Consumer complaint received 2018-02-01
Company: EVERBANK, NATIONAL ASSOCIATION
State: NY
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I have been working on my non traditional VA Loan with Ever Bank, and have come across numerous obstacles in lure of delaying so my contract will run out and not to receive a closing date. I have written to Board Members for over the past month and at first it seemed to get better, but yet it has become worst. On XX/XX/XXXX two days before my closing I received an email from XXXX XXXX  stating that he was canceling my loan due to not speaking to me over the phone and he did not want to have continual communication through email. He stated he wanted to answer my concerns on the VA. By this time I have stated several times to XXXX XXXX , that I did not have concerns regarding the VA and stated facts and documents what is suppose to be put in my VA file, and also stated that I have documentation form the VA that they are ready to close and the lender needs to close the transaction. I also had expressed this to the board and sent the documentations as well. I also exclaimed that I had complied with all the documents that he had asked me to resubmit because the previous loan officer and XXXX XXXX and lost my documents, I had purchased home owner insurance policy as he requested, and stated that the Title Company is ready for closing as the previous loan officer XXXX XXXX XXXX   had told everyone last month we were ready to close. I also told XXXX XXXX that we agreed to communicate through email because I am always available through email and it would move the process along faster. I have always communicated promptly, unlike Ever Bank which includes XXXX XXXX taking weeks on end to respond to an email, but not answering my concerns, but coming up with new tactics on delaying my closing date. I also stated I had asked for an updated checklist on the commitment letter stating what is completed, and to remove items on the list that stated it can not be fulfilled until closing. I never received a response from XXXX XXXX or the board members. OnXX/XX/XXXX, I received an email from XXXX XXXX stating that they declined my loan because I would not get on the phone and because my Fico score is too low and the VA requested it. I was astonished that XXXX XXXX  would state this because it is not against bank polices and procedures to cancel a loan on making a phone call, as well as the VA does not require scores for a non traditional VA Loan, which is why we did a credit supplementary, which XX/XX/XXXXagreed it was taken care of, after I had to write to the board members about XXXX XXXX  and his colleagues positioning obstacles being well aware that it was and non-traditional VA loan and not wanting to accept my credit supplementary, which included my rent payment history, where I have been residing for over 43 years. I have sent XXXX XXXX   polices on what the VA looks for but he has refused to respond. My daughter decided to write on social media to express our experiences on TIAA XXXX   page, we received a phone call from EverBAnk. The call was from a man named XXXX, which he seemed to be helpful at first but he sneakily put me on the phone with XXXX XXXX  after we discussed that he would move my case to another office such as XXXX   or California. I called XXXX  back which he exclaimed he connected the call by accident and would give someone a call from another state. He then connected me in a 3-way conference with a man named XXXX, which first stated he was in the same office with XXXX XXXX then changed his mind and stated he is in NJ, once I recognized he works with XXXX XXXX Then they hung up the phone on me. My daughter decided to write on social media again to bring awareness about our experience, and TIAA started to mark her comments as spam and deleting some of them, by daughter started to make it know and TIAA social media monitor wrote us back about calling us and we have not received a phone call back. I believe they are delaying because they do not want to resolve the problem and they know my closing date was suppose to be todayXX/XX/XXXX. I would appreciate your assistance in this matter and will happily forward any documentation needed at your request. I hope no one will go through what I have been through. As a Veteran I have fought for this country and I finally found my dream home and Everbank and TIAA are making it impossible. Thank You.

Company response to consumer: Closed with explanation