Consumer complaint received 2018-08-24
Company: Neighborhood Assistance Corporation of America ("NACA")
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX I began the process of applying for a loan via the NACA program. In my very first meeting things went well until I provided my income. I have worked my way out of poverty to the place that I am now, at no point has it been an easy road. Because my income was more than what they liked to see, the rep immediately began to brush me off. I provided all required/requested documents same day or within 24 hours of the request. Despite my responsiveness, weeks ( 2 -4 ) would go by without an update or progress on my file. Every 2 -3 weeks I have been asked to send the same documents, but updated based on the new month. Still I would not receive a response for 2 or so weeks to confirm receipt or progress. Each and every time I have to escalate things just to get a response. I have asked to change mortgage officers but that has not happened. I've reached out to management ( ceo & regional manager ) none of which responded. The branch manager does respond but only to ask me to send the same items that I provided to the mp. The entire time the mortgage professional discouraged me from using the program, repeatedly telling me its for " low income '' individuals. 4 months later, I was still not approved, still being asked to send the same documents ( once again ), and still escalating to get a response/update on my loan. The mortgage professional finally responds to tell me that the guidelines have changed and higher income individuals will be limited to where they can live and lower to moderate income individuals can live anywhere they choose. He advise this was the CEO 's decision due to the default of higher income home owners. The mortgage professional provided me with the email the CEO sent to staff. I was appalled as it refers to higher income individuals as " non-priority members. '' It also states how we are to be handled ( dismissively ), as well as the limits that are going to be placed on us due to our income ( which is discriminatory ). Now we are 6 months in and I have still not received an approval. I was told last week I would have it by Tuesday, but as of today nothing. I have emailed and called but still no response. I finally received a reply and the rep told me that he has not had the opportunity to review my file ( its been 1.5 weeks ). Now we are at the end of another month and I am no closer today than I was in XX/XX/XXXX. I was also told that I would have to buy down the rate by 2 points to be approved due to lack of assets. I have over {$130000.00} which I provided to verify assets. Not to mention I have saved approximately {$1600.00} per month thus far this year. The mortgage professional did not give this information to the Underwriter which delayed this process 2 more months. So far they have done everything in their power to discourage me from purchasing my first home via the NACA program, all because I worked hard to have a decent paying job. Please advise if you would like a copy of the email sent by the CEO to staffers talking about disparaging treatment to higher income house holds. This program is supposed to help minorities and immigrants who are discriminated against, as well as low to moderate income wage earners. However if you fall into what they consider a " high income '' household, they do not try to help you, they actually discourage you from using the program. This has been an absolutely horrible experience.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation