Consumer complaint received 2021-06-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: WA

Complaint narrative:
Hello, My mom and dad bought a home from Vanderbilt Mortgage company back in XXXX. He was the only one on the title even though they have been married for 45 years because they both believed that the husband buy the home and the woman takes care of the home. so he bought it in XXXX of XXXX they moved it into a park in XXXX and lived in it together every since. My dad got really sick and ended up in the hospital around XXXX of XXXX and ended up XXXX XXXX. My mom still being married to him called vanerbilt and told them that he had passed away and that she would need to be put on the title because the park where the home is located requires it to be owner occupied. They told my mom that they could not put her on the deed or transfer the title until the loan was paid off, despite that XXXX  is a community property state and she was the surviving spouse. this caused my mom to go through hardships with the park where the home is located. I am the daughter who moved in with my mom and dad back in XXXX to help care for my dad and mom. I lived her with them the whole time. in XXXX of XXXX I came home from work and my mother was on the ground outside because she had fallen and couldn't get up. so with me working two jobs and going to school XXXX XXXX I decided that I could not take care of my mom the way she needed to be cared for, so we decided to send her to my sisters house in XXXX, she was a stay at home mom and could care for mom better. we send her to live with my sister in XXXX of XXXX. After mom had left that left me responsible for the home. I paid Vanderbilt XXXX dollars in XXXX at which time they told me that my mom was three months behind in the mortgage, I sent them in XXXX another XXXX and then in XXXX covid hit XXXX  hard and I lost both of my jobs.. I still tried to come up with the mortgage here and there when I could get money but my unemployment didn't come through for 8months. at which time I had pretty much lost everything. My car was repo'ed and I lost my phone, cable, my water was shut off once before the governor said that couldn't happen anymore, and the bills kept piling up. I had wrote to Vanderbilt several times asking for the forberance and they denied me saying that my mom got one in XXXX so they could not give me one. I did a loss mitigation packet back in XXXX of XXXX and they denied it saying my situation wasn't perment, I wrote them another letter asking if they had any kind of help that they could give me because I had no money for the mortgage, they sent me a letter saying they would pay me {$500.00} dollars to move out of the home. I sent them another letter telling them that covid had made it very hard for me and I needed them to help me get caught up on the payments because i was diagnosed with XXXX and had to go through XXXX they sent me a paper that said they could break the payments up in three payments with the first payment being XXXX dollars and i needed to come up with that in six days. they have refused to help me no matter what i did and I asked many many times for help. now, they are suing me for the remaining balance of the home or they are taking it and selling it. this company has not worked with me or my mother at all to try and help us keep my dads home. the day I called to talk to some one about the forberance a lady got on the phone and instantly started to be rude and say that the loan was in default and asked me all kinds of question about my income and credit. I have tried to work with this company and they have not worked with me at all. my dad was never late on a payment and always paid on time. I feel that they should have helped me more with trying to keep the home instead of making to where I had to leave the home.

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