When I filed my 2018 taxes, I was given the "opportunity" to put money in an emerald savings account. I was told that I could have this money set aside and if I had an emergency or needed it for something special I could transfer it onto my emerald debit card that the rest of my refund was put on. A few months later, my family needed the money for an overdue bill. I got online to do the transfer and my money was not in my emerald savings. It had been transferred into an "advance line of credit" that I could use and then pay back with fees and interest, etc.!! I called customer service to get the money put back into emerald savings where it was supposed to be. I read them my contract that says emerald savings has immediate access and I can transfer money out of my savings for use on my card. I talked to 6 different people and spent over an hour on the phone. They said I would have to close the advance loan thing and it would take 2-3 business days (which I did not have for the bill I needed to pay). Two weeks later I called them again and talked to 3 people. The rep I talked to gave me a reference # and said it would take 3-5 business days to close the advance loan and put the money in my emerald savings. 5 days later my money was still not available. I talked to 2 people. The last one was a supervisor named chris. He said to check back in 4 hours (which would be the middle of the night). This morning I called again and spoke to 2 people - the last one was a supervisor named alex. He said that they were "working on" closing the advance line of credit (which is not what I signed up for) and that my money was "on hold" and that there would be a fee for closing the advance line of credit. I told him that I should not be charged a fee for their companies mistake (or scam). I asked to speak to his supervisor, but he said there is none. I guess alex runs h & r block. He said something about someone calling me and hung up on me. I just want my money that was supposed to be put in my "emerald savings" to be made available to me like the contract says — without fees for their mistake or scam — it is not looking like that will happen. See photo for section of my contract stating how I should be able to access my savings.