Consumer complaint received 2018-01-30
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX our area was hit by Hurricane XXXX.  Our area was devastated and was a disaster area. The area was also declared a state of emergency by the US Government. In a town just a few miles away from my house, there were dead dogs, cows, and other animals floating down the road. We also buried XXXX dogs on our property that had drowned. Houses were destroyed and had to be rebuilt. I had bad damage also, but I was more fortunate then many because I could still live in my house ( although it had many roof leaks ). So I filed a claim with my insurance company, XXXX XXXX XXXX. I was so thankful the way the claim was handled by my insurance company. They came out and did a thorough inspection and not long after that, they sent me a check for {$8200.00} to repair the damages on my home. I received a letter and a check the week of XX/XX/XXXX. I have enclosed a copy of this letter. Because of the amount of my check and the fact that my mortgage company, Vanderbilt, had a financial interest in my home, their name was also on the check. I was told by them to endorse the check and mail it to them and they would take care of everything. XXXX at extension XXXX is my claims rep with Vanderbilt. The phone number there is XXXX. I was told to find a contractor to take care of the damages and they would dispense the funds as needed. I have attached a copy of this letter also. So I began my search for a contractor. This sounds like it would be easy, but it was far from it. I called, and called, and called. There was so much mass destruction across the southeast part of the state, I could not even get anyone to come out. They all said it would be several months before they would be caught up with all the work they already had and that they could not take on any more work. I can also supply you with people I spoke to if you need to verify this. I soon was contacted by Vanderbilt saying I had 2 weeks left to get my work done. That their company uses a 4 month window to get the claim handled. I feel like under the conditions with a federal state of emergency, this policy could have and should have been extended if they wanted to help out. But that wasn't the case. I told them that I was doing my best to get a contractor to come out, but that no one had the time to come out because of all the work going on. I ask you, what else should I or could I have done? So I finally have had a contractor to come out all the way from XXXX. He has agreed to do all the work for the amount that the insurance company provided. I have provided a copy of that estimate also. When XXXX XXXX of XXXX XXXX XXXX called Vanderbilt to  get the first cash disbursement sent so he could start on the work, he was told by XXXX at extension XXXX that the entire check was applied to my loan and that if I was to get the work done, I would have to pay out of my pocket ( like I've got {$8000.00} sitting around ). She said that she would not do anything to change the situation. I since called to get documents or a receipt showing that the money was applied to my loan but I haven't received anything. I am an older lady on a fixed income that has been victimized by natural disaster. And now I have been victimized by my own mortgage company. I wonder what the TV and press would do with that story. I hope we don't have to find out. Thank you for listening. I know I can get long winded. I don't have many people to talk to. 
XXXX XXXX

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