Complaints

This profile includes complaints for EverBank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

EverBank has 66 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  EverBank

  8100 Nations Way Jacksonville, FL 32256

• 

  EverBank

  West Coast Center PO Box 79301 City Of Industry, CA 91716

• 

  EverBank

  East Coast Center PO Box 530579 Atlanta, GA 30353

• 

  EverBank

  PO Box 2167 Jacksonville, FL 32232

• 

  EverBank

  Homeowner Solutions Center PO Box 45077 Jacksonville, FL 32231

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:07/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 08/04/2023

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 08/02/2023

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

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/26/2023

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

  Customer Answer

  Date: 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

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/05/2023

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

• Initial Complaint

  Date:03/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 04/20/2023

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

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 01/27/2023

  Please see our attached response.

  Customer Answer

  Date: 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

  Date: 02/09/2023

  Please see our response to the rejection attached.

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 01/17/2023

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

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 11/04/2022

  I sent you the required forms showing I am Successor Trustee.

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 08/11/2022

  Please see our attached response.