Consumer complaint received 2021-04-23
Company: OPTUM BANK, INC.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have an XXXX XXXX account with OptumBank. The account comes with an ATM card, that I do not use. 

On XX/XX/2021 I logged into my Optum XXXX account to retrieve a tax form. I immediately noticed fraudulent ATM activity. I pulled my ATM card from my cabinet and saw that expired. I called Optum immediately that day and reported the fraud. While on the phone I asked the representative to cancel ALL ATM cards. I asked the rep to remove ATM access from my account entirely as I do not use the ATM card and I didn't want another one reissued. She confirmed she did this on XX/XX/2021. 

Optum apparently reissued a new XXXX card in XX/XX/2021 but they did not notify me by email or phone. Unfortunately, there was rampant mail theft during that time. 

On Optum 's website it says they protect us by " monitoring the account for fraudulent activity '' - for 3 months I never heard from anyone about this very obvious fraudulent activity ( ATM withdraws and gas stations on an XXXX card? ). Additionally, you would also think that given that this followed the issuing of a new card this would have been flagged. 

On or about XX/XX/2021 the charges were still on my account and I had not received any correspondence from Optum. I called again to ask for an update. They said " fraud was reviewing and would reach out ''. I asked when, they could not tell me. All the supervisors were out that day. I asked the rep ( again ) to confirm that ATM access had been suspended, she confirmed. 

On XX/XX/2021, I logged into my account again. And much to my surprise there were NEW fraudulent ATM Charges on my account! Even though they had confirmed twice that all ATM access had been cancelled. In addition, all the previous fraudulent charges remained on my account still. I still had not heard from the Fraud department. 

At this point over {$2800.00} has been fraudulently withdrawn from my account with no action by Optum. I have spent over 3 hours of my time on the phone with them. After my call on XX/XX/XXXX I was assured 1 ) that a supervisor would call me back within 24 hours to confirm my claim was received and the ATM card had been cancelled ; and 2 ) the claim would be submitted within 24-48 hours. 

As of today XX/XX/2021, I still had not received a call from a supervisor. And they said my claim was submitted but it would take 3-5 days for the funds to be returned to my account. 

The money has been missing from my account since XX/XX/2021 and I reported it XX/XX/XXXX. I would remove my funds from this institution immediately if it were not an HSA through my employer. I have reported this to my employer as well and they are also looking into this. If you are an employer considering this company for your employees I encourage you to look somewhere else. 

I am afraid to leave my money with this institution. For over a month I have had to watch my savings get drained with no action by Optum Bank. I've done everything I can to protect myself. Optum is a custodian of our XXXX money. This is not Custodial behavior.

Company response to consumer: Closed with explanation