Consumer complaint received 2024-02-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Click n' Close, Inc.
State: OH

Complaint narrative:
The property at XXXX XXXX XXXX has been in my family for nearly 60 years and I am in danger of losing it because of my mortgage lender, Click N Close. This was originally my grandparents home. I took out a purchase loan in XXXX to put the home into my name. I have gone through some very difficult times because of health issues and when I was struggling with my mortgage I reached out to them for help. No one was willing to consider my situation or review my information for assistance programs. So I applied for the Ohio XXXX XXXX XXXX  program which uses government funds to help pay back the missed payments to the lender. I was approved for that program and XXXX XXXX XXXX  contacted Click N Close to work out the details. However, my request was eventually denied because ( as they wrote in their official email ) the servicer failed to respond. ( document attached ) Now my home is in foreclosure. I feel this is outrageous. I have repeatedly asked them for assistance options since they dropped the ball with the state program. I have been told that there are no options available except full reinstatement of the past due amount. I feel there are other options, but they have denied access to them and believe this is very bad business. 

I worked as a XXXX XXXX  for several years but then was hurt on the job due to being XXXX XXXX XXXX XXXX XXXX which XXXX XXXX XXXX XXXX and did eXXXX XXXX to that side of my body. While being treated for this injury the doctors discovered that I had a XXXX XXXX XXXX XXXX XXXX  This required regular testing and treatment and as a result I had to change professions and now work as an XXXX XXXX I occasionally missed mortgage payments after this injury but was always able to get caught up the following month. However in XX/XX/XXXX I had a bad reaction to the treatment for the auto immune disorder and had to stay in the hospital for XXXX months which led to consecutive missed mortgage payments. I called in to Click N Close to let the agents know the situation, but they did not offer any help. They did not tell me to apply for a loan modification, they did not offer a forbearance, they told me I would need to pay back all the past due payments when I was back to work. After I was back on my feet in XX/XX/XXXX I tried to make my mortgage payment but was told that they would only accept the full past due balance. Since their agents obstructed access to homeowner assistance options I did some research and found out about the XXXX XXXX XXXX XXXX  I was excited when I found out that I had been approved for the program and followed along with the progress of my case through the online portal for the program. When I heard them tell me they were having trouble getting the lender to cooperate and respond I was shocked. This government program was trying to pay my mortgage company back my delinquent mortgage payments and they were not responding?? I called in to try to find out what was going on, and was told by an agent that the reason Click N Close did not respond to the request for information was because it was in the wrong format?? Are you serious?? This is outrageous. Now my home that has been in my family for 60 years is going into foreclosure because Click N Close refuses to work with the state XXXX XXXX XXXX XXXX who wants to pay off my mortgage delinquencies caused by my serious health issues????? Please investigate Click n Close and their business practices

Company response to consumer: Closed with explanation