Optum Financial Negative Reviews

Optum Financial App Complaints & User Negative Comments 2024

Optum Financial app received 24 complaints, negative comments and reviews by users. Have you ever had a bad experience using Optum Financial? Can you share your negative thoughts about optum financial?

Optum Financial for Negative User Reviews

✓ App works fine, but customer service is lackingI don’t appreciate submitting a reimbursement request the day I receive an email that my card won’t work to pay my parking ticket (meaning I will either have to pay out of pocket for my parking ticket or submit a reimbursement request) just to have a warning pop up right after I hit submit threatening me that I better not be lying or fraudulently submitting reimbursement. Why the hostility? You TOLD me this was the only way I would be able to use this service for that day, and before I am able to interact any other way I am threatened? What awful customer service! I’ll advocate my employer switch to a different service ASAP..EetinYorFaseOffVersion: 4.41.0

✓ Wonky with photos & filesWe just adopted this at work, but is by no means easier than our previous vendors. When you try to upload photos of expenses, it’s super wonky with the way it pulls up photos. It pulls up folders, with no discernible organization. Instead of seeing recents or favorites, it’s all over the place. And instead of selecting source type, it auto-pulls iCloud folders, which is just as messy as you can imagine. So I just save everything into the one random folder that comes up first, but that’s not ideal for my own organization. Not an intuitive or seamless experience. Same with files. I’ve followed the file guidance, but still have no luck posting them. And when I make a claim, it’s hard to tell whether the image/file is accepted. Once I realized that my file wasn’t because my claim was marked incomplete, I went back in to upload again. When I uploaded a PDF or an image, it doesn’t give me status or action button for my next step. After trial & error, I figured out that I should just close out of the claim & hope for the best. Not a great experience..JuliaaaateeVersion: 4.39.1

✓ Room for ImprovementFirst issue: When trying to leave feedback, the email field is required. However, when typing in the email address, you cannot use @ or . The feedback will not submit because you didn’t enter a “valid” email address, which you aren’t able to do. Makes you wonder if they want feedback to begin with 🧐 Second issue: When claims are rejected/sent back to you for more documentation, they don’t provide a reason why it was sent back or what you need. You have to call, go through 4 option menus and figure out for yourself that you have to press 0 to talk to an actual person since that’s not a menu option to begin with. Third issue: Once you submit a claim, you CANNOT add more documentation. You have to wait until it’s returned to you. My claim is in progress where I attached a receipt. I just received my itemized bill. It allowed me to upload the bill and said it was successful, but the document wasn’t actually saved to the claim. When I backed out of that specific claim and went back in, it wasn’t there. Other than that, the app is fine. It displays your remaining balance clearly, it’s easy to submit claims, and there’s a section that reminds you of what expenses are eligible..Musicx4xLifeVersion: 4.45.8

✓ Problematic appThe mobile features in the app are not truly mobile. First of all, when you upload a document, the view function does not work. When you click on the “View Document” function, it leads you to a blank page. You must scroll to the bottom of the app and choose “Full Site”. Secondly, the FAQ link does not work. When clicking on the link, it leads me to my home page, which shows my FSA balance, etc. Lastly, when our company switched over to Connect Your Care, a majority of my fellow employees were having issues with claim submissions because additional documents were needed or reimbursement processes were taking too long. The app definitely needs to be refined..JcmartinezVersion: 4.14.3

✓ UX could be improvedI tried to leave feedback through the app, but kept getting an error message about my email not being set up. Then I went to the website to leave feedback but couldn’t find a form or email address, so I came here. I wish the app would remember the name of our daycare provider so I didn’t need to type it in each time. I also wish I could submit for multiple kids at once since they all attend the same daycare. I also wish I didn’t have to submit a form each month. A previous employer used Health Equity and they required one submission per year. This would be better. I read other comments about getting stuck on the photo upload. This is because the command “Done” in the upper right corner of the upload screen is in white font, on a white background. We can’t see the button to get to the next screen..AnyoldnameidunnoVersion: 4.69.1

✓ Better then worseThe developers definitely made some good improvements over the past few months... until the app completely stopped working. I tried last week to submit a claim for an office visit, and the app crashes every time I got to the step to attach a photo. I reset and power cycled my phone, but the problem persisted. Today, I tried again to submit a claim, this time for a Rx. The app didn’t crash this time when trying to attach a photo of the receipt; instead, it kept saying there was an error when trying to do so. I don’t know if it’s an iOS 13 thing or what, but it’s incredibly annoying and frustrating whatever it is..Prof SBVersion: 4.31.6

✓ App not workingUsed 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..Frus Trated1Version: 4.66.0

✓ Terrible company and bad appUpdate, it has only gotten worse. Now they don’t even tell you when documents are required for a claim, they are just expecting you to keep checking as if you have nothing better to do in life. Even WORSE, when trying to upload any documents it doesn’t even work.. CHEAP COMPANY We used to be with a much better provider, then this one showed up and bought the other. Terrible service and bad developers ever since. They still can’t even figure out how to remove the old account. They ask for proof of service almost with every single submission. Thinking about canceling my FSA because of this terrible company..Fox13579Version: 4.78.1

✓ Slow and crashesThe app is good in terms of functionality/navigability, but very slow. I was trying to submit a claim, kept pressing “next”, it would show a “loading” icon that would eventually disappear without moving to the next screen (no error message), and the app crashed once. The website is also slow but worked without freezing/crashing. Took me 45 mins in total to submit the claim, even though there’s only like 5 steps. This rating just applies to the app and not to the company’s services overall..The finkelVersion: 4.63.0

✓ App hasn’t worked right since 2021Was a great app through 2021, convenient easy to use. Then when it rolled over to 2022 year, it would only pay my providers directly, even when I requested to be reimbursed for a bill I paid out of pocket. Told phone support about it in February 2022, they said I was requesting wrong, refused to enter a ticket to investigate. Now in 2023 it doesn’t work at all. Every claim I attempt to reimburse/pay I get a server error or a r0001 error. No updates to fix. Don’t recommend this app at all. If I could I’d choose a different company to service my account, but it’s my company’s choice. The website is the only way to access the account..BardukeVersion: 4.74.0

✓ Horrible AppIf I could give this app, zero stars I would. This app has not been functional for months. I have used this app to upload EOBs from my dental insurance, however, this app will walk you all the way through there overly-long process only to fail at the “submit” step. It’s horrible. Insult to injury: Optum will suspend your card because their app won’t upload a single PDF. Finally, the chat function is useless and if you call in, they’ll let you know that their app isn’t functioning well but recommend you “fax” the info to them because they don’t have encrypted email. “Sure, my fax machine is where I keep all my obsolete technology; right next to my beeper/pager and Gutenberg printer.” Optum is the worst..'15 StangVersion: 4.74.0

✓ Disgraceful upgrade — or is it a hack?This app was quite good but suddenly it stopped working, forcing an upgrade. Strangely enough the old app (green icon, CyC’ for Connect Your Care) has been replaced by a totally different app with a much poorer interface. Furthermore the old credentials (which you have to remeter) no longer work. You get a “server error” or a “we are having trouble finding an eligible account” which is all false. Seems the app is forcing a registration or simply the disclosure of confidential information. Is this new upgrade legit? Why the change? Is this a hack or just a dumb let’s go backwards “upgrade”? Plz bring the old CYC app!!!!!.John10010Version: 4.58.4

✓ Are the 5 star reviewers being paid?!I don’t know universe the people leaving five star reviews live in, but here in the real world this app is a piece of garbage. Not only does it go back-and-forth with clearing my approval for biometrics, face identity to login, but now it isnt even an option on the login page. And it continually clears out my saved password too. I can’t recount how many times I’ve had to reset because it wasn’t saved. On top of that it cleared my bank account info so now all repayments are being sent by paper check. It feels like with every update and patch they do the accounts get reset. This app, and company, are just awful and I wish there was an alternative. But there isn’t so I’ll just leave this review and be frustrated every time I have to use the app 🙄.ShampoobananahammockVersion: 4.78.4

✓ App works pretty well, ease of use greatThere are a couple glitches when you use your phone with the app. Entering dates you can’t see the calendar, but if you click the screen a bunch it will pop up. Adding attachments already in your phone was impossible. I was able to click the photos from my phone I wanted but they went into a file on the app, when you click that file you can’t see the pictures you added. I had to take a picture to get them to upload instead of just using the picture already on my phone.BbannasVersion: 4.52.0

✓ Rudimentary at bestThe good, it allows you to see your balance and transactions at a glance. That’s it. The app has serious shortcomings, specifically the inability to mark a claim as paid (the only options are pay provider or reimburse yourself), which exists in the website version. Also the transaction summary view for some reason shows balance as $0, even though the home view shows the correct balance. And there is no link to go manage your investment options. In short, for anything beyond simply looking at the current state of things, you have to go to the website instead of doing it from the app. Hopefully the app will eventually get updated to have parity of functionality with the website, until then it is not very useful..ScuacVersion: 4.50.0

✓ Shady OrganizationI 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..Milan SVersion: 4.60.3

✓ Check for a 1.00 paper statement feeCharged a $1.00 paper statement fee so went on the app to select paperless statements, but could not find it. Went online next, but could not find it. Called customer service and was told how to navigate to the option (online only) and to the CSRs surprise (yes, genuine surprise!) there was no option to select paperless statements and they could not find it any where online. Was told they are creating a research report to figure out the problem and IF they could reimburse the $1.00 fee. This would take three days. Amazed they could not reimburse this small amount immediately after realizing they do not have a paperless statement option problem and how slow the response is..LibbyGoldblatt170Version: 4.52.0

✓ Very bad.Connect your care is definitely not a good HSA choice. If you have used services with a good finance provider of any type, this will irk you a lot. We had a recent employer rollover and they missed the promised deadline by nearly a week. Then their app and website was not working properly. If you need help you can call into a maze of automated computer voices. It is very difficult to speak with a human. When you want to reimburse your money, it is not easy. Your money is not liquid without a lot of effort. Definitely the worst provider of finance products I’ve worked with. Cannot trust. If you can choose where to get an HSA, look up reviews. There are better choices. If you have no choice because your employer chose them, then hopefully they will read reviews like this and try to improve the customer experience..Doctors who uses calculatorsVersion: 4.40.5

✓ Liars and cheatsThis company is comprised of liars and cheats. Called on two different occasion to confirm whether transfer fees are applied for rolling HSA funds over. I was told no BOTH times with one associate stating that fees where avoided as long as the transfer was from trustee to trustee. Imagine my surprise that I was stilled charged a transfer fee in addition to a duplicate maintenance fee. Of course when I call about it; all I’ve encountered are denials. I was even told that the fee is disclosed on transfer forms which they are NOT. I kept the original and only submitted the copy so I have solid proof. Took speaking with three different call center staff before reaching a “supervisor” who would actual file an inquiry on my behalf and provide a call reference ID which I’ll be including with my complaint to the Federal Trade Commission for deceptive trade practices along with the Securities & Exchange Commissions for fraudulent fees. These people are cheating it’s account holders out of their money..CheriMoyaTykeVersion: 4.78.2

✓ HorribleYou guys need to fix your app immediately! I have submitted and re submitted more than 10 receipts for medical expenses and I keep getting emails and letters saying I need to submit documentation. I am using your app to take the pictures of the documents. I look at the pictures to make sure they look good and then when I click the submit button, the pictures vanish. I will not be held responsible for your crappy program. Also, your customer service is straight garbage. They couldn’t give less of a crap about me when I call in. Thanks for nothing..PisterandpisterVersion: 4.75.0

✓ Easy to use. Beware reimburse self doesn’t allow choose amountWhereas website does allow. The app should use the same user story. Is an issue as perhaps the deductible was paid and reimbursed but balance due has an error. Thus would get reimbursed twice for deductible violating terms of service. So would have to send them a check. Who uses checks anymore. I don’t even have any wastes paper contributing to climate change cutting down trees. Plus making paper requires a lot of water when so many water shortages. Finally requires a lot of energy likely the cheapest coal in industrial regions where paper is made..MikeyP1024Version: 4.69.1

✓ Terrible app, slow and buggyThis is terrible app. very slow and buggy and it takes 20 seconds to load recent transactions. this is 2023, apps should have better performance. i have 5 things to retrieve it should be 3 seconds max. To make it worse, this app can’t use to submit receipts remotely. First, I have to hit the reimburse myself button at least three times before it activates. but when it does, it Always returns R001 error message and does not work. there is no point to use this app since it is painfully slow to show very little data, and it’s major function to upload receipts to get reimbursed does not even work. If i was not forced to use this by my employer, i would have dropped them as fast as I could. I really hate this app and this company is obviously unable to support simple functions of this application’s customer requirements..Dr.Blue891Version: 4.74.0

✓ Not ready for prime timeApp does not process the upload of documents correctly. Uploaded a claim with a document to then find out (when checking again) that the claim was flagged as incomplete due to missing documents. I uploaded again, it shows the doc accordingly. When I exit and reenter the claim the document is gone and the claim shows incomplete again. The support/feedback function is also not working: It asks you to enter your email address (mandatory for submission), but does not allow you to enter “@“ and “.” - I am wondering how you can enter your email and submit your problem. Seems like somebody in IT found a clever way to not get bothered. App is useless for me - would give zero stars if I could and surprised about the high ratings..Flup555Version: 4.45.8

✓ The app works maybe 30% of the timeYou sign in, answer security questions, and it just goes to a blank screen. I had this issue months ago as well where I couldn’t use the app or website for a couple months and then it started working and now it is back to blank screens. I’ve tried everything. Uninstalling the app and reinstalling, using face recognition from my phone, changing password, etc. over the last 3 weeks and still just a blank screen 🤷‍♀️. Honestly, I hate this app and I hate the website. I don’t know why I have so much issue accessing my account. It’s been an issue since I became an Optum financial customer..DanderfluffTheMightyVersion: 4.65.0

Optum Financial works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact Optum Financial.