Consumer complaint received 2019-05-13
Company: Neighborhood Assistance Corporation of America ("NACA")
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Below is my complaint about discrimination submitted to NACA on XX/XX/XXXX. I never received a call back or follow-up. On XX/XX/XXXX I contacted member services and spoke with XXXX XXXX who acknowledged that the complaint was received but stated the complaint was sent to the Office Director, XXXX XXXX the person I complained about and it should have been routed to Regional Manager, XXXX but was unsure why it was not ( is anyone surprised this woman did not forward the complaint about herself to her manager? ). XXXX XXXX assured me she would reach out to XXXX and XXXX about my complaint and call me back. At this time, I also requested a national counselor to continue the program outside of the National Office. On XX/XX/XXXX I called back and I received the same member services represetnative, XXXX XXXX again. I asked her again to set up an appointment with a national counselor and she took down my requested times and told me to look for an email with an appointment. Half hour later after this call, XXXX XXXX calls me back and states that the Office Director,  XXXX XXXX would not release my file citing program incompatibility ( I have a recording of this conversation ). I informed her I met all criteria and had paid membership dues and that the woman I filed a complaint about should not have authority over my credit worthiness. XXXX XXXX went on to inform me that this decision was not just from XXXX but Regional Manager, XXXX due to the fact that I had filed a complaint with the Colorado Division for Civil Rights. This is unlawful to deny services for filing a government complaint they had ample time and opportunity to resolve and their actions since the complaint is a certain admission of guilt. The email is below : Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : XXXX NACA XXXX   complaint My name is " Member '' and I would like to file a complaint against XXXX XXXX and request an urgent, formal review by someone outside of the XXXX office of my file. 

To simplify my complaint I am going to summarize : 1. Upon initial meeting with NACA I was told I qualified for {$450000.00} then that number has steadily decreased since meeting with the XXXX office all the way down to {$160000.00} yet my income nor my debts have not changed only refinanced my car to a lessor payment 2 ) Every time I meet with XXXX I am treated like a defendant instead of a member. She insisted that my hourly wage is overtime despite having the paystubs in front of her, that I was lying about my 401k allowing me to use the funds for a home purchase as a withdrawal and not a loan, repeatedly telling me I dont have the required documents and having me email them, upload and more 3 ) She told me that we have to go with income from prior employment because I changed jobs a few times in XXXX while fleeing a XXXX XXXX situation. This does not support NACAs workshop information 5 ) She inquires about the NSFs in my account from XXXX I brought to her attention in XXXX and I told her the reversals were in my XXXX statement as it was a bank error. She never looked and told me to go and get a letter. My bank had already told me this would be sufficient for any lender and declined my initial request. I asked her if she had ever seen such a letter and she told me no that it was necessary and refused to look at the statements 4 ) She insisted that I have to put down a dollar amount for medical expenses in my budget despite telling her that my employer funds a FSA and HSA out of our payroll so I never incur these expenses. She insisted that I put down something, I told her {$1.00} and she insisted on {$10.00} so i told her I am done with this process and left promptly and told her I would not be back. 




I felt a prejudice from her during our appointment in XXXX in which she required that I go through a 3rd Intake process after learning my wages and where I reside. 

I have been through intake 3 times! I brought everything she asked and she still insists that I do not have my MRF but I am currently sitting on {$5900.00}! 

I wonder how many people have walked away from their dream when they really did not have to? Please review my file, I would love to be a NACA member but am considering the traditional route now.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation