Consumer complaint received 2026-06-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: Click n' Close, Inc.
State: NC

Complaint narrative:
My husband and I obtained a construction loan from XXXX XXXX on XX/XX/XXXX. During this time, national interest rates were very high. The rate for the construction loan was 9 %, interest only. We felt that was manageable during the time of the build. However, we were informed by our loan officer, XXXX, that we could significantly decrease our interest rate when our construction loan converted to a permanent mortgage if we purchased discount points at closing. Based on XXXX 's recommendation, we purchased 3.541 % points for {$20000.00} to buy down our interest rate on our permanent mortgage. This money was paid at closing along with our other closing costs. After we closed, our loan was sold to Click n ' Close. Additionally, XXXX left XXXX XXXX. Unfortunately, our home was not completed on time. The only silver lining was that during this time interest rates were slowing coming down. When we were finally ready to close at the end of XX/XX/XXXX, the national average for mortgage rates had fallen to 5.8 %. My husband and I also had excellent credit scores ( XXXX and XXXX ) ; therefore, we were expecting an excellent rate. I was shocked when our loan officer, XXXX, came to us with a 7.2 % interest rate. I told her that was not acceptable and asked her to go back to Click n ' Close leadership. She then returned with a rate of 6.8 %. I again told her this was not acceptable based on the 3.541 % points we purchased, our credit scores, and the national interest rate below 6 %. Sadly, Click n ' Close continued to push back and chose not to honor the terms of our closing disclosure. We emphasized that we had paid {$20000.00} for the points, and we did not have that type of money to give away. We were told that the compliance officer at Click n ' Close reviewed our closing disclosure and determined that the points were purchased were not intended for our new mortgage/modification. Instead, he believed that the 3.541 % points were for the rate we received from XXXX XXXX for the construction loan. Additionally, we were told that we would have to take the matter up with XXXX XXXX because it was not their issue. We explained that this was absolutely not the case and not true, and it made no sense. We would have never paid 12 % for a construction loan. We asked Click n ' Close to do the ethical thing and honor the terms of our closing disclosure. They purchased our loan ; therefore, they purchased the terms of our loan. And I emphasized again that we did not have {$20000.00} to give away. We were then informed that our case had been escalated. XXXX, from Click n ' Close returned with an offer of 6.25 % and told us it was final. My husband and I were angry and upset because we believe that the rate is not reflective of the 3.541 % points we purchased for {$20000.00}, our excellent credit, and the low national interest at the time we began the conversion process. We did reach out to our former loan officer, XXXX, who is now with another mortgage company. He confirmed via email that the 3.541 % points we purchased were to be used towards our conversion. My husband and I felt we had no choice but to close at the rate offered. After all, we were stuck in a 9 % interest only loan which was not sustainable. Whether it is Click n ' Close, XXXX XXXX, or a combination of the two, we are asking that our {$20000.00} be refunded. We simply did not get what we were promised or paid for. As stated several times. We do not have this kind of money to give away. We are asking for accountability in addition to our money back.

Company response to consumer: Closed with explanation