Consumer complaint received 2026-05-27 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: OPTUM BANK, INC.
State: TX

Complaint narrative:
* * Complaint Summary : Repeated non-receipt of XXXX excess contribution distribution checks ( Optum Bank ) * * I am filing a complaint regarding two checks issued by Optum Bank for a * * Previous Year Excess Contribution Distribution * * from my Health Savings Account that were not received after mailing. # # # Check details : * First check number : XXXX, mailed XX/XX/year> * Second check number : XXXX, mailed XX/XX/year> * Total amount : {$4900.00} * Purpose : Previous Year Excess Contribution Distribution ( XXXX corrective distribution ) Neither check has been received at my address despite two separate issuance attempts. I contacted Optum Bank multiple times regarding this issue. On multiple calls with supervisors, I was informed that * * standard mail is the only available delivery method * * and that this is a * * standardized internal procedure with no exceptions * *, including no tracked mail or direct deposit alternatives. I was also informed that the only resolution offered is to wait for delivery and, if not received, to call back again for reissuance or non-receipt handling. During my most recent call : * Date : XX/XX/year> * Time : XXXX XXXX * Representative : XXXX ( supervisor ) * Outcome : The call ended abruptly during escalation/transition to a feedback survey after I raised concerns regarding repeated non-receipt of both distribution checks. The escalation process was not completed and no resolution was provided. Given : * repeated non-receipt of two mailed checks * multiple supervisor confirmations that only standard mail is permitted with no exceptions * absence of any alternative resolution path beyond repeated re-mailing * inability to complete escalation during the most recent call this issue appears to be a systemic delivery and process failure that has not been resolved through standard customer service channels. -- - # # Requested Resolution I am requesting the following actions : * Immediate investigation into both missing checks * Check # XXXX ( XX/XX/year> ) * Check # XXXX ( XX/XX/year> ) * Total : {$4900.00} ( XXXX excess contribution distribution ) * Confirmation of check status * Whether either check has been cashed, deposited, or compromised * If not, confirmation they remain outstanding * Root cause analysis * Why two separate mailed checks were not delivered * Whether there is a mailing, address, or internal process failure * Secure funds delivery method ( required due to repeated failures ) I am requesting that Optum Bank provide a * * secure and verifiable method * * to deliver my funds, such as : * Direct deposit ( ACH ) to a verified bank account with confirmation of completion * Tracked or certified mail with delivery confirmation ( signature-required if available ) * Or any auditable electronic payment method that provides proof of receipt Given the repeated failure of standard mailed checks, continuing untracked mail reissuance is not a viable resolution. * Completion of XXXX excess contribution distribution * Proper completion of the tax-related distribution process * Confirmation for tax reporting purposes ( including any relevant XXXX documentation ) * Cessation of repeated ineffective reissuance * Do not continue identical untracked mail reissuance without resolving the root cause of delivery failure

Company response to consumer: Closed with explanation