Optumhealth Bank
Customer Service
forms this morning for my Health Savings Account. I didn’t remember my password so I hit the button for ‘Forgot / Change Password’.
I filled out the information requested and waited for a link to be sent to my email.
No reset link was ever sent. I then tried to log in again with another password option.
I was given the prompt ‘temporary password has expired’ and that I must call into this Customer Support #.
I call into the Customer Support # only for them to inform me that I really needed to call into this other #.
They transferred me, verifying name, social security #, and birthdate each time.
However when they asked me questions about the account that I couldn’t answer (because I can’t get into my account), they informed me that there was nothing they could do.
Soooooo, now I will just never be able to have access to my account? Of course I asked to speak to a supervisor.
After several minutes a supervisor came on the line and said they could get me into my account but would need a call back # and that once somebody could call me back at that # they would be able to reset my password.
Three hours later, I still had not received a call back and had to make a third call to Optum.
Thankfully the woman I spoke to was bright and able to finally get me into my account. I can’t believe getting a password reset is this complicated and so time consuming!
Stay away.
I get charged a monthly fee for Optum to “maintain” my account, but they can’t even provide reliable access/account management for me through their website, which is constantly crashing and showing error messages. At one point I couldn’t even log in, as it claimed my user ID wasn’t real and I couldn’t set a new password as a result.
I called them to get help but the only thing the person on the phone could do for me was to set up paper statements so that I could get account communications through snail mail. What they are really maintaining with their monthly fee is their own profits. Stay away.
Don't do it.
The bank’s web site really, really sucks. Almost every time I log in to do any transactions I’m faced with the “We apologize, our system is experiencing technical difficulties at this time…” message if I try to set up a payment to a provider, add or edit a payee, etc.
It’s really frustrating because I have to remind myself to roll the dice and try another day in order to pay medical bills. I have no idea where the monthly account maintenance fee goes but it certainly doesn’t go to the web site. If you can avoid it – don’t use this bank for your HSA. Seriously. Don’t do it.
This is the worst bank in the USA.
This is the worst bank in the USA. They had my HSA, and continued to debit it (unbeknown to me) until it “went negative” then had the gall to write me a letter telling me to deposit more into the account! My former employer swapped HSA from Wells Fargo to this loser bank, and Well never charged a dime.
Aren't there laws to protect consumers from banks like this?!
Optum bank has cashed my rollover check on 1-4-18. They are still holding my funds and haven’t credited my account yet. Everyone I talk to doesn’t seem to know what they are doing. One person can’t find it and says it can take up to 9 days to process, the next can see the money but doesn’t know why its not in the account.
The next person again says they can’t find it and needs check information and says it could take 4-6 weeks to process so they are still within their time frame. . . which is totally a lie. Not only do I have medical bills to pay but I’m losing out on investment and interest opportunities.
I’m assuming its a shady way they do business to not have to pay as much interest or can otherwise make money off our money before they credit it. Aren’t there laws to protect consumers from banks like this?!
Time to find new HSA for our business!
On-line banking is supposed to be MORE not less convenient. The on-line technical format is limiting & antiquated. I kept my maiden name but spouse is subscriber.
If any family member besides spouse sees a physician, Optum submits payment only under spouse name- so I am constantly getting rebilled for PAID invoices and have to waste time calling multiple physician and lab billing departments to explain Optum shortcomings.
It is such a simple solution, and they admit they have had complaints, but do nothing about it. Also beware – if you forget your PIN debit #….. There is no recourse. I can understand security issues – but I am the bill executer and have ALL pertinent account info of family, yet can’t get basic issues fixed bc not primary. PIA!!! Time to find new HSA for our business!
I have been having issues with them ever since my account was acquired by Optum.
I have been having issues with them ever since my account was acquired by Optum. I requested a one time rollover from my IRA to my Optum HSA. It’s been 3 weeks since they acknowledged the receipt of the rollover form. Each time I try to get a status of my rollover request, the representatives at the call center give me the run around and a brush off.
My investment manager also called them with me on the line, and the representative, Michele said a form was sent to Wells Fargo to request a check. This turned out to be a blatant lie which I confirmed later with a manager at Optum. I told him I just wanted the truth and for the rollover to get done. He indicated that my account should have been flagged for a rollover which was never done. So that means that each time I inquired about my rollover, I was lied to.
Each representative gave me a different story. Some of them said that there was no request, which sent up red flags for me. I now have the manager’s name and phone number and am still waiting for his call back. I found out also that Optum has been acquiring HSAs from several financial institutions and they are doing this so their parent company, United Healthcare, can get data.
They seem to not be able to handle the HSA accounts they a acquiring. The fact that they would allow their customer service reps to lie and give out false information is alarming. I think if possible, Optum should be reported to the DOL for breach of fiduciary responsibility and operational inadequacies.
Not good Optum!
Not good Optum! They updated their website, so now I can’t submit bills for reimbursement from my FSA online, and have to go the old fashion way of via mail.
I had sent a request for help via the site, and it took 10 days for them to respond and just say that I should call. In the meantime, after day 3, I had already called, and they weren’t helpful. I found the location for the paper forms myself. Hopefully I’ll get paid.
Optum Bank scam on my HSA account.
Optum Bank scam on my HSA account. they charge your account fee did not post on monthly statement, and the fee charge was error, it was last August, I called them got back on September, it happened again on March, and back my account on April,
those transactions did not show up on the statement. I called customer service the rep. on Saturday she did not care about those “errors” she says it’s normal every few months occur same “errors”, then hang up my phone, from this year they changed Monthly statement to Quarterly statement send to you, if you have account with them should be carefully.
Do you love easy access to your money
Do you love easy access to your money? Do you like having financial transactions processed quickly? If you answered “no” this may be the HSA provider for you.
Being unable to access your account for weeks at a time (I lost track of how many times I had to call to get this resolved) Waiting 4-6 weeks for transactions to process (5 weeks to move money from investment to cash position) High minimum balance before being able to invest (can’t make investments if cash position is less than $2100) Limited investment options (like 20)
If you’re unfortunate enough to have this as your employer sponsored HSA provider, you’re SOL, like I was. If you have the choice, go with a reputable company.
I guess I will have to get an attorney involved. Ridiculous!!!
I am at a lost for words. They easily deduct your money from your employer but getting your money back is impossible. They give you so many excuses. They never follow up with you.
They act so nonchalant about you not receiving your money. Totally incompetent!!! Unreal. I guess I will have to get an attorney involved. Ridiculous!!!
A lot of time wasted dealing with my medical provider trying to prove I paid my bill.
On their web site, if you edit a payee and update the payee account number (because the payee changed it), and save your edit it will correctly show the updated number; however, when you log out and back in, the old payee account number is back.
You have to delete the payee and then add it back in as a new one. I did not figure this out until now. This has caused numerous problems all year for me with not getting the proper credit from my medical provider for paying a bill through Optum. A lot of time wasted dealing with my medical provider trying to prove I paid my bill.
These types of mistakes can have serious tax consequences for the customer if not done properly.
I am a banking representative that assists customers with HSA transfers. I recently assisted an optum bank customer in trying to transfer her current HSA to a our bank. Worst customer service ever. When she called to request the transfer, they insisted that they could cut the check directly to her and do as a rollover instead and code as a normal distribution.
That is not what the customer wanted, and there were specific reasons why we didn’t want it processed this way. We specifically instructed a transfer with a transfer form and sent it off to optimum bank, in which they still did not process the transfer properly. When we called optimum bank to ask for an explanation,
we were just simply told that there was nothing we could do and that our transfer request that was signed by the customer was simply ignored. We spoke to three different representatives on the phone, and each one of them didn’t seem to know what they were doing or seem to have the proper training on how to process these requests. These types of mistakes can have serious tax consequences for the customer if not done properly.
This place is dreadful!!! I'll take Wells Fargo any day!!
The customer service at Optum Bank is totally in need of an overhaul. The website is cumbersome and needs attention. None of the staff I have spoken with seem all that educated about the basic operation of the business. The operations of the bank are lousy! I elect to receive my quarterly statements in paper, mailed to me.
For the past 3 quarters, it has taken over 6 weeks to receive my statement from the previous quarter end. I call and ask why. No one can tell me when the statement cut or when it was mailed. That means key information is lacking. When I ask them to research the issue and get back to me, no one ever calls, ever! Asking for supervisors and talking with them has the same result… Nothing!
But, the much bigger issue is why it takes ssssssoooooo long to get a few pieces of paper in the mail. And, when I call, the automated phone message only tells me the balance in the cash portion of my Health Savings Account and doesn’t include one nickel of the investment portion. They’d rather make you wonder about what happened to over 90% of your money. This place is dreadful!!! I’ll take Wells Fargo any day!!
Dont Use This
I’ve had a FSA account from one bank or another for the last 7 years, and I’ve had more issues in the last 6 months with Optum Bank than I’ve had in the previous 6.5 years combined. The documentation process for simple office visits is painful.
My card is continually suspended due to their inability to process receipts/documentation in a timely manner, resulting in me having to pay out of pocket for covered medical expenses, resulting in even more paperwork difficulties. Just a few issues off the top of my head:
I had a chiropractor visit denied 11+ times (I only kept the last 11 rejection letters, but it’s probably closer to 18) for “no documentation”, even though I uploaded my insurance’s EOB and a payment receipt multiple times. I even confirmed with an Optum representative that everything was uploaded correctly and all the necessary information was provided.
I'll just wait until the end of the year to get the tax benefit.
My company decided to switch to them in april. At first things were ok, but now with my FSA… it has become a headache with getting paid back. My last claim was denied, can’t determine the age of my child when what was submitted was the same thing I’ve been submitting.
I called yesterday they showed the claim still pending, called back today and they show no claim. When i said I called yesterday it it was pending he says oh yeah its pending. I am NOT re enrolling in this next year. I’ll just wait until the end of the year to get the tax benefit.