My loan for my mobile home was previously with another finance company and was just taken over by Vanderbilt as of May 1. Vanderbilt called me to get a payment and I gave them my routing number and checking acct number. The representative, a Ms. Leech (rudest, most unprofessional woman I have ever dealt with) then informed me that a forced insurance policy was placed on my home and that I would have to pay for the insurance policy as well at that time. She informed me that due to the policy being placed on my home that my payoff was now $2000 more on my home. I told her that I had current insurance on my home and that any policy they put on my home was illegal because they only have a right to put a policy in force on my home if I do not have coverage. I informed her that I would be contacting my insurance agent to have him contact Vanderbilt to get the insurance issue resolved and in the meantime that I wanted to go ahead and make my actual mortgage payment. Ms. Leech refused to take my payment and stated that Vanderbilt would not accept any "partial payment" from me and that I would have to pay the insurance. I informed her that I wanted to make my full house payment as required by law however she refused.in the mail the next day i recieved a copy of the insurance policy Vanderbilt placed on my home with the effective dates of May 24-May 24 despite the fact that I already have a current policy in place on my home that has been in effect, without any lapse in coverage since September.
I contacted my insurance agent who verified that I have a current policy that has not had any lapse in coverage and took Vanderbilts contact information down and said he would contact them to resolve the issue.
He called and spoke to a representative named Stephanie who looked at the file and notified him that she did not know why Vanderbilt had placed a policy on my home when it was already in their records that I had a policy in force and that he did not need to send a copy of my policy to them and he/I could disregard the forced policy because it was a mistake.
She informed my agent that she would put notes into the computer as such and that I should call Ms. Leech back and have her review Stephanie's notes and remove the policy.
My agent called me, I called Ms. Leech and she got rude and hateful on the phone stating "Why did your agent even call our office, I gave you very specific instructions and they were that he was to fax me your policy" as if she had a right to dictate whether my agent due his job and protect my interests when it comes to the insurance policies he binds.
At that point I told her that she was being rude and unprofessional and that I wanted to speak to her professional. She refused and I repeated that I would not deal with a rude employee and wanted her supervisor. She then hung up on me. I called back, got bounced around and finally was given to a MS. Karen Stephens who was suppossedly a supervisor.
Ms. Stephens informed me that she would contact the previous finance company about having the policy removed the following day because according to her they had put the policy on the home, not Vanderbilt.
However, when questioned she stated that Vanderbilt took over the loan on May 1st and the policy states that it is not effective until May 24th. Again, I stated that I wanted to make my payment and she refused stating that they would not accept my payment.
At this point, I requested to be given their actual physical address so that I could mail a complaint and Ms. Stephens refused. She then got rude also and hung up on me.
The following day, my insurance agent spoke numerous times with Ms. Stephens. She changed her story and now claimed that the policy that was placed on my home was for a period of time back in 2004 (Remember that I have a copy of the actual policy that was mailed to me with the ID cards showing the effective dates of May 24-
May 24). She claimed she had no knowledge of any such policy.
I called the number on the insurance policy and they verified that it was on my home and for the dates shown.
My agent then faxed all the forms requested by Vanderbilt directly to Ms. Stephens who said she would get the policy removed.
At approx 5:30 PM I called Vanderbilt, this time recording the entire conversation, and at first (prior to them being aware they were being recorded) the representative said that I was not listed as a signer on the loan and they could not discuss it with me, lol.
I then informed that representative that I was the signer, that they had been calling me for three days straight and discussing the account with me and that for legal purposes I was recording the call.
Suddenly, there was no further mention of me not being a signer and I was put on hold. I waited, and waited, and then was hung up on.
I called back and again informed the representative that I was recording call and requested to speak to my account rep. I was told that she was not available so I requested to speak with Ms. Stephens. I was told she was not available. I then stated that I was not going to hang up until I spoke to someone regarding my account. I was then put on hold and suddenly Ms. Stephens is available (how convenient).
Ms. Stephens then lies and states that she never recieved anything from my agent despite the fact that I was in his office when he faxed the info to her attention.
During the course of the conversation with her, she informs me that once she recieves the information she will "pass it along to be researched". I inform her that there is nothing to research and that the policy they put on my home is illegal and that once they have proof of coverage they are required to remove it. She then informs me, after three days of stating SHE was going to resolve the issue, that she isn't even in the insurance or customer service department and is instead in collections.
I then ask her if she is saying that my loan is now been turned over to collections even though Vanderbilt is refusing to accept payment and she says that yes, my loan is in collections because it was due on the first of the month.
I repeat to her that I want to make my mortgage payment and she refused to accept it and hung up on me. I have this entire conversation recorded and she repeatedly refuses to take my house payment. I have come to the conclusion that Vanderbilt's goal is to refuse my mortgage payment so that they can say I am delinguent, attempt to forclose and then re-sell house since it has less thatn 1 1/2 yrs on a 15 yr. Loan left. These people are unreal, insane, and unprofessional not to mention thieves and liars.
I will be recording every conversation I have with them, having my agent send them my policy certified return receipt with a signature required, sending them a letter of dispute on the policy, a letter requesting copies of all correspondence between myself and every one of their employees, a letter stating that if my loan is not removed from collections because of this disputed / illegal insurance that I will pursue legal action.
I have also already requested that the forms for filing a complaint with the Insurance commission be sent to me which I will be filing.
I have contacted the Attorney Generals office and I will be contacting the Better Business Bureau, the credit reporting agencies, as well as any/all other resources I can locate to stop this consumer abuse and illegal activity.
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