Product: Mortgage

Please note this is the third CFPB complaint being filed against Cardinal Financial Company. The first complaint was filed on XX/XX/XXXX ( XXXX ). The second complaint was filed on XX/XX/XXXX ( XXXX ). 

XXXX XXXX XXXX was approved by Cardinal Financial for an FHA COVID-19 forbearance on XX/XX/XXXX. The forbearance plan was set to suspend her regular monthly loan payments from XX/XX/XXXX, through XX/XX/XXXX. 

On XX/XX/XXXX, XXXX XXXX sent a letter to Cardinal Financial via USPS certified mailed, return receipt requested. The letter was addressed to MAIL STOP XXXX, ATTENTION : CARDINAL FINANCIAL LOSS MITIGATION DEPARTMENT, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, IL XXXX. 

In the XX/XX/XXXX, dated letter, XXXX XXXX formally requested a COVID-19 Forbearance Extension. A copy of this letter has been attached to this complaint as supporting documentation. 

On XX/XX/XXXX, XXXX XXXX and I contacted Cardinal Financial by phone and spoke with representative, XXXX ( ID : XXXX ). We asked the representative to confirm receipt of XXXX XXXX 's letter requesting an extension to her forbearance. XXXX XXXX confirmed receipt of the letter and then placed us both on hold while she confirmed with her " supervisor '' that the letter will be deemed sufficient as a request for the extension. When the representative returned to the call, she confirmed her supervisor stated the request was deemed sufficient for a request to extend her forbearance. 

On or around XX/XX/XXXX, I contacted Cardinal Financial by phone. I spoke with a representative who stated there had been no movement on XXXX XXXX 's request for forbearance. 

On XX/XX/XXXX, XXXX XXXX and I both contacted Cardinal Financial by phone twice. The first call was dropped. During the first call, we spoke with loss mitigation representative, XXXX ( ID : XXXX XXXX. We asked XXXX to provide an update on XXXX XXXX 's XX/XX/XXXX, request to extend her COVID-19 forbearance. The representative stated the request was approved and XXXX XXXX 's forbearance was extended through to XXXX, XXXX. We asked the representative when XXXX XXXX would be receiving correspondence from Cardinal with this information, and we were informed by XX/XX/XXXX. We then asked the representative to e-mail the letter to us directly, and we were told a supervisor would need to do authorize the request. This is when the call dropped. 

On the same day, XX/XX/XXXX, XXXX XXXX and I both contacted Cardinal Financial again by phone. This time we spoke with representative XXXX ( ID : XXXX ). This representative stated she did not see anything in her system that indicates the forbearance extension request was approved. In fact, the representative on this call said the forbearance extension request was entered in Cardinal 's system as being " initially requested '' on XX/XX/XXXX. 

Cardinal Financial continues to demonstrate egregious behavior with respect to XXXX XXXX 's loss mitigation file. Cardinal Financial continues to neglect their responsibilities to the borrower ; Cardinal Financial neglected to send XXXX XXXX a written response to her written request for a forbearance extension, which they initially claimed over the phone that they received one ( 1 ) month ago today.