Consumer complaint received 2024-03-07
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: OPTUM BANK, INC. (NY)

I have an XXXX transit account with Optum Bank, This was linked to my employer but I have left the company as of the XXXX of XX/XX/2024. 

By the time I left my employer, I still around {$790.00} in the account, which was closed and I could no longer access. I then called Optum Bank on the XXXX of XXXX asking what my options were, to what I have been told that I could expense past eligible transport expenses for the time period of the account ( XXXX ) and that Optum Bank would process them and send a check. 

I send a complete package of all my expenses via the right form to the specified e-mail address on the XXXX of XX/XX/2024. While I get an automated answer, I still didn't get any news so I chased them twice via e-mail on the XXXX and XXXX of XXXX. 

I ended up calling Optum Bank again on the XXXX of XXXX to ask for an update. I am being told that this was processed and that I already should have received a check. I said I didn't and the operator said they would resend it. 

A couple of weeks go by, still nothing in the mail. I call them again on the XXXX of XXXX to what I am being told that the claims were never processed because there was an error. They told me they didn't know what the error was and to " just resend the e-mail ''. 

I do this, still no news, I call them on the XXXX of XX/XX/2024. They tell me there was an error because no files were attached even though there were. I suspect they didn't like the zip file I sent ( FYI this concerned >100 transactions, hence the zip file ). 

I resend the file the same day and finally it is being processed. 

I however receive an e-mail on the XXXX of XXXX that some of my expenses were not valid because " the time period lapsed ''. Not understanding what this meant, I call Optum Bank again, to what they told me that I had 2 months from the date of the expense to file the claim. This was never mentioned to me during all my phone calls with Optum. I could not find any terms and conditions for that service online ( even though they provide them for their HSA service ). 

The operator on the phone that day ( called " XXXX '' - case number XXXX ) ends up telling me to look for the general terms and use on their website which specifies nothing regarding their XXXX. Once I told him that, he said that the 2-month period was a federal requirement to which I said it was untrue as other XXXX transit providers provide longer period ( e.g. tri net with 180 days -- > XXXX XXXX XXXX ). 

I then asked him to provide me with the terms and conditions of the XXXX account, which he said he couldn't do via e-mail because of security reasons. He then tells me this was in my welcome pack with my previous employer, to which I have no longer access ( hence me requesting to see the terms and conditions ONLINE ). To what he finally admits that it was an " internal '' thing, hence contradicting himself within the same minute. 

I ask to speak to a manager and remind him that he works for a regulated institution where there are laws that need to be enforced and that I can not just being lied to. 

He transfers me after XXXX to a " manager '', who happened to just be another colleague to which I had to reexplain the situation again. That colleague, more helpful, offered to look for a solution internally and to call me back later today.