Consumer complaint received 2024-09-10 00:00:00
Product: Mortgage — Manufactured home loan
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: NC

Complaint narrative:
The loan in question was established in XXXX and was taken out by married borrowers, XXXX XXXX XXXX and XXXX XXXX XXXX. 

XXXX XXXX XXXX XXXX formerly born as XXXX XXXX XXXX ) divorced XXXX XXXX prior to her untimely passing from XXXX in XX/XX/XXXX. XXXX XXXX XXXX, her only surviving son, contacted Vanderbilt Mortgage to notify VMF of the passing of his mother and provided a copy of the divorce decree that required XXXX XXXX to sign off of the loan as part of the divorce award to XXXX XXXX. XXXX XXXX moved out of state and was never heard of again. VMF made no attempts to locate XXXX XXXX and continued to accept payments for the monthly loan and yearly insurance from XXXX XXXX XXXX, the only surviving Successor In Interest, but refused to process any paperwork that would allow him to procure paperwork necessary to take care of the home ( including XXXX XXXX, taxes and homeowner 's insurance premiums ). The divorce decree and XXXX XXXX 's death certificate was provided to VMF in XXXX. 

XXXX XXXX XXXX passed away in XX/XX/XXXX. Again, XXXX XXXX attempted to process the Successor in Interest paperwork and VMF refused saying he was not " an authorized contact ''. The entire time, XXXX XXXX has been paying for a mortgage at a high interest rate and VMF has accepted the payments directly from his bank account. In XX/XX/XXXX, VMF took out an insurance premium in the DECEASED BORROWER 'S NAME and it was the equivalent of an additional mortgage payment. 

In XX/XX/XXXX, XXXX XXXX again contacted VMF to follow up on the paperwork that was said to have been sent out to take care of the Successor in Interest so that he could procure proper insurance and negotiate the mortgage rate. XXXX XXXX provided the Successor in Interest Form along with the death certificate of XXXX XXXX XXXX from XXXX, NC as well as XXXX 's birth certificate showing XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ) as his mother. 

VMF REFUSES to process this Successor in Interest and told XXXX XXXX over the phone that they are allowed to open insurance policies in deceased borrower ( s ) ' names. After a successful attempt to email copies of the Death Certificate of XXXX XXXX and XXXX XXXX XXXX 's birth certificate in XX/XX/XXXX ( confirmed by autoresponder from VMF ), VMF then sent out mail to " XXXX XXXX '' asking him to complete the Success in Interest Form. There was no mention of the XXXX of XXXX XXXX and I am seriously concerned whatever ethical deficiencies are violating many terms of the XXXX XXXX protections. 

XXXX XXXX XXXX has not been able to receive tax or utility refunds, take out his own insurance policy on the home or negotiate the terms of payments, even when XXXX XXXX was in critical condition and hospitalized, resulting in the XXXX XXXX XXXX XXXX and work. The payments are always made and caught up and VMF is grossly violating terms of this loan on a XXXX XXXX XXXX mortgage that does not have any living borrowers. Please help.

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