Consumer complaint received 2025-11-24 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Neighborhood Assistance Corporation of America ("NACA")
State: CA

Complaint narrative:
I am filing a complaint regarding serious and repeated issues with the Neighborhood Assistance Corporation of America ( NACA ), including misrepresentation of program terms, contradictory instructions, unexplained delays, inconsistent underwriting requirements, and unjust disqualification after approval. 
I became a NACA member in XXXX and was not qualified until XXXX XXXX years later. I was given a six-month qualification window ( expiring XXXX XXXX, XXXX ). During this time, I entered multiple contracts, submitted properties for review, and paid required NACA inspection fees. 
In XX/XX/XXXX, after months of activity, NACA abruptly revoked my qualification without notice or guidance. My counselor questioned my XXXX tax filing, despite prior confirmation that filing an extension would NOT affect my qualification. For nearly six months, I was never informed of any risk, policy change, or requirement. 
I re-entered qualification in XXXX and am now in contract again. My PSL was submitted XX/XX/XXXX, and I signed a purchase agreement on XX/XX/XXXX. However, NACA has : failed to update my XXXX since XX/XX/XXXX failed to update my affordability provided contradictory action items requested employer documents then stated they were not needed repeatedly canceled meetings left me without guidance despite an active contract and urgent deadlines These delays place my purchase at risk.

NACA publicly advertises no closing costs, no lender fees, credit does not matter, and a 2835 day streamlined closing. However, I was told that closing funds and a 10 % contingency fee were required, that credit history mattered, and that the timeline was significantly longer. Many property types NACA says are eligible are not available in California. 
This appears to be a pattern of unfair, deceptive, and inconsistent practices that have cost me time, money, and opportunities for homeownership. 
and I am currently in my second qualification round with NACA. I first became a member in XXXX and entered my first qualification phase in XX/XX/XXXX. During that time, I was misinformed, mishandled, and ultimately prevented from completing a purchase. Unfortunately, many of the same issues have now occurred again during my second attemptat the most crucial stage, while I am in contract for a home. 
I am currently under contract for a home that is perfect for mewith a seller and agent who are both familiar with NACA and fully supportive of the program. My PSL was submitted on XX/XX/XXXX, I signed the contract on XX/XX/XXXX, and amendments were signed on XX/XX/XXXX. I have two inspections scheduled for XX/XX/XXXX. 
For weeks, my portal was completely clear of action items, aside from the standard request to upload check stubs. Between XX/XX/XXXX and approximately XX/XX/XXXX, I was not given any tasks or directives. Then, suddenly on XX/XX/XXXX, I received an extensive list of new action items, many of which were repetitive or had already been completed through email. Nevertheless, I completed or initiated every single one by XX/XX/XXXX. 
During this time, I was instructed by Counselor XXXX to obtain documentation from my employer confirming a reinstatement or increase in my incomeexplicitly stating that this would significantly improve my affordability. I followed these instructions immediately, going to great lengths, including visiting my job on my day off to gather signatures, scan documents, and provide every piece of information requested. 
However, on XX/XX/XXXX, I was informed that the documentation I was directed to obtainand worked extremely hard to providewas suddenly not relevant, needed, or of concern to underwriting or lenders. Not only is this contradictory, but it is also deeply unfair and has caused unnecessary stress and delay. 
I fully understand and respect the need for NACA to verify employment, income, and funds. But ethically and procedurally, those verifications should have been completed at the beginning of my qualification, during the review of my PSL, or at least before allowing me to enter a contract. Instead, I complied with every requirement only to be told that the information was unnecessary. 
I have been transparent and consistent. My job is non-traditional, and I have been employed with the same employer for many years. I earn approximately {$140.00} per hour, and I have documented this extensivelyincluding check stubs dating back to XXXX. I am simply requesting that my verified income and documented higher projected earnings for XXXX be used accurately for my affordability determination. 
After submitting all documents, I requested a meeting with my counselor and agent to review next steps, specifically because I am under contract and have inspections scheduled. The meeting was set for XXXXXXXX XXXX ; I emailed at XXXX confirming I would be on. By XXXX XXXX, neither my agent nor I had been contacted, so I called XXXX directly. Her response was, Oh I only have 15 minutes now. This was after I rushed to finalize every document she requested, including the ones later dismissed. 
Currently, my portal remains outdated. 
My XXXX  still reflects {$2600.00} from XX/XX/XXXX. 
My affordability has not been updated in months. 
I have no action items in my portal, despite being told verbally that items were needed, then not needed. 
I have received no guidance regarding the next steps.

Company response to consumer: Closed with explanation