Consumer complaint received 2025-10-06 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: MN

Complaint narrative:
I have an XXXX with Optum Bank. My problem is there. I want to transfer funds from my XXXX to my checking account with my credit union to reimburse myself for XXXX payments. I can't because of a software issue. They don't seem to care. 

I will outline some steps here, for the sake of accurately describing an IT issue ( all four attachments are also related to this software process to illustrate the problem precisely and unambiguously ). After I'm logged into my XXXX, I can attempt to link my checking account to my XXXX so that funds can be exchanged. It is this process that fails. Optum Bank uses a product called XXXX XXXX XXXX to verify that my account is something I control, and as part of that process I log into the credit union using my credit union credentials and then select an account from a list on the screen ( checking, savings, etc ). I selected Checking, then completed the XXXX XXXX XXXX process. When it returns to the Optum Bank  XXXX menu, I get an error message. I've tried this many times, and I've gotten two different error messages, and I haven't noticed any rhyme or reason to the difference. One error message says something like a network error occurred. Another error message says something along the lines of " the account number and routing number can't be the same ''. The expected behavior is that after a period of two-ish business days Optum Bank would send two small bits of money, let 's say {$.00} and {$.00} for example, and then I accurately report those transactions within the Optum Bank system , and then they're confident that I control the account I want my money to go to. It's my assumption that this is to safeguard users from accidentally sending their money to somewhere they don't control. Anyway, it doesn't work and so I can't actually withdraw funds I'm entitled to withdraw.

That's it for steps/issue description. Moving on now to steps I've taken.

I called Optum Bank and talked to someone for probably over a half an hour. They had no escalation process, and no help to offer me. Perhaps they could help me use the website I already had access to so I could download a form to exit the entire XXXX, but what if my new XXXX institution also uses XXXX Data Connect? As the user, it's impossible for me to know which institution- Optum Bank, MasterCard, or my credit union- is causing the issue. I could end up doing a lot of fruitless work to end up in the same place again. That's not acceptable. Then I contacted my credit union using the secure messages feature in online banking, and they confirmed they wouldn't be able to resolve it. Then I contacted MasterCard, with whom I have no financial relationship at all, and tried to get them to fix their system. I don't have an account or card number to offer their robots, so I actually created a developer account and used that to get access to support ( XXXX case # XXXX copied to Optum Bank XXXX on XX/XX/year> ). Then I looped Optum Bank into the email thread where XXXX XXXX XXXX was trying to help me figure out what exactly went wrong. They need more information that Optum Bank has and I don't. In a just world, this is the kind of work Optum Bank would be committed to doing for customers like me when they committed to using XXXX XXXX XXXX in the first place. They owe me this, and by withholding it they're choosing to do treat me unjustly to save money, and doing so in a way that violates my rights. I deserve access to my money.

Company response to consumer: Closed with explanation