Consumer complaint received 2023-09-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP
State: SD

Complaint narrative:
Our mortgage was with Cardinal Financial Company ( CFC ) and we closed on our loan on XX/XX/XXXX because we sold our house in XXXX. On XX/XX/XXXX, we contacted CFC because we had not received our escrow refund check in the amount of {$2100.00}. That same day, we submitted a signed copy of a mailing address change form, that was provided by CFC, to have our mailing address changed to our house in XXXX XXXX I called on XX/XX/XXXX to verify they received the form and they verified it was received. I called again on XX/XX/XXXX and verified that the address change had been updated in their system. I spoke with XXXX and she in fact verified it had been updated. 

On XX/XX/XXXX, I called CFC and spoke with XXXX and she said that it would take XXXX days to issue the escrow refund. I called again on XX/XX/XXXX and was told the check had not been issued and that it would take 30-60 days to reissue the check. I called again on XX/XX/XXXX and spoke to a supervisor named XXXX, who told me that CFC had changed our mailing address in XXXX to a mailing address in XXXX. XXXX then found the mailing address change form that we submitted in XXXX and saw that our address was in XXXX XXXX He could not verify why CFC had a XXXX  address for us. XXXX confirmed that our escrow refund check was sent to XXXX  so he had to put a stop payment on that check and reissue a new check. XXXX said it would take 3 weeks to get our new check. He said he would call me back but he did not call back to confirm a check had been sent to our current address in XXXX XXXX 

On XX/XX/XXXX, I called CFC again and spoke to supervisor XXXX because I never heard back from XXXX. XXXX could not find that a new check had been issued. XXXX said she was going to get the check reissued and send it to us via 2-day mail, such as XXXX. On XX/XX/XXXX, I called CFC again and spoke with supervisor XXXX. XXXX confirmed that the check had been in fact reissued and that we should receive the check within a week ( or by XX/XX/XXXX ). 

On XX/XX/XXXX, I called CFC again and spoke with supervisor XXXX. XXXX could not see that a check was ever issued to us. XXXX said she would reissue our escrow refund check and it would be mailed via 2-day mail, such as XXXX. XXXX sent me an email to make sure that I received her email and to verify our mailing address in XXXX XXXX XXXX verbally confirmed that she got our mailing address in XXXX XXXX We were on the phone while exchanging emails to make sure everything was correct moving forward. XXXX told me she was going to follow up with me via email on the check once it was issued. I never received a follow up email, nor did I receive our escrow refund check. On XX/XX/XXXX, XXXX, and XXXX, I followed up with XXXX via email to see if our check had been issued, but she did not respond any of those emails. 

On XX/XX/XXXX, I began to receive secure emails from the CFC customer service research department. I supplied our loan number and mailing address to the secure email on XX/XX/XXXX and also included the property address where we closed on our loan. On XX/XX/XXXX and XXXX I emailed CFC again asking for an update, but I received no response. 

On XX/XX/XXXX, the research department emailed me and said they received my emails on the XX/XX/XXXX, XXXX, and XXXX. According to their records, CFC said that they mailed the escrow refund check on XX/XX/XXXX via XXXX 2-day air mail to the address in XXXX  where we closed on our loan. They admitted to their mistake again that they sent the check to our property address where we closed on our loan in XXXX  instead of our mailing address in XXXX XXXX. In the email ( see attached ), CFC wrote that if we did not receive the check to our mailing address in XXXX XXXX within 30 days, to please contact the customer service department at XXXX, or I could directly respond to that email. I responded that same day on XX/XX/XXXX, I tracked the check via the tracking number provided and it showed that the check had been delivered to the address in XXXX. I told them that they needed to take care of this immediately because they sent the check to the wrong address yet again. I did not receive a response. On XX/XX/XXXX, I emailed CFC again that we have yet to receive our escrow refund check to our correct mailing address in XXXX XXXX.

Every time I email CFC via their secure email, we receive a letter in the mail to our mailing address in XXXX XXXX that they had received our email. They have sent me at least six letters to our address in XXXX XXXX  This shows that they have our correct mailing address in XXXX XXXX, but for some reason they are to incompetent to send our escrow refund check to our mailing address in XXXX XXXX 

In the end, they have sent the escrow refund check to an address in Texas and XXXX. They have failed to send the check to our mailing address in XXXX XXXX even after we submitted a signed change of address form back in XX/XX/XXXX. 

The letters we receive are from Cardinal Financial Company, Mortgage Servicing, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, IL XXXX. This company is way past the legal time frame to provide our escrow refund check, which is our money. They are not taking any steps to correct their mistakes. This company should be fined and ultimately should not be in business due to their malpractice. We will no longer contact their customer service department except through our lawyer. This is a simple solution to fix and make right, however, CFC has shown time and again that they are an incompetent company that should not be in the financial business.

Company response to consumer: Closed with non-monetary relief