Consumer complaint received 2026-02-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: OPTUM BANK, INC.
State: CA

Complaint narrative:
Complaint Regarding Unauthorized Closure of HSA Account and Missing Funds Optum Bank I am submitting this complaint regarding serious concerns about the handling of my Health Savings Account ( HSA ) by Optum Bank. 

I maintained an XXXX account with Optum Bank associated with debit card ending in XXXX. The account contained approximately {$2200.00}. I was unable to access my account and contacted Optum Bank customer service on XX/XX/year>, to inquire about the issue. 

During this call, I was informed by a customer service representative that my account had been closed and that a check had been mailed to me for the remaining balance. This was the first time I was made aware that my account had been closed. I never received prior written notification of closure, nor have I received any check. 

When I requested further details, including : 1.The date the account was closed XXXXThe reason for closure 3.The address to which the check was mailed XXXXThe check number and issuance date XXXXConfirmation of whether the check has been cashed XXXX.A copy of the cleared check ( if applicable ) the representative was unable or unwilling to provide any of this information. 

I further requested that the matter be escalated to a supervisor. Instead, I was transferred multiple times between representatives. Ultimately, I was placed on hold for over XXXX minutes without resolution, and my concerns were not addressed. 

I am extremely concerned about the following issues : My account appears to have been closed without proper notice. 

I have not received the funds that were reportedly mailed to me. 

Optum Bank representatives claim they can not access the closed account and therefore can not provide documentation or reissue the check. 

There has been no confirmation whether the check was cashed, raising concerns about potential fraud or mismanagement of custodial funds. 

As a consumer, I believe I am entitled to clear documentation regarding the closure of my account and the disbursement of my funds. The inability of the bank to provide basic transactional records or verify the status of issued funds is alarming and unacceptable. 

I respectfully request that the CFPB investigate this matter and require Optum Bank to : XXXX. Provide written documentation of the account closure. 
XXXX. Provide proof of check issuance, including check number, date, and mailing address used. 
XXXX. Provide confirmation whether the check has been negotiated and, if so, a copy of the endorsed check. 
XXXX.If the check has not been cashed, immediately stop payment and reissue the funds to my verified current address. 
XXXXRestore access to my transaction history and account records. 

This situation involves approximately {$2200.00} of my XXXX funds, and I am deeply concerned about the security and proper handling of consumer assets. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, CA XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation