Consumer complaint received 2026-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: Taproot Financial, LLC
State: IL

Complaint narrative:
* * What happened : * * I was contacted by an agent from Sage Home Loans after I submitted a loan application through XXXX seeking better interest rates. XXXX referred Sage Home Loans to me as a partner, which is the primary reason I engaged with this company. Sage Home Loans collected all of my personal and financial information and represented to me that my interest rate would be locked provided I submitted all requested documentation in a timely manner. I complied fully and provided every document they requested within the timeframes they set. On XX/XX/XXXX, XXXX XXXX of Sage Home Loans sent me an email titled * * '' Your loan is locked in '' * * from the sagehomeloans.com domain. The email explicitly stated : * '' Your loan is locked in and now we are moving to the next step, '' * and listed the full set of rate options for a 30-year fixed loan ( ranging from 5.125 % / 5.374 % APR to 5.750 % / 5.790 % APR with varying points ). The email further promised that I would be receiving the locked loan estimate and stated the agent would walk me through the entire process from start to finish. Despite this clear written confirmation, Sage Home Loans then sat on my documentation for more than a month without moving the application forward. During this period, they repeatedly requested additional documentation while continuing to assure me that my rate lock remained in effect. I relied on these representations in good faith. After nearly two months of delays, Sage Home Loans reversed course and informed me earlier today that the locked rate would not be honored and that I would be charged at a higher rate. This directly contradicts the written " Your loan is locked in '' confirmation from XX/XX/XXXX. * * I have written evidence of the rate lock. * * I have the XX/XX/XXXX email from XXXX XXXX at Sage Home Loans confirming the rate lock, including the full rate sheet and the company 's commitment to move forward. I am prepared to provide this email as supporting documentation for this complaint. * * Why I am filing this complaint : * * Over the course of nearly two months, Sage Home Loans : 1. Collected my personal and financial information, including running a credit check that impacted my credit report. 2. Sent me a written email on XX/XX/XXXX titled " Your loan is locked in '' with specific locked rate options. 3. Repeatedly reaffirmed that my rate remained locked while continuing to request more documentation. 4. Delayed processing for nearly two months without justification. 5. Ultimately refused to honor the locked rate they had confirmed in writing and changed the terms to a higher rate. This conduct is deceptive. I provided every document in good faith based on their written representations, and they failed to honor the terms they themselves offered in writing. I believe this constitutes a deceptive lending practice and a bait-and-switch on the promised interest rate. * * Resolution I am seeking : * * I am requesting that Sage Home Loans honor the original interest rate confirmed in writing by XXXX XXXX on XX/XX/XXXX, or alternatively, that they be held accountable for deceptive practices. I also want this complaint on record given that XXXX referred this company to consumers as a trusted partner, and other borrowers may be experiencing the same treatment. * * Supporting facts : * * - Referral source : XXXX ( partner referral ) - Lender : Sage Home Loans ( sagehomeloans.com ) - Agent : XXXX XXXX - Written rate lock confirmation : Email dated XX/XX/XXXX, subject line " Your loan is locked in '' - Rate options confirmed in writing : 30-year fixed, Rate/APR for 5.125 % - Approximate timeline : Nearly 2 months from initial application to denial of locked rate - Credit check was performed- All requested documentation was provided in a timely manner - Email evidence of the rate lock is available and will be provided as an attachment

Company response to consumer: Closed with explanation