Consumer complaint received 2024-01-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: MN

Complaint narrative:
I contacted the company 's Loss Mitigation department on XXXX XXXX, XXXX, to try and make some payments towards my outstanding balance and try to get assistance with paying off the remaining outstanding balance. I was told, since I was in active foreclosure, I was not able to make any payments. The agent offered to put me in for standard deferral, which I accepted. I was told it would take up to 30 days to process, and was told I would be contacted with a decision. No further information was presented. 

In early XXXX, XXXX, over 30 days later ( including a grace period I allowed for the XXXX holiday ), I had not heard anything back from the company. I called several times in early XXXX, and was told that there were no updates on the account, and that my request would be escalated, and I would receive a response within 24-48 hours, which, as of the date of this complaint, I have not received. The third time that I called in early XXXX, I was told that, since I was in active foreclosure, I was supposed to have filled out an application packet for the deferral program, which I was never provided nor told about until this point. I was further told that, since I had gone further behind in payments while I was waiting for a decision to be made on the deferral program ( which wasn't actually occurring ), that I no longer qualified for the deferral program. The agent finally provided me with an application packet via email, which I completed and returned about a week later. 

On XXXX XXXX, XXXX, I called the Loss Mitigation department to confirm that my application packet was received, and to file a complaint with regards to their negligence and misinformation. During the course of this call, I was told that an application packet was not actually required for the deferral program, further adding to their misinformation. I was escalated to actually speak with a supervisor, and as I was describing my issue to them, they seemed to finally realize that they had made mistakes. I was assured by the supervisor that a complaint would be filed, which would involve 'upper management ' pulling the calls that I had made and reviewing them. I was further assured that, once again, I would receive a response within 24-48 hours. 

Today, XXXX XXXX, XXXX, I contacted the Loss Mitigation department yet again, as, nearly three weeks later, I have still not received a response on the complaint that I had filed. I was escalated to speak directly with a supervisor, who, after reviewing the file, determined that a complaint/report was never filed on XX/XX/XXXX. I had to go through the whole process all over again, explaining my situation yet again. The supervisor assured me that, this time, honest, a complaint would be filed, and I would receive a response by end of day XXXX XXXX. I requested that an email confirmation of the complaint be emailed to me, and my email address was confirmed. Three hours after the call, I have not received a confirmation email. 

Dealing with Cardinal Financial 's Loss Mitigation has been an absolute nightmare. Misinformation, falsehoods, lack of documentation, lack of knowledge, and ignorance, wither willful or not, have all combined to make an already stressful time a disaster.

Company response to consumer: Closed with explanation