Consumer complaint received 2015-08-10
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We have a manufactured home financed through Vanderbilt Mortgage. Throughout the entirety of the life of our loan they have conducted business in some of the most unscrupulous ways known to the mortgage industry. The whole process with Vanderbilt was challenging. Interest rates were abnormally high considering that rates had significantly declined. But it was n't until I lost my job that the true colors of this company were revealed. After looking deeper into how this company treats the consumer, I now know that this type of behavior is on par with how Vanderbilt associates are trained to collect, intimidate, and humiliate the borrower. They obviously have never sat in on a single class to learn about the parameters set forth by the fed on debt collecting. When we were unable to make the payments due to the loss of employment Vanderbilt associates made endless harassing phone calls. They called my family members telling them " they were unable to reach me and were very concerned since we had fallen behind on our payments. '' This information is private. I was in constant contact with them updating them on our situation, job search progress, etc. They sent " field agents '' to my home unannounced in the evening when we were trying to have dinner. The field agents refused to identify themselves and would only say " we are here on behalf of Vanderbilt. '' I have XXXX children. When someone comes up to my door, on my property, and I do not recognize them and they refuse to identify themselves, I get very nervous. XXXX time, my children told me that there was man walking around the house taking pictures! He never came and knocked, and when I approached him, he simply said he was there at Vanderbilt 's request and that I should call them if I had any questions. These tactics are unacceptable, intrusive, and unsafe for all parties involved. My wife and I have been berated and humiliated many time and by multiple collection agents at Vanderbilt. I have had been asked 'why I did n't care for family ', 'why had n't I taken a job at XXXX ', 'why my wife ( who was XXXX ), had not sent the kids to public school and gotten a job ' and such things as 'you do n't want your children put out on the streets do you? ' I have received backdated notices of default and letters of intent to initiate foreclosure proceeding. 
Most recently, Vanderbilt had told me to contact them after we were able to make XXXX consecutive payments and they would offer us a settlement on the property. I did, and the portfolio manager led me to believe that they would be straight forward and follow through on their offer. He asked for pictures of the property inside and out. I provided him with many photos and a condition report on the overall property. After all that I did he responded, " Based on the information you have provided to me, Vanderbilt will not be able to agree to a settlement on your existing mortgage at this time. '' This was extremely disingenuous and misleading. After many emails explaining that his actions constituted a UDAAP violation, he made an unrealistic offer to cover up their refusal to make XXXX in the beginning as they said they would. This company has added undo stress to our family in the most critical times. They have humiliated us publicly to our family and personally. They have violated multiple federal regulations including ECOA, FCRA, FDCPA, RESPA, and UDAAP to name a few. They are well known in the industry for these practices and have done this to many other consumers. This company should be investigated and be mandated by federal authorities to cease and desist from these practices. They should be held financially liable for damages caused to the consumer. Vanderbilt epitomizes the reason that Dodd-Frank was passed and should be heavily scrutinized by industry regulators.

Company response to consumer: Closed with explanation