Consumer complaint received 2020-12-18
Company: EVERBANK, NATIONAL ASSOCIATION
State: CT
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
I requested a money transfer ( international wire ) from TIAA Bank the amount of {$10000.00} on a Saturday, XX/XX/2020 at XXXX ET to be sent to my uncle through his bank in the Philippines XXXX I immediately received an email with the document confirming my wire request and a summary of the details. The document said that a prepayment disclosure email was coming next and to " Keep in mind, international wires can take up to 10 days to be delivered. '' I received the promised email containing the DISCLOSURE document, which had the title head NOT A RECEIPT and stated the details of the transaction dated XX/XX/2020 at XXXX CDT/AST. It contained a document where I was asked to indicate that I authorized said transaction. I filled out the document and sent it back. Later in the day, I got a call from an agent from the bank asking details of said transactions. The woman from the bank was telling me she was making sure that the person I was sending money to is really my uncle. After the call, I was told that the wire process will be completed and that I will get a confirmation email with all the details. A couple of days later, no email came. The money was taken out of my account on XX/XX/2020, plus the {$35.00} fee. 

I called the Bank twice to ask about the confirmation email they promised and the OFFICIAL RECEIPT. I was told that the money was sent, and that an official receipt will be sent to me soon. Nothing in my bank transaction describes that I wired money to my uncle. The only thing that said was " XXXX XXXX '' in the amounts mentioned above. 

Today is XX/XX/2020. Eleven days have past. I had called my uncle 's bank in the XXXX and my uncle called the bank as well. The intended money has not arrived in his account. And TIAA Bank still has not sent me an OFFICIAL RECEIPT of said transaction. My uncle 's bank in the XXXX is asking for the reference number to trace the money, which was never given to me. 

I called TIAA Bank today. I was put on hold for a good 18 minutes, and in each 5 minute break the woman who was so nice in the beginning was very apologetic for making me wait for a long time while she's doing her research to " dig deeper '' into my case. Finally, she told me that " he '' is still looking for my reference number and for this, she will call me back. 

This is frustrating. TIAA Bank is a big bank. Not providing an official receipt and a reference number ON TIME is highly irregular. And they can not even find it. What's worse is that the woman who was apologetic in the beginning became condescending. She told me that I have to remember that an international wire, once it leaves the bank, is not always that easy to find, or would take some time to be delivered, or words to that effect. 

Well, for one, they should have provided me with an official receipt and a reference number immediately after my transaction was completed. Second, they promised ten days : They failed to deliver. And the woman has the temerity to sound like I'm an ignorant person. I know that somewhere, someone is using my money in the meantime. I have a friend who worked for an international bank who told me this. I told this woman this. I raised my voice in response to her condescension and refusal to admit that it was not proper for TIAA to NOT issue me an official receipt, to not give me a transaction and reference number, and to not deliver the money on the time promised. She told me not to shout at her and hanged up on me. I am not sure if she was going to follow-up on my case. So I am considering taking all my money out of TIAA Bank. 

Thank you.

Company response to consumer: Closed with explanation