Consumer complaint received 2016-12-03
Company: EVERBANK, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
EverBank, Inc XXXX Website : www.everbank.com XXXX XXXX XXXX, XXXX, FL XXXX. 
On XX/XX/2016 I spoke with XXXX # XXXX, XXXX Employee # XXXX And XXXX XXXX/Supervisor. I informed all XXXX employees that my online checking accounting would not allow me to do external transfer and instructed me to contacted EverBank. I have made many external transfers in the past so I 'm familiar with the steps. However, all three employees failed to assist in solving the problem and failed to resolve the problem. XXXX did n't understand my request and hanged up the phone and XXXX refused to help solve the problem and threaten to close my account by sending me a check. As the bank is in Florida I requested a faster resolution so the external transfer can be done which is faster as bills needed to be paid. I repeatedly checked and on XX/XX/2016 the issue was never solved despite ample time. I spoke with XXXX XXXX # XXXX who initially refused to give me her employee # and upon learning of same problem that I 'm unable to make an external transfer and website instructed me to contact Everbank customer support she said there 's nothing she can do. She refused to answer if there was a tech problem and stated I had to wait 3 days to hear from tech support. I called back & spoke with XXXX # XXXX. She understood the problem and stated she all she could do was send me a check with a limited dollar amount. The amount is less than what I requested. Summary of complaints : 1 ) Everbank purposefully will block external transfers and despite reporting this problem with numerous staff ; Everbank will not resolve the problem 2 ) Everbank illegally prevent client from having access to their own money. 3 ) Everbank did not allow me access to my money of over XXXX dollar. 4 ) Everbank delayed resolving the issue that they were aware of since XX/XX/2016 which to date is a delay of one week 5 ) Everbank may resolve the issue week of XX/XX/XXXX, but until it happens it is just a verbal claim which has failed before. 6 ) Everbank staff members provides very poor customer service as upon learning of the problem will hang up versus assist the customer. 7 ) Thank you to XXXX # XXXX She was understanding of my situation despite stating she 's unable to help and I will have to wait at least another 3 days before the issue will be looked at. In total it is at least 9 days wait and until I receive my money it probably will be longer. 8 ) I have another account with Everbank and I 'm told I have to wait until XX/XX/XXXX before I can request my funds from that account. I have proof via recorded phone calls and screen shots taken from computer of dates and time that I have attempted to withdraw my money but Everbank illegally kept my money for at least 9 days even though they were aware of my intent to gain access to my funds. Please publish this complaint as a warning to the public. It is wise to have a brick mortar bank where you can go in person. Everbank is an online bank and they operate like a fly-by-night company because they will not honor a client 's request for access to their money. We work too hard for our money and it 's considered stolen property when someone intentionally prevents you from having access to your property. My issue is not solve and I am reporting stolen property which is my hard earned money. Please warn the public and please help me so I can get every penny of my money in both accounts in Everbank. I do not recommend opening an account with the bank please be warned. If you ca n't access your money when you need it and if the bank knows and wo n't release your money that 's a criminal offense. Thank you

Company response to consumer: Closed with explanation