Optum Bank

I hate this phrase. I’ve seen it too many times. Attaching a rcpt to a claim should be easy but there are no clear directions. I figured it out by doing it wrong 1st. I am finding this FSA account and app more frustrating than ever. In part that I now must submit rcpts for every transaction, which I didn’t know at the beginning. I didn’t have to with the plan we had the yr before but it was a different company. I mean really, it’s an imaging center & a Dentist office - is it that hard to figure that it is a medical claim & I’m not buying bubble gum with it.

My company just signed on with Optum in January so I tried to download the app this morning. When I opened it, it just sat there with the buffering wheel spinning around and around and around. After closing it and reopening several times, I was finally able to enter my username but then when it should have jumped to password spot it started the buffering thing again. I deleted the app and downloaded it again hoping this would help. No luck, just more of the buffering wheel of doom. I tried it on WiFi and on my cell signal but nothing worked. Very disappointed.

Optum manages my retiree HSA account with debit card access. As with all of these types of accounts, they monitor for ineligible charges. I understand this.

However, Optum has taken this duty to an unreasonable extreme, causing me unnecessary inconvenience bordering on harassment.

They have rejected two out of the four debit card claims I've made in April, demanding that I submit further documentation in order to avoid them cutting off access to my funds! One charge was to a medical lab for my routine pap smear (billed by my OB/GYN office) and the other was a charge from Solis Mammography Imaging for a diagnostic mammogram. Hardly suspicious! When I called customer service to ask why I was having to provide additional information about these transactions, the agent told me it was requested by my employer. I checked, they had NO IDEA what I was talking about! I called back to ask for a supervisor or manager to explain and I was refused. The new agent told me these checks happen when "the system" can't see where the charge was from. This was a lie, because the previous agent new the name of both the lab and the imaging center from the transactions. Both agents insist that I "send them original receipts", but I can't find the one from the lab! What now? Does Optum Bank get to keep my retirement account now that they have blocked me from access to my funds? I repeatedly asked for a supervisor or manager but was refused. I asked for the name of the manager in charge of Customer Service and was REFUSED! I was told a supervisor would call me in "24 to 48 hours". I work long hours at the airport, I will not be able wait on that call.

Again, what now? How will I gain access to my funds? I cannot get help from the people at Optum Bank! Do I need an attorney?