Consumer complaint received 2025-07-01 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: EVERBANK, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I got a call on Wednesday morning XX/XX/year>, I saw the caller IXXXX XXXX I quickly picked up the call as I was convinced by the caller ID that it was from my bank. 
The caller told my account had been hacked by an XXXX somewhere in Texas. He said he needed to verify my identity with a few questions. He said he would call me back around XXXX XXXX  the next day. At that time, he would assign me a new username and password. And that I should change my password immediately after login. 
He verified my name, phone, and last XXXX digits of my SSN. He said he would send me a code and I should read it back to him to verify. 
I told him I think I should change my password now, not wait until tomorrow. I asked him, Why should I wait until tomorrow? That makes no sense to me to wait that long. 
Of course, I wanted to cooperate with the guy, as he holds my entire life savings, over a XXXX and XXXX XXXX XXXX  at his bank. I got the code and read it back to him. 
I said, This doesnt feel right to me, why do you need a code you just sent to me? 
He said, To verify as your phone could have been stolen. You can double-check the phone number I am calling from is from the bank. Take a look at the number on your phone and look at the bank website to match the customer service number. 
I did exactly that. I felt assured that he was from the back alright. 
Needless to say he was very convincing I followed his instructions giving him several codes. 
Then he sent me a message to reply to with the approximate wording ( unsure exactly ) /username/password. I actually did that! I sent my username and password back to him! 
At that moment I realized I was just totally scammed. I hung up and went online and I think I changed my password first. Then I tried to call the bank. It took me several minutes to make the call as my hands were shaking and my XXXX was pounding! 
The woman I spoke to gave me a new username and password. I logged on again and told her there was a transfer to an outside account that I did not make for {$4900.00}! I updated my account with the new info and changed my password again. 
I had no idea that caller ID could be faked! How did I not know this? Why doesnt EVERYONE KNOW THIS? Why dont the banks tell their customers this? This is not something they should be ignoring. This should be common knowledge! 
So now I have been issued a new account with the balance of my account minus {$4900.00} transferred to a new account and number. The account is locked I cant deposit or withdraw anything. 
I also have another account at EverBank that I have been locked out of completely, because I made a transfer of {$5000.00} the day before all this happened. XXXX XXXX  stopped payment on that transaction as well. 
I cant seem to find any record on my phone or on my XXXX XXXX account of the phone call. I guess they can do that too? 

FTC Report number XXXX Date filed XX/XX/year> XXXX ComplaintSubmission ID : XXXX Date XXXX XXXXXXXX XXXX XXXX

Company response to consumer: Closed with explanation