Consumer complaint received 2022-05-17
Company: OPTUM BANK, INC.
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I made two participant contributions to my HSA account with Optum Financial through my employer in XXXX. XXXX on XX/XX/XXXX for {$3600.00} and one on XX/XX/XXXX for {$3600.00}. 

On XX/XX/XXXX I checked the transactions/balance on my Optum Financial account and noticed an HSA Contribution Reversal had been made on XX/XX/XXXX for {$3600.00}. I had not requested this reversal and received no notification about it. I checked with my employer who confirmed they did not request this reversal. My employer did not receive this reversal of funds back into their bank account. 

I called Optum Financial on XX/XX/XXXX to find out what happened. The rep I spoke with confirmed that he could see the reversal had occurred but could not give me any information as to why the reversal had occurred or where the money was. He created a claim with their Research department to investigate this reversal and have it re-issued back into my account. I told him I wanted to know where the request came from and where the funds went. The only insight he could give me was that there was a major website upgrade in XXXX and that maybe an error/glitch occurred in their system. 

On XX/XX/XXXX, I received an email from Optum advising me that all actions were completed on my case opened on XX/XX/XXXX. No further information was provided. My account did show a credit for an HSA Contribution of {$3600.00}. With no further information provided, I still had no idea why or how this happened without authorization or notification to me or my employer. 

I called Optum again that same day ( XX/XX/XXXX ) and spoke with another rep. After explaining the situation, I asked her to provide a tracker for the transaction. She said she didnt have one because the case file only had a note indicating a duplicate transaction. I asked her where the money had gone. She replied that information was not present. I asked her where the authorization or request came from to reverse the contribution. Again, she replied that information was not present. I told her that the transactions in XXXX were on different dates. She confirmed that was also what she saw. I asked her where the duplicate transaction conclusion came from. She replied she had no way of knowing. I asked her to transfer me to the Research department. Her reply was that there was no way to reach them by phone and since the case was marked as closed, she didnt have a way to contact them about the case. The only solution she was able to provide was to open another case referencing the previous one with a note asking that I be contacted and given the missing information. As of XX/XX/XXXX, I have not received a call or an email with any additional information. 

It is troublesome that money in my account disappeared. It wasnt until I caught their error that Optum Financial fixed it. It is even more troublesome that they can not or will not provide an explanation as to why this occurred without authorization from my employer or myself and without any form of notification that a reversal had occurred.

Company response to consumer: Closed with explanation