ComplaintsforEverBank

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a savings account with **** **** **** to put my tax money into to earn interest before I have to use the money to pay for my taxes. It was easy transferring into ******** but impossible to get out. I have tried ****ything and they will not give me my money. I have a verified account to transfer to. I’ve tried to do it in wire form to no prevail. I have called multiple times and promised call backs by a certain day which has n**** happened. They will not give me my money back and will not tell me anything that they are doing to fix the problem. They are very rude on the phone and I am completely at a loss at what my next step is. I just want my money and to close that account and N**** deal with ******** again. The only thing that came out of me trying to get my money out of ******** is they now have blocked me from even logging into my account. Please help me so I can pay off my taxes which we now had to take a loan out for until we get our money back from *********

  Business response

  03/14/2024

  Please see our response letter.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a loan with no interest rate for as long as the loan for a new AC Unit. Unique AC company use them for their customers. Although they had no monthly interest rates for this loan any late fees accumulated will not be waived. I was out of work for a full year in **** and FL unemployment was under *** biweekly! I explained this to the company and they still expect the bill to be paid monthly, no deferred payment or waivers. This loan is fully paid off and at maturity date, double payments! Now I am left with ***** in late fees and *** days delinquent on my credit from Everbank! No negotiation no compromise until today! One time offer to pay $*** today and they are will to close the deal! Wow! If I truly had it I would but this is not possible right now! The other option was to make **** monthly payments to pay it off! Higher from the original loan payments! This company is all about money making from customers and never working with customers to make sure they get their money! I remember one rep told me to borrow the money from someone else to pay them while I’m at my low of being without work and income! This company is not a people company and strictly about getting paid! Like a loan shark! I need this nightmare to go aware and my creat is shot because of them!!! *** days reported like who does that to somebody credit know that what America live by! Credit Score!

  Business response

  02/05/2024

  Please see our attached response. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been in constant contact with TIAA since 9/6/2023. This agency is purposely withholding my funds from ***. I was terminated on 9/5/2023. Why *** told TIAA 10/5/2023, I don't know and don't care. Each and every time I had called TIAA, they tell different stories and that they can't connect me to the last person I had spoken to. TIAA had demanded that I upload personal documents such as my *** ** ***** ***** ***********, and I even uploaded my Severance of Employment Certificate from ***. TIAA told me that once they had received these documents, it should take 24 to 48 hours to place the money into my account. This was in my mid-September, and on yesterday October 10, 2023, I uploaded my documents as well, still NO MONEY has been placed into my account. TIAA has informed me that they reached out to ***, now *** said it's **** who is the administrator. I am very sick and tired of having to go through red-tape for my money. I can prove it is my money when I log into the TIAA's website; the account is still open and TIAA did not close the account. They will not give me my money. I spoke to a *******, ******, and on 10/10/23, a ****** *******.

  Business response

  10/31/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  11/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ******* ***** **

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account with TIAA/Everbank, deposited money into both a checking and savings account, my debit card was activated and I really was not doing anything with the accounts, mostly just using for savinings, well without me knowing they locked the accounts, I have tried to get my money out by way of transfer, wire transfer and *****, but nothing, I have left numerous messages, emails and spole to people who say someone will call me, but been over a week and nothing. I want my money out of this horrible messy bank and an explanation as to why there has been no attempt at communication

  Business response

  11/03/2023

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ok well 2019 of April I was incarcerated till December of 2022 I received a refund from IRS for $4,471.00 in July now I was told check be mailed never was so I repeatedly wrote IRS never answered filled out a 3911 refund trace IRS never got hold of me...Until I was released in 2022 I got things done and i was told Tiaa bank let someone cash my check fraudulently and lady stated she forged my name and wrote statement i called this Bank for proof I have of fraud and no one would speak to me because I said they were in the wrong for doing what they did with out my consent. And no bank account but no one at Everbank would communicate with me. For my side and proof

• Initial Complaint

  07/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  today at 3PM PST absolute WORST customer service experience on the phone with TIAA bank spoke to rude condescending supervisor named ********* who refused to help me and laughed in my face multiple times. people like this should NEVER be in customer care industry!!!!! i want to speak to corporate to file a complaint pls email me back asap ********************* please FIRE this rude lady!!!! @TIAABankField @TIAA ******* **********

  Business response

  08/04/2023

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past 6 months, we have received notifications from TIAA Bank that holds our adjustable mortgage, that our loan would expire on Sept. 1, 2023. We have received notices dated June 20th, 2023, March 28th, 2023, and January 4th, 2023. In each notice, it clearly states the following: Rate Limit: your rate cannot go higher than 8.00000% over the life of the loan. Your periodic rate may change every 12 months by an increase of no more than 2.00000% or a decrease of no more than 2.00000%. Since we had an adjustable rate of 3% and each letter clearly states the above information, we think it is logical that the rate cannot increase more than 2% every 12 months. Today (7/10/23), we called TIAA bank, and they informed us that our new rate will adjust to 8% on September first from original 3%. The friendly TIAA representative explained that the wording can be confusing, and we are not the first ones to question this. She also indicated that this was a problem of 'semantics'. She put us on hold for 5 minutes to pull our original loan documents from 7 years ago. Over the phone, she read the document saying that the first rate reset can be no more than 5% and thereafter no more than 2%. We feel we are being misled by multiple letters from January, June, and March 2023 where there is no mention that the first rate increase can be up to 5%. We find this misleading and that the bank is trying to take advantage of its customers by not clearly spelling out the terms. It is also important to note that the bank is currently undergoing a merger with another institution, which may be why they are more concerned with semantics for the merger than their customers. Also, we received a letter from TIAA Bank on March 28th, 2023 that the company was transitioning away from the ***** ***** for our mortgage and that we would receive notification around June 30th with the new index to determine future interest rate. Nothing was ever sent to us.

  Business response

  08/02/2023

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Starting on 5/28/2023 I sent the documents which TIAA Bank requested in order to change the trustees on my mother's account.. I followed up on the process 5 times to see if they received the documents. I have yet to receive a single return phone even though I was promised they would get back to me in either 1-2 days or 3-4 days. On 6/8/2023 I resent the files and did receive a return email stated they received my email containing the PDF files ( docs). Today is 6/29/2023 and I have yet to hear anything from TIAA Bank. I even had a customer service manager profusely apologize for the inferior follow through and service I received a "guaranteed" of a return phone call with some sort of resolution to the problem at hand. Once again, 1-2 days has come and gone and absolutely no return phone call. I called a gain today and was assured the customer service manager will get back to me today. Something is horribly wrong at TIAA Bank regarding the department which takes care of this type of transaction. My father died 1/1/23 and placed me in charge of managing my mother's assets so as to take care of her the very best possible. My mother is 95 and cannot deal with any of these financial matters hence my involvement. I'm not sure what TIAA Banks game is but their dereliction of duty is beyond anything I have experienced at all of the other institutions which require the same scrutiny and processing of documents to change trustees so I can take care of my mother. The process has taken 1 month and 1 day so far and not 1 single advancement or contact via TIAA Bank has happened.

  Business response

  07/26/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  07/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  The very nice letter from TIAA Bank has some prevarications included as well. Their letter cites "our records reflect we did not receive the form for the above mentioned accounts until July 6, 2023"

  I attached their receipt of my email ( with all documents attached) dated May 28th, 2023 and their response dated June 8th, 2023. This was the second time I sent the forms and documents to TIAA

  and as one can clearly see they didn't "receive" these as well. Well, of course they received the email and documents on May 28, 2023 but more than likely due to the ineptness of employees in

  the department which forwards emails to the appropriate department failed miserable a minimum of 2 times and likely 3 times. The letter provide to you (BBB) suggests I was derelict of duty and did

  not send the forms until July 6, 2023 which is a complete fabrication of reality. The failings were entirely the responsibility of TIAA Bank and very poor  follow through as in none.

  In all fairness, after repeated promise of return calls from May 28th through July 10th which never took place, not once a wonderful event took place. An associate actually worked with me and

  I sent the files for a third time to her and she stated she received them and would forward them to the proper department and she followed through with a return phone call on July 11, 2023. I was

  shocked that this actually happened after such a track record of broken promises from other TIAA client solution specialists.

  It would seem my problems with TIAA Bank have been resolved after more than 6 weeks of my level best efforts to take care of my mother's financial matters.

  I resent the fact that the letter to the BBB from TIAA Bank suggests I was somehow involved in the documents and files not being dealt with in a timely fashion.

  At the end of the day, even though I dealt with too many bald-faced liars ( ***** and ********* to name a few) at TIAA who never followed through on their "promises", I finally came upon

  a wonderful employee named ****** ********* who not only made sure the third send of docs and files got to the proper place but she called me back per her promise. So, thank you ******

  you honored your word and obviously have a sense of professionalism many others at TIAA Bank could benefit from.

   

  Respectfully,

  ****** ** *****

  Regards,

  ****** *****

   

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having the same problem as many other TIAA bank customers. I have an IRA CD that came due June 9, 2023. Several weeks earlier I set up accounts with other banks to transfer the IRA to. I called two days before the CD came due to make sure TIAA bank had received the paperwork. They said they hadn’t and to call two days later. I called June 9 and they found the paperwork in some sort of special file and said the transfers would happen June 12. Transfers didn’t happen June 12 and on a call June 13 they are telling me it will happen today. I want the money transferred. This whole thing seems unethical and boardering on illegality.

  Business response

  07/05/2023

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2022 I had a Certificate of Deposit which I closed out. I had *** tax forms required based in Interest ********. TIAA closed out my account sometime in 2022 without notification. I tried to log in and retrieve my ******** and it is not available since my account was closed. TIAA did NOT physically mail the forms. I called on 3/28/23 and was told I cannot retrieve this myself and that they would email to me within 48 hours. It has been 48 hours and I do not have this form and cannot complete my taxes without this. How do I get this emailed to myself immediately?

  Business response

  04/20/2023

  The business responded to this complaint but asked that its response not be published.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩