Consumer complaint received 2023-03-20
Company: EVERBANK, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We chose to enroll in the mortgage forbearance program at the start of Covid with both our mortgage and Heloc. Once the forbearance period was over we were asked to fill out a packet to restart payments. Our Heloc paperwork completion to repayment phase with TIAA took less then 60 days. Our main mortgage loan was sold to the XXXX right about the time our repayments were starting. XXXX was then our servicer and TIAA still the investor. We were asked to fill out the same information for XXXX to restart mortgage payments. Our packet was determined complete on a voice recorded line and XXXX stated no other information was needed and that they would contact us in 30 days with information on how to make our payments. It turns out XXXX needed information from us and claimed they called but there was no email, letter in the mail or voicemail letting us know our packet was now determined incomplete. Because XXXX was unable to reach us they placed us in an active foreclosure state. Now that we are in an active foreclosure state they have been emailing, calling, and leaving voicemails but were unable to before? The way in which XXXX contacts us is very inconsistent. XXXX then reported us to the credit bureau and stated we did not pay for 36 months including the entire forbearance timeframe. The forbearance timeframe which was provided by the federal government during a National state of emergency for Covid. We have been trying to begin payments since XXXX of XXXX. Every time we go through this process our packet is considered complete within the first week and then just days before the 30 day deadline more information is requested. For example XXXX stated we would be able to move forward with payments on XX/XX/XXXX. XXXX sent a letter in the mail ( did not call or email ) requesting more documents on XXXX XXXX which wouldnt have been received until after the 30 day timeline. This is the third time we have experienced this from XXXX. XXXX has shown a pattern of making it impossible for us to reinstate our loan. We want this resolved with our original term and rate when the loan was bought which was 4.125 % over 30 years. 

A rush was recently put on our completed application since our application has been completed three times with no decision brought to us on how to move forward with payments. It was stated that the decision would be brought to us ( the homeowners ) between business day three to seven. XX/XX/XXXX was the seventh business day and XXXX had no answers for us. XXXX stated on the day they should have given us a repayment plan that the credit analyst has not been able to reach the investor. The investor ( TIAA ) is not responding to them yet we had our Heloc in the repayment phase in less than 60 days with the bank TIAA. We continue to do everything in our power to pay our loan. The ball is in XXXXs and TIAAs court once again and nothing is moving forward at our expense. 

We recently received another increase in interest on our Heloc due to the report XXXX made on our credit. During this process we are unable to pay our mortgage because of XXXX, our credit is continuing to go down and our interest go up. This is unethical and professional malpractice. This prolonged process is literally ruining our lives with bad credit, and increasing our Heloc to over double what it originally was while being threatened by XXXX / TIAA to loose our house to foreclosure. This is also affecting our health by worrying about loosing our house that we have the money to pay for but are being forced into foreclosure. There is no action plan or timeline that XXXX / TIAA is held accountable for. We feel as though this is professional malpractice and will be filing more complaints, hiring a lawyer, and contacting the local news station. Please reinstate our original loan out of forbearance and into repayment.

Company response to consumer: Closed with explanation