Consumer complaint received 2026-01-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: CAPITAL CENTER LLC
State: VA

Complaint narrative:
I am submitting a formal complaint regarding disclosure failures and last-minute loan changes by CapCenter that left me without a proper opportunity to review my final loan terms before my refinance closing. 

On Friday, XX/XX/year>, I signed what I was told was my final Closing Disclosure. The payoff amount listed of {$400000.00} included accrued interest only through my scheduled closing date of XX/XX/year>, but it did not account for additional per-diem interest that would accrue until the payoff was actually received and processed. This resulted in the payoff amount later needing to be increased. 

On the afternoon of XX/XX/year>, less than 24 hours before my scheduled closing on XX/XX/year>, I was sent a new Closing Disclosure by XXXX XXXX, Closing Consultant, with higher amounts and no explanation for the change. I had to compare the documents myself to discover that the payoff amount had increased to {$400000.00}. 

Immediately after receiving this updated disclosure, I contacted my Loan Consultant, XXXX XXXX XXXX ( XXXX ). XXXX told me he spoke with XXXX, and both of them agreed that the loan amount could be increased so that my cash to close would not change, since I could not obtain a new cashiers check on such short notice without delaying closing, and wiring additional funds would have required me to incur extra fees due solely to the late correction of lender-prepared figures. This appeared to be the only practical option to proceed with closing as scheduled. 

Although this loan amount change was agreed to on XX/XX/year>, I was never sent a revised Closing Disclosure reflecting the increased loan amount. I followed up with XXXX later that evening and again the morning of closing on XX/XX/year>, requesting the updated disclosure so that I could have time to review and sign it before closing. I also emailed XXXX the morning of closing. I did not receive a response from either of them. 

When I arrived at the closing table at XXXX XXXX  on XX/XX/year>, I was told that both XXXX and XXXX were out of office. I was then presented, for the first time, the final Closing Disclosure reflecting the increased loan amount and corrected payoff. I did not have a reasonable opportunity to review these final terms in advance and felt pressured to proceed in order to complete the refinance.

In addition, throughout the process there were multiple instances where figures on my disclosures were incorrect, including homeowners insurance amounts, which I had to identify myself and request corrections for. On at least one occasion, XXXX acknowledged this by stating, thank you for catching that. While I appreciate the corrections being made, these were figures taken from documents already in the lenders possession, and I should not have had to repeatedly identify and request fixes to basic financial data. 

This situation was caused by failure to ensure the payoff amount reflected all required interest and by failure to provide timely and accurate final disclosures after loan terms were changed, including failure to provide the final Closing Disclosure before both responsible parties were out of the office. As a result, I was required to accept loan terms that would not have been necessary had the payoff been calculated and communicated correctly earlier and had proper disclosures been provided in advance.

I am requesting that this matter be reviewed by compliance and management, that I be provided with a written explanation of how these errors occurred, and that CapCenter consider appropriate remediation or goodwill compensation for the inconvenience and process failures involved.

Company response to consumer: Closed with monetary relief