Consumer complaint received 2020-04-02
Company: EVERBANK, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Called TIAA Bank on XX/XX/XXXX for a payoff amount on my loan. Was quoted a payoff amount of {$41000.00} as of XX/XX/XXXX. 

Mailed a cashier 's check in the amount of {$41000.00} by certified mail on XX/XX/XXXX. The check was received and signed for by TIAA Bank on XXXX. An overpayment on the loan in the amount of {$550.00} was issued on that date and mailed to us. 

I called TIAA bank on XX/XX/XXXX and spoke with XXXX about the status of the closing document on the loan. XXXX told me that all the payoff documents had been filed with XXXX County and that must be where the hold up was. XXXX told me that it sometimes takes 90-120 days for a county to process the documents. XXXX told me to contact TIAA again by the end of XXXX if I had not received the documents from the county. 

I called XXXX County on XX/XX/XXXX to see if they had received the documentation from TIAA that indicated that the lien on the property was fulfilled. The clerk told me that they had received nothing on this parcel from TIAA. 

I contacted TIAA on XX/XX/XXXX. I failed to write down the name of the person I talked to because I was quite upset. I was told by this person at TIAA that they were " backlogged '' and no documents had yet been sent to XXXX County. XXXX lied to me on XX/XX/XXXX. I asked if 3 and a half months was what TIAA considered " backlogged. '' No answer - I asked to speak with a supervisor. 

The supervisor would not give me her name. She apologized and said that it would take her a week to 10 days to complete the paperwork. I told her that was not good enough. I told her she could expedite the documents and send them overnight so that I received them by XX/XX/XXXX as I felt I had received the run around by TIAA and none of this poor service was my fault. She told me she would see what she could do but there was a " process '' to follow. 

I had not received any closing documents by XX/XX/XXXX. I again called TIAA and spoke to XXXX. XXXX said that the loan closing documents had been sent to the " investor '' on XX/XX/XXXX. I asked who or what was an " investor. '' This was the first that I had heard of an " investor. '' I said that my loan was with TIAA. XXXX said that the loan was sold to XXXX XXXX  but TIAA manages the account. The closing documents would have to come from XXXX XXXX. This was news to me. XXXX said he would call XXXX XXXX  to check the status. 

XXXX called me back the same day ( XX/XX/XXXX ) and said that no one at XXXX XXXX was available to help that day and he would get back to me on XX/XX/XXXX to give me an update on the status of the closing documents on my loan. 

Today is XX/XX/XXXX and I never heard back from XXXX at TIAA. 

I am done. I can not obtain closing documentation on my loan from TIAA. I've done all I can do. I am unable to sell the property because I don't have clean title. XXXX 's direct line is XXXX so that you don't have to spend 30 minutes navigating the phone system at TIAA. XXXX never provided this number, however, I found it on my caller ID. 

Thank you,

Company response to consumer: Closed with explanation