This is just a short account of what has been going on with Vanderbilt Mortgage and me since May. I received a call from Paula in Vanderbilt Collections Dept. She informed me that we had to pay 771.31 for Principle and Insurance because an insurance policy had been force placed against our home. I'm not sure why because the insurance company had not changed and we never received a letter.
The insurance company that we had with Oakwood was Assurant Solutions/American Bankers of Florida. Our account with Oakwood was set up with an escrow account where the insurance was paid by the company and our account was adjusted annually if need be. Our payments were never more than $650.00 Needless to say I paid the excessive amount, but I quickly got on the phone to set up insurance to go into effect ASAP with another company.
By the time we had gathered all the information, we were able to get insurance effective June 2 with another company. I asked our agent if there was anything that needed to be done she stated no. The new carrier will notify Vanderbilt directly. I paid the principle of $600 to cover June's mortgage. I thought all was taken care of. We later received a statement by mail from Vanderbilt that they were notified of the change but they did not have an account number. I completed the information ad mailed it to an address in Maryville, TN. Again I thought all was well.
I got a call from Paula stating that she was not showing anything in her system and there were no updates. Although I sent $600 it would not be applied to my account and that it will just sit in overage until the insurance is paid for the month of June. I must pay the insurance with Vanderbilt, regardless of the fact that I have coverage with another company. I called the carrier and spoke to our agent, who stated that Vanderbilt had been notified and they cannot make me pay insurance twice. So again, on 6/22/04 at 2:13pm she got in touch with Vanderbilt and spoke to Bernard and provided him with physical copies of the documentation. He stated that the account had been updated and the account shows insurance with a new company. I thought all was well.
This month in July I got another call at work from the Vanderbilt. I spoke to Paula who states that her system has not been updated. I am going to have to pay the $177.90 for insurance in order to clear up June. I appealed to Paula she asked me to call Customer Service. I did so and got the runaround. No one seemed to be able to help me. I finally got in touch with Alicia in the insurance dept on 07/09 at 9:02 am. She states that there was never any insurance force placed on the account. She states that all she sees is a balance for $29.96 carried over from Oakwood. I asked her what it was for. She states that she could not tell. But she doesn't show me owing any money with Vanderbilt and she wasn't sure where the $177.90 came from. She made some annotations to the account and told me to call back to Vanderbilt and ask them to take the account off escrow because that may be what is generating the extra fee. I asked if she could do it since she handles the insurance. She said no.
I called back and to Vanderbilt and spoke to Megan. She states that I need to pay the $29.96 before they could remove the account from escrow, even though I have private insurance. I asked her to tell me where the $29.96 came from. She states that she cannot tell and that she can send it to research. Now $29.96 is not a whole lot of money and I agreed to send it. However, I got a message from Cathy on Monday stating that the account had been researched and I now need to pay $78 to have the account cleared.
There is something very wrong. I have three different amounts to pay. They are reflecting negative information on my account. This definitely needs to be corrected because I paid Vanderbilt Mortgage the required amounts. I don't know what else to do because they are not listening to reason. Every department gives a different answer to the same questions and no one knows anything. I am very frustrated and need a resolution to this problem. My account needs to be updated and the negative information on my credit needs to be corrected if they are showing my account past due. I sent the $29 to have my account taken off escrow. Now they are saying that I cannot take it off escrow even after they told me I could. This is ridiculous. After two months of going through this no one ever told me that my account was mandatory escrow. That doesn't even sound right. They sent a new payment book for my principle and my new insurance amounts but the total is wrong. ($593 (principle) $75 (insurance) = $668 not $678)
To top it all off I was just informed that if I don't pay the remainder of $678 for June, they are going to foreclose on the house. This seems ludicrous! They are ripping people off. Something is very wrong with this picture.
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