Optum Bank Reviews

For the majority of the year I used OptumBank with no issue. It was a little difficult to understand but a big part of that was I had never had an FSA before and didn’t know what I was doing. I think it was September 2020 it started asking for my password every time, my fingerprint would no longer work. The last few weeks (now into November) I cannot even log in. It freezes and closes and will not progress. I can log into the website with no problem. Hopefully they can fix this as it was super helpful before.

I notice 91% of the reviews in the last 8 months are one to two stars. OptumBank 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 OptumBank. 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.

So incredibly frustrating that I type in my credentials AFTER using Face ID. Click on Remember me. That doesn’t work. Go to settings to try to save the option to logon with Face ID/ fingerprint. It’s gone. Several times I have used the correct credentials that worked the day before then breaks only to find out waiting for a couple days the same credentials work. No idea how you can have such a poor user experience that seems to be trying to keep me from logging in at multiple attempts. Terrible. Just terrible. You have to try to be this bad. Can’t be an accident.

I have tried at least fifty times to transfer funds from HSA cash to investments. App radio buttons don't work. So I tried the website and they don't work there either. Support said to enable cookies. I guess their app is not an app, just a mobile website interface since a true app does not use cookies. I tried Chrome, Safari, etc. Cookies are enabled. No go. I finally gave up and rebalanced my portfolio to one fund so the other funds would quit losing money. Optum, this is a sad fail.

Update: apparently Optum has fixed these issues but it was too late for me - I had already closed my account. I recommend the Lively app instead.

OptumBank 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 OptumBank 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.

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 OptumBank 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 OptumBank 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?

I have used OptumBank 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 OptumBank 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 OptumBank 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 OptumBank for a couple years now. OptumBank 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.

Uploading and tracking receipts is not intuitive or simple at all. The flow is frustrating, the language is confusing, and I often get error messages just trying to load receipts. I also have claims rejected for very simple and straight forward submissions like a copay. The messages I receive in OptumBank version are not consistent with the mail notices, and it’s unclear why the desktop version of my account isn’t consistent either.

Overall, I don’t enjoy Optum as a service and it’s technology is frustrating

Coming from Health Equity OptumBank is way behind in advancement. Glitchy and never seems to update. I’ve had the same “needs your attn” receipt request for months on OptumBank that never go away. The only thing it seems to be good for is checking balances. I called in to customer service and the experience was even worse. Was told all the receipts were cleared and there were three more added I can t even see on the computer or app! Was told they would email their team for a fix and it never happened. Uploading is a nightmare on OptumBank and on the computer. On OptumBank no PDFs allowed just pictures from camera roll or live. On the computer PDFs do not upload correctly. Like others have said the receipt file get overloaded and nothing gets done correctly. Please fix these issues. I hope my employer reconsiders Optum in the future.

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.

OptumBank is absolutely horrible!! Optum Bank is conveniently asking for a March 2019 receipt almost a year later. But, go figure, the optum bank app that encouraged receipt upload will no longer show any of my receipts. OptumBank just spins and looks like it is loading and nothing ever happens! So, now I’m going to have to call my medical provider to ask for another copy of the receipt that is already saved on the optum bank app. This issue needs to be fixed or you need to update OptumBank to communicate with the website so we can view our receipts on the website.

Also, why can’t you submit a receipt request on OptumBank ? It doesn’t make any sense to have an option to save your receipts to OptumBank but then when optum bank asks for a receipt you can only submit this on the website. If OptumBank allows you to save receipts then there should be the option to upload that receipt to optum bank in OptumBank when requested. Instead we have to take a screen shot of the receipt from OptumBank (assuming it ever loads-see complaint above), then email the receipt to myself to save to my computer to upload to the optum bank website.

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.

Overall love the functionality of OptumBank , with some minor complaints. There’s a layout issue that even shows up in the screenshot on OptumBank Store, where the top border doesn’t correctly align with the top of the screen. +1 star if that gets fixed.

The other complaint would be that whenever you do anything with investments it pulls up a mobile site instead of happening in app. +1 star to correct that.

This is a pretty decent app, and better than many out there for larger financial institutions. However, it still has room for improvement. My main issue with OptumBank is the ability to upload receipts via iphone/ipad, which can be cumbersome. OptumBank limits you to uploading receipts from your camera or your photo library (no pdf's-unless you screenshot them and then upload the screenshot, or unless you uplod them via the regular desktop website). The other issue with this functionality is the fact that when you are creating an entry and need to upload multiple documents for a qualifed expense - say for example a receipt and visit summary as support for the expense- it does allow you to upload mutiple pages per entry, but when these are displayed in the receipts gallery, they will show as two separate thumbnails/entries. This is frustrating because soon your receipt gallery gets cluttered with so many thumbnails. Please fix these two issues, and will definitely give it a higher rating.

Allow uploading of PDF's and other documents via the share sheet functionality or the Files app on iphone/ipad-do not limit this option to only photos
Allow multiple pages to be stored under one entry/thumbnail in the receipt gallery (if I have a receipt, a visit summary, and a prescription from a doctors appointment and I want to upload them to have support for my qualified expense, I do not want to see three different thumbnails in the receipt gallery)

To get 5 stars I request the developers to fix an issue with investment balance —> performance results —> “use graph button” section. I am using an iPhone 12 Pro Max and the issue is that there is no graph button on that page. I am, as any other investor would be, interested in knowing how my individual investments are performing as well as overall investments. I can see the overall performance, but not individual performance.
Other than that, OptumBank works great.

Very useful, easy to use app that is essentially a pointer to mobile website content. The quick access to balances and receipt logging is very handy to have right on the phone. My only criticism is while OptumBank does have Touch (and I assume Face) ID enabled by default there is no prompt like other banking apps have to enable such feature. This means the user has to always remember to log out if they want to renter a password each time they open OptumBank .

I’d like to see a list instead of a pie chart for analyzing performance. The pie chart is incredibly inefficient and requires too many clicks to display data.

Color coding is efficient.

The main dashboard total for Stocks usually does not match the investments dashboard. Please make them the same calculation.

OptumBank is fine once you get into it. Several times over the last year I’ve had to relog in with the user name and password because the touch login would not allow me to. No other banking app I have requires this. It must be a security feature and is a pain in the hindquarters for the user.

I have an HSA with Optum that has been in effect since 2008. I opened an MSA account this year. I have been told that my HSA has been converted to an MSA. How did they do that?? There are different rules for these two types of accounts. I am unable to view or access my HSA on the website and can only see and access the MSA. Some serious work needs to be done to their website and internal procedures if they are going to offer both products to the public.

Does not work 99.9% of the time from login. I’ve had OptumBank and have uninstalled and reinstalled several times and that has not improved the errors. I did, however, a month or so ago receive a message on OptumBank to uninstall and reinstall due to updates and it worked a few times after that but hasn’t since. “Error: there was a login error.” This error persistently is received upon login after spinning for several mins. Please review and fix. When it works, it works!!

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. 🙄

I can download receipts to OptumBank which is awesome...but it’s not attached to my account so it’s pretty much a worthless feature. I have a camera on my phone and can download pictures to an email just as easily from there. I can’t send receipts in OptumBank or attach them to my unverified purchases...which is, by the way, all of them because even though my doctors are all in a multi-disciplinary clinic with over 100 locations in my community, you don’t recognize them as a health care provider. Come On! I know that you can provide better customer service than this.

The design of OptumBank is really nice. I like seeing my account balance. And I love being able to request payment right from my iPhone. Although I’ve had trouble selecting the repayment option.

My default repayment is via direct deposit, but OptumBank switches to paper check. When I try to change it, OptumBank screen goes white and freezes. When I reopen OptumBank it asks for my password and I’m starting over. So I can’t accomplish my task and end up having to go on a computer instead.

Also, the option to add receipts is handy but the functionality is limited, with no way to upload PDFs. When I’m viewing a PDF there could be a share extension/option to send to OptumBank.

Tried to input my name as patient but there were no options for patients. Just a blank screen that said “done”. I had to cancel and go back two pages then do it all again. Finally let me select the family member who received treatment. OptumBank has been clunky since the beginning. I stopped using it and only used the website for awhile. I started using OptumBank again last year as it seemed that the bugs had been worked out. This update is a step backwards

When going through the investment menu section, none of the page back and forward buttons work in the the top right corner. Also, if you try to enroll in the investment section, the required agreement check boxes don’t work. It is unfortunate that in under 5 minutes playing with OptumBank I came across 2 navigation issues.

I love the idea. I loaded it but couldn’t get it to launch in a week of trying. Today the sign in screen finally loaded but it would not recognize my log in and password. I can’t imagine I need a separate registration for the phone vs a PC so I finally gave up and deleted OptumBank . Maybe some updates will get it working better and I’ll try again.

I absolutely love OptumBank!! It’s so helpful for keeping track of my medical expenses. Plus I can’t pay my doctors straight through OptumBank ! I do wish when you paid something or at least made a payment it would show that somehow. I’m currently having to completely delete entries and redo them when a new bill comes in. Or am I doing it wrong?????

I have been a long standing Health Saving Account client of Optum Bank after the account transfer from Wells Fargo(they quit doing them). I wanted to increase the number of investment choices so I decided to transfer my funds to a discount broker. I set up the new HSA account and they tried to pull in my funds. I was told that Optum can not do in-kind transfers. When I looked at Optum's Investment tabs on their website I did not see the possibility of selling the mutual funds for cash. There was only the possibility to transfer them into Money market securities. I figured that a Money Market security also would be a in-kind transfer. I called up the Wellsfargo past client number. The customer service staff walked me through which screen to go to for a link to hit that said "liquidate investments." That's where the problem occurred because the software had a option to invest the cash into preselected investments choices once it cash level gets over `$2020. The customer service rep did not tell me to turn that feature off in their software. Or more importantly the software is not smart enough not to turn that feature off if you "liquidate investments". SO, the day after I called my investments were sold(October 12, 2022). On October 13th, the Mutual fund auto investment Purchase was done. Once again I had my new brokerage house pull the cash from Optum. On October 14th I received a email telling me once again that they can not do in-kind transfers. REALLY!! So I go back into their website and sure enough mutual funds were reinvested. I remembered where I had to go on the Website to "liquidate investments" and I knew that I had to find where I should turn off the Auto Investment Purchase option. So, I turned it off. Unfortunately, the market dropped during the few days and their incompetence costs me $2,263. I have been on the phone numerous times and no one calls me back with a solution and a refund of my money so I can get my cash out to reinvest into the market. I recently received information from Optum that my complaint can not be acted upon. They said when you activate the "liquidation Assets" button that there is a Bubble Warning to turn off the HSA autoinvest feature. Well I did the liquidation twice, once with a Customer Service helping me on their website and the second time by myself. I never saw or heard from the Customer Service rep any Warning bubble. I feel it is likely a recent feature to the Website(i.e. after my experience). I can not recommend using Optum for any type of account. It is obvious that their Website has bugs and their Customer Service Representatives unknowledgeable of their software. Worse yet, they don't document the phone calls received, they don't act on questions asked or information requested(I asked for my audios of my phone calls into to them). What about the Freedom of Information Act??