Optum Bank
Reviews and Complaints

The iPhone version of this is pretty good, which is why I give it 2 stars instead of 1, and currently the only way I can actually access my UHC HSA account. The iPad version doesn’t work because the Captcha doesn’t show and so login fails. The web access to Optum Banlk also hasn’t been working. I tried with FireFox, Chrome, Safari and Opera and kept getting the same message of “temporarily unavailable” for seven days in a row. Optum tech support apparently is baffled because they haven’t gotten back to me with a solution. I haven’t tried transferring money yet. Given some of the feedback I’m reading, I’m nervous. Kinda useless to have an account you can’t access or use properly.

I notice 91% of the reviews in the last 8 months are one to two stars. This app has been making me miserable since I signed up for an HSA three years ago. Let me log in? No, wrong email. Yes, it’s the right email. No, you’ve never used this app. Yes, please accept my password. No, reset it. Ok, fine I give up and I reset it. No, not that one. Reset it again. Check your email. Again. Try your old password. No, you can’t use a password you’ve used before even though that’s the password we said is wrong. Still want to check your balance? No, just give up. Want to turn on Face ID? No, also, your password is wrong again now. Don’t worry about your balance, just assume, also we hate you.

On its face the app works fine, but it apparently limits a lot of functionality and information (compared to browser access) in a way that is materially misleading. I use it for my HSA and it pushed me to investment through a 3rd company without telling me that in-house mutual fund options were also available to me. To top it off, Optum Bank’s customer service is atrocious. Agents aren’t the least bit knowledgeable or helpful. Got hung up on once when I asked for a supervisor, and then inexplicably transferred to a random health insurance company (not even mine!) a second time while holding for some basic info. Why my employer uses this poor excuse of a bank for our HSA is beyond me.

1/12/22 Still having the same issues.

I appear to be logged in when entering the app, even though I have apparently successfully logged out previously. Beyond that, I am not able to access any of the options. Upon depressing a selection, I get nothing! I deleted the app and reinstalled it and was able to get in once. Upon attempting to access the app the next day, I get nothing. I tried again — deleted the app and was able to access app options. Upon completing transactions I logged out, which really appeared to log me back in. Upon trying to access the app again, nothing! Am I going to be required to delete and re-install the app every time? Also can I trust any transactions I make on this App?

This app is horribly unreliable. Just updated five days ago and it still doesn’t work properly. The navigation is clunky and not at all intuitive. It gives you no option to make contact with the organization. It gives you an error messages constantly. Very, very disappointed in this application. The real problem is that we have deadlines to submit receipts, and this app should be the preferred way to do that. But so far out of the five times I’ve tried to use it, it’s only been functioning one of them. And even then it was impossible to see a confirmation that it had actually accepted the receipt. This needs to be addressed because this is a huge hassle to the clients of Optum’s Flex spending programs.

I have used this app to manage my FSA funds and the experience has been super frustrating. This is unacceptable considering that I am relying on this company to access funds for medical necessities. I have had to submit receipts multiple times because the app and website continue to show claims as missing my receipts. The camera is difficult to use because it has an automatic crop function that crops out important information unless you disable it. Also, the information on the app does not match their website information. Very frustrating. There should be fines for this kind of incompetence on the part of app developers, especially considering that some people depend on these funds for timley medical care!

From one developer to another - we can do better. Ive been using this app for a couple years now. This app constantly has at least one major outage or bug going on. Lately, it's the investment part that is a hot mess. Sometimes the investment dashboard takes 4-8 mins to load - and that's on a brand new iPhone 13 Pro with a 200 Mbps down connection. It's one of the slowest and buggiest apps on my entire phone.

I'll be moving funds out to another HSA soon. The only reason I put up with it now is for convenience of my employer's payroll processing directly to it. Beyond employer integrations, it is sub par and barebones in almost all other areas. Dissapointing. Employers probably only use it because it's cheap and part of UHC.

I have been using this app for few months and it’s takes 2-3 minutes to load each time I click on any menu item or try to do a transaction.
It’s not internet problem because all other apps work fine.
I have been trying to reach customer service for 3 weeks. They send some secure email garbage which doesn’t open. So I complained about that and they asked me to contact Cisco customer service. This is not acceptable. Why don’t they communicate with a customer care email id where we can talk back and forth till issue is resolved?

Their recent response on 2/18/22 says “they have an iOS app available”.
If I am reporting problems while using the app, why would they respond they have an app is beyond me.
Can ComplaintsBoard.com help?

I spoke with Jocelyn the head supervisor in the manila Philippines office. I’ve requested reimbursement on 11/1/2022. the money was promptly removed from my HSA account. I NEVER received a check. Jocelyn explains that I always have to call their offices after I requested reimbursement to receive reimbursement. I have waited 16 days for my reimbursement and now I will have to wait until the first week of December. She explains it’s a two-part process: you ask for your reimbursement on the app then you must call them to receive reimbursement. This is disgraceful and does not allow me to access money that belongs to me. (And no I cannot use the debit card when paying for my long-term care insurance.) So this system needs to be improved the app is WORTHLESS.

The app created major headaches for me that am almost 9 months on and yet to resolve

Apparently if you issue payment through the app it facilitates by check.
Oh, you selected a dependent for who the payment was for? Yeah, we don’t put that name on the check we put the main account holder.
Oh, you put the account number for the patient? Yeah, sometimes we don’t register that you put that in and just send the check with the main account holder name only.
Oh, so there was an issue with your payment(s) getting allocated to the wrong account? Yeah, because it is done with a check we can recall a refund like we could have for a debit card transaction.

Ultimately the lesson learned for me is to use the app to check account balances and that is it. Use your debit card to pay your bill.

I keep having to sign into this app. It asks for my fingerprint and then I have to enter my login and password anyway. Seems like if you don’t use it frequently enough then the auth token expires. There’s so many redirects when you login that’s there’s no opportunity for my iPhone to save the credentials either. That’s a big pain when you are put on the spot to pay at a doctor’s office or pharmacy and you are trying to look up your balance with a line of people behind you. It would be nice if it wouldn’t expire so fast and the Touch ID actually worked, or at a minimum I could tap into the username field and then my iPhone would give me the opportunity to enter the username and password from my keychain.

Please improve this part of the app. I think otherwise it would be worth a 5-star rating.

I am unable to submit transfers of funds from my HSA account into my HSA investment account. The error is on the “Transfer Funds” page. I am not able to select any of the “Frequency” options. I click on one of them and it gives me the “Transfer Amount” box but I can not select “Continue” it gives me the error “Select one of these options”... This same error happens on OSX Safari, and Google Chrome sometimes. The other times Chrome just doesn’t even load the account login pages. It’s 2019 please update compatibility to Google Chrome and Safari both desktop and mobile versions please. I just called customer support to submit this error and was told that Microsoft Edge browser was the only one that is supported 100%. This makes it tough to conduct business when I only have a PC at home and I’m out of town for work or not at the house.

When I downloaded the app I was excited to receive a non-website version that would hopefully load quicker. The website, with Flash or some other type code like it, takes over five minutes to load on my iPhone 8. I was looking looking forward to a more mobile friendly app version that looked like the screenshots. Imagine my disappointment when it was simply a container that still just loaded the slow website. Worse yet, at least in mobile Safari I can watch the status bar to see that it’s still slowly progressing through the login stages, but the “app” doesn’t show that even. So I can’t tell if it’s still doing anything, or not, five or more minutes later. Yes I’m on a slower connection, which is why I’m anticipating an app vs. website. Yours is the only banking app I’ve encountered that doesn’t load quickly, even on my satellite connection.

I really want this to become the app you have in the screenshots and it needs to load in less than a minute, please!

Thank you.

Optum has some of the worst financial institution support you will find. They screwed up a funds application to other tax year form. They can’t read their own form. Most recently they advertised a link to Schwab brokerage which I set up but as many others have noted in these reviews, they don’t actually allow transfers. I got no clear answers when emailing their support. I then picked up the phone to talk to Optums support live. I got an extremely rude person who kept talking over me and then abruptly put me on a long hold. I asked for a supervisor but they said there weren’t any working today. I would encourage others to file complaints with the Consumer Financial Protection Bureau. Unfortunately my employers benefits coordinator has selected this as the only option but I will be looking into alternatives.

The updated app more prominently displays the link to Schwab Brokerage. What’s even more confusing is I closed the Schwab account. Optum replied to my CFPB complaint blaming my employer for their broken app. Pitiful. Do not recommend!

Ever since I set up my account, I click “transfer funds” to try to move funds from my HSA to the investment accounts Optum offers. Several radio buttons appear under “Transfer” with only the first button “use HSA to purchase funds” being highlighted. Neither the app or the desktop version allows me to choose any other radio button and get a confirmation color change, but there are changes that occur to the page with each attempt to click other radio buttons. I scroll down and enter the amount to transfer which is confirmed by the dollar amount turning green. However, when I click the transfer button, a red box appears stating I have to “select an option”. It will not allow any other radio buttons or anything to be clicked on. The other buttons don’t work so there are no options. Therefore no money can be transferred. I called customer support who sent me to IT support. IT support told me not to use the app bc it doesn’t work right. The desktop does the same thing...got no response. Called again and the recording stated “if you’re calling from a rotary phone...”. Maybe that’s the problem. Optum is worried about rotary phones when they need to worry about online banking web design. Seems like they’re way behind the times. Looking to get out of this ASAP. I heard there’s a music device called an 8-track player Optum. Maybe you’ll be the first one on your block?

This is ridiculous. I’ve changed my username and password several times, cause after a few uses they say there’s an error. Now, guess who they can’t find in the system, and that’s using my SS#, Birthday etc
So frustrating!

The app worked great. Today I was forced to download an update and now I can’t login. Inefficient and frustrating...less of an update and more of a downdate. You shouldn’t make your app less reliable and more difficult to use.

Have been trying to use the app over the last week. The log in screen wont even load. Uninstalled and reinstalled. Have needed to access my account several times and was unable to. Hope to see more reliable product sometime soon.

Downloaded app; clicked on it; long buffering. Finally enter login info., indefinite buffering. Delete app; restart iPhone (6s); reload app; clicked on app; long buffering; eventually prompted to enter login info.; indefinite buffering again.

Since upgrading to version 1.2.2 I am unable to open the app. After entering my login credentials, it just hangs with a white screen with sign In at the top and the Optum logo. If I enter incorrect credentials I do get a message.
iPhone SE. iOS 12.0

There is some sort of bug in both the app and web site that prevents me from enrolling in an investment account. I’ve spoken with customer service over the phone multiple times over the past few weeks and the issue has yet to be resolved. It’s very frustrating.

It never logs in, always shorts out with an error. If the gods smile and I am able to log in, the app will crash. If it does not crash then it will freeze if not freeze then something else. It has worked for me only once in the 6 months I have had it. Just rubbish.

Every time I have tried to use this app, I have had to re-enter my information and it loses my HS ID, and then when I finally get all that together doesn’t work anyway because it’s Sunday and things are down or broken or whatever. Absolutely pathetic. Miserable customer experience.

Was excited to be able to use but it only sounds good. In reality it doesn’t even work. I get a blank screen on login and nothing happens. Why would the product that doesn’t work be even released? An embarrassment to the bank for poor testing and premature release. I would rather wait longer and get something usable.

Every time I have tried to use the app, it throws an error either at login or registration that essentially says “our backend system is down and can’t handle your request.” You are then recommended to call a support desk if you need info about your account. Pretty disappointing that the app error tells you to stop using the app.

The app is good - but lately I have been unable to access my account through the app. There is an error and it times out and will not let me in - so the app is useless. I have tried deleting and reinstalling and nothing works.

I cannot locate anywhere to ask for help with the app - but I will revise my review if this is fixed.

Please fix this!

This app used to be very useful for my HSA, but it’s no longer usable at all. When I attempt to log in through it, I get a message that my username and password do not match. Even though the exact same username and password work fine on the website (and I use a password manager, so I know I’m not simply typing it wrong).

The app simply does not allow some users to login at all.

The app is always asking for your username and password and it's always incorrect. Uninstall and reinstall doesn't do the trick either. Once in a while though, it will with through facial recognition, that chance if just random and inconsistent to be able to predict when it will actually would. The features of the app are great but unavailable to you most of the time because you can't sign in‍♀️

I have to reset my password every two weeks because this app doesn’t work with facial recognition. It might as well ask me to call every two weeks to get information on my account. I am not using this account by choice since my company makes those decisions so I feel like I am being doubly punished just to see what my balances are. And don’t even get me started on how it takes about a week for funds to show up from payroll deduction.

March update: still broken.

Will update rating when fixed, but right now it prompts for Touch ID when launched, then says I’ve been logged out and gives me a manual login screen (very poor implementation of Touch ID, which exists to avoid such repeated manual logins).

Followed by nested spinners, one moving, one frozen, followed by a pop up error that says: “Error” on line one, “cancelled” on line two, and has an “OK” at the bottom.

OK.

Followed by both spinners moving but nothing else.

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.