Consumer complaint received 2022-07-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: WI

Complaint narrative:
I want to file a report against my mortgage lender and servicer Cardinal Financial Company and XXXX who have not followed FHA guidelines and have been engaging in unethical servicing practices and now I am in the beginning of the foreclosure process because of their actions. I want to pay and I want to fix this but they have blocked access to these programs and ignored me. I was negatively impacted by XXXX and had my hours cut and my girlfriend who helped with some of the bills was laid off. I could not keep up and in XX/XX/2020 when I could not make my payment I tried to call XXXX to see if there were any programs they could offer me to help me get through the hardship. I could not get anyone on the phone ( probably working remotely ) and had to leave voicemail through the automated system. I left many messages and never received a returned call. I did not receive any notification by mail or anything else, no one told me about or offered the government CARES forbearance plan and I was never able to actually speak to an agent from the lender. Not only did I lose hours at that time but also my furnace went out and had to be replaced and my roof was leaking so needed to take care of that. To make matters worse, I got hit with past due state income taxes and they began garnishing my paycheck. I wanted to pay my mortgage, I wanted to do what I could but my lender and servicer did not respond to me in any way or offer me access to any programs. Finally in XXXX of this year I heard from them and they were sending pre-foreclosure paperwork to me. This is wrong. 

I work as a XXXX XXXX on industrial machines. I had financial issues in the past due to XXXX and child support payments and credit card debt, but I always paid my mortgage on time. I began struggling due to the XXXX XXXX pandemic and Congress passed the CARES act to help people in my situation with a forbearance. At the end of the forbearance, the lender is supposed to work with the homeowner to provide access to loan modification or restructure options so they can resume making payments and get back caught up with the bank. This never happened. I never had ANY contact from my lender despite multiple and repeated calls to them over several months. There was no offer of the CARES program, and there was no review of my financial circumstances for modification or other options. There was absolutely NO communication until they told me I was in foreclosure. 

I am back working full time and make a good living and can afford a fair mortgage payment. I just can't pay back all of the late payments all at once and need XXXX and XXXX to work with me to review my current financial information and consider me for all homeowner assistance options ( including forbearance ) including loan modification, partial claim, loan restructure, capitalization of arrearages or repayment plan. I make enough money to afford a fair and reasonable mortgage payment to save my home.

Company response to consumer: Closed with explanation