Consumer complaint received 2020-12-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: FL

Complaint narrative:
As I am unsure how to add to a current complaint # XXXX, I have to file a new report here. 
The previous complaint is as follows : On XX/XX/2020 I noticed Cardinal Financial, my mortgage company, had not paid my homeowner 's insurance. The policy expires on XX/XX/2020. I called Cardinal Financial on XX/XX/XXXX to find out why the payment had not been made. At that time, I spoke with a person who said they were too busy to help me but would call me back. 
They took all my information, including my loan number. I waited 2 business days. No one called me back. On XX/XX/2020, I called again to find out why the homeowner 's insurance had not been paid. I spoke with a person who said they had not received the Insurance Declaration Page, and I would need to provide that to have the payment issued. I have never had to provide this information in the past and was surprised to hear this, but I complied and emailed the declaration page immediately following the call. On XX/XX/XXXX, the insurance payment had not been made. I called for a third time, this time speaking to someone named XXXX. She informed me that they received the Declaration Page and would look into the matter. After more than ten minutes on hold, XXXX returned and said they would send the payment out. When I asked for a date, she told me she could not give me that information and explained that the fault was mine, that I had not provided the declaration page earlier. Again, I explained I have never had to provide this in the past. She again tried to explain why the fault was mine. I asked to speak to a supervisor. XXXX ( still on XX/XX/2020 ), the supervisor, got on the phone and explained to me again that the error was mine. She said the payment request had been submitted. I suggested that she call the department that the request was submitted to and ask them when the payment would be processed. 
She told me that the department in question did not have a telephone. She repeatedly interrupted me as I was asking questions, finally telling me that she could not answer any of my questions and the only way to find out if my insurance has been paid is to call them daily until the payment is made. I am required to have active insurance to maintain my loan. I am concerned about this situation and hope you can assist me. 

The new complaint goes as follows : After submitting the initial complaint, I received a tacit response from Cardinal Financial saying they would look into the matter. 

On another front, I mentioned the issue to my friend and mortgage broker who said he would try to ascertain the status of the issue. 

After his inquiry, he received an email from XXXX XXXX. The email said that the insurance payment was made on XX/XX/2020 in the amount of {$1000.00} check # XXXX If I am able, I will attach the email to this complaint. They even generated a payment report out of their system showing the payment. 

Throughout this process, I have checked my account on the internet that has shown no disbursement from my escrow account to the Insurance Company. 

On XX/XX/2020 I received a cancellation notice from my insurance company due to non-payment. The amount now due is {$1200.00}, an additional {$210.00} due to Cardinal 's lack of payment. 

After emailing XXXX XXXX today I mentioned I would be submitting this new complaint. At that point, I heard from XXXX  XXXX, Director of Servicing who indicated that XXXX would make the payment today. 

As Cardinal has been saying this for almost one month, I find no other recourse, but to file this additional complaint.

Company response to consumer: Closed with explanation