Consumer complaint received 2019-10-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: UT

Complaint narrative:
On XX/XX/XXXX - I tried to call my servicer : Cardinal Financial to tell  them that i was having a LOMA completed and that I would like my Escrow Frozen, as I will have the LOMA, prior to my Flood Insurance being due. They only work until XXXX Eastern, I love in Utah, so that does not work for me to actually be able to speak to someone. So I emailed them with this request. I also requested that someone call me immediately. I received a response that it could take a couple of days to get back to me. 

I trusted the process and waited. I woke up on XX/XX/XXXX, more than 2 days from my email, that they had processed my flood insurance payment. My flood insurance is not due until XX/XX/XXXX. I then had to take time out of my work day to call Cardinal, as they only work on Eastern time. I requested that they put a stop payment, they replied with that they could not do that and that there was really nothing they could do at all.

I replied, with that there has to be someone to be able to speak to, to go higher than this, as that was not an acceptable answer. I do not want to be out another year of Flood Insurance, when I am not in a  flood zone. The only contact information they would give me is an email or fax number. I emailed on XX/XX/XXXX, with the below email and still have not heard anything back. I feel extremely discriminated against. I work for a XXXX company and I would never treat a customer, as I have been treated. 

Below is email i sent : XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 10 days ago ) to custserve Good afternoon. From what I have gathered from conversations with your staff, it seems this email is the only way I can get my concerns addressed. I have worked for my XXXX company for over 20 years and never in those 20 years would I ever treat or state I am unable to help someone, as I have been treated. 

I currently have flood insurance. I have completed an elevation certificate and have submitted to FEMA for a LOMA. The LOMA should be back by the middle of next week. I had specifically emailed, as I tried to call, when I am off of work, as I live in Utah, however your staff only works until XXXX Eastern, which makes it physically impossible for me to get a live person. I emailed and stated to not disburse the flood and that a LOMA would be coming and to call me asap. The automated system stated it can take a couple of days to get back to me, so i waited. I never received any call. The next thing I know I am getting a text that you disbursed the one item I stated not to. And yet, still no call. I had to call you. To which I was told there was nothing they could do and there was no even trying to see what one could do. 

On top of that, no one could give me a reason as to why I never received a call, I was told the only way I could get an answer was this email address. I can't even speak to a live person? I have never been treated like this nor have a company have so little care to help out a borrower. 

I then requested that once I do get the LOMA, may I get an email quickly, stating that I do not need flood insurance, so I can try to submit to my insurance company before XX/XX/XXXX, to try to get my funds back, that you sent, that I specifically stated to not send or to reach out to me prior to sending. I was told it can take 21 days, it's only by mail correspondence and maybe they could try to get sooner. Again, no care that no one followed up with me, that no one listened to my request or called and explained why they could not honor the request, and then offer to see what you could do ... .nothing. I am thoroughly disappointed by the lack of reaction and willingness to help and will be considering bringing this to the CFPB 's attention, as I do not feel I have been treated fairly during this process. 

I would like someone to get back to me. XXXX

Company response to consumer: Closed with explanation