Consumer complaint received 2026-03-04 00:00:00
Product: Mortgage — Manufactured home loan
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: SC

Complaint narrative:
Our journey began in XX/XX/XXXX, when I first inquired about purchasing a home. Despite my worries about my credit and our low income, we proceeded with the credit check to see if I would qualify for any of the loans offered by XXXX XXXX. To my surprise, Vanderbilt Mortgage approved us, even though they were fully aware of our financial strugglesI was open about being on XXXX and food stamps, and about my poor credit history. We were already homeless at the time, and I am a survivor of XXXX XXXX. I was forced to flee my previous home with my children to keep us safe, living in constant fear as I was being followed until I finally escaped that town. For months, we drifted from house to house, sometimes resorting to sleeping in our car in parking lots, always on the move and never knowing where we would rest next. At that time, I held a good job, but I was the sole applicant for the loan, so only my income was considered. I was assured repeatedly that I could afford the payments alone. At the loan closing in XX/XX/XXXX, I was told we would have several months to live in the home, to settle in, and decide if it was right for us before making our first payment. Trusting this promise, I used my savings to purchase beds and furniture for my children, believing I had time to prepare for that first, crucial payment. Then disaster struck. A hurricane delayed everything, and our home was not delivered to our property until XX/XX/XXXX. We didnt receive the keys to move in until XX/XX/XXXX, months after we were originally told we could. We were supposed to be in by XXXX, but the hurricane forced us to clear the property again, further delaying the process. Despite this, Vanderbilt started the payment countdown in XXXX, as if we were already living in the house. This meant they expected our first payment in XXXX instead of XXXX, immediately putting us behind. During this time, our hardships multiplied. I lost my job. My child, who XXXX from XXXX XXXX, attempted XXXX. I had to withdraw my XXXX XXXX XXXX XXXX from school to homeschool them myself. I remarried and became a mother to XXXX XXXX. My sister, who had been helping with babysitting and bills, moved out to attend college. My husband, who had been supporting us financially after my job loss, was injured at work. His employer, seeing him as a liability because of the medical appointments, let him go. He quickly found temporary work XXXX XXXX XXXX XXXX but that job ended in XXXX, and suddenly we were both jobless. I managed to secure a XXXX XXXX job in XXXX, but could only work part-time because I had to care for my children and my other sister, who is XXXX and has XXXX XXXX In XX/XX/XXXX, my husband finally found steady work, and we began to catch up on our bills. But it was too late. We were summoned to court in XXXX. The judge generously granted us an additional XXXX days to work with Vanderbilt on a loan mitigation application. Yet, despite sending the applicationboth my HUD counselor and Ithey claimed to have never received it. Desperate for answers, I sought information at the library, as Vanderbilt offered me nothing but a deed in lieu of foreclosure for {$1000.00}, claiming there was nothing more they could do. My HUD agent assured me this was not true and helped me submit a mitigation loss application for a possible loan revision. I followed up countless times, but communication from Vanderbilt was nearly non-existent. Calls went unanswered or were abruptly disconnected after XXXX rings. Eventually, I requested all communication be sent by mail or email for documentation. After more delays and repeated submissions, a representative finally confirmed receipt of our applicationbut then immediately denied our request for a review. They told me the only way to keep our home was to pay over {$23000.00} in back payments and interest immediately. It was an impossible demand. Every interaction with Vanderbilt left me feeling more helpless, as if they never intended to help us succeed but instead saw our vulnerable family as easy prey. They took advantage of our desperation, turning our dream of a safe home into a nightmare and a tragedy that has left us heartbroken and fighting for the security of our children.

Company response to consumer: Closed with explanation