EverBank, National Association Corporate

Complaint ID: 8179824

Product: Checking or savings account

Sub-Product: CD (Certificate of Deposit)

Issue: Managing an account

Subissue: Funds not handled or disbursed as instructed

Company: EVERBANK, NATIONAL ASSOCIATION

Complaint: EverBank CDs were opened with maturity instructions entered online. Everbank updated their platform and as a result they indicated that they will not honour the maturity instruction that were previously entered. 1. Maturity instructions can not be called in until the maturity date. 2. Maturitiy instructions can not be entered online until XXXX day after the maturity date. 3. Default maturity instructions are to rollover into a new CD. 4. If the CD is not rolled over to a new CD no interes will be paid between the time the CD matures and the time the funds are moved out of the CD account. Everbank made changes retroactively. CD would not have been open if these were the rules when the CDs were opened. This restriction on when maturity instructions are accepted is not disclosed for new CDs until after the CD has been opened.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 8005973

Product: Checking or savings account

Sub-Product: Savings account

Issue: Closing an account

Subissue: Funds not received from closed account

Company: EVERBANK, NATIONAL ASSOCIATION

Complaint: For the past 2 months, I have been trying to transfer my individual traditional IRA savings account money ( my life savings in retirement funds ) from Everbank to my local bank XXXX as a normal, standard procedure -- a trustee/custodian-to-trustee/custodian transfer of funds. For two months, Everbank sent me wrong forms to fill out, then they sent more wrong forms to fill out ( I had all their forms filled out and submitted with notary stamps/witnesses just as Everbank asked . Each person I spoke with told me that the previous person made an error. The procedures were not followed and erroneous information and instructions were given to me by atleast 7 employees This kept happening for almost 2 months. I finally gave up nad had my local bank initiate the IRA transfer process. I filled out all the appropriate forms with my local bank XXXX, which forwarded the documents to Everbank. I receive a written email from the special processing unit of Everbank on Tues. XX/XX/XXXX that Everbank had sent a check for the full proceeds ( money ) in my IRA to XXXX by XXXXThe money has never arrived from Everbank. XXXX says it was never sent. My account was closed. My money has disappeared. Everbank employees hang up on me when I call. Or they put me on hold for an hour at a time and never pick up. Everbank has stolen $ XXXXfrom me and Everbank will not help resolve this. HELP! HELP! Please. P.S. Everbank is not a real bank -- it is a savings association and NOT a commercial bank.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7954126

Product: Mortgage

Sub-Product: Home equity loan or line of credit (HELOC)

Issue: Trouble during payment process

Subissue: Payment process

Company: EVERBANK, NATIONAL ASSOCIATION

Complaint: My TIAA HELOC ( serviced by XXXX XXXX ) was taken over by Everbank ( still serviced by XXXX XXXX ) and on XX/XX/2023 I received an email saying that the newly designed mortgage website had launched that that it would include, " improved user experience, enhanced tools and features, secure statement storage ''. But when I tried to make a payment to principal on my HELOC it said that was not available. I called customer service that they stated that when the HELOCs were transferred, they failed to include the payment option. I was able to make the payment over the phone. Then, the cyber attack happened and I was locked out of my account for a week. When the site came back up on XX/XX/2023, I logged in to find out what my interest only payment would be, but the website again showed {$0.00} and no ability to make a payment. On XX/XX/2023 the interest payment of {$3600.00} was deducted from my checking account. I can't even access my banking info, in terms of what account is linked and if autopay is even set up. Only after poking around and locating my statement did I see that was where the amount was listed. Ever since XXXX took over servicing this loan from TIAA, my access to my HELOC and ability to make principal payment has gotten more and more difficult. I feel this is in breach of the agreement that TIAA made with me when I got my HELOC with them. I was supposed to be able to make payments online anytime. This process has only gotten more difficult as time has passed. I just want Everbank to hold up their end of the agreement and give me the access that was promised. Which is : the ability to fully service my account online by being able to make payments whenever I need to, and be able to manage my linked bank account online.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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