Consumer complaint received 2024-03-07
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. (CT)

On XX/XX/XXXX, I received my paycheck and contacted my employer 's PEO as I was concerned my XXXX XXXX XXXX ( XXXX ) contributions would exceed the maximum allowed. I was told " Yes, once you hit the max it will automatically stop being deducted. '' Unfortunately that did not happen. When I received my paycheck on XX/XX/XXXX, I called the PEO requesting they adjust this Excess Contribution before my W2 was issued. 
I was informed the W2 would not be changed and I need to contact the XXXX XXXX to request a refund. 
On XX/XX/XXXX, I completed the XXXX XXXX XXXX form and faxed it to XXXX Bank. The Excess Contribution in the amount of {$130.00} was refunded on XX/XX/XXXX. But a stop pay was placed and the funds of {$130.00} was redeposited into my account on XX/XX/XXXX. 
Unfortunately, I did not realize this until XX/XX/XXXX while I was preparing my taxes for my accountant. In the interim, my employer was acquired by a larger firm. 

On XX/XX/XXXX, I called the XXXX XXXX to inquire about this and was told by the representative I need to resubmit the documentation to release the funds. I agreed but advised they already had this on file. I further explained the urgency as expressed by my accountant to file my taxes. I then asked to speak with a supervisor/manager and was told " the supervisor/manager will not tell you anything different than what I have ''. When I insisted, I was placed on hold and periodically informed the supervisor/.manager is assisting other customers. The phone call lasted around 40 minutes until I hung up. At that time, I uploaded the XXXX XXXX XXXX form through the XXXX XXXX  portal with a message explaining the urgency. On XX/XX/XXXX, I received a return message through the portal with a reference number and to allow XXXX days to process. 

On XX/XX/XXXX, I called the XXXX XXXX again asking to speak with a supervisor/manager, only to receive the same responses as the week before. Still no discussion with a manager/supervisor. 

On XX/XX/XXXX, I messaged through the XXXX XXXX Message portal requesting the status and urged them to remit the refund via Overnight Mail by the end of the week, otherwise I will seek legal action and file a complaint with CFPB. 

Today, XX/XX/XXXX I received a response asking me to confirm the mailing address ( which I have confirmed and advised I had received reimbursement checks in the past with no issues whatsoever ). They confirmed receipt of my XXXX XXXX Refund request on XX/XX/XXXX. " These are the turnaround times for us to complete the request : - 4-6 Business Days for processing - 7-10 Business Days to return check in the mail if a refund was requested Additionally, I have filed a complaint and one of our representatives in a higher level will contact you in the next 10-15 days to discuss about the experience that you have had with this process, further actions will be taken if needed. '' On XX/XX/XXXX, I responded again this is not acceptable and feel like I am only getting the run-around. I expect to have the check for {$130.00} issued immediately and sent to me via Overnight Mail through XXXX, XXXX, etc with signature required at NO COST TO ME. 

Unfortunately, I am only getting the run around from the XXXX XXXX and getting more frustrated. In addition, the added stress of being incurred penalties and/or the additional cost for my accountant to request an extension of my Federal and State taxes due to no fault of my own. 

I have a copy of all of these transcripts should you need them to proceed. 

Your assistance in expediting this matter would be greatly appreciated.