Consumer complaint received 2019-01-24
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: VA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My home suffered damage on XX/XX/XXXX due to a severe storm. I filed a claim with my homeowners insurance. An agent came out surveyed the damage, processed my claim and cut 2 checks. I started looking for a reputable company to start on the repairs. When the check was sent it stated that the mortgage company needed to endorse the check as well. I called to receive instructions. I was told by the mortgage company to sign the check and they would send the check back. I was also told before I did that get 3 estimates to do the repairs. I found 2 companies but they wanted half the money up front. I found another company XXXX  XXXX  who was willing to come out and do a free estimate and accept a down payment. The roofing company came out and at that time it was a repair. I sent the estimates as vanderbuilt mortgage finance requested. I signed the check and mailed it. After a week I called to find out the status. They told me I wasnt specific in which roofing company I was using. Then this customer service worker in the claim dept said well we are going to send the check but it would only be half. I stated why would you send only half the check?? They said that their policy. I said ok well just process this because the situation needs resolution. I accepted half at no choice because I wanted my home repaired. That knocked out the other 2 companies because they wanted their money upfront. I can not pay out of pocket. Im retired on a fixed income. Thats why I have home owners insurance. I was instructed to send another invoice pick a company then send that. In the meantime XXXX XXXX had to be called because the damage was getting worse. The snow and rain and wind caused a mold problem. They tarped the roof and pulled all the moldy drywall and insulation. I paid a {$29.00} fee and was told I would be billed later. That left a large wall missing in my bedroom. They tried to cover up the wood for the missing drywall but it kept coming off exposing me to the elements. I had to get a heater and use several blankets to keep warm. I sent the info requested and waited. Dont hear anything so I called. I was told they didnt get all the documents. The rep state what she needed. I said I sent all that stuff in weeks ago. You need to check the office and your email or fax. I resent all the info and the check was already mailed. I was told this process takes time. I said I dont have time I got rain, snow, cold and wind and you all are losing info. I need you to do your job so I can get my house fixed. There was back and forth with different folks one person saying one thing and somebody else saying something different. Finally I asked for a supervisor. Mr XXXX stated ok ms XXXX we got everything we are processing it and we will get back to you. Im like when this been going on too long. He asked me to bare with him they were working on it. So Friday XX/XX/XXXX over a week past our last conversation I called the claims dept again. This time I was told a check for about XXXX was cut and I should get it anyday now. I said XXXX thats not what I was told was going to happen. I was told that the check for XXXX would be cut in half I know how to count thats not half of my check. Mr XXXX stated that I was misinformed and they cut the cost of repairs in half not the check itself. XXXX XXXX  estimated the replacement at about XXXX. In the meantime XXXX XXXX  returned to inspect any further damage and now we have moved from a repair to a full roof replacement. The XXXX check isnt enough to purchase the materials to even begin the replacement. I was told to get the roofing company to write another estimate for the cost of materials. Im like you already have that. If the XXXX check was cut I half, it would be enough to get started. But you didnt honor what I was originally told. You didnt pay for a home owners policy, I did. You have no right to hinder me from getting my home repaired. You are subjecting me to unlivable conditions unnecessarily. Getting another estimate would take time I dont have. There another snow storm coming and more rain. I am very displeased with the tactics and dishonesty of Vanderbilt mortgage. Ive done very thing they asked. As of today Thursday XX/XX/XXXX I am still living under these horrible conditions. I am XXXX years old and I deserve better than this. Vandebuilt mortgage needs to be held accountable for all the damage that has occurred due to there lack of action. They are negligent in allowing to force me to still pay a mortgage on a home and subject me to live under these horrible condition. I need those funds released immediate so I can get my home repaired. This check is enough for me to get my home repaired and end my suffering. Vanderbilt is holding me hostage in this situation. This is the reason this complaint I being submitted. This is costing me more than it should.

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