Consumer complaint received 11/17/2015 about Mortgage (Conventional fixed mortgage) with TIAA, FSB (AZ).
Issue: Loan servicing, payments, escrow account

Complaint: the mortgage on my condo was sold by XXXX XXXX XXXX to Everbank ( https : //www.everbank.com/ ). I had no choice in this matter. The transfer was done in spring of XXXX. I have had repeated issues with Everbank 's receipt of the master insurance policy for said condo ; absent their receipt of this documentation, Everbank purchases a policy from a sister company UNDER COMMON OWNERSHIP and bills my tax escrow account for the fee which is {$590.00}. Everbank does not accept the documentation via email nor does their online account access provide a document upload capability. The ONLY means by which the required documentation may be submitted is via fax or snail mail. Perfect cover to try to rob innocent people of XXXX for unnecessary insurance fees. 
The issue occurred in summer XXXX and after providing the documentation via fax on XXXX separate occasions, they finally acknowledged receipt and no charge was made for this insurance. This year, however has been an entirely different story. My condo association has provided said document on at least XXXX occasions via fax. In early XXXX I received notice that {$590.00} had been taken from the escrow account. I immediately called Everbank and after being transferred XXXX times, spoke with XXXX in the " Insurance Division ''. XXXX indicated no documents had been received and said I could not rely on the " transmission ok '' responsive on the fax because it did not mean that Everbank actually received the fax. What??? I expressed my issue with this and asked repeatedly for an email rather than a fax # to send the proof of insurance cover to, I was repeatedly told " we do not have email ''. Upon threat of complaint to CFPB and others, XXXX relented and agreed to get his managers email for use. XXXX took my name, phone number and promised a return call. On XXXX XXXX, XXXX left me a vmail indicating that he could not get his managers email but had called the Insurance carrier, spoken with XXXX who had faxed him the proof of insurance. He indicated he would be processing and then would take care of refunding the {$590.00} charge for the Hazard Insurance. 
So IMAGINE my surprise, when I receive a notice over this past weekend that my XXXX XXXX mortgage payment had been RETURNED to my bank because it was " a partial payment ''. My monthly mortgage payment is {$900.00} ; Everbank had indicated it needed {$1000.00}. I immediately accessed Everbank 's online system and determined that the increase in the monthly payment was from the {$590.00} insurance policy charge. the charge had NOT been reversed as promised y XXXX on XXXX XXXX. I attempted to make the payment to ensure no late fees or derogatory credit reporting was done while I resolved this ongoing issue but was unable to do so ; the online bill payment system was not available to me and the message said I needed to call. 
I called today and spoke again with XXXX different groups before reaching the same Insurance Department again. Again I was repeatedly told that Everbank did not have the master insurance policy documentation. So, now after XXXX faxes and a voicemail that the documentation was received, it still had not been fully processed. Again I repeatedly requested email address to send PDF too ; again this was denied. After repeatedly arguing with the customer service staff, I was directed back to XXXX and then to his manager, XXXX XXXX. but still not email. the ONLY option was to a special fax number XXXX provided. I sent fax while he remained on the line and only hung up when he confirmed receipt.

Company response to consumer: Closed with explanation