Consumer complaint received 2025-07-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: FL

Complaint narrative:
On XX/XX/year>, I contacted XXXX XXXX from Cardinal Financial Company to explore mortgage options. She recommended the XXXX XXXX XXXX grant, stressing urgency due to limited remaining funds ( $ XXXX ). I promptly submitted the required documentation between XX/XX/XXXX. A pre-qualification letter was issued on XX/XX/XXXX, and a pre-approval followed on XX/XX/XXXX ( valid for 60 days ). I made an offer on a property on XX/XX/XXXX. 
By XX/XX/XXXX, I reiterated that grant applications be initiated for the property at XXXX XXXX XXXX XXXX, XXXX XXXX. I continued to follow up on the XXXX XXXX XXXX grant. On XX/XX/XXXX, I reiterated that this grant was essential to the transaction. On XX/XX/XXXX, I provided additional employment documentation to meet the grant requirements. On XX/XX/XXXX, XXXX confirmed via email and phone that I was approved for the XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I received a Loan Estimate reflecting the grant and paid {$10000.00} into escrow. 
With closing scheduled for XX/XX/XXXX, I paid a {$520.00} appraisal fee. The appraisal came back on XX/XX/XXXX with no issues. On XX/XX/XXXX, XXXX introduced a second 5 % down payment assistance option, but since the XXXX XXXX XXXX grant was supposedly secured, there was no need to pursue alternatives. 
Despite receiving another conditional approval and pre-qualification letter on XX/XX/XXXX, no meaningful progress was made. On XX/XX/XXXX, my realtor submitted a formal complaint due to the companys inaction and lack of urgency. Suddenly, with only eight days remaining before closing, I was bombarded with excessive document requests. On XX/XX/XXXX, my realtor escalated the issue to XXXX supervisor, who then became involved. 
On XXXX XXXX six days before closingI was told I had to attend a XXXX XXXX XXXX Educational Program and produce a certificate that takes 10 days to arrive. This requirement had never been communicated before. I had to pay {$50.00} to expedite the certificate and take time off work to complete the last-minute course. 
On XX/XX/XXXX, I received a second appraisal and additional document demands. On XXXX XXXX scheduled closing dateI received a denial letter at XXXXXXXX XXXX 
Due to Cardinal Financials persistent delays and failure to deliver a timely loan decision, I was forced to seek financing elsewhere. I approached XXXX XXXX XXXX, who closed efficiently in two weeks without any documentation issues. Because this was an expedited transaction, I incurred {$9300.00} in feesan unnecessary cost. Had I not moved quickly, I would have lost my {$10000.00} escrow deposit. 
Furthermore, because of the delayed timeline, I lost the opportunity to reapply for the XXXX XXXX XXXX grant or seek any other first-time homebuyer assistance. This financial benefit is permanently lost. Cardinal Financial failed to deliver on its obligations, demonstrating a troubling lack of accountability, urgency, and professional responsibility. Their actions reflect systemic negligence and a complete disregard for contractual obligations and client risk. This experience represents a clear breach of trust and duty of care. 
I am seeking reimbursement for losses incurred ( {$35000.00} ), but the company is ignoring all of my correspondence.

Company response to consumer: Closed with explanation