Consumer complaint received 2025-06-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Fees or costs during the application process
Company: Taproot Financial, LLC
State: NJ

Complaint narrative:
I started a loan with Sage home loans I was assigned to a mortgage broker by the name of XXXX XXXX We were in the process of completing the loan and they had asked me for proceeds for the appraisal. I made it known to the individual that I dont want the appraisal to go through until Im out of attorney review. I have a text message from the individual stating that hes made a note, he sent me a picture of the note that was made and I said OK. Now Im reaching the end of my suggested window for closing and I am going back-and-forth with the sellers of the home so Im effectively going to miss my closing date and I had asked sage home loans for an extension. They said that wouldnt be possible unless i paid for the rate to be extended if not, I would have to start the whole process all over again. With that being said I moved over to a different company. I asked them to start the process with a new company. Theyre giving me a better rate and theyre giving me more time to complete my closing. So I reached back out to the XXXX from Sage home loans and I asked him there was gon na be any fees if I decide to walk away? He stated that there were not going to be. I have a text message where he said no so I said I was going to move forward with pulling my application with their firm and Going to the new company and I notified him. I would appreciate a refund. I have a text message from him stating that he was going to get started on that and now hes coming back and saying that they already completed the appraisal that it cant be refunded. I think thats a complete lie because I had mentioned to him that I didnt want the appraisal to go through unless I was out of attorney review he confirmed that I am still in attorney review so I have no clue why this company would go ahead and move forward with the appraisal. I havent even done a home inspection so I dont even know if these individuals are going to make any repairs on the property if theyre going to even continue with a deal so Sage home loans is clearly lying to force me to stay with their company and pursue the loan. I would like a refund of my {$540.00} that theyve put a charge on my credit card for. And I would like them to be penalized for unauthorized actions that theyre taking.

At no point was I informed that the appraisal was scheduled or completed. There was no communication or authorization from my end approving the appraisal to move forward which is especially troubling considering that I had not even conducted a property inspection yet. Without knowing the condition of the property or whether the seller would agree to any necessary repairs, moving forward with an appraisal was premature and unreasonable.

It raises serious questions about whether this was a misstep or a deliberate attempt to pressure me into staying with your firm. Either scenario is unacceptable. From my perspective, this feels like an internal failure in process and communication and I should not be held financially responsible for it.

Company response to consumer: Closed with monetary relief