Consumer complaint received 2017-07-21
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Im have been trying to get my Escrow refund checks for amounts {$1000.00} and {$1400.00} from Cardinal Financial since XX/XX/XXXX 2017 and they keep getting returned to the company. So the first address they have was to my beach house which has a forwarding address on it to my primary residence. They sent the check to my beach house address the 1st time and it was returned back to Cardinal Financial.  So I called on XX/XX/XXXX to find out why I have n't received them and thats when they told me I needed to fill out a change of address for my primary address and they would re-submit the work request again to have them sent out once again. So I fill out the change of address form that day and mailed it all the same day to them. After 2 weeks of still not receiving the checks once again I called back on XX/XX/XXXX to let them know I still havent received the checks again the lady put me on hold to try and figure out what was going on and thats when she came back on the phone to verify my mailing address was my primary residence. I then stop the lady from talking and told her that she had my zip code incorrect and she asked what the correct one was XXXX XXXX XXXX XXXX XXXX so then she told me I would have to re-submit another change of address form to correct the incorrect zip code. Remind you every time I call they ask me to verify my address and I would give them both and not once did they say they had my zip code incorrect for either of my addresses on file. I told the lady that I know my address well enough to know for a FACT I wrote my address correct for her to check what I wrote on the 1st form so she put me on hold so she could pull up my form I filled out for the address change to see if it was my fault or theirs. So after being on hold for awhile she came back on and told me she looked at the form and I wrote it correct that someone on their end entered the information incorrectly. She then told me she would put in another work request to have the checks sent again and have them rushed to me since it was their fault. Now at this point I 'm anger and tired of calling this company to do a follow up with their employees to find out why I still havent received my escrow refund checks and why they cant do anything to correct this in a timely manner. So from XX/XX/XXXX to now XX/XX/XXXX I still dont have my checks and after talking to XXXX the supervisor that was rude to me she tells me she put in a request for a manager to call me to see what they could do to get me my checks, but it would take the manager anywhere from 24-48 hours to contact me. I told her for being a customer that has been trying to get these checks for 3 months now and XX/XX/XXXX will be 4 months I dont feel like I should have to wait 24-48 hours for a manager to contact me with these ongoing issue and I 'm unsatisfied with how they are handling this issue. This company is quick to blame or point fingers at others for their mistakes and thats unacceptable. So with that being said, I have never had to submit a claim on a company but feel its time for them to be held accountable for their mistakes and ongoing errors and give me my refund checks. Since at this time they cant seem to get them delivered to my primary address which mind you is the same address I receive their mortgage statements every month. I can also attach screenshots of my mortgage statement and phone records of all the times I 've called the mortgage company. Thanks for your time and help with my ongoing issue with Cardinal Financial.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation