Consumer complaint received 2024-08-25
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: OPTUM BANK, INC. (MD)

Summary : I have aXX/XX/XXXX with a health savings account ( HSA ) offered by XXXX. XXXX is XXXX 's vendor and is responsible for sending checks. I went to a XXXX XX/XX/XXXXon XX/XX/XXXX. I was billed for that visit by XXXX ( {$330.00} ). I paid XXXX in full on XX/XX/XXXX for this visit using my XXXX debit card online on XXXX 's portal. To fulfill this online payment, XXXX sent a check from my account to pay XXXX but they sent it to the wrong billing address. An unauthorized third-party cashed my check on XX/XX/XXXX. XXXX submitted a fraud form confirming they did not cash the check. XXXX has also sent XXXX XXXX XXXX debt collection to collect this money from me. Over the past year, I have been contacting XXXX for a reimbursement. XXXX has been extremely uncooperative and has just restated the check was cashed. XXXX has a policy where they are state they will protect customers from unauthorized transactions and they are not honoring it. I want them to reimburse me {$330.00} because they sent the check to the wrong address and permitted a random third-party to cash it. I am now required to pay for the same healthcare services twice due to XXXX and its vendor XXXX 's error. ( Additionally, they have sent a check to the wrong address twice but in the other situation the provider did not cash the check. I have clear documentation of their mistake with this provider as well ). 

A detailed timeline follows : ( XXXX ) I am enrolled in fully-insured employer-sponsored coverage through XXXX XXXX ( XXXX XXXX XXXX I live in XXXX,XX/XX/XXXX At all times relevant to this complaint I was covered by XXXX. My employer also offers a health savings account ( HSA ) through XXXX. XXXX has a vendor called XXXX that sends funds from my XXXX account to providers. 
( XXXX ) I went to the XXXX XXXX XXXX in XXXX, XX/XX/XXXX on XX/XX/XXXX for treatment of XXXX. In relevant part, I was billed {$330.00} from XXXX. On XX/XX/XXXX I logged into my XX/XX/XXXX portal where it shows claims I XXXX pay. I clicked on the XXXX claim in the amount of {$330.00}. Then the XXXX portal ( separate website page ) popped up where I could submit my payment information. I input my XXXX debit card payment information to pay the {$330.00} bill. It processes and my XXXX transactions statement reflects this amount was deducted on this day. 
( XXXX ) I began receiving bills in the mail from XXXX that {$330.00} had not been paid. I thought their billing records had not been updated first, then I decided to follow-up on this issue. 
( XXXX ) I call XXXX multiple times in late XXXX or early XXXX. On XX/XX/XXXX, I received confirmation from XXXX via email that XXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XX/XX/XXXXXXXX ) was sent my check of {$330.00} and that they cashed it on XX/XX/XXXX. 
( XXXX ) On XX/XX/XXXX I finally receive a response from XXXX via email that XXXXXX/XX/XXXX XXXX ] with XX/XX/XXXXXXXX XXXX and all our lock boxes are in XXXXXX/XX/XXXX Payments can be sent to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXXXXX. On XX/XX/XXXX, XXXX let me know that XXXX sent them a fraud form to complete to prove they did not receive the money. On XX/XX/XXXX, XXXX let me know they still have not completed the fraud report and sent it back to XXXX or XXXX. 
( XXXX ) On XX/XX/XXXX, I filed a formal complaint with XXXX to recoup the funds they sent to the wrong provider. I was told on the phone that XXXX would reach out to XXXX to complete a fraud report and request XXXX XXXX XXXX send back to XXXX the {$330.00} so it would be refunded to my account. 
( XXXX ) I contacted XXXX via email on XX/XX/XXXX, XXXX, and XXXX, XXXX requesting a status update. I received no response as of XX/XX/XXXX. I also called once or twice around this time and was not provided any additional information. 
( XXXX ) On XX/XX/XXXX, I called XXXX requesting a status update on this issue. The representative informed me that there was not a complaint open on my account or that she could not find XXXX. The XXXX representative confirmed that no action had been taken on this. 
( XXXX ) On XX/XX/XXXX, XXXX confirmed that on XX/XX/XXXX they sent the fraud documentation to XXXX. 
( XXXX ) On XX/XX/XXXX, XXXX let me know they have forwarded my concern to their customer care department.