Consumer complaint received 2023-02-17
Company: OPTUM BANK, INC.
State: GA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XXXX XXXX XXXX XXXX Optum Financial sent my XXXX funds to the wrong XXXX trustee and my {$6200.00} is in banking limbo and Optum isn't taking any initiative to make it right. 

XX/XX/XXXX : request initiated through XXXX to XXXX transfer funds and close my XXXX account with Optum Financial ( Optum ). 
XX/XX/XXXX : Optum dashboard indicates that {$6200.00} was transferred out of my account and account closed. 
XX/XX/XXXX : Funds not received by XXXX, contacted Optum to determine status. At this time we learned that the funds were sent XX/XX/XXXX so still well within standard transfer timing. 
XXXX XXXX : Funds still not received by XXXX so a XXXX representative joined me on the line to gather more information and requested a copy of the check and routing details to determine whereabouts of the funds. 
XX/XX/XXXX : Optum email me a copy of the check and transfer information. At this point I learn that Optum sent the funds to XXXX XXXX ( XXXX ) based on a transfer request form dated XX/XX/XXXX. 
XX/XX/XXXX : I called XXXX to see what happened to the funds. At this time I was told the check was received but had been flagged in their system as not having an active account to apply to toward. I requested that the check be sent to XXXX and the XXXX customer service person created a case # and told me the request would be initiated within 3-5 business days. 
XX/XX/XXXX ( # XXXX ) : Call XXXX to determine the status of the request as the XXXX funds are still not in my account with XXXX. XXXX customer service tells me the check was marked returned in their system on XX/XX/XXXX. XXXX Rep sounds unsure but tells me this means it was returned to me because that what returned means in their system. 
XX/XX/XXXX ( # XXXX ) : I email XXXX to make sure this is okay because I know that once XXXX funds are out of an account the 60 day clock starts ticking before the IRS treats the funds as income and charges an early withdrawal penalty. XXXX tells me I need a letter from XXXX explaining the circumstances to cover my bases but otherwise shouldn't be a problem. 
XX/XX/XXXX ( # XXXX ) : Call XXXX again to request a letter detailing why the funds were mailed to me but the XXXX Rep couldn't tell me where the check was returned to or why but surmised it actually went to Optum. XXXX XXXX created another case to request this information from the relevant department and told me to call back the following day. 
XX/XX/XXXX ( # XXXX ) : Call Optum to see if they have received the XXXX funds back from XXXX but the Optum Rep has no record in their system. They create a case to investigate whether than funds have been received. 
XX/XX/XXXX ( # XXXX ) : Received an email message from Optum asking me to call them for more information about my active case with them. Immediately called the number provided in the message and after some confusion Optum Rep tells me the investigators need a copy of the check or documentation on where XXXX sent the funds. 
XX/XX/XXXX ( # XXXX ) : Call XXXX to see if I can get a copy of the check and confirmation it was sent to Optum but the XXXX XXXX says they can't access this information so they created a case to gather this information. 
XX/XX/XXXX ( # XXXX ) : Call XXXX to see what they learned in the investigation and they tell me that they don't have any information about where the check went but that I should just assume it means back to sender ( Optum ). 
XX/XX/XXXX ( # XXXX ) : Call Optum hoping they can come up with a way forward, such as cancelling the check and issuing a new one to me or XXXX but the Optum Rep says they can't do that in their department. I asked to escalate to a supervisor, was put on hold and waited for about 30 minutes but eventually gave up.

... and the saga continues [ cue the XXXX XXXX music ], help me CFPB you're me only hope!!!

Company response to consumer: Closed with explanation