Optum Bank – Can't get HSA card despite three attempts

My name is Susan Martin. I have an Optum HSA Account through an old employer - Rockwell Collins. I have tried three times now (third request today) over the past 30 days to request updates to my account and to receive an HSA Bank Card.

The first request was made on November 20th. I updated my mailing address and email address with an Agent by phone and was told it would be taken care of and to expect my card in 7 to 10 business days.

After not receiving the card I called back on December 5th to check the status and was told that they sent it to the wrong address (my old address) and that the card had been returned. We started the process over, assuring they had my new/current mailing and email address. I was assured the matter would be corrected and that they would again send my card my mail, but I still received no card. I was also informed that the reason I could not register online was because there was already a partial registration under my old email address (which is no longer valid/active and the reason I updated it in the first place). I was also assured this would be remedied.

I called a third time this morning and the person at Optum told me that my request from Dec 5th was never processed. Its now been 30 days since my initial attempt to update my records and secure a card, and they are starting the entire process all over again, today. Seriously!?

This is so unbelievable, and yet sadly not at all. I am so very frustrated and feel I have no recourse whatsoever. I have no idea if my request will be processed this time, or if it will be processed correctly.

What do I have to do? What needs to happen to assure that I get my HSA Card so that I can begin using it - it is my money and I need to use it. And what needs to happen so that I can finally register online and manage my own account as no one at Optum seems to be able to do that?

I do hope someone at Optum will take this seriously and work with me to resolve your issues. Either that, or let me know how I can take my money out of Optum and transfer it somewhere else. This whole situation how become utterly ridiculous. Ask yourself if you wouldn't be frustrated to no end by now.

Your response is requested.

Susan Martin

[protected]

3450 Regal Drive, Lake Havasu City AZ 86404