Consumer complaint received 2016-04-11
Company: Neighborhood Assistance Corporation of America ("NACA")
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I used Neighborhood Assistance Corporation of America ( NACA ) to obtain a fixed rate mortgage from XXXX XXXX XXXX. I begin working with NACA in XXXX XXXX. I signed a contract on a home ( new construction ) XX/XX/XXXX. I received my loan estimate from XXXX on XXXX/XXXX/XXXX ( Copy of email Attached ). I was fully approved and met all of my conditions for my mortgage in XXXX XXXX. I also locked in my rate at 3.75 %. I was assigned the loan number # XXXX. I received an email from a NACA employee on XX/XX/XXXX stating that once the home is complete I will be clear to close ( copy of email attached ). I touched bases with XXXX in XXXX XXXX. He responded on XX/XX/XXXX that I needed to update him when the home was completed to prepare for the closing process ( copy of email attached ). XXXX provided me with a closing date of XX/XX/XXXX on XX/XX/XXXX ( copy of email attached. ) I received an email from another department of NACA telling me that I had no bank application on file at all ( copy of email attached ). I emailed XXXX on XXXX/XXXX/XXXX to ask him why I did n't have a bank application on file XXXX weeks before my scheduled closing ( copy of email attached ). He never responded. I left numerous voicemails, called NACA 's main office and never received a response. I took off of work on XXXX/XXXX/XXXX to go to the NACA office to find out what was going on. I was told by XXXX that there was a " glitch '' in the system and I had to do my entire loan approval process again and there was no way that I would close on XXXX/XXXX/XXXX, my credit has taken a nose dive as an effect. However, in my NACA webfile, it says that my loan was cancelled out but no one will tell me why ( screen shots of NACA webfile attached ). Also, no one from NACA ever picked up the phone to call me or email me to tell me what was going on with my file. No one responded when I inquired. I spoke with several NACA national directors and no one would tell me what happened to my original loan approval. I cc 'd the CEO XXXX XXXX on several emails and he never chimed in. XXXX national XXXX, XXXX XXXX, told me that he does n't have the time to look into what happened with my file. XXXX also told me on 2 occasions to let the home go and back out of the contract. I closed on my home on XXXX/XXXX/XXXX. The builder was going to impose a XXXX % late fee, but out of generosity to me, they waived it. My ordeal with NACA and XXXX XXXX XXXX was a consumer nightmare. According to NACA 's reviews, this is typical and unfair to consumers. The lack of customer service and mortgage knowledge is unacceptable. I need to know what happened to my original fully approved loan ( # XXXX ) and I need a letter written to all XXXX credit bureaus to explain that the additional hard inquiries were no fault of my own. 
During my entire time dealing with NACA, I never once had access to my loan processor at XXXX XXXX XXXX. This process is not fair. When NACA was mishandling my application, I could not even speak to a representative at XXXX XXXX XXXX for assistance. Their process is to refer consumers back to NACA. I plan on taking as much legal action against NACA, NACA individual employees, and XXXX XXXX XXXX as I can lawfully do.

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