Evolve Bank & Trust

Excellent lender. They are very reputable and they are experts on VA mortgages, especially VA cash out and debt consolidation refinances. 5 stars.

This bank froze my card and put a negative balance there and said I owed them money then Once the pay was covered they still have it frozen
This occured December 15th and it's still going on they froze my card and don't answer the phone when I need them

This organization has shady business practices and severely misleads first time home buyers. As a result of their negligence I am out of $1500 and the loan officer Donna W and the Loan Production Manager Andre D have not apologized, nor offered to provide a refund after request. After assuring us we were qualified for a loan based on income and credit data, Donna disappeared during our due diligence period, therefore we were not able to close on our dream home. We escalated to several different people in her office and no one responded. After finally contacting a neighboring branch, Donna responded and advised she had to transfer our loan to another office for to assist with down payment for FTHB. The file was never transferred and our loan was denied in retaliation of escalation efforts. Professionalism is non-existent and you are viewed simply as just a number to meet their monthly quota. The loan documents they send you contain higher rates than what is verbally discussed and if you do not read the information you are taken advantage of. Stay away from this organization at all costs!

We were missed a payment due to the negligence of the bank to set up our auto pay.
I wrote Evolve the following Email: Prior to and including 10/16/2017
Greetings,

Dear Customer Service.

I am writing in regards to a default payment mark on my credit report. I do believe that an error may have been made with the system change over, that your company is undertaking.

On 07/29/2017 I had made a payment and enrolled in the automatic payment system. Once I enrolled I thought that I was all set and the payments would get debited like most of our other accounts.

My wife and I then went out of the country form August 16, 2017 to September 9, 2017. When we arrived we learned that we were default on a mortgage payment. This was a shock since our finance are strong enough to support the mortgage payments with out complications.

I called on 9/12/2017 and the customer service rep (I did not get her name), said that we were not enrolled in auto pay. I was surprised because I remembered enrolling. On that phone call, I payed the balance that was on the account (two months payments) and I had the rep enroll me in the auto pay again. I had also called earlier and the rep waived the late fee once I explained the situation.

Today, I first spoke with Maria for over 40 minute and I explained to her that on the website I cannot see that I am enrolled in auto pay. She was really nice an patient and walked me through about 3 to 4 times. She put me on hold to see if her colleges could help her understand what was going on with the system. During our phone call we also found that I did not have the "message center" option on my screen. She put me on hold to ask about that issue and we were disconnected.

I then called back and I spoke with Janelle for 39 minutes. She was also nice to speak with but she could not resolve my issues. While speaking with Janelle she told me that she could see that I was originally enrolled in auto pay on 07/29/2017, just like I thought. Janelle explained the the auto pay takes a few days to set up and there was a system change over in progress.

Janelle told me that a letter would have been mailed out. I have not seen this letter and we left the country on 08/16/2017. There was no way to call us either. Janelle told me that there should have been a letter in the document center in regards to the auto on 07/31/2017. In my document center I have no such letter. Considering these issues

1. At present I cannot see that I am in rolled in auto pay, and the customer service rep is able to see that I am. The site shows that I should download a document and enroll as of today.
2. On my website there is no message center where the customer service rep could see on the website.
3. I do not have the document that should have been dated 07/31/2017
4. There was no email sent nor did I see a letter when we returned from vacation about the automatic payment.

I spoke with both Maria and Jenelle, and they both walked me through the system, and all three of us were confused as to why our screens were not reflecting each other.

My wife and I consistently pay our obligations on time. If you could review this information, we hope you see that it is enough to remove the negative impact factor on our credit report.

Sincerely