TIAA Direct

Re; Response to Revdex.com Complaint No [redacted] Dear Ms [redacted] On behalf of TIAA Direct, a division of TIAA-CREF Trust Company, FSB, set forth below is our response to a complaint involving TIAA Direct received by the Revdex.com on July 8, 2015, and assigned complaint number [redacted] .TIAA Direct delayed the availability of the customer’s deposits at issue due to the customer’s previous overdrafts, and sent the customer written notice of this delay, each as permitted or required under Regulation CCTIAA Direct’s published funds availability policy reflects that, in accordance with Regulation CC, funds from deposited checks are generally available within one to four business days after the business day on which the checks are credited to a checking accountOur funds availability policy also conspicuously states, however, that further delayed availability may apply.The customer’s checks at issue were deposited after the close of business on July 5th and during the day on July 6th; accordingly, they were not collectively processed and credited to the customer’s account until after the close of business on July 6thWhen the customer spoke with our call center agent on July 6th, the deposited checks had not yet been processed (and therefore delayed availability not yet applied to the items), so the call center agent relayed only the general funds availability timeframe for those itemsWe respectfully assert that our call center agent did not guarantee or promise availability of the funds by July 8th.Our call center agents have subsequently explained to the customer the reason for the delayed availability, and how it may be prevented in the futureAlso, we note that despite the delayed availability applied to the checks at issue, we permitted an online bill pay disbursement from these funds on an exception basis in order to prevent the customer from incurring overdraft fees.If you have questions or require additional information, please do not hesitate to contact me at ###-###-#### or [redacted] Very truly yours, [redacted] Complaints Management TIAA-CREF Trust Company, FSB

Reference: EverBank Account Number XXXXX- [redacted] Revdex.com Case Number [redacted] Dear Ms***:Thank you for the opportunity to respond to your correspondence addressed to the Revdex.com ("Revdex.com")I also received your message sent to MrRoger F [redacted] , President and Chief Executive Officer of TIAA via LinkedlnDue to the nature of your concerns, your correspondence was forwarded to me for handling.Your Revdex.com correspondence includes a statement that you tried to deposit a money order on March 30, to your Bank Account with TIAA Direct via our mobile applicationHowever, you state that it was a complete disaster and that you started running into some issues since TIAA Direct changed its mobile application severai weeks agoYou further state that although you had no issues with your mobile deposit on March 27, 2018, you attempted three times to make a deposit on March 30, and the deposit was declined because of poor imaging quality.I obtained information associated with your March 30, mobile deposit attempts and I have confirmed that due to the quality image of the money order, your first deposits attempts were unsuccessfulHowever, your sixth attempt of your money order in the amount of $was accepted.In regards to your Linkedln message to Mr, F [redacted] , I reviewed the transaction associated with the $500,wire that was scheduled to be deposited into your account as a commissionTo ensure that we had the appropriate information to complete the transaction, MsHolly G [redacted] , requested that you provide supporting documentation reflecting the parties involved with the wireYou provided us with documentation, which included a statement from INGBased on our detailed review and investigation of the information, we elected to close your bank account and dissolve our banking relationship.If you have questions regarding the content of this letter, please contact Kamaria E [redacted] directly toll free at ###-###-####, extension ***, Monday through Friday, 8:30AM to 5:00PM, ETIf you have questions regarding the servicing of your account or if you need additional assistance, please contact a member of our Client Solutions Team toll free at [redacted] , Monday through Friday 8:00AM to 9:00PM, ET.Sincerely, [redacted] ***SVPChief Customer Operations Officer Customer Operationscc B8BMr Roger F [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** * ***

Re; Response to Revdex.com Complaint No***Dear Ms***On behalf of TIAA Direct, a division of TIAA-CREF Trust Company, FSB, set forth below is our response to a complaint involving TIAA Direct received by the Revdex.com on July 8, 2015, and assigned complaint
number ***.TIAA Direct delayed the availability of the customer’s deposits at issue due to the customer’s previous overdrafts, and sent the customer written notice of this delay, each as permitted or required under Regulation CCTIAA Direct’s published funds availability policy reflects that, in accordance with Regulation CC, funds from deposited checks are generally available within one to four business days after the business day on which the checks are credited to a checking accountOur funds availability policy also conspicuously states, however, that further delayed availability may apply.The customer’s checks at issue were deposited after the close of business on July 5th and during the day on July 6th; accordingly, they were not collectively processed and credited to the customer’s account until after the close of business on July 6thWhen the customer spoke with our call center agent on July 6th, the deposited checks had not yet been processed (and therefore delayed availability not yet applied to the items), so the call center agent relayed only the general funds availability timeframe for those itemsWe respectfully assert that our call center agent did not guarantee or promise availability of the funds by July 8th.Our call center agents have subsequently explained to the customer the reason for the delayed availability, and how it may be prevented in the futureAlso, we note that despite the delayed availability applied to the checks at issue, we permitted an online bill pay disbursement from these funds on an exception basis in order to prevent the customer from incurring overdraft fees.If you have questions or require additional information, please do not hesitate to contact me at ###-###-#### or ***Very truly yours,*** ** *** Complaints Management TIAA-CREF Trust Company, FSB

Re: Case number [redacted]/ Loan number [redacted]
Dear Ms. Edwards:This letter is in response to your correspondence dated June 20, 2017, received in our office on June 27, 2017.According to our records, we acquired the servicing of the borrower’s loan on April 11, 2017. On May 8,...

2017, the borrower called to advise us that the payment for the April 2017 installment had been sent to the old servicer, [redacted] Mortgage. We advised her that as of that date, we had not yet received the payment. The borrower contacted us again on May 24, 2017, to follow up on the payment from the prior servicer, as well as the payment made from her account with [redacted] far the May 2017 installment.On May 30, 2017, the payment of $3557.20 from the [redacted] account was located and satisfied the April 2017 monthly installment. Please note: the effective date for this payment was corrected to May 15, 2017, On June 15, 2017, we received a payment from the borrower, which satisfied the May 2017 installment.On June 6, 2017, the borrower contacted us again with a representative from [redacted] Mortgage in an effort to track down the missing payment The prior servicer sent us the supporting documentation and we were able to locate and apply the payment to the account on June 15, 2017. This paymeni satisfied the June 2017 monthly installment. As of the date of this letter, the loan is due for the July 2017 installment. A payment history is enclosed.We would iike to confirm that no late fees were assessed on the account and no negative credit reporting has occurred. We note that Ms. [redacted] attempted to resolve this issue several times with representatives in our Customer Service Department. We offer our apologies that her experience reflects a level of customer service that does not meet our standards.Should you have any questions regarding this matter, please contact me at ###-###-####.Sincerely,Lisa C[redacted]Executive Resolution Analyst Enclosurecc: [redacted]

Reference: EverBank Account Number XXXXX-[redacted] Revdex.com Case Number [redacted]Dear Ms. [redacted]:Thank you for the opportunity to respond to your correspondence addressed to the Revdex.com ("Revdex.com"). I also received your message sent to Mr. Roger...

F[redacted], President and Chief Executive Officer of TIAA via Linkedln. Due to the nature of your concerns, your correspondence was forwarded to me for handling.Your Revdex.com correspondence includes a statement that you tried to deposit a money order on March 30, 2018 to your Bank Account with TIAA Direct via our mobile application. However, you state that it was a complete disaster and that you started running into some issues since TIAA Direct changed its mobile application severai weeks ago. You further state that although you had no issues with your mobile deposit on March 27, 2018, you attempted three times to make a deposit on March 30, 2018 and the deposit was declined because of poor imaging quality.I obtained information associated with your March 30, 2018 mobile deposit attempts and I have confirmed that due to the quality image of the money order, your first 5 deposits attempts were unsuccessful. However, your sixth attempt of your money order in the amount of $134.00 was accepted.In regards to your Linkedln message to Mr, F[redacted], I reviewed the transaction associated with the $500,000.00 wire that was scheduled to be deposited into your account as a commission. To ensure that we had the appropriate information to complete the transaction, Ms. Holly G[redacted], requested that you provide supporting documentation reflecting the parties involved with the wire. You provided us with documentation, which included a statement from ING. Based on our detailed review and investigation of the information, we elected to close your bank account and dissolve our banking relationship.If you have questions regarding the content of this letter, please contact Kamaria E[redacted] directly toll free at ###-###-####, extension [redacted], Monday through Friday, 8:30AM to 5:00PM, ET. If you have questions regarding the servicing of your account or if you need additional assistance, please contact a member of our Client Solutions Team toll free at [redacted], Monday through Friday 8:00AM to 9:00PM, ET.Sincerely,[redacted]SVP. Chief Customer Operations Officer Customer Operationscc B8BMr Roger F[redacted]

Re; Response to Revdex.com Complaint No. [redacted]Dear Ms. [redacted]On behalf of TIAA Direct, a division of TIAA-CREF Trust Company, FSB, set forth below is our response to a complaint involving TIAA Direct received by the Revdex.com on July 8, 2015, and...

assigned complaint number [redacted].TIAA Direct delayed the availability of the customer’s deposits at issue due to the customer’s previous overdrafts, and sent the customer written notice of this delay, each as permitted or required under Regulation CC. TIAA Direct’s published funds availability policy reflects that, in accordance with Regulation CC, funds from deposited checks are generally available within one to four business days after the business day on which the checks are credited to a checking account. Our funds availability policy also conspicuously states, however, that further delayed availability may apply.The customer’s checks at issue were deposited after the close of business on July 5th and during the day on July 6th; accordingly, they were not collectively processed and credited to the customer’s account until after the close of business on July 6th. When the customer spoke with our call center agent on July 6th, the deposited checks had not yet been processed (and therefore delayed availability not yet applied to the items), so the call center agent relayed only the general funds availability timeframe for those items. We respectfully assert that our call center agent did not guarantee or promise availability of the funds by July 8th.Our call center agents have subsequently explained to the customer the reason for the delayed availability, and how it may be prevented in the future. Also, we note that despite the delayed availability applied to the checks at issue, we permitted an online bill pay disbursement from these funds on an exception basis in order to prevent the customer from incurring overdraft fees.If you have questions or require additional information, please do not hesitate to contact me at ###-###-#### or [redacted]Very truly yours,[redacted] Complaints Management
TIAA-CREF Trust Company, FSB

Review: My mortgage has been held by TIAA direct since late 2014.

Beginning around October 2015 TIAA began applying my mortgage payments erratically and inappropriately, often holding monies in 'suspense' account, applying mortgage payment to principal only and not crediting account for paid status for the mortgage payment, and also attempting to charge me late fees on the then erroneously identified "unpaid" mortgage. I had not in any way changed the manner in which my mortgage was paid, always being paid electronically through my bank, on a set day each month, well before my payment due date. Additionally, total money paid by myself EACH MONTH has consistently been well in EXCESS of mortgage payment due. I have now made a total of 5 phone calls to the mortgage company to have this problem rectified, the last one being today, 5/26/16. Each time I have been assured the problem was identified and taken care of. I am grotesquely fatigued of this recurring issue. Having now spoken with a supervisor and wasted nearly an additional hour of my time, I am naively hopeful that the problem will now be permanently in my rear view mirror. History has suggested otherwise, however, and therefore I feel I must begin attempts to draw more scrutiny to this issue by utilizing outside sources to get the attention of TIAA. I am starting with this complaint, and should the problem recur, I suspect I will need to move forward with bringing other entities such as the State Regulatory Board, AG, and Federal Reserve into the discussion.Desired Settlement: Very simple. I pay my mortgage in full every month, without fail. First, apply the money I send you to the mortgage account appropriately, and credit my payment history appropriately. Second, any extra money paid to your company by myself each month, apply to pay down the principal. Absolutely should not be so difficult that I have to call your toll free number every other month to instruct your personnel on how to do this.

Review: I've been banking with TIAA Direct for a few years and have never been forced to contact customer service as many times as I've with any other banking services. Since this is an online only bank, I remotely deposited 3 checks on July 5, 2015 and was told on July 6th, that funds would be available by Wed, July 8 at the latest. When I checked my account online on July 8, the funds were still on hold. After talking with customer service, they suddenly advised that the funds would not be available until July 15th due to insufficient funds on my account w/i the last 6 mos. I've been unemployed since Feb 13, 2015 so obviously I need every penny I can get. I deposited these 3 checks thinking, as their website says, the funds would be available the next business day and was guaranteed by their customer service on Mon 7/6 that the funds would be available no later than Wed,July 8th and now they have retracted this promise. I had an insufficient funds fee on 5/29/2015 and was told because of that, they're holding MY money. I've never been faced with such shady practices with a bank in my entire life!Desired Settlement: I want my money now not 10 days after depositing it!

Business

Response:

Re; Response to Revdex.com Complaint No. [redacted]Dear Ms. [redacted]On behalf of TIAA Direct, a division of TIAA-CREF Trust Company, FSB, set forth below is our response to a complaint involving TIAA Direct received by the Revdex.com on July 8, 2015, and assigned complaint number [redacted].TIAA Direct delayed the availability of the customer’s deposits at issue due to the customer’s previous overdrafts, and sent the customer written notice of this delay, each as permitted or required under Regulation CC. TIAA Direct’s published funds availability policy reflects that, in accordance with Regulation CC, funds from deposited checks are generally available within one to four business days after the business day on which the checks are credited to a checking account. Our funds availability policy also conspicuously states, however, that further delayed availability may apply.The customer’s checks at issue were deposited after the close of business on July 5th and during the day on July 6th; accordingly, they were not collectively processed and credited to the customer’s account until after the close of business on July 6th. When the customer spoke with our call center agent on July 6th, the deposited checks had not yet been processed (and therefore delayed availability not yet applied to the items), so the call center agent relayed only the general funds availability timeframe for those items. We respectfully assert that our call center agent did not guarantee or promise availability of the funds by July 8th.Our call center agents have subsequently explained to the customer the reason for the delayed availability, and how it may be prevented in the future. Also, we note that despite the delayed availability applied to the checks at issue, we permitted an online bill pay disbursement from these funds on an exception basis in order to prevent the customer from incurring overdraft fees.If you have questions or require additional information, please do not hesitate to contact me at ###-###-#### or [redacted]Very truly yours,[redacted] Complaints Management TIAA-CREF Trust Company, FSB