Consumer complaint received 2022-08-19
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Tuesday, XX/XX/2022 : XXXX XXXX in Loss Mitigation discriminated against XXXX XXXX XXXX for the following three causes : XXXX, profession, and COVID-19. 

Wednesday, XX/XX/2022 : XXXX Call was routed to XXXX XXXX the supervisor, and she stated that would pull the call and listen to it. I informed her that I would like a follow-up of the investigation and then proceed with my next steps whatever they may be. I should expect a phone call tomorrow morning around XXXX. 

Thursday, XX/XX/2022 : XXXX XXXX Call received by supervisor XXXX XXXX and she began to side with her subordinate. I interrupted her and stated that no customer should be treated indifferently when EXERCISING THEIR RELIEF FOR HELP through their mortgage lender. I also informed her that her subordinate discriminated against me due to XXXX, profession, and COVID-19. I told her that her subordinate knew of my XXXX b/c I provided her my social to populate my account. Her subordinate discriminated against my profession b/c she attacked me due to being a XXXX XXXX. Her subordinates discriminated against me, b/c I told them that I had been affected by XXXX and that I was seeking assistance through their loss mitigation department for help. Her department told me that THEY DIDNT FEEL THE NEEDED TO HELP ME WHEN I COULDNT GUARANTEE INCOME. WHY WOULD THEY HELP ME NOW NOT KNOWING WHAT WOULD HAPPEN LATER. I informed XXXX, that COVID-19 was a national pandemic, and that no person can determine their tomorrows, but based on what one knows one could foresee what they could do if their circumstances didn't change. I informed XXXX that we could agree to disagree and that I would be making a complaint with the XXXX  and the CFPB b/c it is my right. 

XXXX XXXX XXXX denied claim and then approve claim, but customer reported information didn't change. Customer appeal was created by XXXX XXXX supervisor ) and then denied by XXXX XXXX. Then when customer contacted XXXX XXXX ( loss mitigation dept ), she was attacked for exercising her right. XXXX ATTACKED customer with her PERSONAL OPINIONS about customer 's PROFESSION BECAUSE SHE REFERENCE HER PII THAT DERIVED DIRECTLY FROM HER PROFILE, AND THAT IS A NO, NO! This is not a tactic THAT IS WRITTEN BY VANDERBILT so therefore employee MUST be held liable which makes VANDERBILIT responsible due to her negligence. **ACCORDING TO THEM ALL CALLS ARE RECORDED AS THIS IS AN ATTEMPT TO COLLECT A DEBT ACCORDING TO " HE FEDERAL LAW '', so if they use the FEDERAL LAW and I WANT TOO AS WELL!!! 
** Friday, XX/XX/2022 : XXXX Email Response ; XXXX XXXX, Thank you for allowing me the opportunity to speak with you Thursday morning regarding your complaint against XXXX. As discussed, I reviewed the call and the representative in question has received additional training to ensure this does not happen in the future. I hope that this response adequately addresses your request for a written response. If you have additional questions, please feel free to contact me directly at XXXX ext. XXXX. My office hours are XXXXXXXX XXXX to XXXXXXXX XXXX EST Thank you, XXXX XXXX Loss Mitigation Successor In Interest Senior Vanderbilt Mortgage and Finance , Inc. XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX TN XXXX XXXXXXXX XXXX # XXXX DE License # XXXX ID License # XXXX MO License # XXXX SC License # 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