Reviews

Review Details

• Review fromSierra S

  Date: 03/09/2025

  1 star
  Absolutely terrible mortgage company to be with. Have had nothing but a headache dealing with paying them out. ***** this company at all costs. The customer service is awful and had to get a lawyer to resolve the issues.

• Review fromLiena M

  Date: 10/05/2024

  1 star
  After over 20 years as a loyal customer of **********************, I am deeply disappointed and compelled to share my recent experience. My property was vandalized, leading to unexpected financial strain. I provided MCAP with all necessary documentation, including police reports and photos, to explain my temporary financial hardship and requested a mere one-week extension to arrange for payment.Regrettably, my request was not only denied, but I was also met with what I perceive as aggressive tactics from the Default Account Manager, ********************** Instead of working with me to find a solution during this challenging time, I received a final demand for payment with threats of legal action and foreclosure.The handling of this situation shows a significant lack of empathy and flexibility, which is distressing given my long history of timely payments and loyalty to MCAP. The approach taken seems to prioritize immediate recovery actions over customer service and fails to consider the personal circumstances of customers.I had hoped for a fair and understanding response, especially given the proof of my situation, but the lack of support has left me feeling like nothing more than a faceless number in their records. This experience has seriously impacted my view of MCAP, and I urge potential customers to consider this when choosing a mortgage service provider.

  Mcap

  Date: 23/05/2024

  We empathize with the homeowner and will continue to work on a resolution however there are rules and regulations which we must follow in situations as described above.

• Review fromBrent S

  Date: 22/02/2024

  1 star
  The absolute WORST service. I decided to have someone assume my mortgage, We have been dealing with ***********R (senior underwriter) since October, it is now Feb 22 and still not finished. She has never explained the process to me at all, not even a phone call to verify my identity, maybe that is a part of the reason why peoples homes have been sold and they had no idea, agents like her. I have asked repeatedly for the contact information for her direct manager and the ombudsmen, a return phone call, and nothing, she will not provide me with any of the information. In early January all documents were signed with lawyers and sent back to *****.R where she agreed everything was finished. I no longer owned the house, or so I thought. I canceled my insurance (new owner has been paying for separate Insurance since December) handed over the keys to the new owner, and moved out. Then found out that I still own the house and had to wait 4-6 weeks for the provincial registry to provide the deed with the new owner! Again never explained to me, I asked why did we have to wait, I've never had to wait for that when buying a house before, her response "the buyer typically will have to e-transfer the funds to the sellers to compensate". How "typical" is it to not provide information to your customer. I have had to pay the mortgage on a house that I do not live in for the past 2 months. Meanwhile, after contacting customer service, and speaking with a default manager (seriously, she was a great help) who explained the 4-6 week wait and why, nothing has changed. I have contacted the Financial ***************************** of ******* and the ********************************************* to hopefully force some education on ethics, and at least an apology. I would never recommend RMG, MCAP to anyone!

• Review fromHoward S

  Date: 16/01/2024

  1 star
  I am able to buy a house for much less than the amount which I can sell my current property. Hoping to use the difference for upgrades and updates. I contacted MCAP prior to making and offer and was told porting my existing mortgage ( 1.84%) and my credit line which will be paid off in a day or 2. I was told by Sara **** on Jan 16 2024.... that since I have a secured line of credit that I would have to requalify to port my existing mortgage at a rate of almost 10%... on the entire amount of my mortgage and the amount available on my credit line. I am able to put 50% down payment and was told by Darren ( mortgage call centre) the ability to port over the mortgage would be pretty simple and straight forward. I've worked for the same company for over 3 decades, and have a credit score well above 800.... and Sara told me I don't qualify for a mortgage port based on their criteria. She told me I could break my mortgage and qualify at almost 3 times my current rate.... but since saving myself money doesn't seem to fit into their business plan I feel like I'm being held as a financial hostage. I can qualify with several other lenders at a better rate than what MCAP is offering, or get a cosigner.... im well over 50 and never had an issue like this.... I don't hold out much hope that MCAP will do much to make this transition helpful and it seems like all they want is to get rid of low interest rate mortgages ... It should be an interesting discussion with them, like driving nails into my skull with a sledgehammer.... I honesty have little hope that MCAP and their team of ****** ******* will do anything significant.... and if they don't.... I will find another lender .....
  

• Review fromJeff H

  Date: 05/01/2024

  1 star
  ******* / MCAP has been litterially the biggest bank ********* I ever met. I believe there goal is to make you fail so they can come clean up an take your home away from you. This year I didn't receive my renewal paperwork . They went ahead without concent an used my payment accordingly then at the same time aded a renewal fee without my knowledge and bounced my account. Now there sticking me this month with 2 payments almost equal in value to a double mortgage payment. I asked for help and they basically told me off. Then the manager did the same. Do not proceed with them . Like I said they will happily trip you up , and help you fall. So they can take everything away . 0 *********, no honor an deemed in my eyes a bunch of ********* in suits

  Mcap

  Date: 08/01/2024

  Eclipse does not ever want a customer to fail, Eclipse assists customers that have complex mortgage needs for various reasons. All renewal interactions are transparent, documented in the mortgage contract and mortgage commitment letter. At 90 days to maturity, renewal documentation is sent out to customers and followed up by a Renewal Account Manager with phone calls, e-mail messages and customer on-line portal.

• Review fromDan O

  Date: 23/11/2023

  1 star
  Snakes. I called to do a lump sum payment. I was very clear multiple times in saying that I have already made a one time 20% lump sum payment but would like to know what the penalty is to pay off more. He was clear is saying I could not pay off more even with a penalty..(which I know is illegal.) He said I would need to wait until the next year. I made sure I knew what I was hearing and emphasized I would pay a penalty and want to pay off more. He didnt move on his position. This is a lot of extra interest I would have to pay and it was only after I threatened legal action and he acted as though I was confused and everything was a big misunderstanding and then easily told me the penalty to be able to pay off more of my mortgage. Trust is gone. I will finding a new institution. Unreal, Im shocked.

  Mcap

  Date: 24/11/2023

  Hello ***,I am very sorry to hear about your recent service experience regarding paying your mortgage down, please accept my sincere apologies. The agent involved will receive corrective feedback and on-going coaching.

• Review fromStephane B

  Date: 26/09/2023

  1 star
  They were the worst company to work with and I would strongly recommend you don't hire them, no matter how much money you may be saving.

• Review fromBen G

  Date: 25/08/2023

  1 star
  I recently lost my job and asked MCAP for a deferral. They wanted all my bank statements for three months and proof that I had lost my job. I sent the statements along with a letter from my previous place of employment signed by the director stating that I had been let go. I got a call back saying that I would need a letter from a company with a start date for new employment. I tried explaining that I'm looking for work and I just need a month deferral, his reply back was "** ****** ********** *** * ****** **** *** ****** ****** **". They don't care about your situation, zero compassion, stereotypical bank mentality. I was asked where all the money I had made in the last 5 years went even though they got their payments. Horrible company, zero compassion, steer clear of these guys, **** was much better. I wish they had a minus star button.

  Mcap

  Date: 01/09/2023

  Thank you for your review ***, I am very sorry to hear of your current difficulties. In order to assist you we do need to have some difficult conversations to ensure the financial assistance you are requesting will assist in the long term or if it is only a short term solution.

• Review fromMark T

  Date: 05/06/2023

  1 star
  the worst!! they charged me $475, because they said they did not have proof of my fire insurance. When i sent them a copy of the email chain from my lawyer proving that they received the information and proves that they acknowledge the receipt of this information, i get nothing but a run around. absolute terrible customer assistance. And repetitive mismanagement of information.

  Mcap

  Date: 08/06/2023

  We have contacted the homeowner and have reached a resolution which we believe resolves the complaint.  

• Review fromNichole L

  Date: 04/10/2022

  1 star
  I was charged twice in 1 month for the mortgage payment. Getting this straightened out is STILL an issue. They OWE ME insufficient charges, owe me, but yet I received another 1 today where instead of reimbursing me the money, they keep taking it. I have never missed a mortgage payment. I keep calling and asking new service representatives to fix their mistakes, they say clearly it is a mistake on Mcap’s side of things and say they will fix it & leave notes. Today, I called to tell them yet again they took out more money when that money & more is suppose to be coming my way. They owe me. I asked the lady to please read the notes. There were none!!! I called last week to double check that they had notes left and make certain money was being deducted from my next mortgage payment (as cheques takes 14 delivery days they say) and they said that this issue is all taken care of. But then today’s representative told me there are no notes and again they took more money out!?!? But, she kindly reassured me that I will be getting a business call in 3-5 business days!! Are you kidding me!?!?