Consumer complaint received 2018-08-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: EVERBANK, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XXXX XXXX, a senior mortgage officer with TIAA bank ( formerly Everbank ), was in the process of helping my husband ( XXXX XXXX ) and I underwrite bids on houses. 

Throughout the process, I repeatedly asked XXXX if my husband, a XXXX citizen, would need to translate his XXXX bank account statements. Repeatedly, I was told that as long as the statements are translated by the original issuing institution ( i.e. the bank ), then those statements would be acceptable in the mortgage underwriting process. 

At this point, XXXX was aware that we had already started the process of translating the documents with his XXXX bank ( for a fee of XXXX euros ),  even having XXXX 's mother ( who had power of attorney on the account ) repeatedly drive to the XXXX bank to facilitate the translation. 

XXXX then pressured XXXX and I into moving forward with XXXX XXXX   and insisting that we would need rush delivery for a total of {$630.00}. We were angry because XXXX had lied about the necessary steps to translate the documents, leaving us paying large fees for last minute translation services without having any time to shop around with other translation providers. 

I called XXXX on XX/XX/XXXX to explain our grievances, given that we had expected to pay XXXXEUR to XXXX 's bank for translation services.XXXX said that Everbank would " take care '' of the bill, following up with XXXX XXXX via email right after hanging up with me. During our conversation, no indication was made that the bill may not be covered, would need approval, or was at all conditional upon moving forward with underwriting. XXXX nor XXXX XXXX did not contact us further regarding this bill beyond XXXX ' last email to XXXX XXXX. 

We were contacted by a bill collection agency on XX/XX/18 to pay the bill, threatening to affect our credit score. Of course, we were surprised that the bill had not been paid. 

When we followed up with XXXX, he indicated that since we did not move forward with the mortgage underwriting process, that he was unable to cover the bill. Neither XXXX nor anyone at Everbank/TIAA bothered to inform us of any of this information. 

I followed up with XXXX ' boss, XXXX XXXX to address the issue. On a back and forth email, XXXX expressly said that XXXX would pay the outstanding bill. That email was XX/XX/18. 

On XX/XX/18 I emailed XXXX again asking for a status update on this outstanding bill. He did not respond. 

On XX/XX/18, the bill collection agency informed me that XXXX left for a 2 weeks vacation abroad without paying the bill. I emailed XXXX again asking for an update. I have not received a response. 

I'm filing a complaint based on 1 ) XXXX XXXX deceptive practices in providing misleading information during the lending process, 2 ) Everbank ( TIAA ) not keeping their verbal and written promise to cover the translation bill in XXXX, and 3 ) Everbank ( TIAA ) not paying the outstanding bill after expressly committing to paying the bill in XXXX.

Company response to consumer: Closed with explanation