Consumer complaint received 2025-09-30 00:00:00
Product: Mortgage — FHA 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: FL

Complaint narrative:
I am writing to formally request assistance and clarification regarding my mortgage account and the recent negative credit reporting, which I believe is inaccurate and unfair given my circumstances. 

My property is located in XXXX XXXX, which was declared a federal disaster area by FEMA following Hurricanes XXXX and XXXX in XXXX. In response to the financial hardship caused by these storms, I contacted Click N Close and was granted a 3-month forbearance for XXXX, XXXX, and XX/XX/XXXX. 

I was advised that after the initial forbearance period, I could reapply for an additional 3-month extension, and if not approved, other loss mitigation options would be made available. I was under the impression that I had been approved for an additional forbearance covering XXXX, XXXX, and XX/XX/XXXX. 

Toward the end of this period, I contacted your office to inform you that I was ready to resume regular monthly payments. I was then told that the payments I made during XXXX through XX/XX/XXXX had been applied as part of a trial period for a loan modification, which I did not request or authorize. I clarified that I was still under the understanding that I was in forbearancenot in a modification trial. 

I made all payments during that period, totaling {$2000.00} per month, while my original monthly mortgage payment was {$2800.00}, and my current payment is {$2500.00}. The agent was unable to explain why I have had three different payment amounts since the origination of my loan, which has added to my confusion and distress. 

Despite making timely payments during what I believed to be a forbearance period, I was shocked to discover that a XXXX late payment was reported on my credit in XX/XX/XXXX. I have made multiple attempts to reach your Loss Mitigation Department and speak with a manager or supervisor, but I have not received a response or resolution. 

I respectfully request the following : A detailed explanation of my account history, including all changes in payment amounts and status ( forbearance vs. modification ). 

Immediate review and correction of any inaccurate credit reporting, particularly the 90-day late mark reported in XX/XX/XXXX. 

A point of contact or escalation path within your company who can address this matter appropriately. 

Given that this situation occurred in the aftermath of a federally declared disasterand considering the guidance issued by XXXX XXXX XXXX XXXX, the FTC, and the CFPB for disaster-affected borrowersI trust that this matter will be reviewed promptly and fairly. 

Thank you for your attention to this issue. I look forward to a timely resolution. {$2800.00} and my current payment is {$2500.00}. I was confused and distrought, the agent could not explaint o me why I had 3 diffrent monthly payments since the origination of my loan. I contacted loss mitigation and no one could explain or help me understand how in XXXX i recieved a 90 day late on my credit. Ive tried numerous times to speak with management or loss mitigation and can not reach anyone higher up

Company response to consumer: Closed with explanation