Consumer complaint received 2017-06-19
Company: EVERBANK, NATIONAL ASSOCIATION
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We contacted the bank and gave them the following information : There was {$4500.00} charge that we put on a credit card for a rate lock at the end of   XX/XX/XXXX that  was not shown as a fee paid on the debit side of the closing statement. We understand we were credited for it, however if this is added to the debit side the remaining amount of  the Capital con tribution to HOA fees would have been reduced to {$1100.00} and our due from buyer amount reduced to {$220000.00}. Total debits should equal {$14000.00} vs. the {$10000.00} noted on the closing statement and the credit amount would show at {$15000.00}.   I will anticipate your reconcilement and answer to my question re : why the {$4500.00} is not shown on the settlement statement ASAP, and why the closing estimate YOU ( EverBank  ) pr ovided us that we had to sign states Cash to Close from Borrower {$210000.00} vs what is on the   XXXX   XXXX    XXXX  Statement of {$220000.00}.  <P/> We contacted the Bank in an attempt to reconcile this prior to closing our loan on  XX/XX/XXXX . We did not receive a response from the loan officer, rather an email receipt that the email was not read, however, we did hear from his boss, and we were told yes, he agreed, this issue has come up before and was resolved in the buyer 's favor, however, the accounting department of the bank said that this is just " how they do things '', and it was not resolved. We believe we overpaid due from buyer {$4500.00}.  <P/> Please note : this i s one of many, many problems we encountered with EverBank in their unprofessional, misleading,  and deceptive loan process. Some of the issues were : - Incorrect title on documents that had to be corrected prior to signing - In accurate appraisal with lack of details,  XXXX  square footage left off of overall square footage, and when questioned, we were told " that is the way they do it '', even though the seller and our realtor questioned also - Incorrect evidence of credit card disputes - Misquoted escrow fees that had to be adjusted - Requirement to submit tax returns prior to  XX/XX/XXXX  in order for them to verify or " loan may not close on time '' - Requested information was questioned, they responded " jus do what we say '' - Misquoting regulatory guidance, specifically  Dodd Frank, when the " requirement '' was their policy, not Dodd Frank - Total lack of understanding o f accounting for a small business - Unreasonable ongoing requests from underwriter - numerous, numerous requests when all information provided, on several occasions - Total lack of knowledge of Professional Employment Organizations that small businesses use - EverBank told us that if we put the down payment in their account, they could merely transfer the funds at closing. This was not true. When it came down to it, we still had to wire the funds. Again, deceptive, confusing, uninformed information given to the consumer.  <P/> Shall we file separate claims on each of these items?

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation