Consumer complaint received 2018-07-30
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: SC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My mother died several years ago. When she died her assets were left to XXXX children, but my brother and I were co-executors. Since both sisters and my brother live out of state they came in for probate and signed quit claim deeds on the double wide home that my mother had on a piece of my property. This is what we were told by probate had to be done. Copies of her death certificate, will, probate paperwork and the quit claims were sent to the mortgage company, Vanderbilt, in an attempt to get the paperwork on the home into our my name. My husband and I have been paying the mortgage for the past 2 + years. This year my sisters and brother contacted me and said they wanted their names off as beneficiaries of the home. I spoke with an attorney and was advised to contact the mortgage company and get the payoff figure. We obtained a loan for {$13000.00} to payoff the motgage. This was the approximate amount as per the most recent mortgage billing. I contacted Vanderbilt several times about getting the exact payoff amount and they kept telling me that they would have to send it through the mail since we reside in South Carolina I told them that was fine and have yet to receive anything but letter from them telling me that they have received my request and have forwarded it to the appropriate department. I have called several times as well as requested the info in letter and email form. The last email was sent on XX/XX/XXXX and I have since received TWO letters stating that they forwarded it to the appropriate department. Meanwhile I have paid off {$13000.00} and am waiting for the couple hundred dollar balance for payoff so we can be done with this mortgage company. Lord knows how long it will take to receive the title after the payoff. My entire family is now angry as they are worried that since their names are still on as beneficiaries they will be liable if anything were to happen to the home. We can not change over the title, have them sign bills of sale, etc. until I have the final payoff and make the one last payoff to the mortgage company and I can not get any information from them. I have the loan number, and have even tried to get the payoff on the telephone as they have that option but the mortgage company has put a stop on that loan number so I can't even do that. Meanwhile they are milking us for any small amount of interest on the final few hundred dollars in payment. I work in the real estate field and it only takes a few seconds to click on a computer and get a payoff figure. Please tell me what I need to do to get this mortgage company to give me the appropriate final balance so I can pay it and be done with them. Also, can you tell me how long they have once it is paid to send me the title? I have owned my own home for many years and NEVER have I dealt with such an uncooperative mortgage company.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation