Consumer complaint received 2026-02-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: E Mortgage Capital, Inc.
State: CA

Complaint narrative:
Greetings, XX/XX/year> We recently refinanced our mortgage loan with E Mortgage twice within the past year. On both occasions, we were misled into believing we were receiving a better deal than what ultimately occurred.

During each refinance process, we were provided with documents outlining the estimated new loan terms and monthly payments. When we questioned the figures, we were repeatedly told that these were only estimates and that the final terms would be significantly lower and more favorable. We relied on those assurances when deciding to proceed. We were also advised that we would be skipping two payments and instructed not to make the current months payment. However, on the very last day of that month, we were notified that the payment was still required, which caused immediate financial distress.

Because we were in a difficult financial situation and believed the refinance would benefit us, we felt pressured to move forward. Unfortunately, the final results were not as represented. Across the two refinances, approximately {$47000.00} in fees and costs have been added to our loan balance within the past year, with very little improvement in our monthly payment.

Additionally, we were required to obtain new appraisals, including during the most recent refinance, even though the previous appraisal was only six months old. The closing costs for the most recent transaction were represented to us as being
approximately {$10000.00} to {$12000.00}, yet they ultimately totaled {$27000.00}, equating to roughly ten percent of the total loan amount. This is an excessive and unjustified charge that significantly increased both our loan balance and monthly payment. 
Throughout the entire process, including at the time of signing, we were repeatedly led to believe that the final numbers would be lower and that we would be saving between {$300.00} to {$400.00} per month. However, the actual savings have amounted to only about {$100.00} per month.

Adding to our frustration, during both refinancing processes, we continuously received calls from different agents at E Mortgage, each claiming they were now assigned to our file and could offer us a better deal than the previous representative. This created significant confusion and uncertainty about who was actually handling our loan. At one point, we were informed that the agent we had originally been working with was fired, but no explanation or reason for his termination was ever provided to us. This revolving communication and lack of transparency only added to our concerns about the integrity of how our loans were being managed. 
Most concerning, we have now received a payment reminder for our first payment under the new loan showing that the monthly payment is approximately {$400.00} higher than expected. We have made multiple attempts to contact your office to discuss these issues, but our calls have not been returned. 
This situation is unacceptable and is causing severe financial hardship and stress for our household.

Company response to consumer: Closed with explanation