Consumer complaint received 2026-06-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: GUARANTEED RATE INC.
State: TX

Complaint narrative:
I am filing this complaint regarding the handling of my mortgage application with KBHS Home Loans. My complaint is not simply that the loan was declined. I understand lenders must follow underwriting guidelines. My complaint is about unclear communication, lack of direct answers, unclear deadlines, and failure to provide a direct manager response while I was actively trying to fix the issue and preserve my purchase opportunity. I was attempting to purchase a KB Home property. During the process, I was told that prior mortgage late reporting was preventing approval and that XX/XX/year>2026 may be the relevant date for XXXX clear months of mortgage payment history. I was also advised to contact the prior mortgage lenders/servicers to request correction or removal of the late reporting because the mortgage had transferred between lenders multiple times. After receiving that information, I specifically asked whether correction or removal letters from the prior mortgage lenders could allow the file to be reviewed sooner and whether there was a deadline to provide those letters or updated credit reporting. I did not receive a clear direct written answer to that specific question. Instead, I continued to be asked for additional documentation, including bank statement clarification and possible co-borrower/co-signer information. At the same time, I was not given a clear written deadline explaining how long I had to provide correction letters, updated credit reporting, bank statement clarification, co-borrower/co-signer information, or outside lender approval. I later requested that a manager or supervisor respond directly regarding the handling of the file. The loan officer whose handling was part of the complaint responded herself and stated that management had reviewed the matter. That did not satisfy my request for a direct written response from management, especially because my complaint involved that loan officers handling and communication. While this was happening, the home I was attempting to purchase was sold. I believe the lack of clear written direction, lack of clear deadlines, and lack of coordinated communication contributed to the loss of the purchase opportunity. I was actively trying to resolve the loan conditions and pursue outside financing, including XXXX XXXX, but the process was not clearly communicated or coordinated. I am requesting that KBHS Home Loans provide a direct written response from a manager or supervisor addressing the following : The exact status of my loan file : declined, suspended, withdrawn, or closed. Whether correction/removal letters from prior mortgage lenders could have allowed review before XXXX 2026. Whether there was a specific deadline to provide correction letters, updated credit reporting, bank statement clarification, co-borrower/co-signer information, or outside lender approval. Why I continued to be asked for documentation and co-borrower information without clear written deadlines. Why my request for a direct manager/supervisor response was answered by the loan officer whose handling was part of the complaint. Confirmation that the same loan officer will not handle any future KBHS Home Loans file for me. The name, title, phone number, and email address of the manager reviewing this matter. I am asking for accountability, a direct management response, and a clear written explanation of how my mortgage application was handled.

Company response to consumer: Closed with explanation