Consumer complaint received 2025-12-23 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: Kind Holdings, LLC
State: CA

Complaint narrative:
I am submitting this complaint regarding the handling of a home equity loan ( cash-out ) involving Kind Lending as the lender and XXXX XXXX  as the broker. Although loan disclosures were issued and the loan was represented as moving toward closing, the lender and broker failed to close the loan, caused unreasonable delays, increased closing costs after disclosures, and demonstrated persistent communication failures. The original signed disclosures reflected total closing costs due by the borrower of {$3800.00}. Subsequently, the lender issued revised disclosures increasing the total closing costs to {$4500.00}, an increase of {$740.00}. When I requested an explanation for this increase, I was informed that the added costs were due to a rate lock extension. However, no rate lock extension was requested by the borrower, and the only reason an extension would have been necessary was due to lender- and broker-caused delays and failure to perform. Throughout the process, the borrower has been prompt and timely in providing all requested documentation and has not contributed to any delays. Despite repeated assurances that disclosure corrections would be made and the loan would proceed to closing, the lender failed to deliver updated and accurate final disclosures in a timely manner. The lenders representative, identified as XXXX XXXX, became non-responsive for extended periods despite multiple follow-ups via email and text. The brokers representative, XXXX XXXX of XXXX XXXX, was similarly unable to produce results or ensure accountability, with responsibility appearing to be shifted between the broker and the lender without resolution. Communication throughout this process has been poor and inconsistent, making it difficult to obtain clear answers or timelines. The broker has now stated that additional loan-related items, including the credit report, are expiring while the borrower continues to wait for the lender and broker to close the loandespite the delays being outside the borrowers control. As a direct result of these actions : The home equity loan failed to close after disclosures were issued Closing costs were increased after disclosures due to lender/broker delay The borrower incurred additional financial exposure and uncertainty Credit-related documentation is expiring due to prolonged delays The borrower faces the risk of additional unnecessary credit inquiries Based on the above, the conduct of Kind Lending and XXXX XXXX appears inconsistent with good-faith lending obligations and may constitute violations of RESPA, TILA, and TRID , including but not limited to : Failure to process the loan with due diligence and in good faith Failure to close after issuing disclosures Improper increases to closing costs without valid changed circumstances Failure to provide timely, accurate, and corrected disclosures Unreasonable delays and lack of communication I am requesting that the CFPB review this matter and require the lender and broker to provide a written explanation of their actions, correct any improper cost increases, address any credit-related harm caused by these delays, and take appropriate corrective action to ensure compliance with federal lending requirements. I am also requesting CFPB assistance to prevent further financial and credit harm and to ensure compliance with RESPA, TILA, and TRID requirements.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation