Greg G Tay

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Verified Reviewer

Need to make a cobra payment

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cant access site to make payment don't use... employer forced company. site runs you in endless loop and provides no useful help.
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Cons:
  • Phone lines down
  • Useless website
  • No live people

Preferred solution: Apology

User's recommendation: cant access site to make payment don't use... employer forced company. cant talk to live person, run you in circles.

Patrick R Dup

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Verified Reviewer

Claim Issues

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Their requirements for dental claims are insane. I've had to reupload documents three times because everyone told me different things. I have an itemized receipt and a claim from my dentist showing what I paid (which matches the recouped) and what they covered and they still won't approve it!
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Matthew R Anv

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Verified Reviewer
| map-marker Mountain View, California

Lost over $800 due to them not accepting multiple submissions of receipts

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This is one of the worst companies I have ever dealt with. Their goal appears to be to deny so many of the receipts you submit that you give up and resolve yourself to losing do your money. Great for profits, terrible for the consumer. But I guess that is their business model and apparently it is working for them. If you have the chance to work with them or you are a company looking to engage with them to serve your employee needs... I recommend looking somewhere else. The money saved is not worth your employees dissatisfaction.
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User's recommendation: Don't deal with them if possible.

Anonymous
map-marker San Francisco, California

Scam alert

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This company is extremely shady and are hoping people just ignore these HSA accounts. They have been stealing from my account for months by charging me hidden monthly fees. On top of that, after I closed my account, they failed to send me a 1099 tax form. Do not do any business with these thieves.
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Cornell R Glq

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Verified Reviewer
| map-marker West Valley City, Utah

To get my funds sent to my bank

Waiting on my funds to deposit to my bank account from my hsa card today that I did days ago please could u please respond back to me by phone or email concerning this matter please so that I can move on from here
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Preferred solution: Full refund

Anonymous
map-marker New York, New York

Horrible customer service

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The absolute worst customer service anywhere. Unable to get to a US based customer service representative. Complete inability to resolve issues. No call back.
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User's recommendation: absolutely not

Barbara E Hfz

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Verified Reviewer
| map-marker West Valley City, Utah

POOR SERVICE

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Updated by user Oct 17, 2023

Still unresolved! Customer service is full of excuses and β€œI am sorry” comments but no action!

Original review Oct 10, 2023
Once again spent 1 hour on phone with this company that has my HSA! They are totally inept and dont listen to anything. Had to keep repeating myself and after 1 hour got NO HELP whatsoever!!!
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Cons:
  • No customer service

Preferred solution: Apology

User's recommendation: Don’t use!

Anonymous
map-marker Cincinnati, Ohio

HRA Account Issues

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HRA ACCOUNT. I kept getting documentation requests from Optum about a normal medical procedure performed at a local hospital in Cincinnati. I would call the "representatives" and no one could tell me why my claim was being rejected. I asked that a manager call me to discuss this and was told someone would call, but no one ever did. I kept sending the same documentation and it kept being rejected until they finally SUSPENDED my account. The reps couldn't tell me the problem, but I discovered it and told Optum that the hospital charged me $29.01 for the vascular screening and I paid with my Optum card. The documentation that shows the date, location, procedure, my doctor and me as the patient shows $29.00. I told the rep and sent a message stating there is nothing else I can provide and there will always be a $.01 discrepancy. I explained this to the representatives and they said it will be taken care of. Optum did by sending a message that my account was suspended and then issued a request for repayment of $.01. I went in this morning and processed a repayment from my bank account for $.01. Is this ludicrous or not? Nothing but aggravation from Optum and a complete waste of time by me and Optum. FYI: I don't have to provide any documentation to Optum. With a HRA account I can go to any store and buy aspirin, bandages, Neosporin, etc. and not document it. In the past I've had two HRA accounts managed (still have one) by two other organizations and have never had to provide documentation on any purchase. My friends and family members also have HSA/HRA accounts and can't believe I have to provide documentation. They don't. By law, it is my job to responsibly use my HRA dollars and if audited by the IRS, provide the necessary documentation to support my claims. It is not Optum's job to police my account. I have tried to contact a manger at Optum, can't speak to one and no one will call me back. Needless to say, I am not a Optum fan and have submitted a complaint to the Better Business Bureau explaining my case. I would like to have Optum explain why their representatives couldn't explain the problem with my claim, why Optum management would never call me back and why my account was suspended unnecessarily over $.01. I don't believe this is legal.
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User's recommendation: Avoid Optum if at all possible

James S Jcb

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Verified Reviewer

Business Practices

Hard to truly quantify just how horrible these folks are. From management which sets policy to the "customer service" reps who are incapable of dealing with basic issues and providing accurate answers as frustrated customers search for help and answers. Bottom line is that these people steal from you. I was charged 2 closure fees for the same account; they purposely make exiting your account difficult and multi-step in order to benefit from the float on your funds while they are in Optum limbo. The total cost of my exit from Optum is considerable and I see that there are numerous other consumers who have experienced similar situations across the Optum product platform - disgusting behavior. Any employer contemplating Optum as an HSA custodian is doing a great disservice to their employees. Customer service in the post COVID world has become spotty at best for many organizations, but no words are sufficient to describe the Optum experience - stay away from this bank! They need to be sanctioned for their business practices.
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Loss:
$20
Cons:
  • Complete disregard for legitimate customer concerns

Preferred solution: Full refund

User's recommendation: Avoid this bank/HSA provider

Hung N Ljc

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Verified Reviewer

Cannot open file from Hsa

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I have request 1099 for income tax Return online but cant open file due to Encrypted file, its very complicated for me ,I have trying so many time but still Cannot open file. I need help Hung Nguyen Email: braccianohmc@***.com
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Chitra A Lhx

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Verified Reviewer
| map-marker West Valley City, Utah

Bad customer service & delayed payments

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I can't believe such an inefficient company exists. Their customer support, website, email communications are all useless or difficult to use. They don't even seem to care. They take more than 20 days to make a payment to my doctor in California from Utah. They must be walking with the check! They take the money from my bank and it doesn't show up in the transactions for more than 5 days! What type of bank is this? They need to be shut down before they go the SVB route. United Health care (another useless company) is forcing me to use them. They seem like a scam!Do not use them
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Cons:
  • Delayed payments
  • Lost payments
  • Bad customer service

Preferred solution: Deliver product or service ordered

Alan B Jkv

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Verified Reviewer

Can't get HSA reimbursement

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This year has been the worst with them. They need documentation from me for everything. They can't get it from my insurance or providers. Then when I do send them documentation, they refuse to reimburse. They can read properly or do simple math. They have already waisted numerous hours this year. Don't use them!!!
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Cons:
  • Do not do their job

Preferred solution: Deliver product or service ordered

User's recommendation: Flee

Anonymous
map-marker Punta Del Este, Maldonado

Locked out of my account

I am now on my 5th call to this company just to be able to access my account. Each time I am transfered multiple times because the representative is unable to help me resolve the issue, the first tier reps typically start with a strong foreign accent but this seems to get better as I am moved to 2nd and 3rd tier support. However, the final transfer always ends in starting back all over again with the first tier rep or into automated chat system, or into a black hole where I am connected but no one is on the other line. I just want to access my account to get my tax documents but I have come to actually believe that Dogburt runs this company. I have done my part to warn others, that is all I can do. If you already have an account, my sympathies to you.
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User's recommendation: Take you hard earned money someplace else.

1 comment
Guest

the rep can acttually send you the tax forms you need

Katie W Out

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Verified Reviewer

Worst customer service I’ve ever experienced

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Ive been requesting my HSA debit card since 12.9. The first time they shipped it to an address I havent lived at in 8+years. Then, to fix this, they said they would re-ship with expedited shipping. A week later when it still had not arrived I called back to find out they didnt expedite it, but was assured it shipped already so not to worry. By the time it rolled around to 12/29 I still didnt have the card: I called back and was told it had only jusg shipped that day- despite two other reps confirming it shipped on 12.16. Today is 1/20. I still dont have the debit card from Optum. I called back and supposedly they have shipped it AGAIN with expedited shipping. If it still does not arrive after all of this Ill be filing a complaint with the better business bureau. If you have the ability to avoid this company and their services, TAKE IT. They are laughably incompetent. Each rep will tell you something different. Oh and if you need to talk to a supervisor for any reason they apparently are also never around, conveniently. This company is terrible.
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Cons:
  • Shady
  • Lies
  • Incompetence

Preferred solution: Apology

User's recommendation: Avoid at all costs

Nancy A Qdr

Activation problems

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Transferred several times and told to call number on back of card. Worst activation I have ever had. Could not talk to a real person. Have tried to activate multiple times by phone and on-line but it keeps me in a circular action that brings me back to where I started. HELP!!!
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Preferred solution: My payment card activated

Anonymous
map-marker Lebanon, Oregon

Taxes

About tax papers being sent this was my third call. Hopefully we have this taken care of. Had, a very nice gentleman help me I hope all is good and I don't have to call again
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User's recommendation: Should be handled on the first call.

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