Consumer complaint received 2021-07-15
Company: EVERBANK, NATIONAL ASSOCIATION
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I previously submitted the complaint below. 
In the interim, I have received resolution for XXXX of the XXXX items. The missing reimbursement was misrepresented in the response back to the CFPB and the complaint was closed. 

TIAA is claiming that they have sent me back the check that was received by my bank. This is not true. The check that was sent to me is from TIAA Bank and is made payable to TIAA XXXX. Neither myself nor my bank are parties on this check. The original payment was sent from my bank ELECTRONICALLY to TIAA and TIAA wrote this check to TIAA XXXX. 

My bank has made multiple calls to TIAA and I have made multiple calls to TIAA and to XXXX regarding this issue. It has been acknowledged by their reps on multiple occasions and a work ticket ( supposedly ) submitted for reimbursement. Please feel free to request the recordings of the many many phone calls I have made. The last calls made are : XX/XX/XXXX : XXXX XXXX : XXXX XXXX : XXXX XX/XX/XXXX : XXXX ( with agent id XXXX ) Although I have been promised it on multiple occasions, not once has one of these agents called me back with follow up or updates. 

Original complaint : In early XXXX, TIAA Bank transferred the mortgage servicing to a partner company - TIAA XXXX XXXX. It the midst of this, I was in the process of selling my home in XXXX  and purchasing another home in XXXX. The XXXX  home was sold and closed on XX/XX/XXXX. On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments in the amount of {$2900.00} ( each ) were electronically sent to TIAA Bank via my bank 's online banking platform. These payments were made to TIAA Bank, who then forwarded them to TIAA XXXX. In the meantime, XXXX received a check from TIAA and promptly mailed me the check ( made payable to TIAA XXXX ) with a letter that the check can't be processed because the loan had been paid in full. I am not able to do anything with a check made out to another party. I have made many phone calls to TIAA and TIAA XXXX, which have all been escalated to a supervisor. None of the these calls have resulted in funds being refunded to me. I have On XX/XX/XXXX, I spoke with XXXX, who told me that the XX/XX/XXXX payment was credited prior to the account payoff ; however the 2 remaining payments were not. She said that the XX/XX/XXXX payment was sitting on the account, with no action. The XX/XX/XXXX was no longer there ( because they had already mailed me their check ) .A copy of this letter and the returned check will be attached. In all cases, it is not the fault of the consumer that the internal processes of TIAA Bank and TIAA XXXX are so complicated. It is also a questionable business practice to hold funds that were paid and refuse action to refund these when an error has been identified. Any assistance with completing this process would be greatly appreciated. In the meantime, I hope that future customers of TIAA mortgage company take heed, because the customer service, account ownership, and level of service provided by these companies has been atrocious. They are withhold reimbursement of funds that they have no right to withhold.

Company response to consumer: Closed with explanation