Consumer complaint received 2024-07-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: OPTUM BANK, INC.
State: PA

Complaint narrative:
On XX/XX/XXXX I made multiple transit purchases with my Optum bank card ending in XXXX. I confirmed via the Optum app that the card linked to my transit XXXX ends in XXXX. I recognized this is the same as my XXXX and recalled prior conversations where they explained it is the same card but the system is able to recognize which account to charge it to. I have done this in the past with no issue. Checking my XXXX  account I see those transit chargers were made to my XXXX not my transit XXXX. I have over {$800.00} sitting in my XXXX  transit so I was intending to use that and would not expect it to charge my XXXX. Since the transitions went through I had no idea it charged my XXXX  otherwise I would have canceled the transaction. I called on XX/XX/XXXX at XXXX ( XXXX ) XXXX and spoke for an hour and XXXX minutes. I was getting confusing instructions and answers but I walked away with the explanation they gave XXXX since I was terminated from my job in XXXX, my card for the transit XXXX  was terminated. I never received notice of this, the card did not decline and the all still shows that card number linked and the balance available of over {$800.00}. When talking to then months ago they told me the account is still available after leaving your job for at least 30 days. They never informed me they had to be receipt reimbursements from prior to leaving the company after I discussed it very thoroughly. They also did not notify me of this at any point since leaving my prior company. My companys separation document says my XXXX will be available for 60 days after leaving. Optum refuses to move those charges to my XXXX  and instead says I need to mail in a form to correct it for tax purposes and also send in a check for that amount. This is very misleading operations, I feel I was left in the dark and they are not working with me to a resolution. If I knew I did not have access to the over {$800.00} of my XXXX contributions then I wouldnt have made those transactions. Furthermore I would have made sure to process things much earlier. Speaking on the phone with the representatives was very frustrating because not only did they not understand what was going on or how to resolve it, but they kept telling me I must be on the wrong website because for whatever reason what theyre looking at does not match what I see on my phone when looking at their website. They also do not offer quicker resolutions. The form must be mailed in and I would have to wait 7-10 business days just for that to be processed and then I would have to mail in the check following that. It is negligent financial management to allow the transit purchases to go through on the XXXX account instead of declining. It is also negligent to not notify customers in advance about their overall timeline and especially all the details of an account or card is terminated. Also I would like to get my XXXX funds withdrawn from my account. They offer no way to receive those funds for all that I contributed is now lost.

Company response to consumer: Closed with explanation