Consumer complaint received 2018-09-06
Company: EVERBANK, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The summarized story is : the 3rd party vendor my mortgage company hired to manage our claim has not forwarded any funds since the initial set of checks sent in XX/XX/XXXX. 

I have documented all of our calls and names of my instructions. This is only in note taking form. They have a copy of the recorded conversations, but will not release them to me without a court order, and will not communicate any other way. 

Every time I call I get a different answer and a different set of hoops to jump through. I go attend to the new instructions, then yet another problem emerges. From the beginning I was told several times that because I was in Texas my GC did not need a licence. I have it in my notes. I never saw anything other than this information on the web site. As soon as I turn in my first set of receipts and complete documentation on my General contractor, I am told they need insurance. My GC spends XXXX XXXX and buys insurance. Which we turn in and the next time I call I am told a Bond is  needed. The cost will be around $ 10K. When was this decided? Why was this not discussed sooner? I am told this is a direct request from XXXX XXXX, who should have nothing to do with my loan. When I call TIAA, they forward me to their loss dept, who no one in the dept is employed by TIAA. nor was interested in helping me further. 

Furthermore my mortgage company told us at closing, we were not required to buy flood insurance. We live or lived in a no flood zone. We purchased the policy on our own, but now they hold our money, dictating how we spend it. 

I have turned in plans, drawn up by a certified architect, with a few changes to our floor plan by a certified aging in place designer. The plans are stamped and permitted by the city of XXXX and ready to go. I hired XXXX XXXX XXXX to manage the process, not only because they are awesome, but I have known them since I was XXXX, and with all the accounts of fraudulent behavior, I wanted someone I could trust. 
When TIAA insisted they get insurance, they got insurance, which they will drop, as soon as my house is complete. Why? Because no one else in Texas requires it. ( By the way I am XXXX 's 5th Harvey house repair, no one has asked for licence, bond or insurance ) so XXXX XXXX later, ( which will be added to my bill, so that is {$4.00} XXXX less going to actual repairs and another month of delay ) now they want a bond. This is mind boggling. They want me to pay $ 10k, to  insure, my insurance money, who, I am the only one who paid for it in the first place! 

Funds are tight. We are still living upstairs, all through the summer with little plumbing and no electrical downstairs, yes that means no A/C. Its been a a year now. I am XXXX and have XXXX kids in college. We have done everything to the letter according to XXXX code and then some. No one else is paying XXXX XXXX extra for bonds and insurance. 

Please advise, without calling an attorney Which is just more money out of pocket, I am not sure where else to. Thank you.

Company response to consumer: Closed with explanation