Consumer complaint received 2021-01-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: VANDERBILT MORTGAGE & FINANCE, INC
State: NC

Complaint narrative:
We purchased a {$45000.00} home from XXXX XXXX XXXX, XXXX. The home is XXXX sq.ft. XXXX. We we told we had to put our land up for the home, so we were supposedly given approximately {$5100.00} credit towards the home which would have brought the price of the home down to approximately {$39000.00}. Our Finance charges were 9.99 % due to our low credit scores. In some way, HUD is listed on the contract. For some reason or another our payments were {$660.00} per mont and the escrow account that included insurance and taxes brought the total monthly payments to {$770.00} which I thought were a little high so, I asked XXXX XXXX, XXXX North Carolina to send me canceled checks to all companies and people who were paid for services. I did not receive the information. I also knew that there were other little charges added and financed on the account but we did not know that XXXX XXXX put a {$64000.00} home on the contract instead of the {$45000.00} home. I lost my job XXXX, XXXX and ended filing Chapter XXXX Bankruptcy. During bankruptcy, I paid Vanderbuilt Mortgage and Finance Inc.approximately {$53000.00}. After my bankruptcy ended XX/XX/XXXX, I began asking Vanderbilt Mortgage and Finance Inc. Why do we still owe them on a {$45000.00} home purchase with XXXX credit for our land and {$260.00} cash down payment? XXXX XXXX, an employee with Vanderbilt Mortgage and Finance IncXXXX stated tome The home you received is smaller than the home on your contract and if there is a problem, we will fix it. However, Vanderbilt Mortgage and Finance refuses to change my Finance charges and the {$20000.00} that was Finance charges that were added because XXXX XXXX, General Manager at XXXX XXXX, XXXX North Carolina lied and said the {$20000.00} was due to people he ( XXXX XXXX paid when in reality, it was the Base Price of a {$64000.00} home with {$600.00} taxes included. The XXXX sq.ft.home we purchased did not need any work. The date is now, XX/XX/XXXX and under Duress, Stress, and Threats of Foreclosure, we are still making {$750.00} monthly payments to Vanderbilt Mortgage and Finance Inc. We have been threatened with Foreclosure after paying more than {$63000.00} to Vanderbilt Mortgage and Finance Inc . The home is paid in full and I believe we are making payments that we do not owe. This would require a refund. Hurricane XXXX damaged the home in XXXX. Vanderbilt Mortgage and Finance for two years, refused to send payouts from the insurance claim that we were forced to send them due to their name listed as Lien holder on the insurance. By this time, approximately $ XXXXfrom the insurance claim had to be used to make payments on our Mortgage because the primary name on the loan lost his major job so our income suffered more loss and Vanderbilt Mortgage and Finance declined help. The insurance claim was around XXXX. Vanderbilt Mortgage and Finance Inc. sent letters threatening Foreclosure after sending us the other approximate {$6300.00}. So, another {$3000.00} our insurance claim was sent back to Vanderbilt Mortgage and Finance Inc. The damages to our home from Hurricane XXXX still remain and the crew, sent from XXXX XXXX XXXX North Carolina, did not lift the home high enough to level it with the other side. There is still a gap in the ceiling. I have made many calls and I have sent several emails to Vanderbilt Mortgage and Finance Inc. trying to get them to fix these major issues for the past 8 years with out any positive results. The home is not level and throat the past 8 years, I see more and more damages happen.

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