Consumer complaint received 2024-10-13 00:00:00
Product: Mortgage — Manufactured home loan
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: NC

Complaint narrative:
I bought a manufactured home and the land with a mortgage loan through Vanderbilt Mortgage XXXX XXXXXXXX. This is my first home that I have owned and I take this matter very seriously. I have a good and steady job and am able to make the mortgage payments. My problem is due to a sXX/XX/XXXXXXXX that led to me missing time from work and paying lots of medical bills. I have been trying to work things out and get a plan to catch up but have been given the runaround by their staff. I got a letter recently that said they want me to move out and will give me {$1000.00} to do this. I feel this is outrageous! I am the owner of this home and I have the ability to pay but when I was in trouble and asked for help Vanderbilt ignored me. There was no loan modification considered, there was no forbearance there was nothing. All I was told was go ahead and pay what you can, but dont get too far behind. I did this, but now I guess I am too far behind because no one will talk to me or help me and I am locked out of my online account. I do not want to lose my home and I think that Vanderbilt should be working with me on a solution instead of all or nothing. I am contacting your agency to file a formal complaint against Vanderbilt and the way they have managed my mortgage account. 

I have worked full time for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My income is steady and stable and sometimes I am paid overtime as well. I have the ability to make my mortgage payment. The problem is that my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I had to take time off of work to go visit and take care of her and also began having to pay part of her medical bills. When she was XXXX I took her into my XXXX XXXX XXXX XXXX XXXX She had difficulty walking and I also had to take her to her XXXX XXXX I had to take a lot of time off of work, and if you add it all up I probably missed about XXXX month of work. This caused a lot of financial problems. My XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

I called in to Vanderbilt to tell them about this in XXXX  XXXX and asked if there was any way they could work with me or temporarily lower my payment or give me a modification. This is BEFORE I had missed any payments and the agents made it seem like they would help me but they never offered any program or options. I think that when there is a problem that is related to XXXX that causes loss of income that Vanderbilt is required to offer options to resolve this, but Vanderbilt never did this. I was told to pay what I could and try not to get too far behind.

Now I guess that I am too far behind because I get threatening letters that I should give up my house for {$1000.00}. I am unable to access the online account and when I call in to talk to someone about help they tell me I need to pay all the past due amount at once and I am not able to do this. I feel that Vanderbilt is not handling this correctly. I had a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Now my hardship is resolved. XXXX XXXX XXXX XXXX XXXX XXXX XXXXnd has moved back into her own house and I am working full time and able to resume my regular mortgage payment. I just need help to get caught up on the past due amounts and I feel that Vanderbilt needs to follow the rules and work with me to provide options.

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