ComplaintsforVanderbilt Mortgage & Finance, Inc.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had my mortgage raised 3 times since buying mobile home in 2021. I have showed proof I am tax exempt from 2022 and 2023 and they are still saying I have a negative 1000 plus that I owe them for the escrow not having the money in it to cover all taxes paid for 2022. The taxes they paid were not correct because I was considered exempt after they were paid but I have yet to get Vanderbilt to correct it. They will not lower my payment. I was paying 1171.53 and they moved payment to 1560.11. They have not adjusted my payment due to tax exemption.

  Business response

  01/17/2024

  Vanderbilt Mortgage and Finance would like to advise the customer to reach out to the county in regard to any tax exemptions or disputes. Unfortunately, Vanderbilt Mortgage and Finance is unable to discuss further details of the escrow account on a public forum. Thank you for reaching out to us and should there be any additional questions or concerns, please reach out to us at 1-800-970-7250, or [email protected], or by fax at 865-380-3418.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When changing banks for autodraft of our biweekly payment, we were told return forms to set everything back up for recurring payments by September 1st or payments would be removed from biweekly billing and would be monthly and higher than two biweekly payments as well. Returned forms in USPS priority tracked envelope, tracking says the forms arrived in Vanderbilts possession on August 24, 2023 at 8:04 am, which I am fairly certain comes before September 1st, 2023. Was told it was received too late and our mortgage payment will now be once monthly and for a larger amount due to them not receiving the forms in time. I informed Vanderbilt that the forms we sent were sent with tracking and that I am well aware they received them before the deadline. Vanderbilt refuses to remedy the situation and after our biweekly payments already went up earlier this year, I am unsure why it costs more to make a monthly payment than it costs to make biweekly payments. All we are requesting is for our account to be set back up for biweekly autodraft, as the forms we sent in ON TIME, states. As I told Vanderbilt over the phone, our HVAC system has not worked properly since we purchased this brand new mobile home with "brand new" HVAC system in 2015 so it is absolutely asinine to me, that we would pay even more to continue living in it. Vanderbilt is very well aware of the HVAC problems also I am sure, as we've had to file a claim on homeowners insurance almost every year since moving in until we finally gave up and bought window unit air conditioners. So again, all we are requesting is that they honor what they said, utilize the forms that they did receive in time and set our mortgage payment plan back up biweekly so that we can afford to keep living in and fixing our home that is and has been falling apart since we purchased it and moved into it. USPS tracking number for the documents they requested be returned is 9505510326863234218250 And shows it was delivered in Maryville, TN.

  Business response

  10/02/2023

  We would like to thank the customer for reaching out to us in regard to their biweekly draft removal and apologize for any inconvenience. The customer’s records are correct that VMF did receive the documents on 8/24/23 and were initially processed and assigned for review the same day. The draft information was reviewed by our research team on 8/25/23, however the information could not be changed within 2 business days of the next occurrence of the biweekly draft, and the form was not filled out in its entirety. Should the customer have questions about the form submitted, they are welcome to contact us. The biweekly draft information was removed per the customer request and an accompanying letter was sent on 9/1/23.
  In regard to the payment difference between a monthly and biweekly draft, a biweekly draft is scheduled for 26 installments versus 12 monthly installments per year. As a result, the monthly payment is more than double a biweekly payment amount.
  Based on the customer’s concern for the HVAC system, we would encourage them to reach out to their homeowners insurance company, as VMF is only the financing entity and are not responsible for home maintenance and/or repairs.
  We are able to set the customer back up on biweekly draft, provided they are able to complete and return the auto-draft form, which was sent on 9/1/23. We are happy to provide another form if necessary.
  Should the customer have any other questions/concerns, we invite them to contact us via phone at 1-800-970-7250, by email at , or by fax at 865-380-3418. Our hours of operation are Mon-Thurs 8:30-8:00EST and Fri 8:30-5:30EST. 

  Customer response

  10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The form was not incomplete. When I called to make a payment and check in on the status of the drafting situation, I was told by a vmf representative that everything was "good to go" and that biweekly drafting would " resume on the week of 9/11/2023", (all those calls are recorded right? So, feel free to go back and listen to her tell me that) but I digress. We will be keeping it as is, at monthly payments, paid manually via vmf.com since Vanderbilt was "unable" to put it back as it was originally until the BBB got involved. I just wanted Vanderbilt to see that not all customers will tolerate the bs and that we do infact have recourse when you don't treat us honestly.
  
  Sincerely, 
  
  ******* ******

  Business response

  10/16/2023

  We are happy to provide the customer with more information if they would like to contact us about the specifics of what was/is necessary on the automatic draft form. Please contact Vanderbilt Mortgage & Finance at 1-800-970-7250, [email protected], or by fax at 865-380-3418 and we will be happy to assist you. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract loan number 885252. My mortgage amount is $443.96 Due 20th month. always on time, paid extra month, requested them to put towards to principal. started asking them to correct my name and address t . moved into my manufactured home 9/1997. Started requesting on regular monthly basis for correct title. I am ******** ****** and the home on the title has always been at so the title should show this. It does not. I asked where the extra money I have paid extra for over 15 years where is the money because my amortization shows it's not on anything. Requesting this information repeatedly I had certified 4 letters and sent many other letters starting 3 years ago I asked for a signed original signature document, I still do not have any of this and they have sent a letter in return of what simple interest means, then sent 3 more of that letters then sent why and who they can send my personal information too. They finally sent 9/7/23 history showing some of the extra payments and it shows this money went to an escrow. From 2005-9/23 I requested repeatedly where is this money? I still cannot get information. I requested **** *********: a manager to return my call back last week 3 times and once today. Shes always on the phone and no return call back and still no history information from 1997-2005 and I have held my mortgage since June which now I received a default notice certified. I called to get this information, still have no information of where my extra $4.000 is. I started paying this loan Sept 1997, now they show bad credit because THEY will not comply with my request. This has lowered my credit score because of them also. They also charged on records a $10.00 for my loan was returned and I even called and gave an automatic debit of my new credit information. They are trying to nickel and dime me. Now I have until September 22,2023 to pay but they will not supply me this information.

  Business response

  09/22/2023

  We would like to thank our customer for reaching out with the concerns addressed here.  As the customer is aware, Vanderbilt Mortgage and Finance, Inc. (VMF) did not originate this loan.  It was originated by a company, Ford Housing Finance Services, to which VMF now has a Power Of Attorney since acquiring the loan in 2005.  We can attest that the original title, which shows the name of the originator of the loan, does contain the customer's correct name and home location and information.  VMF will retain the title until the loan is satisfied, per the contract.   
  In order to address the pay history on the loan, VMF can only provide a pay history since we took custody of the loan and cannot attest to anything prior to the servicing start date of May 2, 2005.  We believe that we have provided the customer with sufficient pay history, when asked.  We have performed a review and have determined that no funds have ever been applied to escrow, and no escrow is established. Additionally, as this loan was originated as a simple interest loan, the payments are processed on the date received and credited towards the outstanding principal and interest. 
  Should the customer have any questions about any recent pay history that they feel is not accurate, we encourage the customer to respond back to our correspondence team requesting specific months of inaccuracy.  If the customer would like a copy of their original contract or an additional pay history, we are also happy to provide that.  We can be contacted at 1-800-970-7250, by email at [email protected], or by fax at 865-380-3418. 

  Customer response

  09/29/2023

  I was never given this follow up. I’m not sure why it was not sent to me.

   

  This is my response. 
  the title is not in the appropriate name and address. I have requested proof for years. 
  

  the representative seen on history the extra money I paid went into a escrow and was immediately taken out. 

  I do not see where my extra $4,000 is that I paid for my home. 
  please provide me documents showing where the extra went too.

   

  ******** Burton 
  

   

  Business response

  10/06/2023

  Vanderbilt Mortgage and Finance, Inc. has reviewed the response from the customer and would like to reiterate that the title will be sent in the customer's name once the loan is fully satisfied, per the contractual agreement.  Until the loan is paid out, VMF will retain the title. The title currently has the customer's name as well as the name of the original lender when the loan was created.  Should the customer need the title to have a different name listed, they can get it changed at the DMV with appropriate documents when the title is released to their custody for recording.
  
  As previously reviewed, there is no escrow account for the loan. Funds have never been applied to an escrow account due to an escrow agreement not being established at origination of the loan. 
  
  VMF researched the missing $4000 claimed in this response.  Throughout VMF’s research, we have not found any instances of payments of that amount during the time span of a reasonable period of months.  Should the customer believe that proof of these payments needs to be provided to us, we are happy to review. We have sent the customer a 12 month and recent pay history to demonstrate our application of funds. 
  
  Thank you for reaching out to us and should there be any additional questions or concerns, please reach out to us at 1-800-970-7250, or [email protected] and we will be happy to assist you.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Vanderbilt Mortgage repossessed our mobile home in April 2019. We have still been getting bills for the property taxes for the home from our local Sheriff's office. The land did not go with the home and so we should not owe any taxes on the mobile home since its been moved and sold to another customer. But we have paid the taxes to keep from getting our names in the paper for unpaid property taxes.

  Business response

  09/08/2023

  *** ******t - Thank you for reaching out to us with the information you have provided in regards to the tax bills you have been paying. Unfortuntaly, Vanderbilt Mortgage and Finance cannot control how the County taxes property; however, you should be able to to visit the local assessors office to notify them that the home is no longer on the property. We suggest providing proof that the home has been moved when having future bills corrected and requesting a refund.
  
  We hope that this response adequately addresses your concerns. If you have any further questions, please feel free to reach out to us at 1-800-970-7250. Thank you for reaching out to us! 

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am currently experiencing a hardship and have been in regular contact with VMF. Today they called and wouldn’t leave a voicemail so I had to call back to even find out what the call was about. After getting transferred to 4 different people and having to verify who I was each time, I was told that I must pay the full amount for my two missed payments today or they are going to force me to “voluntarily” give up my home because I am being misleading and they know I have the money. The representative also told me if I was willing to give up my land with it I would not be prosecuted for the left over amount. He then quickly denied saying it when it upset me. The representative then proceeded to ask me what is taking up all my money but when I offered to send him my financial statements he said it wasn’t needed. I’m accused of being a misleading liar because I apparently made a payment arrangement I didn’t keep. I don’t recall making a specific payment arrangement. The last representative told me to try and make payments on my pay days but if something happened to give them a call and they would work with me. However, this isn’t happening. They told me I need to make a full payment on all past due amounts plus what I owe in August before the decision on my lose mitigation request is determined within 15 to 30 days. They are the ones being misleading. I have made regular payments for years and they still accuse me of lying instead of working with me. Prior to today’s conversation this same representative told me if I didn’t pay they would rather destroy my home and sue me for my land than work with me to get caught up on late payments. Their threatening and misleading tactics are the problem, not me. I have been truthful in every way and work really hard to pay my bills. I didn’t cause my hardship and should not be treated this way. I have begged them to work with me and not take my home. Do I have to have a lawyer just to speak with this company?

  Business response

  07/27/2023

  Ms. ********* – we want to thank you for reaching out with your concerns, and we do apologize for any confusion or frustration you may have experienced. Our records do indicate that we had two conversations with you on Wednesday, July 19th regarding the status of the loan; these conversations have been reviewed for potential coaching opportunities, and while many of the assertions you make in your complaint do not fully align with our review of the conversations, we will use your feedback to try and improve our processes going forward. Since we have received your complaint, you have been assisted with your hardship and been in communication with a manager who has discussed the terms. 

  
  We hope that this response adequately addresses your concerns. If you have any further questions, please feel free to reach out to us at 1-800-970-7250. Thank you for being a valued Vanderbilt Mortgage and Finance customer!

  Customer response

  07/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: once again this company is bullying me and lying about it. They claim to have reviewed conversations and accused me of lying. These representatives are rude and bully customers and it is clear the company encourages them to do so. I was not provided hardship assistance or coaching from this company. They told me I either have to pay them on the date they said, demand money from a relative or friend, or let the house go. They did not provide any coaching. They provided terms and demanded I follow them. I was first told that I had to come up with a full payment by the end of the week or they were no longer willing to work with me. When I told them the soonest I could pay was August 7th they demanded to know what my long term intentions for the house were and tried to force me to just give my house up rather than work with me. When that didn’t work they told me I would have to make a full payment plus an additional amount to cover escrow by the end of the week or they won’t work with me. I told them once again I don’t have any money and they cut off communication with me. This has to stop. Why is this company allowed to treat people this way? I am making a good faith effort to work with them and they are treating me like a criminal. They are discriminating against me due to my disability and they are threatening to take my home and land and then denying they said any of it. 

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  05/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an account with Vanderbilt for our Mortgage. Unfortunately, our process with them ties in to the process of our Clayton home which also was absolutely terrible. When starting the loan the Clayton rep and the rep at Vanderbilt made it known to us that once the loan process was underway and the house was on foundation we then could make it " real property". Fast forward, a few months into the loan, I called to seek information on how to ensure that was completed. Vanderbilt told me they actually did not have to approve that process. However, I could apply for it to be done and they "may" but it could take a while. I got the info, mailed in the money to the PO box they had given me, and waited. No info came. So, I called and they were unable to tell me, actually they weren't even sure who or where the money went. I eventually sent it again to another person. Still, no info came. Called back and was given the run around. Eventually, was told that it was found and they would call us back. No call came. Called again, and they were unable to give me info. This is now 6 month+ later. Called 2 weeks ago, they were unsure of where the process was, however would call me back by April 24th (giving them 7 days from that call) Today, 5/4/23, called and spoke to someone, they were eventually able to tell me that the county in which I reside is what they are waiting on and to follow up with them. Also, stating that I should just be grateful they are doing this for me, that I should have taken care of this when I began the loan. When I then said I want to speak to someone to file a complaint she put me on hold again and then returned only to say she can file the complaint for me. I asked again to speak to someone and she then said she could file a complaint for me only. When I call I am unable to speak to someone to let them know my issues. Would absolutely not reccomend to anyone!

  Business response

  05/09/2023

  Mrs. ******** – we want to thank you for reaching out with your concerns, and we do apologize for any frustration you may have experienced. Our records indicate that once we received the funds required of you to complete your conversion, the appropriate paperwork was prepared and sent to your county for completion. Unfortunately, we are not in control of the timeline for completion once the paperwork has been sent. Our records also indicate that earlier this month, we received confirmation that the conversion has been completed, and called you on 5/8/23 to confirm this with you. We hope that this response adequately addresses your concerns. If you have any further questions, please feel free to reach out to us at 1-800-970-7250. Thank you for being a valued Vanderbilt Mortgage and Finance customer! 

  Customer response

  05/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: It is absolutely unacceptable that until I filed with BBB nobody reached out to me. I had reached out multiple times prior to that and not one person thought necessary to let me know that it had even been filed. Also, I had to send " funds" twice before it got even recognized. I am currently working on refinancing elsewhere as I no longer feel comfortable dealing with Vanderbilt or the staff there. Customer service is non existent. I would also like to note that the phone call on May 8th your referring to was a staff member telling me that " everything is complete, had I called my county I would have known." 
  

   

  Sincerely,

  
  ***** ********

  Business response

  05/11/2023

  Mrs. ******** – Thank you again for reaching out. We sincerely apologize if you feel that we did not communicate adequately with you during the conversion process. We will use your feedback to try and improve our processes going forward. Thank you for providing us with your honest feedback, and we hope that you will allow us an opportunity to provide you a better customer experience in the future. If you have any further questions or need additional assistance, please feel free to reach out to us at 1-800-970-7250.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called and left a message and received a call back and spoke with ****** ********r on 3/13/23 spent 30 minutes on the phone with them clarifying all the questions I had. After speaking on the phone with them and getting all my questions answered, I decided to proceed with an application. I then got a phone call from ******* ******* on 3/15/23 saying that they had got my application, but they would not finance it, because the home had to be moved off the existing property due to it being sold. It is a mobile home they can be moved!! That’s what they finance in and so then I called back on 3/16/23 and asked if I got somebody to pay off the loan if they would finance it once it was moved to the new location. She proceeded to tell me no I would have to reapply, and they would have to once again hit my credit. I want the hard inquiry removed from my credit report as the information I was given by there representative was false and had I known all that when I talked to Rachel on 3/13 I wouldn’t have applied to them!!!

  Business response

  03/27/2023

  Vanderbilt Mortgage and Finance, Inc. apologizes that we are not able to assist with financing the move of a preowned manufactured home that is owned or sold by a private seller. This is not a current loan product we offer. We have reviewed the recorded phone call and the need to finance the move of a home was never disclosed prior to the application being submitted. Should you have any additional questions you are welcome to contact us at 866-820-5472.  Thank you.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have contacted Vanderbilt mortgage due to incorrect reporting on credit. When the loan was originated we was advised we had the option of paying bi -weekly or monthly payments. We have made payments every month as our contract indicates we should. Currently my credit report reflects 5 late payments July 22- Nov 22. My wife which is the cosigner on the loans reflects 6 missed payments on this mortgage July 22-Dec. 22. Obviously if we were 6 payments behind on a mortgage foreclosure would have already taken place. I have reached out to Vanderbilt and was advised that they would not rectify the problem. These types of business practices should not be allowed . This has prevented my wife from perusing other things that we both had wanted to peruse. Ultimately I would like the information removed from the credit report .

  Business response

  02/03/2023

  We apologize for the confusion that our customer has experienced with their loan. This account is structured per the contract for conventional monthly payments, however our customers do have the ability to make payments as they wish. VMF received several partial payments over the scope of time the customer references that did not satisfy the full payment amount due. Vanderbilt is unable to advance the due date until all funds have been received for the month. We have investigated the amounts and dates of receipt and have determined our credit reporting is accurate. We would be happy to discuss this further with our customer if necessary as well as provide a full payment history detailing all funds received. We can be reached at 800-970-7250 Mon-Thurs 8:30AM – 8:00PM EST and Friday 8:30AM – 5:30PM EST. We can also be reached via email [email protected]. 

  Business response

  02/14/2023

  Vanderbilt Mortgage and Finance, Inc. has provided all information that we are able to on a public forum. We would be happy to discuss with the customer and to provide the customer with a full payment breakdown, including amounts and payment dates, but we cannot provide that information here. We can be reached by phone at 1-800-970-7250, or by fax at 865-380-3418, or by email at [email protected]. Thank you. 

  Customer response

  02/14/2023

  
  Complaint: 18954332
  
  I am rejecting this response because:
  I have tried to contact the credit department and was advised they do not take calls . 
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  paid a down payment for a home through clayton homes of lumberton. later found out i could not get the home. trying to get my down payment back but clayton homes of lumberton keeps saying it's corporate's fault that i did not get the refund. i am trying to see if vandberbilt has anything to do with it. this is ridiculous

  Business response

  01/17/2023

  Business Response /* (1000, 9, 2023/01/03) */ We at Vanderbilt Mortgage and Finance, Inc. apologize for the experience had. Vanderbilt Mortgage and Finance, Inc. had no involvement with the home purchasing process. We did reach out to our affiliate and have determined that has been refunded. Vanderbilt hopes this addresses concern.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were on a forbearance from March 2021- November 2021. Per conversations in November we were then put on a Stand Along Program that started in November. That Stand Along would have took care of Nov-Dec 2021. We were then told our 1st full payment would start back January 01, 2022. We made our payment on January 11th,2022,if we look at our payment history it shows the payment was received on the 11th of Jan. and revised on Jan. 13,2022 and then posted to our account on Jan.26,02022. So because of Vanderbilt reporting to credit stating that our account is 180 pass due. Which hit my credit tremendously. They reported that payments was late from Nov, Dec. of 2021 and Jan. of 2022. I have spoke to Vanderbilt so many times for them to say It should not be showing late for Jan. 2022. As for Nov-Dec 2021 the Stand Along was in affect at that time and they still reported a late payment. Josh McGill emailed us a statement stating that Jan. should not be showing up as a late payment and it should not been reported to the credit bureau. Then told me to do a dispute with all 3 creditors. This was not my mess up why am I responsible for contacting the bureau? We are in process selling and purchasing another property. Because Vanderbilt has reported to my credit as 180 late for payments. We should not have and late payments if coming off forbearance 10/31/2021 and going right into the Stand Along Program which took the payments for Nov. and Dec. of 2021. I have spoke to so many people about this since Jan. of this year and never get the same answers from anyone I spoke to. I have seek council in regards to this as well. It should not be this hard to fix a mistake that was made on Vanderbilt side. I do have documentation of everything I'm addressing in this complaint.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/11/23) */ We apologize for the confusion our customer has experienced during this period. Vanderbilt Mortgage and Finance, Inc. (VMF) has reviewed the phone calls and the credit reporting and we validated that the information has been referred accurately as well as having confirmed accurate credit reporting. We would be happy to assist if there are any outstanding questions, we can be contacted at 1-800-970-7250, or via email at [email protected], or by fax at #865-380-3418. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩