Consumer complaint received 2026-06-01 00:00:00
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.
State: UT

Complaint narrative:
SUMMARY OF COMPLAINT Optum Bank failed to process my excess XXXX contribution removal request despite multiple attempts to obtain assistance. I have received contradictory information from company representatives, been promised a refund check that never arrived, and now face a tax filing deadline without resolution. -- - BACKGROUND In XXXX, I contributed to two XXXX due to a job change : - XXXX XXXX ( XX/XX/XXXX ) : {$1300.00} - Optum BankXXXX XXXX ( XXXX XXXX ) : {$7900.00} - Total : {$9200.00} - Annual limit : {$8500.00} - Excess : {$670.00} The IRS deadline to remove excess contributions without penalty was XX/XX/XXXX. Multiple requests to remove the excess was submitted with plenty of time. -- - CHRONOLOGY OF FAILED ATTEMPTS TO RESOLVE CHRONOLOGY OF FAILED ATTEMPTS TO RESOLVE * * Attempt 1 - Email with Official Form ( XX/XX/XXXX ) : * * I emailed Optum Bank 's support email address ( as listed on the official XXXX forms ) with the completed excess contribution removal form and my account information. I received no response whatsoever. * * Attempt 2 - Portal Submission ( XX/XX/XXXX ) : * * I submitted an excess contribution removal request through the Optum Bank online portal. * * Attempt 3 - Phone Call ( Late XX/XX/XXXX ) : * * I called Optum Bank customer service to request removal of the {$670.00} excess contribution. The agent provided conflicting guidance and directed me to submit a formal request via the customer portal, despite the fact that I had already emailed the official form in XXXX with no response. Also received conflicting information about tax documents. * * Attempt 4 - Follow-up Call ( XX/XX/XXXX ) : * * I called back and reached a representative who confirmed they received my request. However, when I asked for status, they provided vague information and suggested I " wait for processing. '' This agent also promised to mail a check. This check never arrived. * * Attempt 5 -Follow up ( XX/XX/XXXX ) : * * I messaged support via the online portal. Receive multiple agents with conflicting information. * * XXXX XXXX ( Case # XXXX ) : * * Confirmed that the check never was cashed. We agreed to resend. '' * * Agent 2 ( Case # XXXX ) : * * New agent took over and told me that there never was an excessive XXXX contribution form filed and advised me to submit a new form. -- - PROBLEM : PATTERN OF SERVICE FAILURES 1. * * Inconsistent Information : * * Two agents gave me contradictory information on the same day, with no explanation for the discrepancy. 2. * * Lack of Communication : * * Support emails go unanswered. Phone representatives provide vague guidance without follow-through. 3. * * Broken Promises : * * In an earlier attempt, an agent promised to mail a check. This check never arrived. 4. * * No Documentation System : * * The company appears unable to track whether a request was actually submitted or processed, suggesting poor internal systems. -- - IMPACT Optum Bank 's failures have created : - Uncertainty about my tax filing status - Repeated wasted time calling back and forth - Stress approaching a critical IRS deadline - Inability to trust the company 's contradictory statements- Potential tax penalties if the removal is not processed in time -- - CONCLUSION I have attempted to resolve this issue in good faith through multiple channels. Optum Bank 's failure to process a straightforward requestcombined with contradictory information, unanswered emails, and broken promiseshas created an unacceptable situation with tax filing implications. I respectfully request the CFPB 's intervention to ensure prompt resolution. Thank you for your assistance.

Company response to consumer: Closed with explanation