Consumer complaint received 2025-10-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: EVERBANK, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
DO NOT TRUST EVERBANK. 

When an online merchant started charging continuity charges to my account without my permission, I had to call and get the charges canceled. However, because the charges and the refunds of those charges all had holds placed on them, it was nearly impossible to determine which transactions needed to be canceled and which were false and would eventually drop off. Then, I canceled my debit card and requested a new one, only to find out they gave the merchant the ability to charge my actual bank account no matter what card number they used - all of this without me ever giving this information to the fraudulent merchant. When I finally received the new debit card, I ended up getting a new card and another one which had the old number without any indication as to which one was the active card. They didn't set the PIN like I requested, and I had to make yet another call to take care of this, but only after a call to figure out which card was real and which was a mistake. 

I requested another merchant to refund a charge to my account because I didn't want the service to which the merchant agreed without argument and refunded the charge. However, it took Everbank 72 hours to even post the refund to my account so I could see it, then another XXXX hours before the refund was moved from a pending state to a non-pending state where the money was available to me. 

They couldn't keep their website up ; it constantly goes down and left me unable to check the status of my funds. They put holds on every transaction, some of them lasting between 7 and 16 days. Customer service representatives made obvious mistakes every time I called, to the point where I had to request supervisors every time. Currently, when you attempt to log in to the website, you have to XXXX through Multi-Factor Authentication- however, sending a text to your phone fails no matter how many times you request it. The only way to get through the MFA is to have them call you and write down or type the number live.

You can completely bypass the MFA without entering a code. Instead of entering the code that was never sent to my phone, if I click the back arrow then login again, the MFA step is skipped and I was able to login into my account. 

They have reduced the amount of interest they pay on the XXXX XXXX Account several times, and any instability in interest rates will cut the amount of money they pay. Interest payments on the performance savings accounts are paid on random days never the same one. Customer service hours are limited to tight business hours in XXXX. You will be funneled through a XXXX introduction with multiple prompts only to find out the office is closed with no way to leave a message. 

Everbank is one of the most frightening financial institutions in the world. If you are crazy enough to put your money in this bank, you have more courage than smarts. They are one of the most dangerous places you could put your money, short of leaving it in a pile by the street for anybody to pick up.

Company response to consumer: Closed with explanation