Consumer complaint received 2023-01-09
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
Back in XX/XX/2022 I closed and financed with Cardinal Financial Company on my first home purchase. I received the recommended first time home buyers loan in addition to my traditional mortgage loan. This action was recommended to me by the loan XXXX as well as my realtor and even the bank involved as my credit was in very good standing. I took this {$10000.00} loan with a XXXX XXXX XXXX  rate and XXXX  payments due unless I sell my property within XXXX in of purchasing it. I received monthly statements from XXXX with a {$0.00} XXXX and {$0.00} due on this " separate mortgage. '' I paid my other mortgage statements on time and as instructed through their online portal. 
Fast forward to XX/XX/2022 and I received a phone call from Cardinal Financial for a " dept collection. '' My mortgage payment had just gone through 2 days earlier so I was very confused and concerned about this call. I spoke with a representative that they automatically connected me to and she was very confused as to why I got the call as well because my balance was currently {$0.00} and both of my loans had recently been sold to XXXX XXXX which would now be taking our payments as of XX/XX/2022. She assured myself and my wife, who pays all of our bills and deals with our financial payments, were up to date and in good standing with {$0.00} balance. A few days later I get a statement in the mail for a {$0.00} late fee on our {$0.00} balance for our first time home buyers loan. This statement was due XX/XX/2022 ... At this point I could no longer pay Cardinal Financial on our portal and assuming this was the " debt '' issue that was corrected, and seeing as I couldn't pay this bill, I figured that this was the issue that the customer service representatives had corrected a few days prior. I saved the statement just in case I needed it later for records and I'm glad I have. 
They not only generated an unfounded {$0.00} late fee on a {$0.00} bill, but they also accused me of no payment and then sent a derogatory remark on my credit report as a delinquent payment. This cost me over XXXX on my XXXX account! 
When I called the customer service line today I was first told that my accounts never existed. After assuring the representative that they did and giving them all of my account information and social security number, they were still unable to find the account. The then transfered me to the local branch office who again, asked for my account and social information and was still unable to find it, then suddenly found it after some extended time and looking up of the property address. 
She then told me that they can do nothing about the issue as the account has been closed! She said if I want to resolve it I need to pull an official XXXX XXXX ( thus costing my XXXX XXXX to go down even further! ) to send them in an email along with a hand written letter signed and PDF formatted in order for them to " review '' it ... Of course I am upset about this enormous hoop I have to jump through during my extremely busy work week to fix an issue they created and did not correct when they said they had corrected it. But once the XXXX, XXXX, hears my frustration XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  We were obviously upset about this situation but remained respectful and appropriate throughout. We were very disappointed as it is her job as a customer service manager to solve the issue and not pass the buck but instead she bXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My wife never did this but only asked for clarification on how this situation even occurred given that it was a XXXX XXXX  bill with a XXXX XXXX XXXX  rate that somehow accrued a late fee. XXXX XXXX then suggested that it was likely due to an unpaid interest rate. To which my wife accurately pointed out it was a XXXX XXXX XXXX  rate and could not have accrued a late fee. She abruptly cut off my wife from speaking any longer as she claims XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We were obviously upset about this situation but we never took our XXXX XXXX XXXX XXXX rather only spoke to her and expressed our frustration over the situation as she was the manager offered to us to do so. She then refused to offer any further assistance other than to pass the buck and have us jump through more hoops and ruin our credit further in order to solve an issue they created. She then refused to give us the reference number to the phone call that we had made in order to prove that we had made this phone call and only offered her employee initials of XXXX 
This is a terrible way to solve issues as well as a terrible way to run a business by destroying a hard working man 's credit due to this company 's bad system management, XXXX XXXX XXXX customer service.

Company response to consumer: Closed with explanation