Consumer complaint received 2025-03-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: CA

Complaint narrative:
Since XXXX I set up autopay on my XXXX  account to pay my mortgage {$2400.00} to Cardinal Financial on XXXX each month without any problem. On XX/XX/XXXX, I found my mortgage paid to Cardinal Financial on XX/XX/XXXX was returned ; I called them immediately, I was told their service was changed, actually my loan number was changed. I did 2 actions with them on the phone, first, per their lady asked I provide my XXXX  XXXX XXXX Account #, but I told her I dont know my routing #, she said she can find it herself to process the ACH payment ; received Transaction Notice of 1st ACH, see attached email from Cardinal ; second, I changed my autopay with the new loan #. See attached email from XXXX. The XXXX autopay will be processed on XX/XX/XXXX. 
On XX/XX/XXXX I found that there was no payment to Cardinal from my XXXX  account, I called them and told them my concern, they said the XXXX ACH didnt process, I told them, they may put a wrong ABA #. So we did 2nd ACH, and received the Transaction Notice of XXXX  ACH, see attached email from Cardinal ; On XX/XX/XXXX, I received an email saying my payment for this current month has not yet to be paid. And I checked my bank account, on XX/XX/XXXX XXXX {$2400.00} was paid, one was returned. 
On XX/XX/XXXX received the email notification regarding the third ACH payment which was processed by Cardinal without contacting me, and received the XXXX Notice of XXXX ACH, see attached email from Cardinal. 
On XX/XX/XXXX I found that they put wrong ABA # again for the XXXX ACH payment, I called them and told them the error, a lady told me the ACH was still in processing, and I dont have any payment due, I asked her 3 times to let her confirm that I dont have any payment due at the moment. 
On XX/XX/XXXX, I received a payment return email. I called them, and at that time I didnt know which payment was returned and why, so I told the lady Ill mail a money order {$2500.00} to them instead of paying through bank. I mailed a XXXX certified mail with {$2500.00} money order to them. The payment issue was finally solved. 
But I found on XX/XX/XXXX, they filled out a report to credit bureau which dropped my wife, and my credit score a lot. I have called several times to request them to withdraw the report, they refused.

1. They just changed customers loan numbers and po box , which made the customers very confused and inconvenient.

2. They didnt properly notify me of this change.

a. They didnt send a certified mail to me ; I didnt receive a notified letter.

b. They didnt send an email to notify me about the change.

c. They may have called me, but the call looks like a fraud call to ask my home address, last social number, etc. I can not verify the call from the Cardinal 3. Cardinal financial didnt change the company name, they have no reason to return my payment to the same company but loan # has a relationship with the new one. 
4. When I first called them on XX/XX/XXXX, their lady put a wrong ABA # for my first ACH payment which caused the payment failure. 
5. On XX/XX/XXXX, even though they already processed successfully for my second tine ACH payment on XX/XX/XXXX, they still used the wrong ABA # to process the XXXX ACH payment and failed again. 
6. On XX/XX/XXXX, when I called them and tell them they used the wrong ABA # again, they didnt take any action to fix it. 
7. Within recent years, the balance of my XXXX  bank account never lower than {$100000.00}, I have no reason to pay late for my mortgages. 
To sum up, Cardinal Financial and their customer service are extremely irresponsible. The repeated payment failures were entirely caused by their carelessness and irresponsibility. They should bear all the responsibilities.

Company response to consumer: Closed with explanation