Consumer complaint received 2019-07-18
Company: Neighborhood Assistance Corporation of America ("NACA")
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am contacting you regarding an ongoing challenge that I have been experiencing in the NACA XXXX office. When I decided to buy a house I was advised that NACA was a  wonderful organization that would assist me in pursuing the American Dream of buying a home. I excitedly contacted them and started the process and now 2 years later I am still in the process. 
Please find below the chronological order of my experiences with NACA and an explanation as to why I'm contacting you today. 

My NACA Home Buying Process Timeline : - XXXX : went to interest meeting and signed up for mortgage counselor meeting. 
-XX/XX/XXXX : I met with my assigned NACA counselor XXXX XXXX who automatically decided that since I was living with my parents ( although I'd lived on my own many times ) that I need to wait at least 6 months to show a savings pattern and get comfortable paying bills. Our next meting was scheduled XX/XX/XXXX. During the 6 month waiting period I reached out to Mrs. XXXX multiple times as well as submitted documentation proving that I'd exceeded my savings requirement for my minimum required funds and to asked that she reconsider her 6 month waiting period decision to no avail. 
- XX/XX/XXXX : I canceled my meeting with Mrs. XXXX and attended a NACA pre-approval event where I'd hoped to become NACA qualified as I'd paid off all of my credit cards and exceeded my savings requirement however, I'd claimed a business expense on my taxes and unfortunately was denied. I was given the option to amend my taxes or wait and try again after I'd filed my XXXX taxes. I elected to wait, file my taxes and schedule a meeting with my then counselor XXXX XXXX. 
- XX/XX/XXXX : My mother and I met with Mrs. XXXX who was extremely condescending and during the meeting after stating a lower mortgage amount than was originally quoted she flippantly said that she was new and had done the math wrong with the implication that there was nothing I could do about it. I immediately stated that I wanted another counselor to which she quickly escorted my mother and I out of her office in an uproar. I explained what occurred during the meeting and was assigned a new counselor XXXX XXXX. 
XXXX XXXX, XXXX ( continued ) : My initial meeting with Mrs. XXXX was a little bumpy at first as she elected to proclaim how Mrs. XXXX had followed protocol and did what she was supposed to do. To which I stated that I understood they were friends I'm just trying to matriculate my file. She quickly walked back her statement, looked at my file and submitted it to be NACA qualified without requesting any additional documentation. 
XXXX XXXX, XXXX : Mrs. XXXX stated that I was denied and need to provide a litany of documents of which had never been requested of me. I provided all requested documentation however, the process of getting my employment verification took longer than expected and the submission of my file was pushed back. 
-XX/XX/XXXX : My employment verification and all other needed documents were submitted and I was told that my file would again put up for review for NACA qualification. 
-XXXX XXXX : After continuously getting the run around from my counselor I called NACA 's Headquarters and spoke to a wonderful woman Mrs. XXXX who worked hard on my behalf and finally after days of phone calls found away to get my file submitted. Mrs. XXXX was out of the office from XXXX XXXX XX/XX/XXXX, during which time my file laid ideal. 
XXXX XXXX, XXXX : I met with Mrs. XXXX who stated that I'd been declined again citing that my bank statements and letters lacked sufficient detail and requested that I write more detailed bank activity letters. I emailed all requested revised letters and statements on or by XX/XX/XXXX. 
XXXX XXXX, XXXX : Met with Mrs. XXXX again who asked for the revised and updated bank letters. I resubmitted the same documents that I'd originally submitted on XX/XX/XXXX and she submitted my file. 
-XXXX XXXX, XXXX : I am finally NACA qualified for {$370.00} far below the {$420.00} I'd been required to save. I original began my home search with a non- NACA realtor as I was told by the NACA Red operator after I called, for the 2nd time in a 2 day span, to request to be assigned a NACA realtor to " not call back they will call me ''. To date I am still waiting for that phone call. 
-Late XX/XX/XXXX : After reaching out to XXXX XXXX , the XXXX regional manager,  who put me in touch with Ms. XXXX XXXX , a NACA realtor, who was willing to advise me and couch me through the City of XXXX grant even though at the time I'd signed with a none NACA realtor. Needless to say my outside realtor wasn't prepared for NACA 's  systems so we parted ways and I selected Ms. XXXX as my realtor. SHE'S A GIFT FROM GOD!!! She deserves to get paid for all her work! 
-XX/XX/XXXX : Ms. XXXX finds the PERFECT home for me. 
-Still Early XXXX : Ms. XXXX worked with XXXX to increase my payment, we put in an offer the offer is accepted and I begin requesting a meeting with Mrs. XXXX for my Credit Access meeting. 
XXXX XXXX, XXXX : Contracts are signed all inspections have been schedule, completed and submitted by XX/XX/XXXX. 
XXXX XXXX, XXXX : Credit Access meeting, I submit all requested documentation via email as well as printed hard copies and by XX/XX/XXXX all notarized documents as well as stamped back activity and paycheck stubs were submitted to Mrs. XXXX . 
XXXX XXXX : Sent a follow up email to Mrs. XXXX inquiring about my Credit Access approval. Mrs. XXXX never responded to the email. 
XXXX XXXX : Called to inquire about the status of my Credit Access and was told that the Underwriter was on vacation and would return the following week. In addition, I emailed my Mrs. XXXX asking if there was any addition documents needed. 
XXXX XXXX, XXXX : Mrs. XXXX send and email stating that she's waiting for her regional manager to help her with my file however, she neglected to state the reason for the denial. 
XXXX XXXX, XXXX : Called to make an appointment with Mrs. XXXX per my NACA web-file and was told she a on vacation and would return until Monday XX/XX/XXXX. 
XXXX XXXX, XXXX : Mrs. XXXX emails me requesting my XXXX paycheck stubs, the very same stubs I'd emailed prior to our Credit Access meeting and brought physical copies to the meeting which were scanned into to system by Mrs. XXXX . I emailed scans of the check stubs. 
XXXX XXXX, XXXX : Mrs. XXXX emails me once again in reference to the check stubs stating that the email sent on the XXXX wasn't legible. I sent her the check stubs again as well as reiterated when I'd begin working in XXXX, a topic thoroughly covered during our meeting XX/XX/XXXX and subsequent email on XX/XX/XXXX. 
XXXX XXXX XXXX : I begin a phone campaign to speak to anyone in the power to assist me with file. While on the phone with the XXXX office Mrs. XXXX emails me now requesting XXXX paycheck stubs and further prof of my employment. I respond and send a letter from my direct supervisor and stated that I'd email a copy of my check the subsequent day. Mrs. XXXX stated the letter would suffice. 
XXXX XXXX, XXXX : I email Mrs. XXXX a copy of my XXXX paycheck. She replies that the image is blurry and request that I bring the documents in to the offices. Wanting to resolve this matter as quickly as possible, I brought the requested documents to NACA office. During the meeting Mrs. XXXX stated that she couldn't except the copy of my XXXX paycheck from the bank ATM, a document she willingly excepted in our XXXX XXXX meeting, and instead had me print out the a copy of my XXXX paycheck and uploaded the copy again ( upload # 2 ) Additionally, she stated a new condition I'd need to meet to qualify for the loan, I'd need to contribute {$5000.00}. I agreed and we closed the meeting with Mrs. XXXX stating that we should hear something Friday no later than Monday. 
XXXX XXXX, XXXX : XX/XX/XXXX I called the NACA XXXX office and was informed by XXXX at the front desk that as a practice the counselors frequently tell the members a misleading wait time for approvals to pacify the members and that I'd likely be waiting for weeks. I email Mrs. XXXX about the status of my file she replies there are no updates. 
XXXX XXXX, XXXX : I email Mrs. XXXX about the status of my file, she doesn't respond XXXX XXXX, XXXX : I begin a phone campaign to speak to anyone in the power to assist me with file. I speak to a number of people in the company who instruct me to call and email various higher-ups as well as my closing counselor. I dutifully follow the instructions as well as email my Mrs. XXXX. My email wasn't returned. 
XXXX XXXX, XXXX : I begin a phone campaign to speak to anyone in the power to assist me with file this time I am directed to contact Member Services. I call Member Services and begin to go through the litany of issues I've encountered with my Mortgage Counselor,  Mrs. XXXX, who calls during my conversation with Member Services to confront me about my statements. She goes on to state that my file had again been denied without an explanation as to why. She went on to state that Mr. XXXX was involved and the issue might be " escalated ''. 
XXXX XXXX XXXX co n't : XXXX XXXX. : I reached out via email concerning my {$5000.00} agreed upon contribution as there was no mention of it in my file. I thought perhaps this might be the reason my file was denied. 
XXXX XXXX. : Mr. XXXX emails me and states the notation is in the file and " the file will be approved once they have documentation to demonstrate my income will continue after the summer break. " XXXX XXXX  : I respond to the Mr. XXXX 's email stating my excitement as well as attaching the letter from my supervisor, submitted XX/XX/XXXX. 
XXXX XXXX. : Mrs. XXXX emails me now requesting " 1. Living with family letter ( resubmitted during XX/XX/XXXX Credit Access meeting ) 2. We need a legible copy of the XX/XX/XXXX statement and the account activity from the last day 3. There is a payment for human benefits I will need a letter of explanation. '' Adding that I'd need to bring these documents to her on XX/XX/XXXX at XXXX XXXX. 

The most current directives are vague at best and impossible. How am I to get the requested documents, once I'm clear as to what those are, from the bank which opens at XXXX XXXX. and meet Mrs. XXXX at XXXX XXXX.? Despite my best efforts to comply Mrs. XXXX 's ever evolving requests she continues to be a hindrance, and an obstructionist who's unwilling to advocate on my behalf. Mrs. XXXX 's tactic appears to continuously request already submitted documents, provide the least amount of information possible, all while feigning to be my champion. 

There appears to be a culture of disservice, dishonesty and indifference in the NACA XXXX office.It 's becoming more and more apparent that although NACA was designed to assist priority members that is the last thing we are afforded.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation