Complaints

This profile includes complaints for Cardinal Financial Company, Limited Partnership's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cardinal Financial Company, Limited Partnership

  3530 Toringdon Way Ste 200 Charlotte, NC 28277-3436

  
• 

  Cardinal Financial

  3208 W. 23rd Street, Suite 2 Panama City, FL 32405

• 

  Cardinal Financial Company LP

  Rockville, MD 20850

• 

  Cardinal Financial Company

  5055 W Park Blvd Ste 300 Plano, TX 75093

• 

  Cardinal Financial

  300 E Main Street Suite 152 Johnson City, TN 37601

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a mortgage with Cardinal Financial that is managed by the ***********, ** office. We moved from the residence in October 2023 but still own our home. I was able to update our homeowners policy with Cardinal via email and all went well. However, I have been unable to get the company to change our mailing address to our new address. I have followed their instructions and submitted the appropriate paperwork in writing to make the change at least 5 times over the past 4 months. Approximately every 2 weeks I receive the same letter (at my new/current address) indicating it is critical that I follow the steps again to update my address. There is either a completely incompetent process in the *************************** or someone is intentionally harassing us. I would like for this to be corrected so that I will stop receiving these letters. I would like for Cardinal to confirm that they have my correct address on file. I will be moving in the future/prior to the mortgage being paid off and do not want to have to go through this process more than once.

  

  Business Response

  Date: 02/22/2024

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 31368705.

  Best regards,

• Initial Complaint

  Date:02/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HI, i have a complaint against Cardinal Financial Company, i don't believe i was treated fairly and I'm sure there are laws, bills, codes like Title ****************************** On March of 2023, my home mortgage went in default, my father passed away and i had to apply for the hardship program. On May 10, 2023, the loss mitigation department received my application package back, and i was notified by phone, by a Cardinal financial representative that: "This wont hurt your credit, as long as you are in ************************** you don't have to make mortgage payments until a decision has been reached, it wont be reported to your credit report, it's like we freeze your account until then". I said ok and went on about my life. The next letter i received from them was on August 18, 2023 explaining that "i did not respond to them within 14 days and i no longer qualified for any other option but one" which was the partial claim. Cardinal and i both have these communication records but they failed to send me a notice, letter within that time frame giving me those other options. On August 28, ********************************************************************* that my credit would not be affected after the date i went into review with the loss mitigation department. Received a letter saying my payments would resume on October 01, 2023, but in September they sold my loan to another company, then they reported to my credit report as "Missed May, June, July, and August and in September they closed my account with all of those missed payments" I've tried to resolve it with them but they keep saying they no longer have access to my account, its no longer theirs. Im sure there's an Act, Code, somewhere that can resolve this issue with either correcting it or deleting the account completely from my credit report if not accurate. I would very much appreciate if you could help me in any way, this is hurting my ability to obtain credit and financially help my family. Thank you

  

  Business Response

  Date: 02/20/2024

  Please see attached response from the business. 

  Customer Answer

  Date: 02/24/2024

   
  I am rejecting this response because: the issue was not resolved. When I entered the loan mitigation process with cardinal financial I was only 30 days past due on my account, during this process they sold my account to another ********************************************* and left me with a 120+ missed/late payment account. I request that it either be deleted from all 3 credit reports, or make corrections to it to only 30 days late and 120+. All of our conversations were recorded, they should have a confirmation that it would not have affected my credit. I cant even get a $500.00 credit card, besides the 580 credit score, lenders see me as extreme high risk because of what cardinal financial did to my credit report. ************* a new HVAC system, no company will work with me because of those 120+ late payment, Cardinal financial should give me a loan to get that HVAC system at a decent rate since theyre the reason why I cant get a loan anywhere else. Thank you!
  
  

  

  Business Response

  Date: 02/29/2024

  Please see attached business responses.

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cardinal is a terrible company almost my insurance was canceled because Cardinal does not make the payments. I explained I have another mortgage and I would like to change just the day to make the payments. It is a answer I got I do see that you are enrolled into auto payments on the first of every month. At this time, you can set up automatic payments with up to 5 delay days following the payment due date. As such, the latest draft date available is the 6th of each month, or the next business day if this draft date falls on a weekend or holiday. This is a system limitation and we are not able to modify it at this time. I am sorry for any inconvenience or confusion this may cause.I do apologize, but I am not able to change the due date of your monthly payment. Per your signed Note, payments are due on the first of the month with a 15-day grace ****** following the payment due date. If an outstanding monthly payment is not received by the end of business hours on the 16th of the month, or the following business day if the 16th is on a weekend or holiday, a late charge will be assessed.You may submit a written dispute to our ******************* at one of the following:Mail Stop ************************************************************************************************** Fax Number: ************** Email: **************************************************** Please include your loan number on your inquiry, and enclose all relevant supporting documentation available to you. This information will disappear when this chat has ended. As such, you may wish to copy anything you would like to reference in the future.

  

  Business Response

  Date: 02/14/2024

  Hello,

  Please find attached Cardinal Financial's response to BBB Case number 21225574.

  Best regards,

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have attempted to settle this matter with the internal research department but have received no response. **** # ********** We bought a home through cardinal on 08/31/23 and were told our first payment was due 10/01/23. In September we received a letter dated 09/19/23 informing us of a loan transfer and telling us to make all future payments to the new servicer, ********** We recognize there was a typo with the year (****) but otherwise accepted the document as fact. On 10/02/23 at 9:14am we called Cardinal, after speaking to ********** because ********* told us we could not pay them. Cardinal told us at this time we had a zero balance and did not owe any money. Even though Cardinal is now denying it being apart of our file. As a result, no payment was made for the month of October as neither loan servicer agreed to accept payment. Since then we have received inaccurate bills from Cardinal and loss mitigation correspondence. We have paid our mortgage to **** care on 11/01/23 and are in good standing with them. I spoke to a ********* #WCK in the collections department and tried to come up with a solution for this problem, that Cardinal caused, but she refused to accept any payments beyond a payment in full. Cardinal failed to collect the Oct 1st payment when it was offered to you and has since failed to send accurate documentation reflecting our balance. Cardinal misrepresented our loan transfer date and now ******* stated she sees no record of the original letter dated 09/19/23. Cardinal has threatened to make a delinquent report to our credit bureau which we intend on disputing. We are willing to make payments towards the October payment, but cant pay it in full. We are also willing to have this amount added to the back of our current loan. However we feel because Cardinal has made such grievance errors in dealing with our account the debt should be waived and any delinquent reports made should be rescinded.

  

  Business Response

  Date: 01/02/2024

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 21034924.

  Best regards,

  Customer Answer

  Date: 02/21/2024

   
  I am rejecting this response because:

   

  We bought a house with Cardinal in September 2023. Soon after, they transferred our loan to ********** On Oct. 1st, 2023, we attempted to make our first payment to Cardinal, and they refused to accept it. Our Loan was transferred and we began making payments to our new servicer. Cardinal then began contacting us through their collections department. I filed a BBB complaint at that time. I was finally informed the representative we spoke to on Oct. 1st mistakenly told us a payment was not due because we apparently had two loans, and only 1 had a payment due. We were never told about the two loans until after the BBB complaint. However throughout the process, the representative from Cardinal named ***** who was supposed to be helping us stopped returning my calls and never gave me a resolution to the issue. Throughout this whole time Cardinal refused to accept payments towards the reported debt. Now, on Feb 1st 2024 Cardinal has made a delinquent credit report for this debt. Again, we called today to pay this debt and Cardinal again has refused to accept payment. It was stated our loan was officially transferred on Jan 30 2024 preventing them from accepting payment. Why did Cardinal report this debt to our credit and then refuse to accept this payment? Why did ***** refuse to resolve the last BBB complaint? I want the delinquent credit report retracted immediately.

   

  Correction to a credit report
  

  
  

  

  Business Response

  Date: 02/28/2024

  Hello,

  Please find Cardinal Financial's response to the BBB Rebuttal Case 21034924.

  Best regards,

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are trying to make principal curtailment payment on October 24th, and it was rejected by the bank with a vague reason " need to validate the name". Even though we have confirmed all the wiring details with the Cardinal before proceeding. we made several calls for inquiry and was told to wait for 20 business days in order for them to resolve the issue. On Nov 6th, we called again and was told that there should be result on Nov 17th, but then no one called to offer the result. Every time we tried to wire payment to them, they charged us a fee for the wiring process. They need to refund us the wiring fee given that it is their fault in this situation.

  

  Business Response

  Date: 12/01/2023

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 20900805.

  Thank you,

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our home mortgage (**********) was being serviced by Cardinal Financial, prior to it being sold to another lender in August 2023. During this time my husband, a 100% total and permanent disabled Veteran, lost his job due to Covid and we had to go into forbearance in February 2023. While in loss mitigation, Cardinal reported a negative hit to our credit 4 times, despite the fact that this is federally protected during the forbearance period. This was particularly frustrating because we were in the process of trying to come out of forbearance and exploring other options when our credit scores were so low, was near impossible. Each time we would call Cardinal to ask for this to be resolved it would take weeks. Even though this was the fault of Cardinal, our case was never escalated or expedited and every time we would call we would be told that we would simply have to wait. We did not know our loan was being sold to another lender until it was already with the new company and now we are having to start the loss mitigation **************** again. But once again, Cardinal's ******************* reported a negative hit to our credit right as the loan was sold and to this day has not removed this from our credit report. I just spoke to someone at Cardinal for the third time and begged to be transferred to a supervisor in the ******************* or have my issue escalated and was told, again, that there was nothing they could do and I would have to wait.

  

  Business Response

  Date: 10/13/2023

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 20685226.

  Thank you,

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our home was lost in a fire 8/1/23 We received a total lost insurance claim check in the amount of 192k When we tried to cash the check it was rejected because CF needed to endorse the check as well.We paid $68 to have the check sent overnight to the company they received the check between 8/24/23 - 8/28/23 ( doc. 1 proving they had the funds and allocated it)(They record phone calls)Against my wishes they applied the funds into escrow. ( trying to force us into rebuilding ) The initial pay off statement was good until 8/28/23 When we spoke with them again on 9/7/23 (Not knowing what had transpired because that was not the discussion that was had)They informed us of what they did and that we needed to send a written letter stating what we initially wanted done ( payoff mortgage) they then said it would take **** business days 10/2/23 we have yet to receive the remaining balance of the insurance claim and the mortgage has not been paid off When we call and spoke with several different departments in a span of 3 hours The representative would only state I can not advise We are being forced to pay an additional mortgage for the month of September plus interest fee daily estimating total of $1366 On top of emotional distress of not being able to move forward with our lives The original payoff statement was from 8/14/23 when we first initiated the payoff the company told us we need to request this form to pay off the mortgage We want to settle for the original payoff amount $158, ****** And not be forced to pay for September ( because it should have been paid off )And to be sure the September payment dont affect my credit

  

  Business Response

  Date: 10/16/2023

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 20684873.

  Thank you,

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past, 2-3 months I have requested for my billing statement to be sent to my personal home address. Ive received copy of the August statement dated August 1, 2023 (due on September 1, 2023) on September 30th. I dont have access to my email address so Im forced to use the companys pay by phone service. This service costs $ **** per use.Im requesting my billing statements to mailed to via the postal service.

  

  Business Response

  Date: 10/11/2023

  Hello,

  Please find attached Cardinal Financial's response to BBB Case number 20682012.

  Thank you,

  Cardinal Financial Consumer Advocacy Team
  Cardinal Financial Company, Limited Partnership | NMLS 66247
  ********************************************************************************-7204
  *******************************************

   

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I changed *************** policies, but Cardinal sent my premium of $1471.00 to my old insurer, Progressive. Progressive sent the $1471 back to Cardinal over a month ago, but the funds have not been put back into my escrow account. ******************** acknowledges receiving the check but keeps making excuses why the funds are not being returned to me. This has been going on for over a month.

  

  Business Response

  Date: 10/11/2023

  Hello,

  Please find Cardinal Financial's response to BBB case number 20673446.

  Thank you,

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a forbearance with Cardinal Mortgage and was advised it was approved from February -April. I came back and asked to extend the forbearance and was advised it was extended until Sept 1st. The calls are recorded and the Loss *************** stated payment would resume on September 1st. Today, Cardinal reported my account as more than 90 days delinquent. This is wrong because I was in an approved deferment from March 1st - September 1st. The calls are recorded. None of the time the loan was in forbearance were the payments reported delinquent but all of sudden today, September 7th, 2023 they reported me as late dropping my score by over 90 days. I have perfect payment history. I called Cardinal And they just keep transferring me to inept agents who Do not know their job. I asked how to request FOIA to obtain all my record from them and the agent didnt know what I was talking about. I will be filing a BBB complaint as well. The loss mitigation **** at this company is terrible. The agents are ignorant and do not know how to properly service consumers. I will be getting legal aid to *** unless this Matter is resolved in a timely fashion. Also I am requesting all of mortgage documents and phone recordings from Loss Mitigation, the Collecyion and *****************************

  

  Business Response

  Date: 09/14/2023

  Please see attached business response.

  Customer Answer

  Date: 09/14/2023

   
  I am rejecting this response because:
  This is basically a stall tactic. I want this case to stay open until it is resolved with an explanation of why Cardinal Financials Loss Mitigation ruined my credit.