Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a second mortgage with this company ending in account #****. We paid off the mortgage on March 17, 2025. We contacted them to request a document stating that the account was paid in full. Denaisha informed us that it will take them 6 to 8 weeks for us to receive a payoff letter from the county. We are trying to refinance our first mortgage and need a letter stating that this account is paid in full. They refused to cooperate. When we were in the process of paying off this account, they failed to disclose this information to us. I feel it is deceitful and purposeful to benefit them. It is of no benefit to me. By law they are supposed to send us a pay off letter within 7 days of receipt of the payment is my understanding according to 12 C.F.R. *******.

  Business Response

  Date: 04/07/2025

  April 7, 2025
  
  ******* *****
  ****** ***** *****
  ****************************************************
  
  Re: BBB Complaint Number: 23100480
  Loan Number: 3002392873
  Property Address: ******************************************, MD 21085
  
  Dear ******* ***** ***** and ****** ***** *****,
  
  We received the complaint referenced below and appreciate the opportunity to respond.
  
  Please be advised that when a mortgage loan is paid in full, it may take up to 30 days for the Paid in Full letter to be issued and delivered. However, in this case, we expedited your request as a courtesy to support your refinancing efforts. A copy of the Paid in Full letter is attached for your records.
  
  Should you require further assistance, please contact our ******************** at ************************************* or by mail *********************************************************** Box 165
  *****************-0165
  We appreciate your patience and the opportunity to address your ****************************************************************** is committed to providing you great customer **********************. Should you have any questions or concerns, please contact us at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (CT).
  
  
  
  
  Customer ***************************************************************************************************************************************************************************************************** NMLS#******
  PO Box *********************************************************************************** Ph: *************
  1st Tribal Lending Ph: *************
  Customer ********************** Fax: ************
  Access your account 24/7 at ****************************** or *****************************.  
  9873
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the **** Code, this statement is for compliance and/or informational
  purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, ************************************************* retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing,reproducing, distributing, disseminating or otherwise using this transmission.If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  
  
  
  

  Customer Answer

  Date: 04/07/2025

  I am rejecting this response because:   The release of Lien document states there is an error message and could not be opened for review. 

  Customer Answer

  Date: 04/07/2025

  I received the lien release in the mail so this complaint can be closed. I just opened the envelope. 

  Business Response

  Date: 04/08/2025

  Good morning, 
  
  We apologize that the previous documents were not accessible. Please find the corrected documents attached.
  Let us know if you need anything further.
  We appreciate your patience and the opportunity to address your ****************************************************************** is committed to providing you great customer **********************. Should you have any questions or concerns, please contact us at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (**).
  
  Customer ***************************************************************************************************************************************************************************************************** NMLS#******
  PO Box *********************************************************************************** Ph: *************
  1st Tribal Lending Ph: *************
  Customer ********************** Fax: ************
  Access your account 24/7 at ****************************** or *****************************.  
  9873
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the **** Code, this statement is for compliance and/or informational
  purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, ************************************************* retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing,reproducing, distributing, disseminating or otherwise using this transmission.If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  
  
  
  

  Customer Answer

  Date: 04/08/2025

  Consumer

  Most Recent Message

  Date Sent: 4/7/2025 9:43:03 PM
  I received the lien release in the mail so this complaint can be closed. I just opened the envelope. 

  Customer Answer

  Date: 04/08/2025

  Okay you can close the complaint. I am satisfied. Thank you for your assistance.

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to start by saying that my experience has been great, and I truly appreciate everyones efforts. I also understand this is a unique and complex situation.I am formally expressing concerns regarding our 2024 construction loan. The original construction amount was $74,082, with an additional change order of $6,733.25. While we received some draws, over $30,000 remains unpaid. A final inspection was scheduled for October, however in September ****** caused significant damage to our home. Despite fully paying off the loan in December using insurance funds, the final draw payment has yet to be disbursed.Additionally, the accounting records provided to me do not align with my own or my consulting firms, and the 10% holdback on each draw has not been properly accounted for. I have contacted customer **********************, the construction department, and accounting. While I appreciate that every department has tried to be helpful, I feel like I have been going in circles for months with no resolution. Accounting now requests documentation from my consulting firm for completed work, which is unreasonable as the work was destroyed by ******, making such records unavailable. Given that the loan is fully paid, it is unfair to continue withholding these funds.Furthermore, I was improperly charged interest for January despite submitting the payoff checks in December. The failure to stop accruing interest at the time of payment forced me to cover an additional months interest, which I find ************ this point, I am requesting immediate action to disburse the final amount to me without further delays, a review, documentation, and correction of the accounting discrepancies including the 10% holdback, and refund the improperly charged January interest.This matter has been ongoing for far too long, and I want it resolved so we can move on from the damage and disruption caused by ******. I would appreciate a prompt response with a clear resolution.

  Customer Answer

  Date: 03/19/2025

  Here is a statement from December 12th, 2024.

  Customer Answer

  Date: 03/19/2025

  I would like to drop the complaint as it has since been resolved.

• Initial Complaint

  Date:11/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have it set up where my taxes and insurance are included in my house payment and I recently found out that my home owners insurance was not paid for the past year and my insurance company that I had dropped me. Now I am told I have to pay over ****** more a month to have insurance because "I" am considered high risk which is completely unfair. I was paying my part but the mortgage company neglected to make my payment causing all of this mess. I am a single woman and I am barley getting by now as it is and the cost that they have put on me is causing a real hardship and I have no clue where the money went that I did pay them for my insurance

  Business Response

  Date: 12/16/2024

  December 16, 2024
  
  ***** ********,
  ***********************
  **********, *******;43701
  
                
  To ***** ********,
  
  Click n' Close, Inc. is proud to service your mortgage loan. We have received your complaint submitted through the Better Business Bureau (BBB) and appreciate the opportunity to assist you. Please find clarification below regarding your homeowner's insurance.
  
  Our records show that on June 29, 2023, our insurance department contacted State Auto regarding policy number **********.The agent transferred us to an automated system to verify the 07/20/******** premium amount of $1,759.11. The automated system confirmed that no balance was due at the time. On August 21, 2023, you contacted our insurance department regarding the premium payment. The insurance department was then informed of an outstanding balance of $1,759.11. We then spoke with your local insurance agent,who updated the mortgagee clause, and the policy was confirmed to be active from 07/20/2023 to 07/20/2024, with the premium paid in full on 07/20/2023. We received the policy renewal on August 28, 2023, and updated your loan accordingly.
  
  On July 5, 2024, we contacted your insurance carrier, but the automated system indicated that the policy had been canceled.Despite multiple attempts to reach a live agent, on July 8, 2024, the system again confirmed that the policy had been canceled. We left a voicemail requesting a copy of the invoice. On July 10, 2024, we spoke with an agent from your insurance carrier who advised us to send an email request for the premium billing invoice. We emailed the attached as a formal request for the premium billing invoice.
  
  On June 10, 2024, after receiving a call from your insurance company, you contacted our insurance department. Upon reviewing our escrow records, we found that a payment had been made, but the last disbursement was in July 2022. We asked you to send the declaration page to initiate the request for a disbursement.
  
  After reviewing the situation with your insurance agent, it was suggested by our Customer ********************** Department that if we received the bill for the ******** term, we could expedite the payment due to the mix-up and potentially reinstate your policy instead of rewriting it.Unfortunately, the agent confirmed that the policy could not be reinstated after being lapsed for a year, but they were working on securing coverage for you.
  
  
  
  On July 23, 2024, we sent you the attached letter stating that we had not received either a bill for payment or proof that the policy had been renewed. Our records showed that the hazard insurance coverage expired on 07/20/2024. We requested that you provide updated insurance information. On July 25, 2024, we received the policy from **************************** (policy number ******). On July 31, 2024, a check for $3,376.95 was sent to ****************************
  
  After completing the annual escrow analysis in September of 2024, we determined an escrow shortage due to an increase in your county taxes and homeowner's insurance. You were provided with the option to either repay the shortage monthly or pay it in full. If you chose to repay it monthly, the shortage of $2,513.95 was divided over 12 months, and $228.54 would automatically be added to your monthly payment starting November 1, 2024.Alternatively, you could repay the full shortage amount of $2,513.95 in a lump sum. Once the full escrow shortage is paid, your new monthly payment will be $1,134.29. Since the full shortage has not been received, the shortage of $2,513.95 has been divided over 12 months, increasing your monthly payment to $1,362.83.
  
  While this may not be the response you were hoping for, we trust that we have addressed your concerns. If you are experiencing a hardship due to this, you may request a mortgage assistance application to explore available options. If you would prefer to pay the remaining shortage in full, or if you have any questions or concerns, please contact our customer ********************** department at ************. Our offices are open Monday through Friday from 8:30 AM to 6:00 PM Central Time (CT).
  
  
  Thank you,
  
  
  
  
  Customer ***************************
  *****************************************************************************************************************
  ******************************************, ***.   NMLS#******
  PO Box 2229
  *****************-2229
  Click n'Close, *** Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at ****************************** or *****************************. 
  9830
  
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  
  
  
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the **** Code,this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Click n Close, ***. retains rights under its security instrument, including the right to foreclose its lien.
  

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ********************************************* for my mortgage collection, I've been mailing my payments by money order on time since I purchased my home. Receipts are kept and every ***** is accounted for. For the past 6 months or so I've been getting late charges and increases to my bill with no explanation, I've called numerous times over the span of that 6 months and have had arguments with customer ********************** about getting my bill corrected. Assured by then that this was going to get fixed and yet the next bill comes in and it's the same thing. Now I've gotten a letter stating that my account is delinquent and that it's going on my credit report for missing payments, I called... Again! And was made aware or the company mistake saying they got the payment on a certain date but it didn't post that payment for 2 weeks? I've asked to have this corrected and have asked for a manager to call me to rectify this situation and have yet to be called back that was 3 weeks ago. Now my credit report reflects ********************************************* mistake and has been reported that I am delinquent. My payments are tracked and I know the company has received these payments. Yet the errors keep continuing, 2 and a half years of me paying the same way and all of a sudden. I've been told by their collection department it takes the mail weeks to get there from **, but it takes 2 days to receive a delinquent letter printed 3 days prior? Unprofessional, discourteous to their customers and completely incompetent when it comes to customer **********************.

  Business Response

  Date: 09/27/2024

  To ******* ********,
  

  Thank you for reaching out and for your continued patience as we work to resolve your concerns. We sincerely apologize for the frustration and inconvenience this situation has caused.
   
  After thoroughly reviewing your account and payment history, we have identified the discrepancy with your August 2024 payment. While $530.00 was initially posted on 08/12/2024, we have since located the additional $500.00 payment through communication with our bank. This payment has now been correctly applied to your account, with an effective date of 08/12/2024, to ensure it reflects as on-time.
   
  We understand that this error has resulted in late fees and an incorrect delinquency report to the credit bureaus. Please rest assured, we are updating your account and will submit a correction to the credit bureaus with our next reporting cycle on 10/10/2024. The negative credit reporting will be addressed and removed.
   
  In addition, we are actively working with our payment processing teams and our bank to ensure that this issue does not reoccur. We understand the importance of accuracy in handling your payments and regret the repeated inconvenience.
   
  We also wanted to inform you that a Customer ********************** Manager attempted to contact you on 09/04/2024 but was unable to reach you. We apologize for any miscommunication and would like to schedule a time that is convenient for you to speak with a manager directly. Please let us know your availability, or feel free to contact our Customer ********************** Manager at ************. Additionally, if you would prefer, you may reach out to our ******************** at ***************************************************************.
   
  We truly appreciate your business and are committed to resolving this matter for you.

   

  Thank you,
  
  Customer **********************
  ***************************************************************************************************************** 
  Click n' Close, Inc,   NMLS#******
  PO Box 2229
  *****************-2229
  Click n' Close, Inc Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at ****************************** or *****************************.  
  9830
  
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the **** Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  
  

   

• Initial Complaint

  Date:08/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage company/escrow holder, sent me the attached bill. Not just the $2349 but also simultaneously raising my monthly payments by $50/month. They have raised my payments before but not to this extent. My taxes have not gone up, nor my insurance premium. Have contacted the *** by phone- sorry technical difficulties. Check website. Wrote them on said website no reply. At 81 this business intimidates me. I cannot deny legitimate charges and gladly pay. This bill is over the top with no explanation that makes sense to me. I would welcome any help you may offer.sincerely *******************************

  Business Response

  Date: 08/21/2024

  Dear *******************************,
  We are in receipt of the complaint submitted through the Better Business Bureau (BBB)Portal on August 7, 2024. We appreciate the opportunity to be of assistance.
  
  Thank you for reaching out to us regarding the recent changes to your mortgage payment and the associated escrow account. We understand that this situation may feel overwhelming, and we appreciate the opportunity to provide clarity.
  
  After a thorough review of your escrow account and the recent Annual Escrow Account Disclosure Statement completed on July 16, 2024, we identified a projected negative balance of -$1,976.92, effective September 2024. This negative balance was a key factor contributing to the current escrow shortage of -$2,349.31,which subsequently led to the increase in your monthly mortgage payment.
  
  To further explain, on page 2 of the Escrow Statement, under Table 2 (Escrow Activity History), it is noted that we originally projected your tax installments to be $488.66 each. However, the actual tax installments were $407.92. Additionally,while we projected the homeowners insurance premium to be $671.00 in September 2023, an escrow disbursement was made to ***************** on September ******, in the amount of $995.00 for the coverage period from September 23, 2023,to September 23, 2024. Shortly thereafter, on September 8 *****, another disbursement was made to USAA for the coverage period from September 1, 2023,to September 1, 2024.
  
  This resulted in a total of $2,143.35 being disbursed from your escrow account in 2023, whereas we had anticipated only $671.00. Typically, only one homeowner's insurance policy should be disbursed per year. If you have switched insurance providers, we recommend obtaining a refund from ***************** for the cancelled policy and depositing that amount back into your escrow account.
  
  We also acknowledge receiving a payment of $2,349.31 on August 13, 2024, which satisfied the escrow shortage. Your monthly mortgage payment has now been adjusted to $727.23. Although the escrow shortage has been resolved, the increase in your payment is primarily due to the rise in your homeowners insurance premium, which has gone from $671.00 annually (approximately $55.91 monthly) to $1,418.35 annually (approximately $118.19 monthly). This adjustment alone accounts for the $62.28 increase in your monthly payment.
  
  At this time, no further action is required on your part. However, we fully understand that navigating these matters can be daunting, especially when the information presented feels complex or overwhelming. We want to assure you that we are here to support you every step of the way.
  
  If you have any questions or require further clarification, please do not hesitate to contact our Customer ********************** Department at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (**). Our dedicated team is available to provide assistance, answer any questions you may have, and help you fully understand the details of your escrow account and ********************** payment.
  
  We sincerely appreciate your patience and understanding as we work through this matter together. Your satisfaction and peace of mind are of utmost importance to us,and we are committed to providing the assistance you need to feel confident in your mortgage services.
  
  Thank you for your continued trust in our company. We look forward to continuing to serve you.
  
  Thank you,
  
  
  
  
  
  
  Customer ***************************
  *****************************************************************************************************************
  ******************************************, **** NMLS#******
  PO Box 2229
  ****************-2229
  Click nClose, **** Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.clicknclose.com or www.1tribal.com.  
  9873
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the **** Code,this statement is for compliance and/or informational
  purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Click n Close, **** retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee.If you are not the intended recipient, you are prohibited from reading,disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential,privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses

  Customer Answer

  Date: 08/21/2024

  I have reviewed the business response and accept this resolution. I appreciate the help given to me by the better business bureau. Without you it's a grim world out there. Thanking Click & Close for their laying it out for me. Thanks to all I can go back to getting old.  Sincerely. *******

• Initial Complaint

  Date:04/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Company instists that they put the customers first (according to their phone answering system). But They do not. On February 20th I received a letter from ******************************************* Dated 2-12-24stating it was a second and final notice needing a copy of my Condo Association's Master Policy. I never received the first request. But I promptly submitted a copy of my Condo associations Master Policy and uploadeded on their website along with My Condo company did the same thing on 2-21-24. On 3-16-24 I received a letter from this company stating They were placing a Policy on my behalf with Integon National Insurnace Company. I promplty called on 3-16-24 and spoke with their insurance center and was advised that this policy was cancelled on 3-12-24 and I should have received a different letter stating this information. Then on 4-13-24 I received a letter From Click and Close again Which was an Annual Escrow Account Disclosure Statment stating that my Morgtage would be increasing over $300.00 because of a $1243.01 Condo Master Policy charge because they are claiming that I have not submitted the proper documentation, I have asked them to remove this charge and to refund the $1243.01 and they are still insting that my documentation has not been submitted. I have spent countless hours calling and waiting on hold and when I finally get someone no one in your office wants to resolve my problem, they only want to transfer me to different departments. If I had known that all this was involved when I refinanced I would have NEVER CHOSE THIS COMPANY. These practices are fradulent and not consumer friendly. This company does not care about their consumers. Please do not use them.

  Business Response

  Date: 04/26/2024

  Dear ***************************,
  
  We are in receipt of the complaint submitted through the Better Business Bureau (BBB) Portal on April 17, 2024. We appreciate the opportunity to be of assistance.
  
  Thank you for reaching out regarding the recent adjustments to your mortgage payment and the forced placed insurance on your account. We understand the importance of clarity and transparency in managing your financial obligations, and we sincerely apologize for any inconvenience this situation may have caused.
  
  Upon reviewing your account, we confirmed that a forced placed insurance policy from USAA General Indemnity Company was indeed implemented due to a discrepancy in the property address, specifically the unit number for your property was not included on the policy. This policy was effective from 07/01/23 to 07/01/24. However, we have since received proof of coverage from your ********************************** (HOA) Master Policy in April 2024,prompting us to refund the amount disbursed for the forced placed insurance back into your escrow account. This refund, totaling $1,243.00, was processed on April 22, 2024.
  
  In light of these adjustments, an escrow analysis was conducted on April 24, 2024, to ensure accurate billing moving forward. As a result, your new escrow analysis statement will be generated and mailed to you within 7-10 business days. According to the analysis, there is an escrow shortage of $430.88, which has been factored into your new monthly mortgage payment. Your revised payment, inclusive of the escrow shortage, is now $787.34 effective June 01, 2024.
  
  We genuinely appreciate your patience and understanding throughout this process. Your satisfaction is of the utmost importance to us, and we are committed to providing you with the highest level of service. Should you require any further assistance or have additional concerns, please do not hesitate to contact our Complaints Inbox at ********************************************************** You may also contact our Customer ********************** Department for additional assistance at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (**). We are here to help and ensure that your mortgage experience remains as smooth and hassle-free as possible.
  
  .
  
  
  
  Thank you,
  
  Customer ******************************************************************************************************************************************************************************************* **** NMLS#******
  PO ********************************************************************************** **** Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.clicknclose.com or www.1tribal.com.  
  9873
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code,this statement is for compliance and/or informational
  
  
  purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Click nClose, **** retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee.If you are not the intended recipient, you are prohibited from reading,disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential,privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  

  Customer Answer

  Date: 05/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Click n' Close Title, LLC, my mortgage servicer is unprofessional, difficult to work with, and I servicer I recommend you don't work ************************************************* mandates my condo carries a certain level of insurance and automatically places hazard insurance if they cannot prove my condo's policy meets their requirements. While many mortgage services will preemptively call condo owners or condo management companies, ******************************************** Title, sends increasingly threatening letters and makes condo owners manage the process on their own.Twice a year, ******************************************** flags my condo insurance as not meeting their requirements. This happens seemingly arbitrarily. When my account is flagged, I spend hours working with ******************************************** and their Insurance Service Center to get them my condo's master insurance policy. In the best case, they accept my documents. In other cases, their Insurance Service Center loses the documents, asks me to re-send, sends more letters, and goes ahead and places hazard insurance on my account.This is confusing, unprofessional, and ridiculous behavior my a mortgage servicer. In the time and energy they put into fielding my phone calls to them and their ***************** they could spend 5 minutes looking up the policies I have repeatedly sent them.******************************************** will probably respond to this complaint that their Insurance Service Center has talked with me and that I can call their customer ********************** department. They won't mention that they have repeatedly lost my paperwork AND that I've spent hours trying to reach their customer ********************** department - often without getting through to an agent.

  Business Response

  Date: 03/20/2024

  Dear ***********************,
  
  We are in receipt of your complaint submitted through the Better Business Bureau (BBB) on March 11, 2024. With respect to the misunderstanding you detailed in your inquiry, we recognize that we may not have been sufficiently clear in our prior communications and appreciate the opportunity to clarify the matter.  
  
  Please be advised that a lender-placed policy was placed on your loan due to the absence of documented proof of insurance for the home loan. As outlined in the loan agreements, it is imperative to uphold sufficient hazard insurance coverage, with ******************************************* necessitating satisfactory evidence of this coverage. This requirement is implemented as a precautionary measure to protect both your interests and ******************************************* in the property, ensuring continuous and adequate coverage against any potential damages. The initial policy submitted did not have sufficient coverage.
  
  Correspondence was sent to inform you about the expiry, cancellation, or non-renewal of the previous policy and requested that you or your insurance agent furnish evidence of the existing policy to prevent us from obtaining coverage. Upon receiving the appropriate evidence, is when we would terminate the lender-placed coverage and reimburse the unearned portion of the premium. Our records indicate that you spoke with an insurance agent on February 26, 2024, concerning the insurance. On March 11, 2024, we received the declarations page for Great American Insurance, and we requested to remove the lender-placed policy, issue a refund if needed, and analyze the escrow account. 
  
  We apologize for the difficulties you may have encountered when reaching our Customer ********************** Department. *******************************************, **** is committed to providing great customer **********************. Should you have any questions or concerns, please contact us at ************. Our offices are open Monday through Friday from 8:30 AM to 6:00 PM Central Time (CT).
  
  Thank you,
  
  Customer **********************
  ************************************************************************************************************
  Mid America Mortgage, Inc.   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Mid America Mortgage Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.midamericamortgage.com or www.1tribal.com.  
  9830
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  
  

• Initial Complaint

  Date:03/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/2023 I contacted them regarding senior tax exemption approved on my property. They asked for the County approval letter. I provided the letter. They acknowledged they received the letter. I have called twice but they don't have an answer for me yet. I am an elderly retired person wondering why it's taking so long to receive the benefit Adams County already is giving me.

  Business Response

  Date: 03/19/2024

  Dear *****************************,
  
  We are in receipt of your complaint submitted through the Better Business Bureau (BBB) on March 06, 2024. We appreciate the opportunity to be of assistance.
  
  We Sincerely apologize for the delay in updating your tax lines and the inconvenience this may have caused you. We understand the importance of timely and accurate updates, and we regret any frustration this situation may have caused.
  
  Upon investigation, we identified a system issue that resulted in the delay of verifying your senior tax exemption with Adams County. We have since rectified this issue and confirmed with the tax assessors office that your senior tax exemption has been recognized, leading to a tax reduction. The estimated tax amount for the year 2023, payable in 2024, is $1,629.44.
  
  To ensure accuracy, we have conducted a new escrow analysis considering the tax exemption. As a result, your mortgage payment will be adjusted to $780.55,effective 04/01/2024. Additionally, we have identified a surplus in your escrow account amounting to $2,606.43.
  
  We have initiated the process to issue a surplus check to you,numbered *********, in the amount of $2,606.43. Please expect this check to be mailed to you within 30 days from the analysis date, 03/12/2024.
  
  Should you have any further questions or concerns regarding this matter, please do not hesitate to reach out to our *************************** at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (CT). We are committed to ensuring your satisfaction and appreciate your understanding in this matter.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience as we resolved this issue promptly.
  
  
  
  
  
  
  
  
  
  Thank you,
  Customer ************************************************************************************************************************** **** NMLS#******
  PO Box 2229
  *******, ** ********************************************************** **** Ph: **************
  1st Tribal Lending Ph: **************
  Customer Service Fax: ************
  Access your account 24/7 at www.clicknclose.com or www.1tribal.com.  
  9873
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code,this statement is for compliance and/or informational
  
  purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Click nClose, **** retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee.If you are not the intended recipient, you are prohibited from reading,disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential,privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  

  Customer Answer

  Date: 03/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your representative totally unprofessional. During the entire transaction I had to keep asking the representative to repeat the information because of the loud crying of a baby. I have never had this kind of poor representative at a business. I finally called get another representative and got the information I needed.

  Business Response

  Date: 03/11/2024

  Dear *******************,
  
  We are in receipt of your complaint submitted through the Better Business Bureau (BBB) on February 04, 2024. We appreciate the opportunity to be of assistance.
  
  We understand that the level of service we provided did not meet your expectations. We want to provide you with the level of service you expect and deserve. We assure you that senior management is aware of your experience and that we view your feedback as an opportunity to evaluate and improve the service we provide to all ************************************************************** **** is committed to providing great customer **********************. Should you have any questions or concerns, please contact us at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (CT).
  
  
  Thank you,
  
  Customer **********************
  *****************************************************************************************************************
  **********************   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Mid America Mortgage Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.midamericamortgage.com or www.1tribal.com.  
  9830
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.

• Initial Complaint

  Date:01/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incompetent company when it comes to making sure premiums are paid on time and for the correct amount for hazard insurance causing me the client who pays my mortgage in good faith monthly have to jump through hoops for something they are supposed to do. Then find out on top of that they jacked my monthly payment up ****** for next month on a fixed rate mortgage so who knows what that is for. Would never do business with them again.

  Customer Answer

  Date: 01/10/2024

  I have been trying to get them to answer a simple question regarding whether they ever fixed my hazard insurance and since I filed the complaint their only response is it will be answered in the complaint. I work hard for what I have and all I want is to pay my rightful bills without having to worry that my mortgage company can't handle a simple escrow account and pay the invoice correctly in a timely manner. I didn't ask for it to be included in my mortgage they said it had to be

  included so the least they could do is get it correct.

  Business Response

  Date: 01/17/2024

  Dear *****************************,
  
  We are in receipt of your correspondence submitted through the Better Business Bureau (BBB) Portal on January 04, ****. We appreciate the opportunity to be of assistance. 
  
  Our records indicate that the remaining $26.40 was disbursed from your escrow to complete the flood insurance premium on January 05, ****. Please be advised that an escrow analysis was conducted on January 05, ****. Your previous payment amount was $506.30, which included your principal and interest of $427.49, your escrow amount of $71.98, and a shortage amount of $6.83. Your new payment amount is $577.28, which includes your principal and interest of $427.49, your escrow of $74.18, and the shortage amount of $75.61. 
  
  In November ****, your escrow account will be negative $759.00. You are required to have $148.36 in your account as a cushion. Due to the anticipation of escrow going negative, that is causing the shortage amount of $907.36. In order to keep your account from going negative, we have the shortage amount of $907.36 divided by 12 which equals $75.61. If you are able to pay the shortage in full it lowers your monthly payment to $501.67 because your account is no longer anticipated to be negative. The $501.67 is your principal and interest of $427.49 plus your escrow payment of $74.18 without the shortage amount of $75.61. Please reference the attached Annual Escrow Account Disclosure Statement for further details. 
  
  We understand that the level of service we provided did not meet your expectations. We want to provide you with the level of service you expect and deserve. We assure you that senior management is aware of your experience and that we view your feedback as an opportunity to evaluate and improve the service we provide to all ************************************************************** **** is committed to providing great customer **********************. Should you have any questions or concerns, please contact us at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (CT).
  

  
  Thank you,
  
  Customer **********************
  *****************************************************************************************************************
  **********************   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Mid America Mortgage Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  
  
  
  
  Access your account 24/7 at www.midamericamortgage.com or www.1tribal.com.  
  9830
  
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.