Consumer complaint received 2024-12-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Click n' Close, Inc.
State: OH

Complaint narrative:
My mom, XXXX XXXX, previously lived at XXXX XXXX XXXX, XXXX, OH, XXXX and had a mortgage on the property, passed away awhile back. I opened an estate and had the deed transferred into my name. I have been living in the home since before my mom passed away and have been working to keep the home and do a loan assumption. Back in XXXX of this year, Click N Close denied the loan assumption request. Since then I have begun to prepare myself for non-retention options. 

I am filing a complaint against Click N Close Mortgage as their actions, or lack thereof, are completing unacceptable! My law firm that has been working with Click N Close, submitted a Loss Mitigation Application on XX/XX/XXXX to be reviewed for all non-retention options. Click N Close sent my law firm an email on XX/XX/XXXX with a letter attached dated XX/XX/XXXX, confirming a COMPLETE LOSS MITIGATION APPLICATION. The letter ( which I will attach ) stated that it may be necessary to request additional documents. If they do need additional documents, they will make contact and let my firm know what is needed. The letter also clearly outlines that now that they had completed their initial review, that I was entitled to certain foreclosure protections under Federal Law.

My law firm never heard anything from Click N Close until they received another email on XX/XX/XXXX with an attached letter dated for the same day stated Loss Mitigation Denied due to Failed to respond to XXXX and Failed to provide XXXX agreement. My firm called Click N Close yesterday and spoke with a woman in their loss mitigation department. After the call, my law firm contacted me to outline the call and to make sure that I file a CFPB complaint as it is necessary that Click N Close correct their mistakes, cancel the sale date, and reopen my Loss Mitigation review so they can correctly request the documents and have an appraiser set a time to do the appraisal ( which never happened! ). Here is what my law firm outlined for me from the call with Click N Close. 

When they first called Click N Close, they spoke to a woman in customer service. While she was working on connecting them to Loss Mitigation, she came back on the phone to tell them that their authorization was expired from back in XXXX. My law firm pointed out that the information was not correct and that Click N Close dropped the ball as the updated authorization dated XX/XX/XXXX that is good for 2 years, was emailed to them 3 times on XX/XX/XXXX. They also pointed out that they know they received it in the pdf they sent as they confirmed receipt of the Loss Mitigation Application ( where the authorization was the first page in the attachment ) in an email from them on XX/XX/XXXX with a letter dated XX/XX/XXXX that confirmed receipt of the documents and a complete Loss Mitigation Application. So, if their system was showing the authorization was out of date, that is 100 % Click XXXX Closes fault for not properly updating their system. The woman gave my law firm the customer service email address so they can send the authorization directly to her instead of going back to locate the one that is already in their system. They emailed her the authorization, she updated it in their system, and then brought on the woman from the Loss Mitigation Department. My law firm explained the issue that my Loss Mitigation Application was deemed complete in the letter sent via email that was dated XX/XX/XXXX and that they didnt receive any communication from Click N Close until they received the deny letter via email that was dated XX/XX/XXXX. She repeated back to my law firm what the letter already stated and said that the sale date was set within 37 days so they will not reopen the review or allow me to resubmit. My law firm explained to her again that if Click N Close would have communicated properly, they would have been able to provide whatever was requested, the foreclosure would have remained on hold ( as it should have been ) and no sale date would have been set! The woman then claimed that the notes stated that someone in the Loss Mitigation Department called the 3rd Party ( Meaning my law firm as they are the only 3rd party on my account ) at the phone number ending in XXXX, on XX/XX/XXXX at XXXXXXXX XXXX  and XX/XX/XXXX at XXXXXXXX XXXX and left a message with no return phone calls. The phone number ending in XXXX goes directly to the head attorney of my law firm. He confirmed that there was NO CALLS from Click N Close at or around those times and there were also NO voicemails left by Click N Close. To make matters worse, when my law firm asked her why they didnt follow up with emails requesting what they need from me considering they emailed the Loss Mitigation Application complete letter and the Denial letter. She said that they dont email when they are in need of additional documents or items and only call out. This also, is completely not true as my law firm received emails on previous reviews when I was trying to keep my home requesting additional documents to make a complete file. So, Click N Close will email and absolutely should send emails when they are in need of documentation as that is clearly how they communicate when they are sending out letters which we have proof of. Lastly, my law firm requested the name and phone number of the appraiser that was assigned to the file since they claim in the Denial letter, Failure to respond to appraiser. My law firm confirmed that they never received any communication from an appraiser regarding my property. The woman at Click N Close claimed that she didnt have access to this information and would have to request it. The reality is, if an appraiser was assigned, my law firm never heard from them or they would have contacted them back to set up the appraisal.

Click N Close needs to correct their mistakes and make this right by canceling out the sale date, reopening the review, and putting the foreclosure on hold so we can provide the items they are requesting now that my law firm and I are aware of the request. They also need an appraiser assigned and their contact information to set up the appraisal. My law firm currently plans to send a copy of this complaint to FHA directly putting them on notice if this doesnt get correctly timely. Hopefully it doesnt come to that.

Company response to consumer: Closed with explanation