Consumer complaint received 2018-09-07
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XXXX my home was damaged during a thunder storm. There was extensive damage to the roof, siding, soffit, facia, gutters, air conditioner, irrigation system, fence, and landscaping. The amount of damage was estimated at {$21000.00} by my insurance company. The morning after the damage occurred I notified my insurance company and they advised me to secure my property from further damage which included tarping the roof, putting up temporary fencing etc.. They also requested that I have the tree debris removed prior to the field adjuster coming out so that all damage was visible. During this call I was notified that my insurance company ( XXXX XXXX ) was required to list my mortgage company as a payee on any disbursements. I then purchased materials needed to secure the property, and removed the damaged fencing and submitted bills to the insurer totaling {$390.00}. Within a few days I had a check for reimbursement, I then had to endorse it and mail it to my mortgage company. My mortgage co. then took over two weeks to return this payment to me. Two days after the damaged occurred the landscape contractor arrived to remove all of the tree debris from my property. The field adjuster was not scheduled to arrive for another week and a half so I checked with XXXX XXXX if it would be ok if I paid the landscaper out of pocket because it would be a few weeks before the claim would be paid. They said that was fine with them so I paid the {$1700.00} bill for the tree removal from my personal checking acct. My air conditioner was also rendered inoperable which was a major concern because of the very high temperature and humidity we were experiencing and it was very uncomfortable for my wife and infant son. Luckily the HVAC contractor that I use had a very brief opening so after again conferring with XXXX XXXX I had the air conditioner replaced and also paid that {$2700.00} bill out of pocket. XXXX XXXX field adjuster then came out as scheduled and did her portion. She did inform me that due to how their claims process works they would be unable to issue a separate check to cover the two bills that I had already paid out of pocket and that it had to be a lump sum payment issued to myself and the mortgage co. About a week later I received a check for {$17000.00} to cover all damages to my property. I immediately endorsed the check and forwarded it to the mortgage co. along with a letter explaining my out of pocket expenses, copies of the paid invoices, copies of the two checks I wrote, the adjusters summary, and other misc. paperwork they requested. About a week later I received a check for {$6000.00}. This amount only leaves {$1100.00} to get the remaining work started once I deduct the {$1700.00} tree bill, {$2700.00} HVAC bill, and the {$320.00} that XXXX XXXX reimbursed me for my labor. I immediately contacted the mortgage co. to inform then that this disbursement was insufficient because the money I spent was going back into my account so that I did not lose any more interest on this money. I was informed by the mortgage company that I should not have paid these two invoices even though the insurance co. said it was perfectly fine. They are now refusing to release any more of this money until the roof is replaced which can not be done because they are holding the funds to get the work started. Not only have they brought repairs to a complete halt I have not received a credit to my mortgage acct. for the interest generated by the significant amount of my money they are withholding from me. I hope you can help me resolve this so that i can get my home repaired. Feel free to contact me via email if there are any further questions. 

Thanks, 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