Consumer complaint received 2024-07-12 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: EVERBANK, NATIONAL ASSOCIATION
State: SC

Complaint narrative:
I initated a transfer of {$5000.00} to Everbank on XX/XX/year>. I called Everbank about when the funds would be available in my account on XX/XX/year> and they responded that since it was a newly openned account it would take 5 days and my funds would be available on XX/XX/year>. All interfaces of Everbank showed on XX/XX/year> that the {$5000.00} transfer had completed and I had an available balance of {$5000.00}. 

I then attempted to link my Everbank XXXX account to a XXXX XXXX credit card to setup autopay for that credit card. I was unable to do so becasue XXXX XXXX does not work with Everbank and would not allow me to link an Everbank account for autopay on my XXXX XXXX credit card. Autopay is a necessary feature and I had a much smaller relationship with Everbank than XXXX XXXX so I decided to move all my money from Everbank. 

I then attmpeted to transfer my money from Everbank back to my XXXX account but was uanble to initate any transfer on XX/XX/year> despite the funds being presented as available since XX/XX/year>, however my checking account with Everbank was able to initate transfers to XXXX ( which had a balance of {$100.00} following the same timeline ). I then called Everbank customer service who was similarlly confused why I was unable to initate a transfer while being able to from my checking account. They presented the solution of closing my savings account and creating an internal transfer to my checking account. After which I would be able to transfer to my XXXX account, they prefaced that this would take XXXX days to complete. 

On XX/XX/year> I logged into Everbank and saw that nothing had changed and now I could no longer even initate a transfer from my checking account. I called customer service on XXXX and they claimed that they could not transfer any funds until they contacted XXXX XXXX again. I questioned why they would need to contact XXXX for a transfer that had already gone through and showed as avaialable funds. And said that they were waiting for a response from XXXX and they suggested that I could contact XXXX to speed up the issue. I asked why they hadn't followed up with XXXX and the agent said the person dealing with this issue when home and she did not know when they had contacted XXXX and she would email them to follow up on Monday. When asked why I wanted to transfer my funds outside of Everbank, I explained the issue with the XXXX XXXX credit card autopay which the agent could not understand. She kept repeating that " you can't link a bank account to a credit card '' or " just use bill pay '' failing to understand that I wanted to use autopay with my XXXX XXXX credit card. 

With no timeline or expected date of when I would be able to transfer the call ended. I still don't understand why an internal transfer of availalbe funds would require input from XXXX or why I can also no longer transfer externally from my checking when I was able to do so on XX/XX/year>. In summary I am extremely disatisfied with Everbank 's handling of my funds.

Company response to consumer: Closed with explanation