Review Time
High fees, poor customer service.
Even when my employer changed to a better HSA and I wanted the transfer my funds out I hit problems. First I had to liquidate all investments - so I checked the "sell 100%" on each investment.
Two weeks later when my new HSA tried to pull the funds they prevented it because there was $3.27 left in one investment. When I called their customer service agent basically stated this was my fault, so I hung up and called back.
Now I've had weeks where I can't invest my HSA funds due to their terrible software, incompetence, and poor customer service.
To any employer thinking of using Optum, only use them if you really want to upset your employees.
I had an issue with my HSA when I tried moving to a different HSA account. They straight up lied about two things:
1. Said that since my employer makes contributions to the HSA account that my employer "bypassed" my request to move my funds, which is why it was or was not declined. They could not verbally confirm what exactly was going on with my request. Kept said there was a "discrepancy." (To clarify your employer CANNOT mess with your HSA like that but customer service said they did)
2. The account supervisor I spoke with said she submitted a case for it to be reviewed and sent the case ticket information to my email address. She gave me the case number and she took down my email address. Nothing was ever sent.
I highly do not recommend using Optum Financial. I only use it cause of my employer but you will be losing money if you ever invest your HSA funds with them. Random fees and they take a cut of any money you make when you invest your funds.
I submitted the same detailed billing statement for reimbursement that had been accepted in the past. This time, however, my claims were denied due to unnecessary requests for additional verification. After calling once and providing my information, I never received a follow-up. Now, I'm forced to spend even more time trying to reach them again. It's frustrating, especially since this is my money I am trying to retrieve. Just terrible.
They take your money for the account and fail to reimburse, exploiting the "use it or lose it" policy. I submitted documents for costly prescriptions, following all guidelines. They easily approve $20 prescriptions, but for the $600 one, they demand a signed letter from the doctor explaining the prescription, despite the RX already stating that. This is MY MONEY. They are worse than insurance companies. I've been trying since mid-year to get reimbursed, submitting paperwork multiple times. THE WORST.
I needed to pay a doctor bill using my debit card. I was instructed to transfer funds from an investment to savings, which I did on December 1. However, the money wasn't available after five days as promised. When I reached out again, I was told weekends don’t count, despite no weekend between Monday and Friday. I called back on Tuesday due to the continued unavailability of funds. The representative couldn’t explain why the money was stuck in a high-yield savings account and had to submit a problem ticket. I’m still waiting for a response after a full day.
Claims were repeatedly denied without any explanation. After several calls, they finally acknowledged a software error, manually processed it, and stated it was approved. Months later, I kept inquiring about the reimbursement, and they claimed it was approved and pending in the back office. On my latest call, I was told 'the grace period had passed,' so they couldn't reimburse for a claim submitted and approved months prior. Completely incompetent.
I submitted the same billing statement with all necessary details for reimbursement that had been accepted before. This time, however, the claims were denied, citing the need for more verification. There is no further verification available; these are standard hospital forms. After a call, I shared my information but never received a callback. Now I’m wasting more time calling again. This is my money that I’m trying to access. Just awful.
I echo what many others say—this is the most frustrating process for something that should be straightforward. Although they claim requests for additional documentation are random, my claims show that every fourth transaction is denied. It defies logic; everything submitted is rejected without explanation, and my card is frequently suspended. I've been battling them since July over a $1.47 lab payment. I've provided all necessary documents, yet they continue to deny the claim. It's absurd to think I would attempt to defraud the IRS over such a small amount. I've decided to give up; whatever remains in my account, they can keep. It's not worth the stress.
Having their account through my employer has been a nightmare. They demand documentation even for expenses incurred at doctor or dentist visits. Failure to submit documentation results in card suspension. This is the worst service I’ve experienced. If I could give negative stars, I would.
They keep denying my claims despite my providing every requested piece of information. I receive generic email responses asking for more information. I've been fighting this for months. No one responds to emails or chat. They seem intent on keeping my funds at the end of the year!
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