Consumer complaint received 2022-09-21
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My Husband a Veteran, Died on XX/XX/XXXX and realizing that my income was now going to be reduced by almost XXXX XXXX XXXX ) ; I contacted my mortgage Company Cardinal Financial Loan # XXXX on XX/XX/2022 to request that My Daughter and her husband could ASSUME my Loan. At that time I was given a email address " XXXX '' to which I repeated back to the Representative and was told to send in writing stating that I was requesting that my Loan be assumed with mine and their signatures on it. 
When I didn't hear anything back or receive any confirmation that they had received the email, I called Cardinal back on XX/XX/XXXX, and was told that I was given the wrong email address and asked me to re-send the information to : " XXXX '' and to also send in under separate cover my late husband 's Death Certificate. The Cardinal ; Rep told me that it may take up to 5-6 days for someone to Receive the Email and Respond and perhaps another 10-14 days for the Mail to deliver their response. 

No Confirmation that the Email had been received, so I called Cardinal back on ( I think ) XX/XX/XXXX and spoke with a Cardinal Representative in the Special Loans Department and was told that a letter was being sent out the next day concerning my request. I ask her if she could tell me what " Cardinal 's Decision Was concerning the Assumption '' and she said that NO DECISION had been made. I received that letter Dated XX/XX/2022 on XX/XX/2022 which basically said that they had received my request and that my request had been sent to the " appropriate area '' for review and that Cardinal would make every effort to provide a response to my inquiry as promptly as possible and would do so " within the time limits required by law ''. 

On XX/XX/2022 ; I received a Letter from Cardinal stating that the letter was in Response to my communication regarding the Successor in Interest and was in response to receipt of the Death Certificate.The letter was written on XX/XX/2022 and Postmarked XX/XX/2022! It also stated that " in order to assist me that they would need a copy of the recent recorded Deed at the time of the borrower 's passing and also Further documentation may be required after review of Deed ''. On XX/XX/2022 ; I called and spoke with Cardinal Representative XXXX and told her that NOTHING had changed on the Deed of Trust on file since the original date of Recording. I think it was XXXX that had told me that On XX/XX/2022 that the Deed will be changed to " XXXX XXXX XXXX XXXX XXXX '' which would be 5 days After Cardinal 's Next Credit Reporting! I asked her to please have someone call me concerning this as Cardinal themselves had the Deed and also sent a Email to the Special Loans Department at Cardinal regarding that letter. I followed up with a Email stating that I had been in touch with the VA and was told that my Husband 's VA Loan was assumable and that as VA Lenders that I felt that Cardinal should Already know this and that I had sent a letter to Senator XXXX XXXX asking him to clarify what was showing on E-Benefits concerning the Death of a Veteran with a VA Loan. 

On XX/XX/2022 ; I spoke with XXXX XXXX in the Assumptions Department and was told by her that another Department had to DETERMINE " WHO '' the Successor in Interest is! She said that she would have someone from that XXXX Department contact me and she also followed up with a Email with that Department 's email address on it and I sent the XXXX Department Stating that I needed to KNOW EXACTLY what they needed me to Provide in order that this Assumption move forward. 

On Friday afternoon XX/XX/XXXX, I received a call from a Representative of Cardinal XXXX stating that Cardinal had determined that I MYSELF, was indeed the Successor in Interest and that On XX/XX/XXXX, the Assumption Process could begin and that she would put a note in the file that information had already been sent in regarding that. I was over-joyed. 

On Monday XX/XX/2022 ; I contacted XXXX through Email giving her the news and asking her IF there was any information that I, My daughter or Son-in-law could be sending her in the meantime to further move the Assumption Forward. XXXX responded through Email that NOTHING Can be done until After XX/XX/XXXX and then they WOULD NEED to DETERMINE IF the MORTGAGE is ASSUMABLE and that the PROCESS COULD TAKE MONTHS! I was overwhelmed! With Technology today, how can that be? I answered the Email stating that I wanted someone from the Appropriate Department to Contact me stating the TIME LIMIT REQUIRED BY LAW that had been referred to in Cardinal 's Letter to me Dated XX/XX/XXXX. I was overwhelmed! 

If it were not for my daughter and her husband helping me right now financially ; I would be in default of the Loan! 

I have NOT heard from anyone since! 

XXXX XXXX

Company response to consumer: Closed with explanation