Consumer complaint received 2020-10-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: MD

Complaint narrative:
On or about XX/XX/2020 I filed a refinance application for a primary mortage with Cardinal Financial officer XXXX XXXX. 

XXXX XXXX XXXX Senior Loan Originator | NMLS # XXXX Cardinal Financial Company , Limited Partnership | NMLS XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NC XXXX Phone/Fax : ( XXXX ) XXXX | cardinalfinancial.com XXXX APPLY NOW From the date of application through the end of XXXX, we submitted requested documentation which was listed in a " applicant dashboard. '' We were advised that the application had been provisionally approved by the underwriter and by XXXX XXXX in XXXX, but just several days after we received a cursory letter of " denial of credit '' which was inconsistent with XXXX XXXX ' statement to us just a few days before. 

I sought immediate clarification from XXXX XXXX. 

He and his subordinate asserted the the primary hold up was a subordination letter application CF had submitted at my cost of {$250.00}. I subsequently found out that neither XXXX XXXX or his subordinate ever contacted XXXX XXXX -- it had no record of the subordination letter request. This was confirmed to me in writing by XXXX XXXX. I spent hours arranging for XXXX XXXX and/or his subordinate to talk directly with my banker at XXXX XXXX XXXX XXXX XXXX XXXX, but neither XXXX XXXX or anyone at CF ever followed up. 

At that point, we realized that our rate lock had expired, and XXXX could not issue a subordination letter without confirmation of a rate lock from XXXX. None was forthcoming even though XXXX XXXX assured me that rates were decreasing. 

XXXX XXXX sent the following email on XX/XX/XXXX after I repeatedly complained that I had heard no word about the status of my application throughout late XXXX, XXXX and XXXX except an undending list of more and more documents which were provided. 


" XXXX XXXX, XXXX, this entire has process has dragged on much longer than would have been expected on my end and I am sure from your end as well. The new rules and regulations regarding self-employed borrowers/income have made the process much tougher though not impossible. I was out of town end of last week so catching back up a bit today, I have a call with my underwriter this afternoon to review your file in full. I just need a determination if we can make it work, great and exactly what is required if anything additional from your end. If we can not I find out what the issue is, I think that is fair and certainly deserved from your end. Be in touch once I know more. 
XXXX '' On XX/XX/XXXX I received the following email from XXXX XXXX : " Thanks XXXX. I believe we are back on track now after speaking with my underwriter, just waiting on her to do a full re-review of the file this XXXX. '' That was the last word I heard from anyone at Cardinal. No confirmatory rejection. No subordination letter fee reimbursement, and many misrepresentations and evasions. 

When we came to the conclusion that XXXX XXXX simply vanished and abandoned us, we turned to another mortage lender who, in a matter of days, had everything under control and approved. 

Think about it ... we applied in XXXX, the last word from Cardinal was in XXXX, and we were left hanging in the wind by XXXX XXXX and staff despite my repeated requests in XXXX for a proper response ( which we will reject at this point since it would constitute a bunch of alibis ). 

My wife and I feel absolutely abused by Cardinal. Cardinal understood from the commencement of our application that I was semi-retired, and that a refinancing would require more diligence. However, there is simply no justification for how we were mishandled by XXXX XXXX and his staff.

Company response to consumer: Closed with explanation