Consumer complaint received 2020-12-01
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been having a hard time with cardinal financial and how they have managed our impound account. Below is a dispute letter showing just a little bit of the challenges Ive been going through with Cardinal financial. I did call cfpb last night and spoke to a lovely person Who Validated my issues and said I was within the guidelines to file a claim. She took some notes as well. Hear is the letter I sent to cardinal Financial : To Cardinal Financial : Hi my name is XXXX XXXX loan # XXXX. I refinanced with your company in XX/XX/XXXX. I left the other mortage company because they were unable to manage my taxes and insurance account. I would get letters saying my taxes, fire and flood insurance was going to be cancelled. I also got a better rate with you. Now that being said. I ran into the same issues with Cardinal Financial. I was aware of when my taxes, flood and fire insurance was due while you were managing the account. Two months before the Fire insurance and flood insurance I contacted you to inform you that the insurances were due, along with the taxes. I started to get letters from the fire insurance and the flood that it was due. Again, I called and emailed you to remind you and to make sure they would not cancel. Unfortunately, I started getting those cancellation letters and had to call you to make sure you paid them. I was trying to prevent that. This was exhausting, challenging, frustrating, and disappointing. This took a lot of my time and caused my family stress. I felt taken advantaged of and an unsatisfied customer. I have documentation and letters and I have been keeping track of who I have talked to. About a month ago, I received a letter from you asking for XXXX for a projected deficient balance for XXXX thru XXXX. In Our original loan documents we were covered until XX/XX/XXXX in the impound account. Thats a contradiction right there.Really! You are now raising my monthly payment for XXXX from XXXX to XXXX and then XXXX that pushed me over the edge. By the way, you should have padded the escrow account then we signed the loan. This is really poor management if the impound account. You have proven to me that it can't be properly managed. last month I call and had two work orders opened. To remove PMI and have the impound account removed so I could properly manage it since you have shown me the incompetence of your financial managing on my account. I was told that I would be called back at a certain time and day, It didn't happen. Multiple times! I am at the point of refinancing with another lending institution. Iam very disappointed. I know I could do a better job. I also put extra towards the principle. I am just trying to be a good Stewart of my money and finances. I would hope that we could work something out. I need you to fix this soon before XX/XX/XXXX. I am sure you would like a happy and validated customer. I will be expecting your Call. 
Thanks and God Bless XXXX XXXX ( XXXX ) Since I sent this letter I have communicated with multiple supervisors. I even called the guy who helped with the initial part of the loan to help me and he said he was gon na look into it I sent him a couple emails phone calls and nothing back. I also just got a letter saying that my flood insurance Was not updated And it was only for six months. I had to send them a declaration page and I highlighted it it showed it was covered for the whole year. I was crunching some numbers and I need something more like {$4400.00} in the escrow account to pay bills as of XXXX I had {$4600.00} so why would they were they asking for XXXX. I understand were all going through a hard time right now and Im just trying to be an honest person and be a good steward of my money. Every time I call Cardinal financial they just give me the runaround pass me around and give me excuses. This is the bulk of it I have paperwork and documents I can also send and if I can explain myself better by calling me lets do that thanks so much. I have more paperwork I just want to start the process and then we can build her case and then negotiate with Cardinal financial. 
XXXX XXXX God Bless XXXX Ps. Not very tech Savvy so I may need your help.

Company response to consumer: Closed with explanation