Contact Optum Financial Support

Used the app to get reimbursement for FSA and put in all data as instructed. When prompted added a document which was a photo of a document. The photo selected presented on the screen as the selected photo and I could not go any further. It was locked there . Could unselect it and select again but it would not allow to move forward in the process. Couldn’t swipe it in any direction. Called customer service to find out how I could get my reimbursement . I was transferred four (4) times until arriving at the right place. I am still on hold while writing this review going from a projected wait time of 39 min to 46 min to 53 min to now 52 min. In the mean time down loaded the app again and reentered the data and this time took a pic of the document instead of from my photo album. I was able to attach the pic but then the app would not advance to the next page to complete. I then “saved” the data which would not save the document . The page then when blank with the word “cancel” in the left upper corner and “save” in the upper right. Neither of which responded. Literally the worst app I have ever had to use. Very sub standard customer service . One of the individuals was cordial. One evidently hated her job and was miserable on the phone. I have been working on this for over 1/2 hour at this point. Still on hold for a project 43 more minutes.

I wanted to close my account and transfer my fund to a different establishment to consolidate my HSA accounts and avoid stand alone fee. Didn't receive any notification about the check of my fund after closing the account being sent to the new establishment. The check got lost in the mail or something because the new bank never got it. When I contacted customer support, they were really rude and told me they had no record of the tracking number of the mail or the check number they sent over, which I find very strange. It's money, might not be a lot to them but it's my hard earned money. They kept telling me that it was sent, and the new bank should have received it by now. They kept saying that they're going to send me the check number, but I never received that information and they proceeded to close my case. I re-contacted them to ask about the check number and got the same response. I would give it a zero star if I could. If your company offer HSA account with this company, please beware. They'll be happily keep your money but might not give it back when you want.

Something’s I don’t like are generally problems that should have been solved years ago and should not be a problem in 2022. First, I have an account that has been defunct for over 5 years, they won’t remove it and there is no option to hide or remove it myself. So it is always in the way of trying to do current claims. Second, they keep trying to get me to go paperless, annoying pop ups and banners all over. However the app does not have the ability to do everything, like get tax docs. So the app forwards me to the website, makes me login again(annoying), then is not optimized for mobile screens at all. I cannot get the information I need from the phone, so why refer me to a non-mobile site in the first place? Third, sorting is stupid, painfully slow for even 10 items, and finding status of claims takes way too many taps, sorts, filters, etc and every screen paint takes way too long. Often 30 seconds or more. Forth, customer help is unfulfilling and leaves me with wasted time and frustration. it’s so bad, i’m considering finding a new job so i don’t have to use this app anymore. seriously, i hate this app that much. Snapping pics of receipts to make claims is pretty simple, but no easy way to pull copies of those docs in the future, so i end up having to make my own copies anyway. so what’s the point?