Consumer complaint received 2024-11-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Click n' Close, Inc.
State: NJ

Complaint narrative:
The issue my wife and I are facing started when the company Click n ' Close took over our mortgage account in XXXX of XXXX. Before they took over we had our mortgage through XXXX XXXX. We had an HOA policy that covered the exterior of the building for insurance purposes then we had an insurance policy through XXXX XXXX for the interior of the property. When Click n ' Close took over they sent us letters stating that our current insurance coverage wasn't viable and that we would have to get new insurance or they would put us in their forced place insurance. We wanted to look into it and see if it was legitimate but eventually we forgot and they placed us in their forced place insurance in XXXX of XXXX. They continued to charge us for their forced place insurance until we got our own insurance through XXXX in XXXX of XXXX. I called them in XXXX of XXXX because we had sent them multiple copies of our insurance in XXXX and were still being charged for a forced place plan. I called again at the end of XX/XX/XXXX to address an escrow shortage on our account. Eventually they transferred me to the insurance department when they asked about our HOA insurance policy which we had given them several times before. She then informed me that this HOA insurance policy was never applied to our account and for over a year they were charging us hundreds of dollars more a month for the forced place insurance. We also found out that when signing up for our progressive policy Click n ' Close told us to get a more expensive policy because they still didn't apply the HOA insurance. They told me that they would credit the extra money back to our account for about {$5000.00}. But, since they were charging us through our escrow account they were going to put it back into the escrow account. When they put it into escrow I had to initiate an escrow analysis which took several days. Following that conversation I had to call up again and ask about the analysis. They told me, knowing that we were 2 months behind on our payments, that they would send us checks for about {$4300.00}, which was the balance after subtracting the escrow shortage. We waited the two weeks that they told us it would take to receive said checks. I called them again on XX/XX/XXXX. They told me that they would not be able to send the checks because the account isn't current, which again, they were aware of at the time of the conversation about the checks being sent to us. The main issue is that we can't make the account current without that money. Because of Click n ' Close charging us hundreds of dollars more a month than they should have, we fell behind on our mortgage payments and have been perpetually 2 months behind for almost the entire time they have had control of our account. This has caused our credit scores to drop drastically, which has caused significant financial stress on myself and my wife. This struggle to keep our account current has been solely caused by the negligence shown by Click n Close and their inability to communicate with us and interdepartmentally. While waiting for the checks that we were told were sent to us, we have fallen 3 months behind on payments - we were counting on the {$4300.00} reimbursement to pay our {$5100.00} balance. Now, they are threatening foreclosure and refuse to send the money they owe us or even credit it to our account so we can get current on our mortgage. This whole situation was caused by Click n ' Close and they have been refusing to do anything to remedy the situation including giving the money they unjustly took from us back to us.

Company response to consumer: Closed with explanation