Consumer complaint received 2022-08-25
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Heres a history of what Ive documented. On XX/XX/XXXX, I sent a similar letter to Cardinal via email so they have this recorded on their end. 
XX/XX/2022 an electronic payment of {$3700.00} was made from my checking account at XXXX Bank my personal bank. It was expected to arrive by XX/XX/2022 o Payment address : Cardinal Financial Company, XXXX XXXX XXXX, XXXX, CA XXXX XX/XX/2022 a letter from Cardinal Financial , stating AS OF XX/XX/2022, the loan was transferred to XXXXXXXX XXXXXXXX XXXX I received the letter XXXX XXXX, and called XXXXXXXX XXXX multiple times until they confirmed I was a new customer of theirs o I called Cardinal Financial to ask where my XX/XX/XXXX payment was ( at that point my online account was closed and didnt reflect the payment I had made ), I was informed that my payment I had made was being transferred to XXXXXXXX XXXX I was informed in the letter and on the phone, I had 60 days to make payments because of the transfer of the loan and I was protected from being thrown into collections. 
XXXX On XX/XX/XXXX, XXXX FINALLY had a loan # for my property, but still had not received my payment made to Cardinal financial on XX/XX/XXXX On XX/XX/XXXX, I got multiple calls from Cardinal FinanciaXXXX XXXX First, they demanded payment and I explained I had made my XXXX payment but they had shipped it off to another Mortgage company XXXX Second, they said they no longer had sold my Mortgage and it was to remain with Cardinal XXXX I asked for an email confirmation of this action, but nothing was ever sent On XX/XX/XXXX, I called Cardinal Financial, given the suspicious, harassing phone calls I had received the day before XXXX The representatives said my loan would remain and by XX/XX/XXXX my loan would be updated with the payment information that was sent BACK from XXXXXXXX XXXXXXXX XXXX I was assured of my 60 days and said I would make a payment after confirmation the loan would not be sold ( in writing ) On XX/XX/XXXX, collections phone calls begin, with no knowledge of the confusion that has occurred based upon Cardinals actions On XX/XX/XXXX, a letter dated XX/XX/XXXX, confirmed Cardinal was not selling my loan to XXXXXXXX XXXX On XX/XX/XXXX, I called again to Cardinal Financial and after multiple representatives harassed me, I talked to a reasonable gentleman who verbally confirmed my loan was not being sold ( this month ) o I was told by XX/XX/XXXX this would be solved. Today is XX/XX/2022, and I will call first thing in the morning to hopefully get my first piece of good news On XX/XX/XXXX, XXXX XXXX  PDT, I sent an email to XXXX, asking to get more documentation and provided my proof of payment o No response was received On XX/XX/XXXX, Which reflected on XX/XX/XXXX in my account, I made an electronic payment, via my personal Bank to Cardinal Financial for an amount of XXXX. 
On XX/XX/XXXX, I got a letter in the mail notifying me of a Breach of my contract o I now have until XX/XX/XXXX to re-pay the missing amount Four calls were made to Cardinal Financial XXXX XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, XX/XX/XXXX XXXX  Cardinal did not get my email ( I used a different email address than associated with the account ) XXXX Cardinal asked for bank statements 15 days before and 15 days after the transactions. This was sent to them on XX/XX/XXXX o On XX/XX/XXXX, they confirmed recipient of the email but said there would be no updates until XX/XX/XXXX. I explained their collections department was foreclosing my home by XX/XX/XXXX and asked if there was any way to accelerate the process. No support was provided o XX/XX/XXXX still no update, but potentially it would be resolved by XX/XX/XXXX. 
On XX/XX/XXXX, I called my bank. They verbally confirmed the money was sent to Cardinal Financial on XX/XX/XXXX and subsequently received, accepted and processed by Cardinal Financial. There is no way for them to reverse the process and help get my money back On XX/XX/XXXX, multiple letters came basically stating the same thing, I needed to pay the missing amounts or my home would be taken from me On XX/XX/XXXX, I initiated another payment of {$3700.00} to Cardinal Financial. While this puts a strain on our budget, I do not want to lose our home and will continue to try and seek a return of the missing money or a credit to a future mortgage payment. 
XXXX As of XX/XX/XXXX, While I have confirmation from my bank it was sent, I dont see it reflected in my account Thank you for any advice you can give us.

Company response to consumer: Closed with explanation