Consumer complaint received 2021-03-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: GA

Complaint narrative:
Vanderbilt Mortgage. On XX/XX/XXXX I refi financed my mortgage with another company. The closing attorney sent final payoffs via check because Vanderbilt doesn't accept wires. The final payoff check was sent overnight via fedex to their payoff department, it was confirmed and received on XX/XX/XXXX via tracking number. The payoff provided was good until XX/XX/2021. My payoff amount was for {$530000.00} of that {$530000.00} was for principle, {$1500.00} for tax, and a {$12.00} doc land fee. The tracking number was XXXX. I have had to call over 5 times now requesting that everything has been resolved due to when I went online the company kept showing a pending balance still on the loan due to the fact they incorrectly applied the final payoff wrong. Each time I called I was told to call back in a week ... fast forward we are now over a month out and this still is not resolved. APPLYING final payoffs is nothing new but this company consistantly can't get it right and I am afraid this will now effect my credit along with still being outstanding for over a month. The final payoff via check was sent by XXXX XXXX XXXX, XXXX. I have copies of the check, tracking information, and the final payoff quote Vanderbilt provided by closing attorney. Outside of they miss applying the final payoff correctly I was told two weeks ago it had been resolved and my escrow balance would be closed out and check sent for about {$1100.00} dollars in which during that time I told the represented that still not correct. The company hasn't honored the final payoff quote and as of this morning on XX/XX/2021 they are still showing a pending balance of XXXX which is wrong it should be XXXX. I can see online they have reversed the payments, escrow amounts over 5 times and yet its still incorrect. Even though they received the final payoff on XX/XX/2021 they applied the payment on XX/XX/2021 for XXXX - {$1600.00} went to Principle, {>= $1,000,000} went to additional principle, {$3400.00} went to Tax, {$1800.00} went to escrow and then left a remaining balance of {$3600.00}. On XX/XX/2021 all of that was reversed as I can see online but the reversal makes no sense {$530000.00} was the total amount of reversal in which principle - {$820.00}, additional principle - {$520000.00}, $ XXXX interest, and $ XXXX for escrow ... which then left an outstanding balance of {$530000.00} ... STILL NOT correct based off the final payoff amount quoted that my attorney acted upon and sent final payoff check. On XX/XX/2021 Vanderbilt also processed a service charge of {$2100.00} which makes no sense and of that it was applied $ XXXX principle, $ XXXX interest, {$3200.00} to escrow, and minus $ XXXX " other fees ''. and after all this it left an outstanding balance of {$530000.00} which matched the principle payoff quote number only. I am very concerned Vanderbilts process for processing final payoff shouldn't take this long or be this confusing as this should be a normal standard process. I am also concerned since this as taken over a month to resolved and every time I call them I am told its processing/fixed it truly is not and keeps showing a pending balance in which I do not want it to effect my credit report. I expressed my concerns this morning when I was told to call them today on XX/XX/2021 at XXXX to call BACK AGAIN on Monday XX/XX/2021 and it should be resolved but I have no faith in that so my hands have been tied in this whole process. I also expressed to the rep this morning when I call back on Monday XX/XX/2021 if this is not finally resolved I would take legal action and file complaints. Based off that conversation Vanderbilt has been no help at all and I have decided to file this complaint today. I am willing to provide any additional information if needed. I really hope they get a handle on their processes when it comes to correctly applying final payoffs correctly.

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