Consumer complaint received 2022-06-28
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
The issue is with Cardinal financial Company Phone number XXXX address : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX. 

I was apparently issued an Escrow Refund XX/XX/XXXX they send a check to my address. I was not aware I was getting a refund. I recall receiving a refund back on XX/XX/XXXX for a check in the amount {$99.00} which I do recall depositing it into one of my accounts. Fast Forward to XX/XX/XXXX I was looking online at my mortgage portal, and reviewing my escrow when I went to statement is when I saw they sent a letter on XX/XX/XXXX with the check, I don't recall getting a check for {$1000.00}. So I proceeded to look at all my accounts to see if I deposited a check of the significant amount and not recall that I got it. I found no such deposit for that amount, I don't ever cash checks i only deposit. So I called Cardinal financial and I asked that if they could provide proof that the check was in fact negotiated by me or someone else if it was stolen to have that letter of proof saying such check was issued x date, and negotiated x date. Or if in fact the check was just simply missing and I need to get a check reissued. I according to Cardinal Financial I called on XX/XX/XXXX the rep I spoke to dont recall a name but I am sure they record all calls and can look into it. They put it in the request for a letter to be issues or a new check. If I recall correctly the rep said it would take at least XXXX weeks I said ok. Fast Forward to XX/XX/XXXX still no check or letter, so I call again this is the second time I call technically 3rd check to be issued now. I asked this new rep if there was a way for them to issued it maybe via XXXX, or XXXX. the rep said no, I said fine I have no choice please have them reissue it once again or letter. The rep said it would take at least 2 weeks. so different time frame this time. 

Now here we are XX/XX/XXXX, I called again 3rd time I call, and the spoke to a regular rep, but requested a Supervisor because of the issues at hand. The Supervisor proceeded basically to just tell me with no immediate solution to my issues at hand that in fact a request of the sort can take up too 2 months. So I told the supervisor ( XXXX XXXX ) everyone else said different time frames, I asked if there is anyway to expediate the matter she said no. I said okay fine I will play your game and wait exactly the 2 month mark, she said ok that would be XX/XX/XXXX, I said okay. Come that day if I still have no check or letter then what? she said we will escalate the request, I asked how long will with that take she said 2 weeks. 

I find this matter sad, utterly pathetic for a company in XXXX not be able to do something more for a client, with a matter of proof of delay and issue on their end. the mail is not a factor in this issue. I get all my mail, there lies a check out of my escrow account, and not in my possession and lingering around. if the table were turned and it was a mortgage payment check " lost '' in the mail they wouldn't wait 2 months for me without any fees or penalties of late to my Credit. 

I am head of XXXX XXXX for a XXXX, so I am no ignorant to how a financial company works. Cardinal Financial is no XXXX XXXX, XXXX, XXXX for them to take 2 months for a simple request. If those major companies can do it in 1 -2 weeks surely this little company can too. Just as a consumer is responsible to make their payment on time, a company of the sort should be held to the same expectation of time frame and deliver of service to its borrowers! 

I will also file a complaint with Texas AG for Consumer protection department.

Company response to consumer: Closed with explanation