Consumer complaint received 2022-12-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: GA

Complaint narrative:
Consumer Financial Protection Bureau ( CFPB ) - Cardinal Financial complaint : In XXXX of XXXX, XXXX was laid off due to COVID. 

We contacted our mortgage company Cardinal Financial to see what sort of COVID relief programs they offered. 

I filed for forbearance on their website, and they informed us over the phone that we were accepted for forbearance, and didn't need to do anything else. They told us after forbearance, the owed amount would be moved to the end of the loan, and we could resume payment as normal. 

As we struggled financially, Cardinal kindly continued our forbearance period. We would update them periodically to let them know our current financial situation. 

In XXXX of XXXX, we contacted Cardinal to update them and get an update on our status. We were told our forbearance was still active, but we would need to resume payment as soon as we could. 

In very late XXXX of XXXX, we contacted Cardinal financial so we could resume payment. We were told we owed {$18000.00} ( I'm not sure of the exact dollar amount ), and we would need to pay that first in order to resume normal payments. We told them we thought that balance was supposed to be moved to the end of the loan, and we would pick up with normal payments. They told us we could easily do that, all we needed to do was fill out the loss mitigation paperwork. I asked them to email me the paperwork, which I received on XX/XX/XXXX of XXXX. 

We were out of town visiting my XXXX XXXX XXXX grandmother, and began working on the paperwork when we got home. I filled it out to the best of my ability, but did not fill out the third party authorization form as I did not want them to discuss this with anyone else. I am a XXXX XXXX XXXX XXXX, so I did not fill out the form for my personal employment information. I contacted them to let them know I would be submitting the paperwork on Friday, XX/XX/XXXX of XXXX. I wanted to know the quickest way to send it to them, and they told me the email address to send it. They told me I would receive a reply email within 5 business days letting me know it was received. 

After 5 business days, I did not receive an email nor a phone call. I called to find out the status and ask if I could make a payment right then over the phone. They told me I was not authorized to speak on the account since I was a non-borrower. I was confused and frustrated, as I had already been added as an authorized person on the account. Every time we called, XXXX  had to give authorization over the phone. We were finally told if he sent an email, I would then be added to the account. However when I called to find out about the loss mitigation status, they told me I was authorized in the other department, but not the loss mitigation department. I asked what I needed to do, and they told me the third party authorization form would suffice. I told them I would fill it out right away and email it to the same email. I decided to fill out the employment form as well just in case. 

After sending in the email and not receiving a reply receipt, I called once again. I was then told the pay stubs we submitted had expired, and we needed to send in the latest 3 months. I told XXXX  and he emailed them to me. I sent another email with the updated pay stubs. I called again 2 days later, and was told the paperwork was not complete. I filled out the entire packet again, and emailed it to them. Again, I never received a reply email so I called. They told me a form was improperly signed and it would need to be resubmitted. I emailed the form again and called again since I did not receive a reply. 

At this point they said the pay stubs were expired, and I did not sign and date a form correctly. I once again completed the entire packet and emailed it again. Again I never received a receipt reply. I called them again asking to make a payment. Never talking to the same person, I asked for an update and told them I really want to resume payment so we wouldn't have to worry about this anymore. I asked if there was a date I needed to be concerned about several times, and they always said no. 

On XX/XX/XXXX of XXXX ( which was a Friday ) I again called to make a payment. They told me I couldn't because the paperwork didn't appear to be complete and had not been processed. I said I would call again on Monday, and they told me they would be closed for the holiday and I could call Tuesday. I again asked if there was a date I needed to know about because I was very stressed about the whole situation. They told me no, but I could call THEIR foreclosure attorney. I asked why, stating that I would want to talk to my own council first. I asked again if there was a date, and they said no, but they may not be able to get through the paperwork in time. I got really freaked out and asked what that meant, and they told me they didn't know. 

On Tuesday, XX/XX/XXXX, I called to see if I could make a payment. I was placed on hold for over an hour, and then got hung up on. Before I could call back, a man and woman rang our doorbell and told us they just bought our house through an auction. We thought it was a scam and kindly asked them to leave. 

I immediately got back on the phone and called Cardinal. I told them I originally called to make a payment, was placed on hold, and hung up on. My more urgent question at that moment was why there was a man and woman at my door claiming they bought my house in an auction! The Cardinal employee told me that was not right, and transferred me to another department. I asked the same question, and was then told our house was sold in auction that morning because we never made a payment. I was furious and hysterical telling them how much I called and tried to PAY THEM! Once again I was referred to their foreclosure attorney. I got on the phone and started calling my own attorney. That's when I was connected with XXXX XXXX who took over our case.

Company response to consumer: Closed with explanation