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Complaint Details
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Initial Complaint
01/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have accounts with **** bank. I am unable to transfer money between accounts or out to external banks. I am however able to transfer funds into **** accounts. **** advertises easy online control of your accounts, but restrict movement of Money for better benifits. I have attempted to contact **** bank to resolve this problem by contacting local banks listed as **** locations. I contacted the one listed for Overland Park KS and was informed they were not a branch bank but only handleded retirement accounts. I tried a branch office in Jacksonville FL and they were unable to fix the problem or do transfers for me. I HAVE CONTACTED THE NATIONAL HELP LINE AND BEEN PUT ON HOLD FOR OVER 1 1/2 HOURS WITH NO RESPONCE. IT POOR BUSINESS AND EVEN FRAUD WHEN **** BANK AVERTISES EASY ACCESS BUT PROVIDES A WEBSITE THAT DOES NOT ALLOW EASY TRANSACTIONS AND A CUSTOMER SERVICE THAT CANNOT BE CONTACTED. THERE IS A REASON WHY THE LINE IS SO BUSY. IT IS BECAUSE THERE ARE SO MANY PROBLEMS WITH THE WEBSITE AND FALSE STATEMENTS AND FRAUDULENT DEALINGS FROM **** BANK.Business response
01/27/2023
Please see our attached response.Customer response
01/27/2023
[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: First, I only requested that exteral transfers out of the account be stopped. NOT internal transfers. This was due to them putting ***** as a means of someone transfering money out of my account. It's a very easy way for a hacker to remove funds. As for the call them to remove any restrictions, their phone for contact was busy the days they mentioned, but also continues to be unable to contact with out very long holds. The simple fact I contacted a branch location and talked to them about my account problems should be enough to release funds for internal transfers between accounts, NOT *****. The fact I was not trying to transfer funds out should be enough. The fact they received this complaint about the issue should more than state that I do not want transfers restricted. ONLY ***** withdrawls As for calling to talk to them, I've already set on the phone for more than two hours with no responce. I will not waste more of my time doing this. I CONSIDER MY ALREADY CONTACTS A FORMAL REQUEST TO REMOVE ANY RESTRICTIONS FOR ME TO US MY ONLINE ACCESS AS STATED . I DID NOT ASK FOR ***** NOR DO I THINK OTHERS SHOULD BE ABLE TO CREATE AN ACCOUNT TO TAKE FUNDS OUT OF MY ACCOUNTS. There are confirmed Bank for transfers in or out and that should be the method to add or remove funds. There is no reason I would or want to block ability to move funds internally between accounts., however there are big reasons why **** would want to restrict movement of funds to higher yield accounts.
Regards,
*** *****
Business response
02/09/2023
Please see our response to the rejection attached.Initial Complaint
12/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
During January of 2022, I contacted TIAA Bank to inquire about the current balance of my TIAA Bank Home Equity Line of Credit (HELOC). During that call, I was told the balance and I then proceeded to pay it for a zero balance. At no time during the phone call with TIAA Bank did I request to "close" the account since I planned to use the line of credit in the not too distant future. Some weeks later, I was notified by TIAA Bank the account had been closed. Upon reaching out to TIAA I was told I had requested the account be closed and that I would have also provided a written request to do so. At no time during the January call, nor anytime since, have I verbally requested or provided a written request to close my TIAA Bank HELOC account. This can be verified by TIAA Bank employee ****** ******* (Oversight Analyst). After months of attempting to get the account reopened, I spoke with Ms. ******* and she confirmed that I did not request the account be closed. Ms. ******* stated to me that recorded phone conversations were reviewed and during my telephone conversations with TIAA Bank I specifically requested a loan balance and did not request the account be closed. Ms. ******* indicated to me that someone from TIAA Bank would contact me about reinstating the account. To date, months later, I have not received a call from TIAA Bank and calls/messages to Ms. ******* have not been returned. Ms. ********* TIAA Bank telephone number is ************.Business response
01/17/2023
The business responded to this complaint but asked that its response not be published.Initial Complaint
11/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On or about July 19,2022 we learned my Mothers medical and mental condition were deteriorating and she needed assisted living. As Bank of America was paying limited interest and she needed income to pay the large monthly charges my Husband reached out to TIAA as we have a past and present relationship with the bank. He spoke on the phone with a TIAA Representative and went over the fact that we wanted the highest interest return, but we’re concerned about early withdrawal penalties if she died. He was told there were no penalties if she died. He clearly stated that she had a revocable living trust and was told the account would have to be setup in her name first and then changed into a revocable trust. Clearly, he outlined the entire situation and was assured there would be no early withdrawal penalties if she died. Once given the information that the account would be titled as a Trust and already being given our concerns about early withdrawal charges the Representative on the phone had the responsibility to either further research the situation or disclose a change in the early withdrawal terms. The Representative did not do this. My Mother was operated on July 20th, 2022. A complication caused a major stroke. She died on 09/04/2022. While changing the successor trustee to myself at the Branch on Route 580 Clearwater, FL. we were notified by the Representative, Christy Roof, that there would be a $28,000.00 early withdrawal penalty and there was no way to avoid it. I expressed the whole scenario and all she offered to do was look into it. I asked for the Branch Manager and she told me she has authority in these matters. There is no way, in my right mind, I would establish a 5 year CD on an 82 year old woman with multiple health issues and an upcoming, albeit minor, surgery without asking all the questions regarding early withdrawal penalties and fully revealing the nature and titling of the account. Account #********** The ***** * ******* *** ****** ******Customer response
11/04/2022
I sent you the required forms showing I am Successor Trustee.Initial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
To whom this may concern, Hope this message finds you well. I have attempted to provide Durable power of attorney with the accompanying Full force and effect affidavit form in person at the Boca Raton branch located at **** * ******** *** ***** ***, **** ****** ** ***** with confirmation from Felicia Ferber at said branch. Additionally the Durable power of attorney was sent via Certified mail with return receipt to your mailing address at *** *** **** ********** ** *****. Thank you.Business response
08/11/2022
Please see our attached response.Initial Complaint
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid off my mortgage with TIAA address I received a letter after paying it off stating that my payoff overage of 1979.97 would be credited to an account for the state, where they would be held for claim. If i did not call in to request a reissuance of my refund. I called 10 Times the same week I received the letter. I was told a check was being sent the following week. I still have not received them. I called the texas comptroller and confirmed my funds are not with the state. I have called TIAA 20 times (documented) they refer me to other departments until I am hung up on or give up. The refuse to help me locate my funds.Business response
07/22/2022
Please see attached response.Initial Complaint
07/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I simply want the option to name/nickname my accounts with TIAA. I have multiple accounts and every time I've contacted them about this, explaining that their way of naming accounts is confusing and I'm worried about making errors when handling my money, they tell me they used to have that option but don't have it any more. Every other bank I've worked with has this option to name accounts and I don't know why TIAA Bank refuses to do so.Business response
07/21/2022
Please see response attached.Initial Complaint
02/03/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Currently, I have a mortgage with TIAA Bank. They handle my escrow account. It is time to pay home owners insurance and flood insurance. Home owners insurance was paid correctly and on time from my escrow account. However, the flood insurance policy has not been paid and is due by 2/16/2022. After spending several hours to reach a live person to handle this at TIAA, I finally reached a representative on the line. She confirmed that the money was in escrow to pay the flood insurance policy. However, she state that it would not be done because the flood insurance policy was listed by my middle name and not my first. I stated I would be willing to submit an ID to prove that the account is accurate. She continued to state that the policy would not be paid. I explained that it was in the bank's and property' best interest for the policy to be paid. After several attempts, I state I would pay the flood insurance out of my pocket to avoid any lapse in coverage and to make sure I am compliant with my loan at TIAA Bank.Business response
02/11/2022
Please see our attached response.Customer response
02/15/2022
[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: Unfortunately, I did receive a notice a difference regarding the names listed (full vs middle name) on the policies until after I ensured the flood policy was paid. Before I received the notice and was the discussing the issue with Loancare, I did let that know that I was not aware of any notice that they sent me. I also let them know that it was important to protect the bank's and property interest by ensuring that the policy was paid. Looking back now, I am thankful that your interest is protected. If I had not paid the policy and waited for the delayed letter, the policy may have not been paid on time. it was obvious that Loancare did not want to find a solution to ensure the protection of TIAAs interest. It is also of concern that if the policy had not been paid on time, would TIAA Bank call the loan? This could have caused more issue for me, the borrower.
I would highly recommend that you find a loan servicing company that has TIAA's interest in mind. At the same time, look for ethical companies that understand customer service.
Regards,
******* ********
Initial Complaint
01/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On January 3, 2022, my CD rolled over and based on 2021 performance of 2.88 APR I renewed for 60 months. When I realized that the new rate would be 1.05 APR I called 1/19/2022 to change the terms. I was advised that I was 6 days beyond the grace period and must be fined $1,415.68 for making any change. During those 6 days we suffered peak pandemic limitations and major winter storms. Other financial institutions are showing flexibility (e.g., Wells Fargo). TIAA Bank’s ridged adherence to its grace period will cost me $1,415.68 and the bank the closure of accounts totaling $462,670.82. I will briefly see if an adjustment is forthcoming. If not my relationship with TIAA Bank will end. Although I realized that the bank was separate from the institution administering my retirement annuities, I assumed that a similar level of ethics pertained. That does not appear to be the case. account ending ***** All attempts to find a complaint link, address, etc. yielded nothing. My only available contact was the rep I spoke with regarding this matter. He had no further advice or recommendation.Business response
01/28/2022
Please see our attached response.Initial Complaint
01/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Details about a paymen that was made by mistake by Tiaa Bank/Loancare: - Date of transaction: December 20, 2021 - Amount of funds paid: $961.00 - Contacted loancare and they dont know for sure when the funds will be return to escrow - The nature of the dispute is mpayment without proper reasoning from client account - The Loancare team have not provided a realistic date when the funds will be place back into the account, instead they blame assurance (Third party servicer they worked with for payments of insurance)Business response
01/28/2022
Please see our attached response.Initial Complaint
11/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
• Date of Transaction: July thru Present 2021 • Each Payment They Claim they did not receive including July, August, September and October. • $9800 • To recognize the amount paid and reconcile to paid the mortgage into November 2021 • The nature dispute: TIAA bank outsource the servicing of the mortgage to Loancare. My bill payment meanwhile was going to TIAA causing gaps in payment. I have been paying consistently electronic Bill-pay for that a decade now. Even we caught it on July there are check for July, August, September are missing. I provided Bill-Pay Transmittal documents for each payment with its trace number. • They ask for My Banking Statement of checking account that bill-pay draws from (which I feel it was very intrusive) which I provided for the pertinent Months plus June and November for continuity • I have tried dozens of time with untold amount of hours spent over: o The phone where I keep get told to email the payment research department o Emailed and phone to the payment research department o Produced and sent per their request all in PDF format: ? Bill-Pay Transmission Document ? Bank Statement Information: June thru November ? Bill-Pay Payment information going back to May 2020 showing no missing payments and Confirmed Bill-Pay Pavements (provides the check counts) ? Old Account Number: ************ **** ? New Account Number: ************ ******** - Provide explanation of my payment schedule I have uploaded documentation to all this... Thanks Last but not least when I asked for pay-off they confirm to **** and I (**** is my Wealth Manager) $206K at the date of wiring they change the pay-off adding $6000 including $450 late fees that I have agreed to remove. Again **** and another person who receive the pay-off amount to wire the money were listening the current amount $212...Business response
11/24/2021
see attached
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Customer Complaints Summary
32 total complaints in the last 3 years.
14 complaints closed in the last 12 months.