• Report: #251528

Complaint Review: 21st Mortgage

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  • Submitted: Thu, May 31, 2007
  • Updated: Mon, December 31, 2007

  • Reported By:Holley New York
21st Mortgage
620 Market Street, Suite 100 Knoxville, Tennessee U.S.A.

21st Mortgage/vanderbilt Mortgage Constant harrassment Ripoff Knoxville Tennessee

*UPDATE Employee: Comment

*UPDATE EX-employee responds: 21st Mortgage Inside Report

*UPDATE EX-employee responds: 21st Mortgage Inside Report

*UPDATE EX-employee responds: 21st Mortgage Inside Report

*UPDATE Employee: To correct a few misconceptions:

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I cannot believe the comments made by the employee of this company because: We also are victims of their constant harrassment. We have been with them for almost 5 years. We have had a few differant loan officers and been treated the same by all of them. Including senior loan officers that we have asked to be transferred to from time to time. We have never in the 5 years been past or grace period. But the day after the mortgage is due the phone starts ringing at 8am. This is almost every single month for 5 years. I am disabled and my husband is the sole provider. It is not easy but we manage to pay every single month. Yes we always talk to them and yes we always tell them when we will pay. For instance next payday or whatever but always inthe same month. The calls still do not stop. Theywill still call every single day sometimes several times a day. They have threatened my minor child telling him we better find a new home. And you betcha we do ignore their calls at this point but only after we have told them when we will pay and it is always in the month it is owed. They have phoned neighbors telling them our life history. They have called the owner of the mobile home park we live in telling him we are behind. They have called our co-signers 69 year old mother and the cosigner is 38 and doesn't even live with her and they brutally badmouther us to her (she has written a letter with the date time persons name and everything they said to her) . They have found my husbands 79 year old mother in another state telling her all about us. On one particular day they called my husband at 5pm. He works till 6:30am gets home about 7:30am and on this day slept till 4:30pm. They told him he had to borrow the money from someone or they would foreclose. Mind you this is still the same month it was due. He explained he got paid the next morning and would pay them ny money gram to assure it was there by 8am. Not good enough they argued with him ( the rep and then senior loan officer) for over an hour. My husband would not hang up thinking it would only make matters worse. But, he continually told them if he even had someone he could borrow the money from it is after 5 banks are closed. He also continually told them he would be fired because they were making him late for work. He had to be to work at 6 it is a 1 hour commute and they told him they did not care and sure enough he didn;t get off the phone till 6.

I have owned my own home before and had my mortgage bought put several times by other banks. Never ever ever has any bank ever done these things to me. They do not even call you unless you are 2 weeks late. Not once!! And never has any bank ever threatened to foreclose on me.

For the person who feels the need to defend them since Vanderbilt mortgage is their parent company perhaps you ought to read all the complaints on this website for them too. 15 pages of them!! It seems that this is the way they teach thier people to treat customers. And of course you can look up the lawsuit against your great company in Myrtle Beach for the same harrassment on home owners there.

Walter
Holley, New York
U.S.A.

This report was posted on Ripoff Report on 05/31/2007 06:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/21st-Mortgage/Knoxville-Tennessee-37902/21st-Mortgagevanderbilt-Mortgage-Constant-harrassment-Ripoff-Knoxville-Tennessee-251528. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Comment

AUTHOR: Silverado - (U.S.A.)

It is the policy of 21st mortgage to only address customer complaints in a confidential discussion with our customer. To appropriately respond to a complaint may require releasing confidential information, which is strictly forbidden under federal privacy regulations. We will attempt to contact the referenced customer to resolve this complaint.
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#2 UPDATE EX-employee responds

21st Mortgage Inside Report

AUTHOR: Joseph - (U.S.A.)

Having been a former employee of 21st Mortgage, I wanted to see if this company was listed on this website. Guess what? It is. I can say that without a doubt many of the employees (not all) working there do not care about the customers. They are not instructed to care, they are instructed to call and call and call and do whatever it takes to get a payment (so they can pay their own bills). They care about 1 thing: making their goals to get a monthly bonus or possibly an opportunity to roll the dice for a new electronic gadget or a FREE PIZZA PARTY!!!! (if they meet their monthly goals.)

99% of the people who work as a "financial counselor" a.k.a "bill collector" are college graduates between the ages of 21-26. They are looking for a first job out of college and some (like myself) end up working there. 21st Mortgage has an add every Sunday in the Knoxville News Sentinel looking for new college graduates to start a "new career" if you could call it that. I couldn't.

I have heard employees making fun of the sad unfortunate stories they are told on the phone. Some of the employees (not all) do not understand that they are speaking to real people with real problems on the other end of the line. Some of the stories they are told are indeed lies, but I know many are actual unfortunate circumstances which employees (like Brian) seem to have difficulty understanding. This does not go for every employee obviously, alot of the employees do care, but a few bad apples ruin the bunch.

Many employees do talk down to the customers because they know they will likely never see them face to face. They feel comfortable sitting in their little cubicle (where is my stapler??) in Knoxville, TN expressing their disgust for late payments to people in Texas, Mississippi, Alabama, etc.

I understand 21st Mortgage is trying to get the payments in order to make a profit. I did encounter many people who did want to live in a place for free and were not interested in making a payment. However, what is extremely discouraging is the fact that the company allows it's employees to threaten (without penalty) it's "valued" customers with foreclosures that they do not intend to follow through with. In reality, the last thing 21st Mortgage wants is a repo'd mobile home. They will never re-sell the mobile home to a second customer for what the current customer is paying. The employees are actually looked down upon if they have too many repo's on their lists. Therefore, it is in 21st Mortgage's and the "financial counselor's" best interests to use any tactics possible to scare, threaten, etc the customer into making a payment. They WILL NOT foreclose unless they have exhausted every means possible to collect a payment. This means months and months. Not 1 or 2 days as some "financial counselors" might claim. Again, they are trying to meet their "goals".

The "senior" officers who Walter spoke to was not an actual "senior" officer, he/she was a team leader. Which basically means he/she has been working at the company longer than the other employees on his/her team. These "senior officers" are usually 20-40 years younger than the customers they are sometimes threatening with foreclosures.

I hope that employees like "Brian" never go through any financial difficulties in their lives so they never get the endless threatening phone calls from people sitting in cubicles making their 10-12 dollars an hour. Warren Buffett, Tim Williams, Richard Ray, (and to a certain extent = Troy Fussell ) are the ones getting rich, not you ... You just end up looking like the jacka$$. Some people just aren't as smart as they think they are.

Just remember it could be your father, grandfather, mother, grandmother that could be receiving the endless phone calls and maybe your "goals" should be to treat them as such. Have a great day and let us all know how the next FREE PIZZA PARTY!!! is. :) :) :)
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#3 UPDATE EX-employee responds

21st Mortgage Inside Report

AUTHOR: Joseph - (U.S.A.)

Having been a former employee of 21st Mortgage, I wanted to see if this company was listed on this website. Guess what? It is. I can say that without a doubt many of the employees (not all) working there do not care about the customers. They are not instructed to care, they are instructed to call and call and call and do whatever it takes to get a payment (so they can pay their own bills). They care about 1 thing: making their goals to get a monthly bonus or possibly an opportunity to roll the dice for a new electronic gadget or a FREE PIZZA PARTY!!!! (if they meet their monthly goals.)

99% of the people who work as a "financial counselor" a.k.a "bill collector" are college graduates between the ages of 21-26. They are looking for a first job out of college and some (like myself) end up working there. 21st Mortgage has an add every Sunday in the Knoxville News Sentinel looking for new college graduates to start a "new career" if you could call it that. I couldn't.

I have heard employees making fun of the sad unfortunate stories they are told on the phone. Some of the employees (not all) do not understand that they are speaking to real people with real problems on the other end of the line. Some of the stories they are told are indeed lies, but I know many are actual unfortunate circumstances which employees (like Brian) seem to have difficulty understanding. This does not go for every employee obviously, alot of the employees do care, but a few bad apples ruin the bunch.

Many employees do talk down to the customers because they know they will likely never see them face to face. They feel comfortable sitting in their little cubicle (where is my stapler??) in Knoxville, TN expressing their disgust for late payments to people in Texas, Mississippi, Alabama, etc.

I understand 21st Mortgage is trying to get the payments in order to make a profit. I did encounter many people who did want to live in a place for free and were not interested in making a payment. However, what is extremely discouraging is the fact that the company allows it's employees to threaten (without penalty) it's "valued" customers with foreclosures that they do not intend to follow through with. In reality, the last thing 21st Mortgage wants is a repo'd mobile home. They will never re-sell the mobile home to a second customer for what the current customer is paying. The employees are actually looked down upon if they have too many repo's on their lists. Therefore, it is in 21st Mortgage's and the "financial counselor's" best interests to use any tactics possible to scare, threaten, etc the customer into making a payment. They WILL NOT foreclose unless they have exhausted every means possible to collect a payment. This means months and months. Not 1 or 2 days as some "financial counselors" might claim. Again, they are trying to meet their "goals".

The "senior" officers who Walter spoke to was not an actual "senior" officer, he/she was a team leader. Which basically means he/she has been working at the company longer than the other employees on his/her team. These "senior officers" are usually 20-40 years younger than the customers they are sometimes threatening with foreclosures.

I hope that employees like "Brian" never go through any financial difficulties in their lives so they never get the endless threatening phone calls from people sitting in cubicles making their 10-12 dollars an hour. Warren Buffett, Tim Williams, Richard Ray, (and to a certain extent = Troy Fussell ) are the ones getting rich, not you ... You just end up looking like the jacka$$. Some people just aren't as smart as they think they are.

Just remember it could be your father, grandfather, mother, grandmother that could be receiving the endless phone calls and maybe your "goals" should be to treat them as such. Have a great day and let us all know how the next FREE PIZZA PARTY!!! is. :) :) :)
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#4 UPDATE EX-employee responds

21st Mortgage Inside Report

AUTHOR: Joseph - (U.S.A.)

Having been a former employee of 21st Mortgage, I wanted to see if this company was listed on this website. Guess what? It is. I can say that without a doubt many of the employees (not all) working there do not care about the customers. They are not instructed to care, they are instructed to call and call and call and do whatever it takes to get a payment (so they can pay their own bills). They care about 1 thing: making their goals to get a monthly bonus or possibly an opportunity to roll the dice for a new electronic gadget or a FREE PIZZA PARTY!!!! (if they meet their monthly goals.)

99% of the people who work as a "financial counselor" a.k.a "bill collector" are college graduates between the ages of 21-26. They are looking for a first job out of college and some (like myself) end up working there. 21st Mortgage has an add every Sunday in the Knoxville News Sentinel looking for new college graduates to start a "new career" if you could call it that. I couldn't.

I have heard employees making fun of the sad unfortunate stories they are told on the phone. Some of the employees (not all) do not understand that they are speaking to real people with real problems on the other end of the line. Some of the stories they are told are indeed lies, but I know many are actual unfortunate circumstances which employees (like Brian) seem to have difficulty understanding. This does not go for every employee obviously, alot of the employees do care, but a few bad apples ruin the bunch.

Many employees do talk down to the customers because they know they will likely never see them face to face. They feel comfortable sitting in their little cubicle (where is my stapler??) in Knoxville, TN expressing their disgust for late payments to people in Texas, Mississippi, Alabama, etc.

I understand 21st Mortgage is trying to get the payments in order to make a profit. I did encounter many people who did want to live in a place for free and were not interested in making a payment. However, what is extremely discouraging is the fact that the company allows it's employees to threaten (without penalty) it's "valued" customers with foreclosures that they do not intend to follow through with. In reality, the last thing 21st Mortgage wants is a repo'd mobile home. They will never re-sell the mobile home to a second customer for what the current customer is paying. The employees are actually looked down upon if they have too many repo's on their lists. Therefore, it is in 21st Mortgage's and the "financial counselor's" best interests to use any tactics possible to scare, threaten, etc the customer into making a payment. They WILL NOT foreclose unless they have exhausted every means possible to collect a payment. This means months and months. Not 1 or 2 days as some "financial counselors" might claim. Again, they are trying to meet their "goals".

The "senior" officers who Walter spoke to was not an actual "senior" officer, he/she was a team leader. Which basically means he/she has been working at the company longer than the other employees on his/her team. These "senior officers" are usually 20-40 years younger than the customers they are sometimes threatening with foreclosures.

I hope that employees like "Brian" never go through any financial difficulties in their lives so they never get the endless threatening phone calls from people sitting in cubicles making their 10-12 dollars an hour. Warren Buffett, Tim Williams, Richard Ray, (and to a certain extent = Troy Fussell ) are the ones getting rich, not you ... You just end up looking like the jacka$$. Some people just aren't as smart as they think they are.

Just remember it could be your father, grandfather, mother, grandmother that could be receiving the endless phone calls and maybe your "goals" should be to treat them as such. Have a great day and let us all know how the next FREE PIZZA PARTY!!! is. :) :) :)
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#5 UPDATE Employee

To correct a few misconceptions:

AUTHOR: Brian - (U.S.A.)

I work for 21st. 21st Mortgage Corporation's parent company is Berkshire-Hathaway, not Vanderbilt Mortgage (which is also owned by Berkshire-Hathaway. Then again, so is Dairy Queen.). VMF and 21st are two separate entities.



Also, I can't find where 21st is being sued by anyone in Myrtle Beach.



It sounds cold to say this, but the easiest way to avoid problems with a mortgage company is to not be late with your payment. The grace period is just that - a grace period. It's not an extension on your due date. Your due date is when your payment is due, plain and simple. It might not seem fair sometimes, but if everyone was allowed to slide on their due dates, then NO mortgage company would be able to survive.



When it comes to money owed on a loan, it's imperative to pay on or before the due date. I'm sorry, but paying in the same month isn't good enough. Put yourself in the company's shoes. You're depending on that money being there when it's supposed to be there in order to keep things moving smoothly. Wouldn't you want it there? Furthermore, put yourself in the shoes of your financial counselor.



Here's a person who has heard literally every excuse in the book and a few that aren't. If they're hearing that you're going to be late every month, what does that say to them? There's a LOT of people out there who call "almost every single month" with some excuse or another as to why their payment will be late. Some of them are like you, and pay within the same month every month, but many, MANY more miss payments. With which group do you want to be associated?



My wife and I also have a mortgage. We take it very seriously - it's our #1 priority. We budget out our money for our mortgage at least two weeks ahead of time, and we always pay early. We've never been called by our mortgage company as a result.



Bottom line - if you're consistently late with your payment, as you claim to be "almost every single month" then yes, you're going to get called. However, if you budget your money to make sure that all-important payment is posted on time and you call beforehand to let your financial counselor know that you might be a few days late with your payment, things should operate more smoothly.



If budgeting isn't an easy solution, consider moving your payment date. There's a small fee associated with it (depending on how far you want to move it - it's based on daily interest), but it could be the solution for you. Our customer service department has all the information you would need in that regard.



In the end, all anyone on either side wants is for life to run smoothly. Having that payment post on or before the due date is the key. :)
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