Vanderbilt Mortgage
Draft From Old Account After Bank Change Caused NSF Charge

My husband and I bought a manufactured home from Clayton Homes and have had nothing but problems since the very beginning. Now we have had an problem with our payment.

Our payment is a direct draft from our checking account. We opened a new account in June and waited until our first July payment came out of the old account to change contact and update Vanderbilt with the new account information. The day that the payment came out of the old account, I called Vanderbilt to inquire as to what I needed to do to have the payment drafted out of the new account. I was told to fax a copy of a voided check to them. That was all that I was told.

On July 14 (the day my payment was drafted), I faxed a copy of the voided check along with a typed memo stating Name, Loan number and when the next payment should be taken from the new account and referencing the old account number. I did this on the day that the payment was drafted so that I would give the mortgage company ample time to make the change.

On July 20 the mortgage company contacted my husband and told him that we needed to fax back the void check with a signature. He told the representative that they would have to contact me because I took care of all of this. He gave the rep my cell number. I received the message and called back on July 22. I was told that we had to fax the memo and the check back to them with signatures. This was on Friday and our next scheduled payment was on the following Wednesday. Needless to say, I was aggravated because all that I was told was to send a voided check and the time was short. I told the woman that I would send it Monday. She said that Monday would be too late. So, we signed it and sent it back that afternoon because I was told that if I got it in that day it would be taken care of by Wednesday.

Today, I checked my bank accounts and the payment was drafted from the old account resulting in a NSF charge! I am very frustrated. I called Vanderbilt and now they can't discuss it with me because my name isn't on the paperwork (my husband bought the house before we were married and it is in his name.) and he has to authorize me in writing to make changes or get information about the account. When he told the first rep to call me about the payments, wasn't that authorization? And if it wasn't, why the man contact me?

My husband had to call and find out if the account information had been changed. Every call that is made to that place requires a wait of at least 15 mins!

A $35.00 NSF charge is not a lot of money but that is about the cost of a school uniform and it is our money! My complaint is thankfully not as bad as some of the others that I have read on this web site. But I am sick of being a customer and not getting quality customer service. In my opinion, these people purposely did this. This was a simple change to make and they made it an ordeal. I would not recommend that anyone do business with Clayton Homes or Vanderbilt Mortgage.

Company: Vanderbilt Mortgage
Country: USA
State: Tennessee
City: Maryville
Address: 500 Alcoa Trail
Phone: 8009707250

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