Consumer complaint received 2025-11-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: OPTUM BANK, INC.
State: NC

Complaint narrative:
I am reporting repeated fraudulent activity on my Optum Financial ( Optum Bank ) XXXX account. Most recently, my account was hit with dozens of unauthorized XXXX XXXX  transactions in XXXX. I did not authorize or make any of these charges. These are not qualified medical expenses and are clearly fraudulent. 

Repeated Fraud Incidents : This is the second time I have experienced the exact same pattern of fraudulent activity on my Optum XXXX account : XX/XX/year> : My XXXX debit card was compromised. 

Numerous unauthorized XXXX XXXX  charges were posted. 

I filed disputes, Optum acknowledged the fraud, and my card was canceled and replaced. 

I was told the issue had been resolved. 

XX/XX/year> : The identical fraud pattern occurred again : dozens of unauthorized XXXX XXXX  charges. 

This happened despite using a newly issued card and having no issues with my personal security practices. 

This strongly suggests a systemic vulnerability or ongoing compromise on Optums side. 

Concerns About Systemic Control Failures : This situation appears to reflect a broader failure of Optums fraud-prevention and account-security controls. The system allowed dozens of identical XXXX XXXX  transactionsclearly non-medical and inconsistent with XXXX spendingto process without any restriction, alert, or fraud flag. Even more concerning, the exact same unauthorized transaction pattern occurred twice : once in XXXX and again in XXXX, despite the card being replaced. This indicates that Optum either failed to investigate the original compromise adequately or lacks basic preventative mechanisms such as merchant category blocking, velocity controls, or anomaly detection. Allowing known fraudulent patterns to repeat suggests a systemic deficiency that exposes consumers to ongoing harm and raises serious questions about whether Optum is meeting its obligations to safeguard consumer accounts.

Issues With Optums Response : When I contacted Optum after the second incident, I was told I must dispute each transaction individually, even though the charges are identical and clearly part of a single fraud event. I specifically requested : A bulk fraud case, Escalation to the fraud department, and A full account compromise review, but these requests were dismissed. Optum has not treated this as the coordinated fraud attack that it is, and their process places an unreasonable burden on me despite the obvious pattern. 

Impact : Significant unauthorized depletion of my XXXX funds Delays in recovery due to Optum refusing a bulk investigation Ongoing fear that future attacks will not be prevented Loss of confidence in Optums ability to secure my account What I am requesting : A single, consolidated fraud case addressing all unauthorized transactions Immediate reimbursement under Regulation E protections A complete account compromise and security review, including how this occurred twice Assurance that improved fraud detection measures are being implemented Verification that my replacement card and account are secure Full reimbursement of the XX/XX/year> fraudulent transactions, as the recurrence of the identical attack in XXXX indicates Optum failed to adequately investigate or remediate the original compromise. The repeated nature of the fraud suggests that Optum did not maintain adequate preventative controls, and I am requesting that all XXXX losses be fully restored given the banks failure to prevent a known fraud pattern from happening again. 

Optums handling of this repeated fraud is unreasonable, inadequate, and inconsistent with the protections afforded to consumers under the Electronic Fund Transfer Act and Regulation E. I am requesting CFPB assistance to ensure this matter is resolved properly and to hold Optum accountable for failing to prevent and address these unauthorized transactions.

Company response to consumer: Closed with explanation