exceeding the XXXX annual HSA contribution limit, creating potential IRS tax penalties. I discovered the issue on XX/XX/XXXX, and immediately contacted the custodian to dispute the error. At their request, I completed and submitted a transfer form on XX/XX/XXXX. Despite this, the reporting error has not been corrected. My original service ticket was closed without resolution, and the custodian instead opened a new ticket and transferred a small remaining balance from the legacy account without my authorization. Each time I contact customer service, I am told the matter will be escalated and that a supervisor will respond within 23 business days. No follow-up has occurred.…
I am submitting this complaint regarding Optum Banks ongoing improper assessment of a {$3.00} monthly maintenance fee on my account beginning XX/XX/XXXXXXXX XXXX, 2020. The fee, labeled as a Monthly Investment Fee, is disclosed as applying only to accounts that maintain a balance below {$2000.00}. However, my account balance has consistently remained above {$2000.00} since the account was opened. As of the date of this complaint, my balance is {$2800.00}. Despite meeting the minimum balance requirement at all times, Optum Bank has continued to charge this {$3.00} monthly fee for the past XXXX years. I have contacted Optum Bank multiple times in an effort to resolve this matter. Specifically, I called on : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX During each of these calls, the representatives confirmed that my account balance has consistently exceeded {$2000.00} and acknowledged that the fee should not be applied under those circumstances.…
I submitted my XXXX transfer for the XXXX account via XXXX on XX/XX/year>. Optum ( inexplicably ) can not transfer assets. That means that I had to liquidate my account ( a taxable event in California ) prior to the transfer going through. XXXX says the request was sent to Optum on XX/XX/year>. No word at all from Optum. Just cash sitting in my account doing nothing. I called Optum this morning. They said they just received XXXX 's request on XX/XX/year> ( more than 3 weeks after XXXX sent the request... ). Per the rep at Optum, the actual transfer could take up to 6 weeks now that they've received the request. This is egregious and an obvious attempt for Optum to keep funds on their books and prevent consumers from freely moving their account elsewhere. The need to liquidate holding ( something the XXXX system is SPECIFICALLY designed to work around ) is truly unbelievable. On top of all this, Optum charges a fee to outgoing XXXX transfers.
I requested the trustee transfer form to transfer funds to my new employers HSA and uploaded it per optums instructions as well as turned the form over to the branch of the new financial institution. The upload was completed XX/XX/XXXX, I continued to follow up weekly to confirm receipt of the uploaded document, a representative said they couldnt escalate the issue of non receipt because it wasnt after the 10 day turnaround quoted as XX/XX/XXXX because of the holiday XX/XX/XXXX. I reached out on XX/XX/XXXX to confirm receipt of the trustee transfer form and they couldn't locate it, I escalated again and uploaded the form again. I received a call back and closure email with no resolution on XX/XX/XXXX funds are still in the account. I called XX/XX/XXXX and escalated again to manager to confirm receipt of the form. No resolution or timeframe on when my funds in an amount over XXXX would be released to the new trustee.
I have been trying to get a reimbursement from a XXXX XXXX Account from Optum Bank. They have refused to provide a refund for a legitimate medical expense ( XXXX XXXX XXXX. I have submitted all the requested documentation. They have been unable to provide a detailed explanation of what they will accept as proof of service. I have spoken with account representatives on at least four occasions. They tell me on the phone that they have everything they need to process my reimbursement. Yet, I subsequently get an online denial without a full explanation.
Optum Bank has significantly delayed the transfer of my Health Savings Account ( HSA ) to XXXX. I requested the transfer XX/XX/XXXX of last year, provided all required information, and the transfer still has not been completed after 810 weeks. Optum has not given me a clear explanation for the delay, and their customer service responses have been inconsistent. This prolonged delay is preventing me from accessing and investing my HSA funds. I am requesting that regulators require Optum Bank to complete the transfer promptly and provide an explanation for the extended delay. My account number : XXXX
Upon logging into my XXXX account with OptumFinancial, noticed XXXX account maintenance fees for {$4.00} each charged on XX/XX/year> and then an additional XXXX $ charge on XX/XX/year>. Also have 11 charges of {$1.00} for paper statement fee. According to fee schedule with the XXXX servicer, these are once monthly fees and should only be charged once. This is {$160.00} over what should have been charged for the month of XX/XX/year>. If I had not logged in to check on the status of my account transfer ( attempting to move funds from Optum XXXX to my current employer XXXX servicer, XXXX Bank ), I would have never known about the overcharging and Optum would have gotten away with {$160.00} in fees they should not have received. Concern is not only for myself, but he thousands of other clients that may be affected.
In late XXXX, I began disputing monthly maintenance fees of {$2.00} that had been charged to my Optum Bank XXXX account since XXXX, despite maintaining an average balance well above {$2000.00} ( the threshold shown on Optum 's public-facing fee schedule at the time, per a screenshot I captured in XX/XX/XXXX ). In XX/XX/XXXX, after over an hour on a recorded phone call with an Optum agent, I was told the fees would be investigated and I would receive an email resolution within 35 business days. No email or follow-up ever arrived. In XX/XX/XXXX ( around XX/XX/XXXX ), I escalated via live chat. Agent XXXX confirmed the fees were due to an internal {$3000.00} average balance requirement ( per " offering code '' or employer-linked update ), but the public website still showed waiver at {$2000.00}. She escalated the case ( XXXX ) to a " concern department '' with a promised email update within 23 business days ( by approximately XX/XX/XXXX ). No email or communication was received.…
I have a XXXX XXXX Account ( XXXX ) through my employer that is held with XXXX. I am currently unable to access my account online. When I attempt to log in through XXXX, I am taken to a page that says " temporarily unavailable '' and the URL ends with " participant_mismatch ''. I have attempted the following troubleshooting steps on my own with no success : resetting my password multiple times, clearing browser cookies, trying a different browser, trying a different computer, and using an incognito window. The same error occurs every time. I have called XXXX customer service XXXX times to try to resolve this issue. During all calls I was told that a supervisor would contact me by phone or email within XXXX minutes to XXXX hours. When the representative said they were transferring me, the line went to an automated survey and then disconnected. I was able to call back and speak with a representative named XXXX once. She assured me that my issue had been escalated.…
My employer changed XXXX ( XXXX XXXX account ) managers from Optum Bank to XXXX. On XX/XX/year>, I submitted a trustee-to-trustee transfer request form to Optum Bank, asking them to liquidate all assets ( cash and stock ) and transfer them to XXXX. I received a reply from XXXX XXXX XXXX, assigning my request a case number, XXXX, and saying that the request would take 4-6 weeks to process and I would be charged a {$20.00} rollover fee. As of today ( XXXX months later ), my Optum account shows no change in the balance or other sign the transfer has been initiated.
Our son XXXX XXXX XXXX XXXX ( birthdate and SSN can be provided separately ), an XXXX of XXXX XXXX, passed away with an XXXX with Optum Financial with a balance of {$1300.00}. On XX/XX/year> I received approval from the State of Virginia to be the XXXX XXXX XXXX XXXX ( he XXXX Intestate ) which was XXXX days after his passing as required by the State of Virginia. I called Optum ( the cXXXX XXXX number on the back of his XXXX Account Card. I then sent, on XX/XX/year>, the XXXX XXXX XXXX and the Certificate / Letter of Qualification allowing me ( XXXX XXXX XXXX ) to be the XXXX XXXX by the State of Virginia , XXXX of XXXX. I sent it " Priority '' to get confirmation that it was delivered but because Optum DOES NOT staff their mail process I was unable to send this " Registered '' to get a signature. I filed a request on their website to cancel the account and receive a refund. As a fiduciary I will send to his XXXX ( a XXXX year old ).…
I have a Commuter Benefits account with my employer, Optum. To access my Commuter Benefits account, I normally go to OptumBank.com and select the " Transportation Services '' link to reach my personal account. However, the " Transportation Services '' link was removed from the Optum Bank page when I checked on XX/XX/year>. There doesn't seem to be another way to access my Commuter Benefits account. I've been calling Optum Bank for several days and getting the absolute runaround. No one seems to know anything about " Transportation Services '' or how to access my Commuter Benefits account, despite Optum Bank literature explaining how to access it. Here are links for proof : https : //www.optum.com/content/dam/optum/consumer-activation/unknown/Transportation_Services_Wired_Commute.pdf and https : //www.optumbank.com/commuter-benefits-accounts.html I created a previous complaint ( XXXX ).…
Optum Bank has failed to provide access to my active HSA by maintaining login credentials tied to a closed account, despite repeated support contacts. I did not have online access to my Optum Bank HSA account for ALL of 2025. I contacted Optum Bank about this issue NINE times, without resolution. They have never responded, not by phone, email or US mail. I have an INACTIVE Optum Bank Health Savings Account, account number XXXX, which is the account that my log in credentials are linked to. However, this inactive account does have my ACTIVE HSA debit cards linked to it. According to Optum Bank customer service representatives, my ACTIVE Optum Bank Health Savings Account, is account number XXXX, but they claim they can not change the account number linked to my log in. When I attempt to register or log in, the system automatically links me to the closed account and provides no option to access my active HSA.…
I have been calling in to Optum Bank who manages my HSA several times because their website tells me to call in to " verify '' my information with them, but their customer service has no idea what I am talking about. I have no online access to my account, they deactivated my HSA debit card and I can not access any of my account statements. Their phone lines don't pick up, and their phone system constantly hangs up on me. I have to call in multiple times per day in an attempt to reach someone. They have locked me out of my account of more than {$3000.00} and are not returning calls or working to resolve the situation. My account was locked out with no notice or reason and they can't figure out how to fix it.
Optum bank administers a XXXX XXXX Account which I currently hold. I repeatedly over the course of several months have uploaded a claim for Optum Bank to process through my XXXX XXXX Account. They have not processed the claim. I contact customer service, they claim they are referring the problem to an escalated level within the company. Nothing happens. I also hold an XXXX account with Optum. Their bill payment feature to providers is not working and their customer service team is either unwilling or unable to fix it. They are holding over {$12000.00} of my money on account and are completely unresponsive to my attempts to get their software to work correctly. Please publish this complaint far and wide so other customers will learn how terrible the customer service is at Optum Bank.
In XX/XX/year>, I enrolled in my employer 's XXXXXXXX XXXX administered by Optum Bank. My employer began payroll deductions immediately. The first deposit of {$1100.00} was placed into a dormant XXXX account from a previous employer an account I had not accessed in approximately 10 years. I did not authorize this, was not notified, and only discovered it after investigating why I had no account access. Over the following XXXX weeks, an additional $ XXXX in payroll deductions were collected by Optum XXXX To date, I have : XXXX. Received no welcome letter, account number, or debit card XXXX. Been unable to register for an account online or via the mobile app XXXX. Found no record of an account when calling Optum 's automated system XXXX. Been given conflicting information by customer service agents XXXX. Been lied to and hung up on by an agent ( XX/XX/year> ).…
Same thing happen to you?
Upload your evidence. We draft a formal complaint with citations in 10 minutes. CFPB legally forces a response in 15 days.