Why are you referring your clients to any of the "TOO BIG TO CARE' banks? You are registered on Truila as an agent. You can not let this happen to any future buyers.
You need to have a reliable lender to whom you can refer your buyers that has proven to be able to CLOSE on time, under budget and without the drama.
If your buyer(s) fails to heed your directions, all you can do is say, "What did you expect?"
If however, you referred this buyer to a 'Too Big to Care Bank" you are a collaborator in this transgression.
As others have repeated, there's more to this story. What was stated in the denial letter?