Optum Bank review: Retiree HSA account 1

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?