Consumer complaint received 2024-02-01 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: Affirm Holdings, Inc
State: TX

Complaint narrative:
I had an Affirm savings account that started a year or two ago- after reading a XXXX XXXX review back then. 

At the end of last year ( of course while I needed the money urgently and never had an issue prior to that moment ) suddenly my account was listed to not " be the same name as the account you are transferring to ''. Mind you I had transferred large sums to and from both accounts before with no issues. 
I contacted affirm multiple times, each time being to the issue was escalated to the team who handles it but nothing else could be done and it would be 3-5 business days before an answer. Of course, this right before new years. 
When asked for an email or phone number or way to transfer me to speak to someone to speed up the process as it was their internal error and due to the urgent nature of my issue, i was told there was no way. 
I called back on business day 3 and was told the same thing ( already 5 days ) except to stop calling and call back as they had 5 days as they had 5 business days. ( Every time I called, I spoke with 2 XXXX and 1 or 2 supervisors ) Impatiently I waited for business day 5 for the account to clear its status but no luck. Again I called, had to talk to 3 different people, tell my story again and suddenly the last person who I had spoken to before ( or they share names ) suddenly had a contact and transferred me.

I spoke to a XXXX XXXX who said that's all you need? Let me click this box, all done! '' I asked why it had taken 8 days for me to speak with him about an internal error and he could not answer but stated he would flag it for review.

Immediately ( as soon as I could ) I put in a transfer of all the funds to transfer to my other account.

After 12 days the money was finally available in my other account.

Due to them holding the money for so long my account accrued interest from XXXX, approximately {$38.00} ( it was listed under accrued interest for XXXX ) i waited patiently until the evening of XX/XX/31 to check and see if it showed in the account balance and it suddenly was gone, deleted from the accrued interest section. 
I again called affirm, talked to 2 different people the second one was introduced as a supervisor. After much discussion regarding where my interest amount went, I asked if he was telling me that the interest my money made from XXXX was not going to be paid to me as it is rightfully mine, he said there is no interest I see in the account ( he said this same answer every time ). I asked where it went, along with many other ways to ask. Finally, I asked if he was the only supervisor or if another supervisor could look and he said oh you want a supervisor? I asked him if he was not the supervisor and he said no I mean I am not and asked if I would like to speak with one. I replied that he was introduced by his counterpart as his supervisor, but he is not? I ask why he wouldn't have transferred me when I asked for a supervisor prior and he hung up. 

I woudl recommend no one ever use this company. I do not know a lot about steps to take when banks do these things but they withheld access to my money for 12 days and then I received no interest, apology or explanation? They should not be in business or ever recommended. 
Total amount held was {$26000.00}, i was initially only trying to move XXXX but now moved it all due to their untrustworthiness.

Company response to consumer: Closed with explanation