Consumer complaint received 2018-10-22
Company: EVERBANK, NATIONAL ASSOCIATION
State: ID
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am the Power of Atty for my mom, who lost her husband in XX/XX/2018. I have been assisting her with her financial affairs. We contacted Everbank ( now TIAA ) in XX/XX/XXXX to inquire about the process to add my mom as the Personal Representative on the mortgage, as it was solely in my step dad 's name. We provided the death certificate and Surviving Spouse Affidavit of Community Property Inheritance at that time. 
In XX/XX/XXXX, we started the process of refinancing that loan ( with another bank ), to pay off this Everbank/TIAA loan. Every communication that we had with TIAA was a nightmare as we were told the request was " in process '' and they couldn't speak to us as we were not " authorized ''. We made multiple attempts to get the Mortgage Verification letter so that the refinancing bank could verify that the TIAA loan was in good standing. Every call, including those escalated to supervisors, ended in frustration. 
The loan was paid off in XX/XX/XXXX and a check was issued for the remaining escrow funds but it was made payable to " The Estate of '' my deceased step father 's name and my mom could not negotiate the check. 
We called XX/XX/XXXX to ask them to re-issue the check and we told that we would need to provide the following items in order to do so : 1. A letter with the detailed request 2. A copy of the most recently recorded Deed of Trust 3. Surviving Spouse  Affidavit of Community Property Inheritance 4. Death Certificate 5. W-9 Form to validate my mom 's SSN We provided ALL of those items on XX/XX/18. I also provided the copy of the Power of Atty to validate that I am authorized to take care of all financial matters. 
I made a call on XX/XX/18 to ensure that all of the documents had been received and to inquire on how long it would take to process. I was told the documents had been received and to expect 30 days to receive the new check. 
I made a call to TIAA on XX/XX/18 to check in on the process and again, was told that the documents have been received, but they are " in review '' and that " these issues are complicated and take time to resolve '' and that I could call back in 2 weeks to check on the status. They would not provide me any additional information or give me any timeline on when we could expect to see the escrow refund. 

This is a pretty simple request and they have been in receipt of every legal document to support our inquiries, requests for information and re-issuance of the escrow refund. We have faxed and re-faxed the SAME documents multiple times since XX/XX/XXXX. We have followed ALL of their instructions and they have been very difficult to work with and are not responsive. 
We DID receive a confirmation that the loan was paid in full and they included the Re-conveyance Notice that was filed with the county. But they have not yet re-issued the check for the escrow balance. I feel that this has been an excessive amount of time and effort to complete and would like this to be addressed and resolved ASAP.

Company response to consumer: Closed with explanation