Consumer complaint received 2017-05-16
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: PA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I was behind on payments, off and on since  XXXX . Had been caught up towards the end of last year when I lost a job - ended up not being   paid for 3 weeks work, which adding to taking a couple weeks to find a job, meant 5-6 weeks with no income.
During that time my father fell ill ( and eventually passed ) and my wife   and I moved in to their home to take care of  Dad  while he was with us and Mom for the future ( she 's in a   XXXX   ).     None of that re  ally matters, I fell behind obviuosly on the payments and was trying to sell the home. Not getting any decent offers, I came one day to get some of our furniture to find a letter FROM the mortgage company taped to the front door - offering a " {$500.00} Relocation Assistance Payment ''.
Terms of the deal were, we   had to be out of the home by  XXXX , it had to be " broomswept condition '', and we had to leave fixtures/landscaping in place. We called to accept and were told that the check would be issued  " within 5 business days of home inspection ''. Home inspection happened some time the following we ek, they claimed " personal property '' was visible through windows and they " did not enter the home '', however, the front door deadbolt was unlocked when we surrendered home, and was locked when we went back - we had left a key on the counter as instructed - the ONLY way that could have been locked was either, someone entered the home and locked it from inside and left by the back door, or they went inside to get the key and left by the front door and locked it with the key.     There were no personal possessions there. We had left a fire extinguisher in the kitchen on purpose and accidentally a small trash ca n in the bedroom clo set which we removed. Called back, was told that as of  XXXX  all was satisfied, power was still on though - they actually had asked me to leave power ON, which I understood, do n't want pipes freezing and all. So they wanted it off, I got it turned off the next day, and  XXXX  said check would now be issued.     I called the following week,  XXXX  again said the check would be issued that week, he 'd find out when and call me. Each day he said he 'd find out and call me tomorrow, each tomorrow I 'd call again and get the same story.     Last week he finally transferred me to the  Remarketing  Department, saying they were responsible.     Remarketing Department said  XXXX  's department had to request the check. Promised me they had gone over the process with  XXXX  and it would be done Monday.  XXXX  said I should call her Monday  XXXX   XXXX / XXXX /  XXXX    XXXX  to confirm it was all done so check could be printed overnight and mailed Tuesday.     I called  XXXX  back Monday afternoon and she said there was a problem and  XXXX  would call to explain wit hin an hour. Two hours go  by, I call back and ask for  XXXX , who now informs me " the check wo n't be sent until the home is removed, cleaned up, sold, and if we make enough profit we will then send you {$500.00} ''. I told him that was not a condition of their offer, which I have in writing. Removal of the home is not even a condition. The final condition was turning over the keys which I did on  XXXX / XXXX /  XXXX  . He refused to transfer me to his supervisor, so I called back for the next 2 hours until I got  XXXX , who claimed to be a supervisor, and confirmed everything  XXXX  had told me and told me he did n't care what I thought that 's how it 's going to be - so I told him you do NOT have my permission to remove the home! We were promised a {$500.00} payment for leaving - not for waiting for some third party company to move a house and sell it and  XXXX  knows if they 'll sell it for enough to profit.     This is absurd. The point of the {$500 .00} Relocation Assista nce Payment was to get me out and save them money so they did n't have to deal with foreclosure - and I accepted because that would have benefitted everyone, me by having some help with finances and avoiding foreclosure, and them by not having to spend tons of money on lawyers and court fees for foreclosure!     I am not letting them have this house unless they pay me the {$500.00} that THEY OFFERED ME!

Company response to consumer: Closed with explanation