Consumer complaint received 2015-11-04
Company: EVERBANK, NATIONAL ASSOCIATION
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I took the liberty of researching your contact information because I would like to share what I 've experienced as a result of being a long term customer of EverHome Mortgage. A partnership that I am now looking at changing no matter what the expense is because of the unprofessional treatment I have received from your company during my time of need. We 've always been great customers up until my husband was unemployed and then the chips started falling. 

This is the email that I 've sent to their company but was not sure if it would reach the right people. I actually was hoping XXXX you would forward this email to the right person. 

To summarize for you, my husband was in charge of our finances. Long story short, he fell behind two months prior to when I received the certified letter stating what our situation was. I was crushed to say the least. Disappointed and hurt, I called your company to see what needed to be done to get us back on track. I was rudely and unprofessionally treated by all of your personnel including my specialist XXXX. They never discussed what my options were but demanded disrespectfully what I needed to do immediately. My situation was awful because not only did my husband mislead you but he misled me as well. I was dealing with a liar of a husband who not only did n't pay you but other lenders as well. your representative did n't not take under consideration that I was calling to reapir what was broken. They demanded 3 months of payments when I was only behind XXXX along with some late fees. 

I borrowed the money from my parents and asked what I needed to do to make all of the harassment go away. XXXX got on the phone and explained and talked to me like a human being. She empathized with me and told me what fees were what and asked me what I could do. I paid for two months along with XXXX in late fees, property inspection and bad checks that my husband had written. I then made a postdated check for that third payment to have been withdrawn by the XXXX. ( within the grace period ) When I looked up my payment online it still showed us owing the XXXX. I was told that I had to pay it ALL again. Even after I was told that I was done when I paid the exact same fees on XXXX XXXX. I paid XXXX, XXXX on XXXX. 

I asked to speak with a manager but was told I needed to speak again with my unprofessional assigned specialist, XXXX. She actually refused to come to the phone to speak with me. She relayed a message to the representative that there was nothing that she could do. I must simply pay it. They said they could waive the late fee IF I had n't requested that within the last 12 months. Of course we had n't because we are not told anything. Even though my husband was unemployed for almost a year, they did n't advise us of any assistance out there. We are still regrouping. 

After placing some reviews on the internet about this poor service, I 'm also going to the XXXX for I will not tolerate this lack of respect from any of them again. I 'm also looking into going with another company, even if the interest rates takes advantage of me more than what your company is doing. I 'm done. Even when they knew my husband was unemployed and we were a family XXXX living on XXXX income, and educator 's income, they never told me about the XXXX program. Or another assistance for that matter. They should really clone XXXX XXXX and her immediate supervisor because their entire staff is toxic! I ca n't even contact anyone from their head quarters to share this concern. 

Very displeased and done customer for almost 14 years of EverHome bank. 
( not by choice, our mortgage was sold )

Company response to consumer: Closed with explanation