Consumer complaint received 2023-12-08
Company: Neighborhood Assistance Corporation of America ("NACA")
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
The CRA ACT was violated by the company, as they engaged in deceptive and misleading practices. On XX/XX/XXXX, I attended a seminar where I was informed that NACA guarantees the lowest interest rates in the country. To my surprise, the XXXX XXXX XXXX attempted to influence us to vote for a specific political party, which seemed out of place as I had come to learn about the mortgage company and its offerings for the middle class. Despite being qualified, I received a defective government tablet for prequalifying, which required me to provide pay stubs and tax statements. The next step was to schedule an appointment with a mortgage counselor, which I did for late XX/XX/XXXX. However, the counselor failed to join the scheduled XXXX  call. After contacting the office, I discovered that he was not present as he was on his lunch break. Patiently, I waited for 45 minutes before calling again. XXXX XXXX, the counselor, then sent another XXXX  email stating that he had taken an extended lunch and forgotten about the call, even though it was supposed to be in his calendar. I was extremely disappointed when he quickly reviewed some of my documents and abruptly stated that he had to go as he had another client. Shocked, I didn't say anything and he abruptly ended the XXXX  call. I reached out to his manager, XXXX XXXX, expressing my desire to change counselors due to the negative experience and language barrier. However, XXXX referred me to the customer service number, stating that only he had the authority to switch managers. Despite cc'ing XXXX in all my emails, he never responded to me. Moving forward, I included XXXX and XXXX XXXX in all correspondence with XXXX, which seemed to upset him and make him dismissive of my case. He questioned why I included his boss and others in the emails. I explained that he hadn't been responding or providing me with status updates, despite me providing all the necessary information. XXXX 's attitude became rude and dismissive, and he appeared unwilling to assist me. I sent all the requested information to the underwriter, including the details of the house I wanted to purchase. After writing several letters, I finally received approval, but the amount was significantly lower than what I had expected and couldn't cover my expenses. 



The company violated the CRA ACT, engaged in deceptive and misleading practices. On XX/XX/XXXX i attended a seminar in which I was told NACA guarantees the lowest interest rates in the country. The XXXX XXXX XXXX tried to encourage and influence us to vote for a particular party for his own interest which was weird because i came there to learn about the mortgage company and what it provides to middle class. I was qualified and they gave me a government tablet, which was defective for prequalifying by providing pay stubs and tax statement. The next step was to schedule appointment for mortgage counselor which i did for late XXXX XXXX. The counselor did not come to the XXXX  call, I called the office and it appears he wasnt at the office instead he was at lunch. I waited patiently for 45 minutes then called and XXXX XXXX sent another zoom email and said that he took an extended lunch, he forgot about the call which suppose to be in his calendar. I was so disappointed because he reviewed some of my documents quickly and said abruptly after 30minutes that he has to go he has another client. I was so shocked i did not say anything and he hung up the XXXX  call. I emailed his XXXX XXXX XXXX about changing counselor due to negative experience and language barrier. XXXX referred me to the customer number to call, which they told me only XXXX can switch managers. I have cc XXXX in all emails and he has never responded to me. Fast forward, once I cc diego and XXXX XXXX in all correspondence with XXXX, he became upset and dismissive of my file. He told me why do u include my boss and everyone in the email. I said because you dont respond nor call me back with status update although I provided all the information to you. XXXX became rude and dismissive and appeared to not what to help me. I sent all the information he requested for the underwriter and including the house I offer i did on a house i wanted. I wrote several letters and finally got approved but it was very a much lower amount that i couldnt even buy a poodle with {$1200.00} a month let alone a home. XXXX, told me I need to have my sister send the money back I lend her for medical expenses and tell the title company to send back earnest money to my account because i can only use their title company. XXXX is aware that i have four investment accounts and three savings account with more than XXXX however, he said he doesnt care if i had XXXX dollar in the bank i wont qualify until i have the money sent back. I arrange to have my sister send the money back. I also called the title company and my realtor and they reached out to NACA title company XXXX XXXX who informed them that they dont have to send the money back to my account. They said they will call XXXX to resolve, to my dismay XXXX yelled at the woman and told her no matter if you send the money back, XXXX WONT BE ABLE TO BUY THAT HOME, SHE CANT AFFORD IT. the woman called my realtor and I was on the phone she was like XXXX was very disrespectful and rude and made it clear that I do not qualify for the home now or in the future. This is different from what he told me which is have the money sent back and i would qualify for the home. XXXX have been slapdash, deceptive, and rude during the entire process. In dismay and sadness, I called XXXX  XXXX XXXX who approved their mortgage and got qualified for a mortgage right away. Im now a homeowner with a different lender, had I listen to XXXX remarks to another individual stating that I can not afford the home, I would be XXXX. XXXX has caused me stress, confusion, sleepless nights and upset. Who needs a mortgage counselor who uses retailatory deceptive practices to hurt a consumer. Another practice they do is before you get qualified you must placed a positive review on XXXX, which to me is deceptive especially the process isnt complete and the experience isnt accurate. 

I had XXXX debt and salary is {$75000.00} a year with XXXX in bonus with no children or loans. Also saved in investments over XXXX and he said i couldnt afford a home valued at $ XXXX, this news was disheartening and wrong since i was approved with four other lender including the lender that funded them ( XXXX XXXX XXXXXXXX )

Company response to consumer: Closed with explanation