Consumer complaint received 2021-06-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: NV

Complaint narrative:
I refinanced my home. I received a check from Cardinal financial company for the remaining balance after our loan was paid in full. The check was in the amount of {$850.00} and was dated XX/XX/21. I tried to deposit the check from Cardinal financial company on XX/XX/21 through online deposit. On XX/XX/21, I checked my bank account to confirm the deposit and discovered that the check bounced and a {$25.00} returned deposit fee was issued to me. I called XXXX XXXX on XX/XX/21 and was told it would take about 10 business days to figure out what the issue was. I called back on XX/XX/21 to ask for an update. The person on the phone told me the check was canceled and nothing else was being done. So on this date, XX/XX/21, I was told the process would begin to get another check sent out to me. The person on the phone told me it would take about 15 days to get it figured out. When I called on XX/XX/21 I was told that there were no updates, that it was still in process and that it was going to take another 30 days due to them being so busy. This was the first time I was speaking to a manager/supervisor. I asked if there was any way of expediting this and was told they didn't do that and that I had to be patient. When I called on XX/XX/21 and talked to a manager/supervisor, I was told that this process actually takes up to 60 days and there is, in fact, a way to expedite it. I also let them know that if this wasn't resolved that I would contact a lawyer to help me with the process. I was told to call back in a couple of days to get an update. I called on XX/XX/21 and spoke with a manager/supervisor and they told me it was going to take more time. They still weren't able to check. I called on the XX/XX/21 to get an update and they told me that it was still in process, that it was busy and issues were taking longer than expected. The next day I found out, through my lender, that legally ( XXXX XXXX it should have been taken care of within 20 days at most and that I was able to make a complaint with the Consumer Financial protection Bureau. I called Cardinal Financial and told them that I was going to file a complaint. They assigned XXXX XXXX from the Research department to deal with my issue. I received an email from him on XX/XX/21 stating that I would be contacted by XX/XX/21 with an update. On XX/XX/21, I emailed him follow up proof to help speed up the process. I did not receive a call from him or from anyone in the company on XX/XX/21, even though the email said I would. I called Cardinal financial again on XX/XX/21 and I was told again that this is a long process and that I had to be patient. I requested a phone call with an update on XX/XX/21 or XX/XX/21. I informed them that I intended to contact CFPB and a lawyer if I did not receive communication from Cardinal Financial. I have yet to hear back from them. I received a letter from my bank stating that the original XX/XX/21 check that I attempted to deposit was not able to be deposited because the image taken wasn't valid. To recap my XX/XX/21 call, I was informed that the only thing accomplished on my first call ( XX/XX/21 ) was that the check was canceled. Cardinal Financial tried to say after that, that the check was deposited into a XXXX XXXX XXXX account. I never attempted to deposit it into a XXXX XXXX XXXX account. I also am providing proof that no such deposit has ever been issued in my XXXX XXXX XXXX account. I asked Cardinal Financial to confirm if the account they are saying the check was deposited into is truly mine or not. They can't confirm. So I am filing this complaint today, XX/XX/21, because I am being run around and not getting any information from anyone. I would like to be able to get my money as soon as possible. I would also like to note that I still have the physical check in my possession.

Company response to consumer: Closed with explanation