Consumer complaint received 2024-11-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: OPTUM BANK, INC.
State: AK

Complaint narrative:
I use Optum Bank for my XXXX checking account and have done so for 8 years. On XX/XX/year> I received an email from Optum Bank with a fraud alert asking if I had spent {$84.00} on XXXXXXXX XXXX. I immediately recognized this as a fraudulent charge and I responded by logging into my checking account to lock my debit card ( which I am still in possession of ) and check my account. I locked the card and located fraudulent charges on my account dating back to XX/XX/year> for {$100.00} at XXXX in XXXX. The fraudulent activity continued on the account with charges in multiple different states to companies clearly not eligible for XXXX purchases ( XXXX, XXXX, XXXX  ect. ). In total, there were 14 fraudulent charges made between XX/XX/year> and XX/XX/year> that were not flagged by Optum. This totaled to {$4400.00} which was spent on the card and withdrawn from my account. Optum did not recognize any of this activity and only contacted me on XX/XX/year> when they sent an email and I stated the XXXXXXXX XXXX charge was fraudulent activity. 

I then contacted Optum by phone on the next business day which was XX/XX/year>. I explained the situation and Optum stated they would not be responsible because I did not report the fraudulent activity within 60 days. From what I have found, Optums Policy states " we must hear from you no later than 60 days after we sent you the first statement on which the error or problem occurred. '' ( This is only what I have found on my own and Optum has not sent me their policy after I have requested it over email. ). 

I notified Optum of the first statement I am challenging as fraud on XX/XX/XXXX. The first statement which I am challenging is the XXXX XXXX which I received on XX/XX/XXXX. Under the 60 day guidelines, XX/XX/XXXX is within 60 days of XX/XX/XXXX. All of the XXXX, XXXX and XXXX fraudulent activity should be covered. This should be a total of {$3900.00}. 

After weeks of going back and forth, I received a letter from Optum stating they would refund {$100.00} and nothing more. I then emailed with an Optum supervisor who stated the issue had been escalated and I received another email stating I would not be covered. I responded again showing Optums incorrect interpretation of their own policy and was told my email would be escalated again. It has now been one month and I have not received an update. I have been told multiple times by supervisors over the phone that this doesn't seem right and I what I was refunded seems incorrect. 

Originally, on XX/XX/year> while quickly going over transactions on my phone, I believed the total fraud amount to be {$5500.00}. After slowly going over all of the transactions in detail, I believe the actual fraudulent amount is {$4400.00}. 

I have attached the response from Optum I received by mail as well as my email chain with Optum. I believe Optum is engaging in unfair and deceptive practices in this matter and needs to correct it. They are deceptively using their own vague interpretation of their policy in order to not cover the fraud when their policy does in fact show I should be refunded. 

I also want to note that I asked Optum about the data breach that occurred at XXXX XXXX Optum unit in XXXX of XXXX. I want to know if my information was leaked in this breach and if it led to these fraudulent charges.

Company response to consumer: Closed with explanation