Consumer complaint received 2022-10-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: FL

Complaint narrative:
( Original complaint XXXX closed due to sys glitch, spoke with XXXX @ CFPB, XXXX EST who advised to re-open** ) I requested mortgage deferment/forbearance for my mortgage account due to being laid off due to COVID. Per CFPB guidelines, there is not currently a deadline for requesting an initial COVID hardship forbearance. Multiple attempts for additional information continues to be requested from me to substantiate needing forbearance, even though, per CFPB guidelines, Forbearance must be granted if requested and the borrower attests to a COVID related hardship ( see attached CFPB guidelines ) The mortgage forbearance was approved as of XX/XX/XXXX with mortgage payments for XXXX, XXXX, and XXXX of XXXX put on hold until I can gainfully obtain employment again. Since placing my loan in forbearance, I have had many issues Im hoping to understand. I received a Delinquent Notice for XXXX payment, dated XX/XX/XXXX ( attached ), even though my account should be placed in an approved forbearance status. Upon reviewing the notice, I noticed late fees/penalties are being tacked on to my monthly payment due showing on the delinquent notice. This generated a call to Cardinal on XX/XX/XXXX as per CFPB guidelines state, No additional interest, fees, or penalties can be charged beyond the amounts scheduled or calculated as if the borrower made all contractual payments on time and in full under the terms of the mortgage contract.. I spoke with XXXX who indicated the approved forbearance plan was not noted on my account and was transferred to loss mitigations where I spoke with XXXX at XXXX, EST. XXXX also agreed the forbearance wasnt placed on my account but that she would update the information to reflect this. When I inquired about why late fees are showing on my account for XXXX and XXXX, she stated they were allowed to charge late fees/penalties even for payments under an approved forbearance plan. When I told her this was not allowed under the Cares Act, she stated that she would waive XXXX late fee but would not remove XXXX late fee or XXXX late fee, even though all of these payments are approved as forbearance payments. She also mentioned that delinquency notices would continue since Im not making my monthly payment, even though my account is approved under forbearance. I have also included my XXXX mortgage statement which now reflects {$120.00} in late fees/fines. I have had to call at least 3-5 times a month to get this straightened out and get nowhere with any of the representatives who have taken my calls. I am beyond disgusted with the way this company handles business and need help understanding why Cardinal/Dovenmuehle doesnt have to follow federal guidelines under the CARES ACT for XXXX XXXX & XXXX XXXX XXXX XXXX XXXX Attached I have included : Approved Forbearance Agreement dated XX/XX/XXXX The delinquency notice dated XX/XX/XXXX, CFPB guidelines on the deadline for XXXX XXXX Mortgage Statement dated XX/XX/XXXX.

Company response to consumer: Closed with explanation