Consumer complaint received 2025-09-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: Trusted Mortgage Capital Inc
State: AZ

Complaint narrative:
Myself and my husband recently worked with XXXX XXXX, a lender at Trusted Mortgage Capital, regarding a refinance of our primary residence. We ultimately chose not to proceed with the refinance due to the following issues : Significant discrepancies between the Loan Estimate and Closing Disclosure, including substantial increases in the overall loan amount and monthly payments.

Multiple clerical errors in the documentation.

Removal of the escrow account without our knowledge or consent.

Use of multiple, unidentifiable phone numbers for business communications, making it difficult to verify the callers identity. 

On XX/XX/year>2025 at XXXX XXXX, I formally notified XXXX XXXX via email of our decision to cancel the refinance. He responded at XXXX XXXX  the same day, instructing us to contact the companys Cancellation Department ( specifically a person named XXXX XXXX to avoid additional fees. Following this, XXXX XXXX called my husband directly to reiterate that we owed cancellation fees and must speak with the Cancellation Department to resolve the matter. 

On XX/XX/scrub> 2025 at XXXX XXXX, I sent a second email reaffirming our decision to cancel and stated that any further steps related to the cancellation were the responsibility of XXXX XXXX and his company. 

Despite these formal written notices, on Friday, XX/XX/XXXX, my husband received a phone call from an unidentified Trusted Mortgage Capital representative. The caller began the conversation by stating my husband would be an XXXX not to go through with the refinance, repeating this derogatory remark three times. My husband terminated the call, but the caller immediately called back. I made the decision to record the second call prior to my husband answering due to the aggressive and bullying nature of the previous interaction. 

During this second call ( recording available upon request, file too large to attach ), I reiterated our cancellation and requested to be removed from any call lists. The caller interrupted me and made a disparaging comment about my appearance, stating that my fake eyelashes were affecting my ability to hear. my husband ended the call again, but the caller proceeded to call back five more times within a seven-minute window ( XXXX XXXX  ) ( copy of call log available ). We did not answer any of these subsequent calls. Although the called did not identify himself, we have reason to believe it to be an individual named XXXX XXXX or XXXX. 

What is especially concerning is that the caller appeared to have made personal remarks about my appearance that could only have been known through misuse of personally identifiable information ( PII ), such as my drivers license, or through unauthorized online searches ( e.g., social media ). I do wear eyelash extensions, but this is not discernible from my drivers license photo. This raises serious concerns about the potential misuse of sensitive data obtained through a business transaction. 
The repeated calls, derogatory remarks, and personal comments constitute harassment and a gross violation of professional conduct. This behavior is unacceptable and deeply troubling coming from a licensed mortgage company. 

We reached out directly to Trusted Mortgage Capital leadership ( CEO, EVP & CEO Exec. Assistant ) to report the incident. A man identifying himself as either an Executive or Senior Vice President responded. While he asked for details and stated multiple times that the individual responsible would be terminated, he also continued to pressure us to proceed with the refinance. 

This response did not give us confidence that the matter would be properly addressed or that the inappropriate behavior would cease. We no longer have any faith that this company can operate with integrity or accuracy. 

We request that this matter be investigated thoroughly and that appropriate disciplinary and corrective actions be taken.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation