Consumer complaint received 2021-02-16
Company: EVERBANK, NATIONAL ASSOCIATION
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
When COVID first began my mortgage bank, TIAA, sent a single email on XX/XX/XXXX, which I immediately printed in case I needed assistance. It states that if you need help with your mortgage to either call them at XXXX or email " XXXX ''. Fortunately through XXXX of XXXX I was still working and able to pay my mortgage, but mid XXXX I became XX/XX/XXXX with XX/XX/XXXXand was unable to work for several weeks. At first the focus was on my health, as I was XX/XX/XXXX etc. At this same time my oldest daughter was sent home from college again, and I was suddenly paying for her food, etc., even though I had paid for it at her school, and my younger daughter was laid off again after NJs governor retightened restrictions. As soon as I could move around without gasping for air, which was mid XXXX, I began to try to reach TIAA to request a forbearance on XXXX 's payment and possible extension on XXXX. I first emailed the address they provided. Every email was eventually bounced back with a " delivery delayed '' from " XXXX ''. I began to call the phone number, and no matter what I did, I could not get a human being. By now I was returning to work, so when the automated system gave three options for a call back time, I always chose the later option, yet EVERY time they called XXXX which was only twice out of 10+ call requests ) they called in the middle of my work day when my phone was not on me, and when I called back I was put right back into the recording circle. Finally in early XXXX I was in tears telling my daughter how, after busting my XXXX to raise my credit and buy this home as a single parent, my score was just Dumped due to this XXXX payment and TIAA 's Complete lack of response. She did some research and found a way to send in a request for COVID help online. XX/XX/XXXX I filed the online request ( which was NEVER mentioned in their only email communication ). By now I had also paid my XXXX payment, so I specifically explained that I only needed to have XXXX 's payment paused until my tax return in late XXXX XXXX. The second week of XXXX I received a letter, telling me my Mortgage has been paused for XXXX, XXXX and XXXX of XXXX. None of which was requested or needed. Now here we are in XXXX, I have called them over 30 times. I have send at least 15 emails, and at this point have included XXXX XXXX, XXXX XXXX and XXXX XXXX on them, yet I can not get ANY response. I bought this home 10 years after being homeless in a battered women 's shelter, with everything stolen and my credit destroyed by my ex-husband. I worked my XXXX off to get where I am, and get my score back to XXXX, and TIAA 's complete lack of basic communication and failure to follow Multiple executive orders has in one foul swoop dropped it into the XXXX 's due to their report of not paying my XXXX payment, even though I fit every possible circumstance to request that forbearance, and would have had they properly communicated in one of 5 ways I attempted. I have since paid XXXX, XXXX and XXXX 's payment. I still ONLY needed, and need, the pause on the XXXX payment, without the insane late fee and massive drop to my credit score over an illness I had NO control over. I am More than happy to work out a payment plan for that one month, but NO ONE call back!! 
I am attaching the first and last email, if more is needed please let me know.

Company response to consumer: Closed with explanation