Consumer complaint received 2022-03-07
Company: OPTUM BANK, INC.
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I am writing to file a complaint about Optum Bank ( https : //mycdh.optum.com ). I participated in my employer 's XXXX medical flexible spending account ( medical FSA ), managed by Optum Bank, and the account was funded by my XXXX salary for the purpose of pre-tax savings. Per IRS regulations and the nature of my FSA account, I have till XX/XX/XXXX to file eligible expenses incurred between XX/XX/XXXX and XX/XX/XXXX for reimbursement. 

On XX/XX/XXXX, I filed 5 eligible claims, all incurred between XX/XX/XXXX and XX/XX/XXXX, against my remaining balance left in my FSA account, but the status shown within my account had been " pending '' for several days. On XX/XX/XXXX, 6 days after the filing, I wrote to a senior customer service representative to ask about the claims, but he wanted me to call the customer service line, and told me his email was not a service email -- -- the reason why I had access to his contact is because of a previous inquiry, and another complaint submitted to cfpb in XX/XX/XXXX. The next day on XX/XX/XXXX, I called the only contact phone number my account has referred me to : XXXX, but both the initial representatives I spoke with couldn't locate my account, then finally I was transferred to another representative at a different department, who could finally locate my account-she said my claims have been approved, the fund would be released and directly be deposited by XX/XX/XXXX ; before hanging up the phone on XX/XX/XXXX, I asked that specific representative if there's a contact number that I could reach to someone at Optum, who can locate my account, since I had spent so much time speaking to representatives who could not locate my account, and repeated so many times of my credentials to robots ; she gave me the exact the same numberXXXX, and she didnt have any other number, and representatives at Optum Bank do not make outbound calls. 

I did not receive the reimbursement for my approved claims on XX/XX/XXXX, so I called the service line again on XX/XX/XXXX ( XXXX ; Optum Bank does not have a general email contact information ). I subsequently went through another 4 representatives who could not locate my account, and after expressing my experience from XX/XX/XXXX to the last representative, I got to speak with the 5th : XXXX ( the name she gave me ), she said I was at the wrong department earlier, and that my 5 claims had been approved and it would take 3-5 business days for the fund to be directly deposited into my bank ( the same as what I heard on XX/XX/XXXX ), she also said that from her end, she could see the fund would be deposited by the next day XXXX or the day after ( which was different from what I was told on XX/XX/XXXX ). Unfortunately, today my 5 claims ' status are still " pending '', 20 days after filing. Today is XX/XX/XXXX, and if I don't use out my balance before XX/XX/XXXX, the fund will be forfeited ( by IRS or Optum? ). 

The phone call on XX/XX/XXXX has a reference number : XXXX, after which I wrote to the previous senior representative ( the one told me that his email was not a service email ) and expressed my concern, but no response so far.

Company response to consumer: Closed with explanation