ComplaintsforCardinal Financial Company, Limited Partnership

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They sent my H343032**333633323536H H32303235**303035**32H the incorrect forms for my taxes. They sent a letter saying that we need to increase our H343032**333633323536H for the year. They said that since they have done an analysis on my account, they can&#**;t change it. They say they are missing the correct documentation. So we reached out to the county of corrections office and wanted them to call them to get a better understanding of what documents they are looking for and my H343032**333633323536H H32303235**303035**32H said they can&#**;t do this.

  

  Business response

  04/24/2024

  Hello,

  Please see Cardinal Financial's response to BBB case number 21581761.

  Best regards,

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mortgage ** wants to charge me $13,913 in property taxes for 2024 even though I've demonstrated I'm tax exempt here in TX. I had a mortgage payment due on 1 Apr adjusted and added this this escrow shortfall from my regular monthly payment of $5400 up to $7209.32. They will not make any adjustments and told me the total amount is due. I submitted this paperwork months ago and they say it may take several more weeks to update my account to reflect the tax exempt status. They are saying I must pay the increase, including the taxes even though I have demonstrated I'm exempt.

  

  Business response

  04/15/2024

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 21529749.

  Best regards,

   

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September of 2022 we started a new mortgage with cardinal financial and were very happy with the service we received during the closing process, this however turned bad very quickly. Less than 3 months after closing Cardinal forced our monthly payment to go up by $530, they had mistakenly assessed our tax rate at 6% and not 4%. We were told that once it was corrected we would revive a refund for the overage we had payed. No refund was ever issued. Following this our home owners insurance was not paid by Cardinal financial even tho they continued to remove money from our escrow account to pay for the policy. After three failed attempts to get them to pay the insurance was cancelled due to non payment. They then proceeded to charge us $1089.90 for 3 months of lapsed insurance that was caused by them. I sought out a new policy and got one set up with State Farm, payment information was given to Cardinal and a check was issued to State Farm supposedly (1/13/2024) as of today (2/28/2024) State Farm notified me that no payment was received from Cardinal financial although the money was removed from our escrow account just like with our previous insurance provider. As of this month they are forcing our monthly payments back up due to an escrow shortage that they have caused. They have been absolutely horrible and have not attempted to work with us at all in resolving these issues. I would greatly recommend never doing business with this company for any reason.

  

  Business response

  03/13/2024

  Please see attached business response. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are closing on a loan for a house and we are supposed to be closing on the 23rd of February which is now less than 3 days away and we still have yet to receive a final closing disclosure with the correct amount and the lender has charged us more than we were supposed to be charged for appraisal fees

  

  Business response

  02/28/2024

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 21323439.

  Best regards,

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The reason we used Cardinal Financial for our mortgage is because they had a loan recast option and we needed to remodel our old house before selling it. We were told several times that we could re cast our loan payment when the old house sold and that this would remove *** from our payments. 7 Months after we got our home loan with cardinal, we sold our old home and paid $167,000 towards our mortgage putting our mortgage loan to valve at 40% of the appraised valve well below the 80% required to remove ***. They will not remove the *** from our payments, and we have been fighting with them for months to get it removed. They are now telling us we must pay them for another appraisal (they just appraised the home when we got the property in July). They are stating they need another appraisal to verify that the loan to valve ratio is under the 80% ***** (It is at 40% according to the appraisal they just did in July). On top of this they are now telling us our loan payment cannot be recast and with no reason why. We have spent hours and hours on the phone being transferred from department to department with no answers. We have sent emails with the same generic responses that our loan is not eligible for a recast at this time with no explanation why or what needs to be done. We have sent faxes and received letters back with the same generic response. I have been transferred to another 3rd party company DMI and Special Loans Departments and everyone just transfers me around saying someone else should be able to tell me what is going on. I have been on the phone with cardinal over 20 times now for several hours at a time and still have no answers as to why they can't re cast the loan and the *** still has not been removed even though they just appraised the house.

  

  Business response

  03/04/2024

  Please see attached business response. 

  Customer response

  03/04/2024

   
  I am rejecting this response because:
  All it is is a letter saying they would look into it and will respond by the 12th. I will let you know if problem has been resolved by then. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a mortgage with Cardinal Financial that is managed by the ***********, ** office. We moved from the residence in October 2023 but still own our home. I was able to update our homeowners policy with Cardinal via email and all went well. However, I have been unable to get the company to change our mailing address to our new address. I have followed their instructions and submitted the appropriate paperwork in writing to make the change at least 5 times over the past 4 months. Approximately every 2 weeks I receive the same letter (at my new/current address) indicating it is critical that I follow the steps again to update my address. There is either a completely incompetent process in the *************************** or someone is intentionally harassing us. I would like for this to be corrected so that I will stop receiving these letters. I would like for Cardinal to confirm that they have my correct address on file. I will be moving in the future/prior to the mortgage being paid off and do not want to have to go through this process more than once.

  

  Business response

  02/22/2024

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 31368705.

  Best regards,

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  HI, i have a complaint against Cardinal Financial Company, i don't believe i was treated fairly and I'm sure there are laws, bills, codes like Title ****************************** On March of 2023, my home mortgage went in default, my father passed away and i had to apply for the hardship program. On May 10, 2023, the loss mitigation department received my application package back, and i was notified by phone, by a Cardinal financial representative that: "This wont hurt your credit, as long as you are in ************************** you don't have to make mortgage payments until a decision has been reached, it wont be reported to your credit report, it's like we freeze your account until then". I said ok and went on about my life. The next letter i received from them was on August 18, 2023 explaining that "i did not respond to them within 14 days and i no longer qualified for any other option but one" which was the partial claim. Cardinal and i both have these communication records but they failed to send me a notice, letter within that time frame giving me those other options. On August 28, ********************************************************************* that my credit would not be affected after the date i went into review with the loss mitigation department. Received a letter saying my payments would resume on October 01, 2023, but in September they sold my loan to another company, then they reported to my credit report as "Missed May, June, July, and August and in September they closed my account with all of those missed payments" I've tried to resolve it with them but they keep saying they no longer have access to my account, its no longer theirs. Im sure there's an Act, Code, somewhere that can resolve this issue with either correcting it or deleting the account completely from my credit report if not accurate. I would very much appreciate if you could help me in any way, this is hurting my ability to obtain credit and financially help my family. Thank you

  

  Business response

  02/20/2024

  Please see attached response from the business. 

  Customer response

  02/24/2024

   
  I am rejecting this response because: the issue was not resolved. When I entered the loan mitigation process with cardinal financial I was only 30 days past due on my account, during this process they sold my account to another ********************************************* and left me with a 120+ missed/late payment account. I request that it either be deleted from all 3 credit reports, or make corrections to it to only 30 days late and 120+. All of our conversations were recorded, they should have a confirmation that it would not have affected my credit. I cant even get a $500.00 credit card, besides the 580 credit score, lenders see me as extreme high risk because of what cardinal financial did to my credit report. ************* a new HVAC system, no company will work with me because of those 120+ late payment, Cardinal financial should give me a loan to get that HVAC system at a decent rate since theyre the reason why I cant get a loan anywhere else. Thank you!
  
  

  

  Business response

  02/29/2024

  Please see attached business responses.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cardinal is a terrible company almost my insurance was canceled because Cardinal does not make the payments. I explained I have another mortgage and I would like to change just the day to make the payments. It is a answer I got I do see that you are enrolled into auto payments on the first of every month. At this time, you can set up automatic payments with up to 5 delay days following the payment due date. As such, the latest draft date available is the 6th of each month, or the next business day if this draft date falls on a weekend or holiday. This is a system limitation and we are not able to modify it at this time. I am sorry for any inconvenience or confusion this may cause.I do apologize, but I am not able to change the due date of your monthly payment. Per your signed Note, payments are due on the first of the month with a 15-day grace ****** following the payment due date. If an outstanding monthly payment is not received by the end of business hours on the 16th of the month, or the following business day if the 16th is on a weekend or holiday, a late charge will be assessed.You may submit a written dispute to our ******************* at one of the following:Mail Stop ************************************************************************************************** Fax Number: ************** Email: **************************************************** Please include your loan number on your inquiry, and enclose all relevant supporting documentation available to you. This information will disappear when this chat has ended. As such, you may wish to copy anything you would like to reference in the future.

  

  Business response

  02/14/2024

  Hello,

  Please find attached Cardinal Financial's response to BBB Case number 21225574.

  Best regards,

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have attempted to settle this matter with the internal research department but have received no response. **** # ********** We bought a home through cardinal on 08/31/23 and were told our first payment was due 10/01/23. In September we received a letter dated 09/19/23 informing us of a loan transfer and telling us to make all future payments to the new servicer, ********** We recognize there was a typo with the year (****) but otherwise accepted the document as fact. On 10/02/23 at 9:14am we called Cardinal, after speaking to ********** because ********* told us we could not pay them. Cardinal told us at this time we had a zero balance and did not owe any money. Even though Cardinal is now denying it being apart of our file. As a result, no payment was made for the month of October as neither loan servicer agreed to accept payment. Since then we have received inaccurate bills from Cardinal and loss mitigation correspondence. We have paid our mortgage to **** care on 11/01/23 and are in good standing with them. I spoke to a ********* #WCK in the collections department and tried to come up with a solution for this problem, that Cardinal caused, but she refused to accept any payments beyond a payment in full. Cardinal failed to collect the Oct 1st payment when it was offered to you and has since failed to send accurate documentation reflecting our balance. Cardinal misrepresented our loan transfer date and now ******* stated she sees no record of the original letter dated 09/19/23. Cardinal has threatened to make a delinquent report to our credit bureau which we intend on disputing. We are willing to make payments towards the October payment, but cant pay it in full. We are also willing to have this amount added to the back of our current loan. However we feel because Cardinal has made such grievance errors in dealing with our account the debt should be waived and any delinquent reports made should be rescinded.

  

  Business response

  01/02/2024

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 21034924.

  Best regards,

  Customer response

  02/21/2024

   
  I am rejecting this response because:

   

  We bought a house with Cardinal in September 2023. Soon after, they transferred our loan to ********** On Oct. 1st, 2023, we attempted to make our first payment to Cardinal, and they refused to accept it. Our Loan was transferred and we began making payments to our new servicer. Cardinal then began contacting us through their collections department. I filed a BBB complaint at that time. I was finally informed the representative we spoke to on Oct. 1st mistakenly told us a payment was not due because we apparently had two loans, and only 1 had a payment due. We were never told about the two loans until after the BBB complaint. However throughout the process, the representative from Cardinal named ***** who was supposed to be helping us stopped returning my calls and never gave me a resolution to the issue. Throughout this whole time Cardinal refused to accept payments towards the reported debt. Now, on Feb 1st 2024 Cardinal has made a delinquent credit report for this debt. Again, we called today to pay this debt and Cardinal again has refused to accept payment. It was stated our loan was officially transferred on Jan 30 2024 preventing them from accepting payment. Why did Cardinal report this debt to our credit and then refuse to accept this payment? Why did ***** refuse to resolve the last BBB complaint? I want the delinquent credit report retracted immediately.

   

  Correction to a credit report
  

  
  

  

  Business response

  02/28/2024

  Hello,

  Please find Cardinal Financial's response to the BBB Rebuttal Case 21034924.

  Best regards,

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are trying to make principal curtailment payment on October 24th, and it was rejected by the bank with a vague reason " need to validate the name". Even though we have confirmed all the wiring details with the Cardinal before proceeding. we made several calls for inquiry and was told to wait for 20 business days in order for them to resolve the issue. On Nov 6th, we called again and was told that there should be result on Nov 17th, but then no one called to offer the result. Every time we tried to wire payment to them, they charged us a fee for the wiring process. They need to refund us the wiring fee given that it is their fault in this situation.

  

  Business response

  12/01/2023

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 20900805.

  Thank you,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩