Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #17238269
Complaint Overview
Complaint ID: 17238269
Company: Taproot Financial, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-Issue: Confusing or misleading advertising or marketing
State: North Carolina
ZIP Code: 28269
Date Received: 2025-11-13T12:00:00-05:00
Date Sent to Company: 2025-11-13T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XXXX XXXX advertised a partnership with Sage Home Loans, offering Exclusive loan offer : Get an exclusive mortgage loan offer on a new home purchase or refinance home loan thats up to 0.75 % lower than average with no asset minimum required. alongside a {$500.00} closing credit. The loan scenario it outlined is XXXX fixed rate, {$500000.00} loan amount, Primary residence, Detached single family home, XXXX score XXXX, XXXX 75 % XXXX no other agency LLPAs. Now, I worked in mortgage pricing previously, so I understand how pricing works. Given it mentioned either purchase or refinance as purpose, the XXXX in my case ( refinance ) would be 0.125 % in their scenario. My loan scenario, a refinance with all the same attributes but a XXXX loan amount and a 69 % XXXX has no XXXX XXXX LLPAs. Given the LLPAs on my loan should make the rate 0.125 % better and the only difference is a slightly lower loan amount ( more desirable from a pricing perspective ), I expected that the price I would receive would be the same as the offer if not better. However, I was given a quote that was XXXX points worse. This feels against the spirit of what the offer should be and very misleading. I called the company to see if it might be a mistake and I was told that because I didnt have the exact scenario, I wouldnt get the 0.75 % better rate but I did still get {$2000.00} off. That is a significantly different offer!! The company should not be allowed to advertise like this when the spirit of the offer is completely different the minute you dont have the exact advertised loan scenario. For me this was really frustrating, but for someone who doesnt understand the intricacies of mortgage pricing, they are basically being deceived by the offer. In fact, I was so upset that I cancelled XXXX XXXX, which I had signed up for to take advantage of this offer.
Frequently Asked Questions
What is Complaint #17238269 about?
Complaint #17238269 was filed against Taproot Financial, LLC regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2025-11-13T12:00:00-05:00.
How did Taproot Financial, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was not timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Taproot Financial, LLC?
Yes, visit the Taproot Financial, LLC company profile at readthecomplaint.com/company/taproot-financial-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.