Consumer complaint received 2025-01-28 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: NY

Complaint narrative:
The process to get a reimbursement of funds from my XXXX account at XXXXXXXX XXXX XXXXnitiated back in XX/XX/XXXX. Today is XX/XX/XXXX and have not received my money. 
On XX/XX/XXXX, I initiated the online process to reimburse myself from my XXXX through their portal. I first connected/verified my XXXX XXXX  XXXX XXXX XXXX ) personal checking account successfully. I then set up a reimbursement for {$2100.00} into my personal checking account. 
On XX/XX/XXXX, I realized that the money had not been transferred to my personal account. Without many options online, I called their customer service number. During this first call of 35 minutes, the customer service rep did not solve any of my concerns. Instead, I was subject to an onerous identity confirmation process that asked me at least 5 or 6 different things- I get it, it's for my own safety, but these things typically are confirmed through 2-3 questions top. When I communicated my discontent about the delay in reimbursement, there was no answer or understanding as to why there was a delay. I complained about the lack of communications and lack of solutions. The representative turned to blame to XXXX for not " accepting the funds '' - which should be incorrect as the account was already verified. The rep also blamed me for not having enough funds- which was wrong since I had specifically sold investments and transferred funds to the HSA specifically for this purpose. This person did not offer any solutions or suggested any actions so that my reimbursement would be processed. I had to come up with potential solutions to receive my money back. I suggested using another of my previously used accounts as recipient of my funds. The representative said that should work. So, after hanging up the phone, I proceeded to edit the reimbursement online to transfer the money my other personal account ( XXXXXXXX XXXX XXXX  on the same day. 
Since an ACH transfer of funds usually takes XXXX business days, I followed up with the bank on XX/XX/XXXX. I also decided to call because I noticed that the date of my scheduled transfer transaction on the web portal kept changing to whatever date it was when I logged in to my account. 
This second call took XXXX minutes. During this call the customer rep did not seem aware of my previous call. There was no track in XXXX XXXX XXXX  system that I had made a call. After reinstating my entire story, the customer rep, the person stated that I had only scheduled the reimbursement that day. Or at least that was what their system showed them. After having to argue that their system was wrong and that I had initiated the process way earlier, the customer rep assured me that he'd escalate this situation so that it would be processed and that some progress could be made. I requested that notes were made on my case and to record that the request for transferring funds was made earlier. However, the customer rep assured that the request had been registered on that day ( XX/XX/XXXX ) and that it would now take up to 5 business days to be processed. I again complained about the lack of transparency and communication. No one had emailed me about any issues or with requests for verification. After this call, I have been logging in to my account and taking screenshots of my transaction records - every day, the date changes to the current date. So, it is as if the request for reimbursement had been done that day. 
Today XX/XX/XXXX, after a XXXX call, I have not received any information as to why this is happening. I have not received my reimbursement which is ludicrous. As my bank, XXXX XXXX should give me access to my money, whether as a transfer to my account or through a check, but I have not received my money yet. On today 's call the customer representative still showed signs that this case was not being handled by anyone. There were notes on the system about this situation, but the representative was still handling the situation as if I had just made the request for reimbursement today. The representative again promised that this situation would be escalated and handled by their technology team since apparently, it's an issue with their portal. However, given that there has been no progress since my previous interaction, I was very skeptic about this promise. I mentioned that I had proof of the changing date on their system through the screenshots I have been taking, so this representative shared their email so that I could share the proof. Because even though I have been complaining about the same issue, it's as if I were lying - at least that is how I feel. 
As a bank customer, no one should be jumping so many hoops or waiting for so long to receive one 's money. I do have a debit card from the XXXX that allows me to make approve purchases, but in this case, I am requesting the reimbursement of funds of an approved expense. I still have not received my money.

Company response to consumer: Closed with explanation