Consumer complaint received 2026-01-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Click n' Close, Inc.
State: FL

Complaint narrative:
I am filing this formal consumer complaint against my mortgage servicer, XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX ), for repeated and unreasonable delays, poor communication, erroneous processing errors, and overall mishandling of a VA loan assumption process. These issues have caused me substantial financial hardship, including ongoing mortgage and rent payments, lost rental income well over {$6000.00}, and missed investment opportunities, as well as acute stress for me and my family. The delays and confusion have also caused significant frustration for all parties, including the buyers, and have repeatedly put the entire sale in jeopardy. 
As I have informed XXXX XXXX XXXX XXXX multiple times, I am a 100 % XXXX veteran. The rental income this property generates is my only source of income outside of my XXXX benefits. Their prolonged delays and apparent disregard for the severe financial hardship this is causing me have been largely ignored. 

Loan and Property Details : Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, TX XXXX Servicer XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Primary Contact at Servicer : XXXX XXXX ( previously escalated to XXXX XXXX XXXX ) Summary of Issues : The property was listed for sale in XX/XX/XXXX, and we went under contract with qualified buyers in the first week of XX/XX/XXXX. 
The assumption process began promptly, but has been plagued by excessive delaysnow over XXXX dayswith no resolution in sight. 
Early in the process, multiple requests for status updates and clarifications were ignored for weeks. 
XXXX XXXX XXXX XXXX personnel have repeatedly demonstrated lack of knowledge about loan assumption procedures, creating unnecessary obstacles. For example, they incorrectly flagged outdated mechanics liens from a prior owner as current issues on my title, which the title company quickly proved were erroneous. 
Documents were repeatedly claimed as " missing '' without specific details, only to be confirmed as already submitted by the buyers ' agent. This included vague requests ( e.g., mortgage statements for buyer debt ) that extended timelines without justification. 
The original closing date was XX/XX/XXXX. Due to XXXX XXXX XXXX XXXXXXXX 's delays, it was extended to XX/XX/XXXX, then to XX/XX/XXXX. A third extension is now required because their closing team admitted to internal errorsfailing to properly balance fees on the Closing XXXX ( XXXX ), missing items, and needing multiple escalations. Despite repeated assurances that the file was " prioritized, '' excuses continued ( e.g., " XXXX thing after another, '' office closures ). 
As recently as this weekend ( XX/XX/XXXX ), I was informed the CD was not finalized in time for the scheduled XX/XX/XXXX closing, forcing yet another delay. 

These ongoing servicing failuresunresponsive communication, repeated errors, and unjustified delayshave directly resulted in significant financial harm and unnecessary stress. I believe these practices violate fair servicing standards and consumer protection laws regarding timely and accurate mortgage processing.

Company response to consumer: Closed with explanation