Consumer complaint received 2026-03-24 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: OPTUM BANK, INC.
State: KY

Complaint narrative:
I utilize OptumXXXX through Optum Bank, and I have been attempting to add an external bank account since XX/XX/26. I attempted to add the bank account through their app, and failed. I then called them. They informed me that the issue was my financial institution that I have my checking account through, XXXX XXXX. This was untrue, as I confirmed when I called them on XX/XX/26. After relaying this information to Optum, I was told I had to submit a physical direct deposit form via email or fax. I emailed and faxed this form on XX/XX/26. After no word, I reached out to Optum on XX/XX/26 and was told that I failed to include a voided check with the form. I worked with a helpful agent named XXXX XXXX and promptly emailed the voided check while on the phone with her on XX/XX/26. The online form states to give them a few business days to process the information. I hear nothing back until XX/XX/26 when I receive an email from Optum asking me to verify the test amounts they had sent to XXXX to complete the addition of the bank account. I attempt to complete this in the Optum app and online through multiple browsers to no avail. I call Optum on XX/XX/26 to check on this process and I am told it must have been the browser I was using and I must start over and resubmit all the information I have already submitted to them. That they are unable to add the bank account. I let them know that I have already submitted this information and that I need to place a ticket for customer service. I am told that it must have been the browser I was using after they told me again that it must be the other bank, and a laundry list of reasons that we have already resolved. I asked to complete a customer service survey and the call was disconnected with no survey. I asked to receive a call from management and I have not. I was given a case number or ticket number that was invalid and did not refer to my case despite repeating it back to the agent to confirm. I emailed the previous agent that helped me on XX/XX/26 and received a response on XX/XX/26 that they were working on it. I called again on XX/XX/26 and gave them my ticket number to check the status of my bank account addition. The ticket number was invalid and did not exist. I requested to receive a customer service survey and this did not occur. I requested a call from a member of management and this did not occur. I was told it would take XXXX to XXXX business days to resolve my issue. It is now past business hours on XX/XX/26 and I have received no communication from Optum. Each time I contact them the agents are largely unhelpful and even rude and callous. It has been almost a month attempting to add a bank account that should have been a XXXX second task completed on their app, but their technology is insufficient to complete this. I even attempted to add a secondary account from a separate institution just in case the problem was with that checking account in particular. This failed too. I am now submitting a complaint to a third party out of desperation because Optum refuses to help. Additionally, we are approaching the deadline to make contributions to last years XXXX and I have no confidence that Optum will be able to add my bank account by XX/XX/XXXX.

Company response to consumer: Closed with explanation