Vanderbilt Mortgage And Finance [VMF] review: Complaint regarding unprofessional conduct during loan modification process

I am writing to express my disappointment and concern regarding the treatment my husband and I received while discussing a loan modification request with one of your representatives. We applied for a loan modification because our financial situation changed significantly after I was no longer working and our household income because primarily dependent on myself employment earnings. We contacted Vanderbilt Mortgage in good faith, seeking assistance and hoping to find a solution that would allow us to continue meeting our mortgage obligations. During the conversation, I was shocked when the representative stated that Vanderbilt Mortgage had already "given us a chance to get a mortgage" and suggested that I should get a part-time job or consider moving somewhere else. I found these comments to be insensitive, unprofessional, and inappropriate. As customers facing financial hardship, we reached out for assistance and understanding, not to be made to feel judged or dismissed. While I understand that loan modification decisions are based on financial qualifications and company policies, there is a respectful and professional way to communicate those decisions. The representative's remarks made me feel belittled during an already stressful situation. I believe customer deserve to be treated with dignity and respect regardless of their financial circumstances. I am requesting that this matter be reviewed and that appropriate coaching or corrective action be taken to ensure other customers do not have a similar experience. Thank you for your attention to this matter. I would appreciate a response regarding the outcome of your review.

Thanks Lenore Landers (Account Holder)