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 has 11 locations, listed below.

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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 Company, L.P.

  2525 W. Frye Rd. Ste 110 Chandler, AZ 85224

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:04/17/2023

  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.

  In 2022 i applied for assistance through ********* ************************** paying my mortgage with Cardinal Financial Company. I was then put in "Loss Mitigation" with CFC. In 2022 LHAF send a payment to Cardinal for my mortgage and it was applied appropriately. The beginning of this year (2023) LHAF approved additional payments towards my loan with Cardinal Financial. I have attached the schedule of payouts from them to Cardinal. To date, none of the payments have been applied to my mortgage account. Every time I call Cardinal I am transferred to Loss Mitigation and I am told that they have NOT received the payment. I then have reached back out to LHAF as well as the ********* ****************** to send the prove of payment to my mortgage company. About 3 weeks ago i contacted a Lady at the ******************-******************** *************) had *************** send Cardinal a copy of the *** payments that have been sent. I then proceeded to contact my mortgage company again and still no payments posted to my account. Each time I call and ask to speak to someone in the department that handles payments, I am told that they do not receive calls. The most recent proof of payment was sent by a **************** at the housing commission on ***** to my mortgage company for the 2nd time with proof of *** payments and dates.Still, as of today, 04.17.23 no payments have been applied to my account and a total amount of $7,580.94 has been sent to Cardinal. I am hoping that the BBB can assist with getting Cardinal to do better research as to where those payments are in their possession.

  

  Business Response

  Date: 04/28/2023

  
  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to ********************************************.

  Best regards,

  Consumer Advocacy
  P: ********** |   F: (704) 943-3742
  cardinalfinancial.com
  

• Initial Complaint

  Date:04/17/2023

  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 have submitted requested documents multiple times to the companys loss mitigation department, but have received no assistance. Each time I call requesting a status of my application, I speak with a different representative who again requests more information; oftentimes, duplicates of documents I have already sent. On multiple occasions, I have asked to speak with a supervisor or member of management and have been promised that someone would contact me within ***** hours; however, to date I have not received a return call as promised. I sincerely feel that this company is purposely not assisting me and willingly trying to allow my home go into foreclosure. I would like this company to be investigated for fraud as I believe that I may not be the only consumer they are doing the same to.

  

  Business Response

  Date: 04/25/2023

  Hello,

  Please find attached Cardinal Financial's response to BBB case number 19941327.

  Best regards,

  Cardinal Financial Consumer Advocacy Team
  Cardinal Financial Company, Limited Partnership | NMLS 66247
  ***********************************************************************************************
  Phone: ************ | cardinalfinancial.com
  *******************************************
  
  

   

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 believe mortgage companies are supposed to send your escrow overage within a month or so of closing on a home and it has been since 2/7/23 that we closed on our home in ******* and we have yet to receive our check despite receiving other junk mail and escrow statements from them. I called the company early this week and was told basically sorry about my luck but I'd need to submit a address change manually and then call back and tell them that somehow my check wasn't received and they'd look into it and send me a check. I have moved many times over the years and never once had this type of problem with a company and feel that they need to do their diligence in figuring out why I haven't received my check when their other non financial mail can get to me. They do not allow you to change your forwarding address online like other companies and as I said, I have bought and sold many houses and never had this issue with the escrow check making it to my new home so I think this is a stall tactic to hold on to money owed to us. Not everyone has a printer to scan their "required" change of address form to send back via secure mail or access to fax as they require to send said address change form back to them so i think their making it hard on their consumers to do this contributes to their intent to hold on to our money. I don't believe I am required to change my forwarding address with them to receive my escrow refund. I'd like to advise future consumers of this tactic and also receive my refund immediately. Had I known they played this type of game, I would never have used them for our mortgage.

  

  Business Response

  Date: 04/06/2023

  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to *********************************************

• Initial Complaint

  Date:03/09/2023

  Type:Product 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.

  In December of 2022 I was notified Cardinal Financial had made an insurance payment without my permission for almost 5500$ to Heritage. My prior payment was 3600$ for the previous year. I immediately found a new insurance, cancelled Heritage and obtained Citizens. They then also made a payment of about 2600$ to citizens. After a lot of back and forth Cardinal states it is their policy, unlike any other mortgage company I have ever heard of, to count this as a mid year change. They had my insurance broker send them documents and confirmed received so they updated my record to Citizens but also did a mortgage analysis and increased my mortgage payment based on the escrow shortage that was created by the double payment and said that once I received the check from Heritage. I am being forced to pay an almost double mortgage payment because of their policy. I keep being told its another departments fault, given wrong information, and accruing fees due to their negligence and incompetence. On 02/23 the Heritage refund cleared. I called to figure out how to fix things. I was told to make the $1200 payment online. I did. Then I was told I should've added the escrow to that payment and since I already submitted it I couldn't change it so wait for it to clear and then redo the process to address the escrow shortage as well as send my declarations page so they can correct something and do another analysis so my mortgage payment can be corrected. I noticed it didn't clear within a week and called back - no record of any payment and now it won't let me update to include the escrow amount. I call back and they say that is because I am overdue - which again is their fault since I keep being given the run around. I just want to make my escrow payment and have my mortgage payment corrected - I cannot continue to pay an almost double mortgage amount.

  

  Business Response

  Date: 03/13/2023

  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to *********************************************

• Initial Complaint

  Date:03/09/2023

  Type:Order 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 been trying to get a Home Equity - refinance loan with cash out from Cardinal Financial since July of 2022.We have spent money on Appraisals, Inspections and additional inspections. Every time we get close to a closing dated they request additional or duplicate documents and more "to dos" on our loan dashboard.Our home is paid off; it is real property and all of their loan requirements have been met.I feel that this company is just stringing us along and we are out our money and cannot get our loan.I am disabled and on a fixed income and cannot afford these expenses. It has made other bills I need pay late and past due.Thank you *************************

  

  Business Response

  Date: 03/13/2023

  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to *********************************************

• Initial Complaint

  Date:03/07/2023

  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 refinanced my mortgage with Cardinal, excluding my City taxes, because I only had one year to pay due to being de-annexed. I paid my taxes on August 19, 2022, and on August 24, I got a notification from Cardinal stating they had paid them. Well, I contacted the Cardinal asking who told them to pay them, and they stated it was their responsibility to pay them and that they had a third party to search. I told them at that point that the taxes had already been paid and to give me the payment information so that I could reach out to the City about the taxes. Well, they could only tell me that it was a check which I thought was weird; why not an ACH? So I moved on and contacted the City, and they said they did not have it. They stated if it were a duplicate payment, they would have just mailed the check back to the person/business who sent it. They searched Cardinal and Dovenmuehule and found nothing from what I gave them. So now I'm calling Cardinal regularly to find out about my money, and no one can tell me anything, but they paid the taxes. I can't get them to give me a canceled check; they say this is against their policy, which I have never heard of. This goes on for a while. I finally get mad and ask for a manager, and it's the same thing, except we call the City on three-way. The manager gives the City's manager a check number to do a little research, and she finds nothing. The City tells the manager to send her a canceled check and gives her an email address to send the info to. I got a letter stating the issue has been resolved, but my escrow account is still short the amount of my City taxes that were paid, so how is that resolved? I called back, and I received a letter stating they paid my taxes with no transaction number, check number or nothing. I am tired of this, it's been going on since August, and it's March. It's pretty easy to do. Just show the City the taxes were paid so I can get my money back....GEESH PEOPLE

  

  Business Response

  Date: 03/07/2023

  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to *********************************************

• Initial Complaint

  Date:02/27/2023

  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.

  I called 3 days before my deduction to have my auto payment stopped, the rep on that call told me there was enough time to stop the current payment from going through. I then set for the draft to come out for the day after the normal draft date. I then got a text notification that the auto draft was going to go through. I called back and asked if they could stop the payment they were taking and that I was advised by the first rep that there had been enough time for the payment to be stopped. The second rep advised that I could send in a written request to have one of the two payments refunded but it could take more then three weeks to get the payment back, the rep also advised since both payments were made I could call my bank and have one of the payments reversed and that would be quicker. Since I could not wait for 3 weeks to have the payment refunded. I reached out to my bank and they told me I had to wait one business day to show both payments went through. I called back the next day and had them reverse one of the two payments. Now I have a $20 returned check fee on my account with Cardinal, I have called several times and sent in a running balance to show that two payments were taken and one was reversed, but they will not remove the bogus fee. I did exactly what the Cardinal rep advised me to do. Neither of the original payments were late but the refund time for a corporation like Cardinal is ridiculously long when they can refund overnight back into my account especially after both payments went through. I am asking to have the $20 fee removed.

  

  Business Response

  Date: 03/02/2023

  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to *********************************************

• Initial Complaint

  Date:02/22/2023

  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 was informed on 2/20/2023 that I was denied a mortgage because I had received government assistance from SCSTAY. Cardinal underwriters stated that they would not be able to determine if I would be able to repay the loan.

  

  Business Response

  Date: 02/22/2023

  
  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to *********************************************

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service 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.

  On 1/5/23 Cardinal Financial received an insurance claim check payable to me and them as my mortgagee. On the onset of our loss and communication with Cardinal we were informed of the process to release funds. That process mentioned that funds would be released to us within ************************************** the amount of $15,000 since 1/5/23. Over 8 phone calls to the loss claims department have been made. On 2/1/23 I was informed that the funds had been requested and it would be 7 to 10 days until I receive the funds. This is unacceptable and not once has anyone followed up or returned my calls. Ive always had to initiate the follow up or check in. In the meantime, ** faced with paying contractors for repairs from hurricane *** with my savings or credit cards or risk having contractors place liens on my property. The delay was due to Cardinal Financial misplacing the check they received on 1/5/23, yet they have no sense of urgency or customer care to expedite the process.

  

  Business Response

  Date: 02/10/2023

  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to *********************************************

• Initial Complaint

  Date:01/18/2023

  Type:Order 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.

  My wife and I closed on a home/construction loan with Cardinal Financial on 5/17/***************** started on our house in June and was completed 12/16/22. It is my understanding the loan was built based off the signed contract between the builder and my wife and I. The quote to build the house was $340,400.00 with $40,848.00 in contingency funds. So, the total amount available when we started construction for building was $381,248.00. I confirmed this amount with the draw administrator once construction began (this was a recorded phone conversation between the draw administrator and myself). It is this amount we used to determine funds available for both the original bid and any change request that we had. Prior to the last draw the builder and I independently confirmed with the draw administrator the funds remaining to complete the build. These calls took place on 11/28/22. We were both told $59,000, which included contingency funds (This was a recorded conversation as well). Based on those conversations we met on the evening of 11/28/22 and made plans for the remaining work to be done on the house and a request was issued for the final draw on 12/13/22. On 12/19/22 we were informed at the $59,000 amount we were told was incorrect and that it would be $48,000. On 12/20/22 we were told there was an accounting error and that the actual amount remaining for the draw was $40,500, leaving a difference of $18,500. After several phone calls and emails, I was told that there is nothing Cardinal Financial can do to recoup the difference in what we were told was available for the last draw and what was available. I added up the amount of all 8 draws which totals $372,548. This is $8,699 short of the signed contract amount, to include contingency funds, of $381,248. My wife and I have pulled money from our 401K retirement accounts to pay the builder the remaining $18,500. My request is that we are reimbursed for the $18,500.

  

  Business Response

  Date: 01/18/2023

  Thank you for giving Cardinal Financial an opportunity to address the consumer complaint. We are currently in the process of investigating the matter and will provide a formal response upon completion of our investigation. Should there be any questions or additional concerns, please contact the Cardinal **************************** directly at ************** or via email to *********************************************