Consumer complaint received 2025-09-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Neighborhood Assistance Corporation of America ("NACA")
State: NY

Complaint narrative:
I am filing this complaint because NACA ( Neighborhood Assistance Corporation of America ) is withholding our Escrow Ledger, which is a critical financial document. The document is titled : XXXX XXXX XXXX XXXX XXXX XXXX. 

We requested this ledger repeatedly by email, starting on XX/XX/year>. Our requests went unanswered until XX/XX/year>, when NACAs Head of the HAND ( Home and Neighborhood Development ) Department, XXXX XXXX, wrote that the ledger would only be provided once we gave a new completion timeline for our rehab project. 

By conditioning the release of our escrow ledger on unrelated requirements, NACAs HAND Department is violating our rights under RESPA ( 12 U.S.C. 2605 ) and its implementing regulation, Regulation X ( 12 C.F.R. 1024.36 ), which require timely responses to borrower requests for information, including escrow account records. 

The ledger is important because it shows what has been paid out and what funds remain in escrow. We recently completed arbitration, where our contractors claim was reduced from {$22000.00} to {$2500.00}, and that payment has already been authorized. Because arbitration resolved all contractor claims, there is no legitimate reason to withhold our ledger. The ledger is needed to confirm the final payment disbursement, document our current balance, and make informed decisions about finishing our project.

The arbitrator found that the contractor and his business partners engaged in delayed and substandard work, which created significant obstacles to completing the project. NACAs current refusal to provide the escrow ledger unless we meet unrelated conditions mirrors this same pattern of creating barriers and delays. Both actions prevent us from moving forward efficiently and from meeting our obligations under the rehab agreement. 

This is also not the first time our ledger was delayed. In XXXX XXXX, I emailed Escrow Coordinator XXXX XXXX multiple times requesting an updated ledger. Despite her verbal assurance that it had been sent, most of our emails went unanswered. I ultimately only received a response after raising concerns that the delay was tied to the contractors business partners connections to NACA.

The contractors business partner/co-owner publicly advocates for and promotes the NACA program . In an arbitration document, the co-owner also stated they were scheduled to begin over {$210000.00} in contracts with NACA during the very time we were actively involved in arbitration, raising further concerns about conflicts of interest.

Withholding this documentation is impeding our ability to confirm that arbitration payments were completed, track our escrow balance, and pursue additional remedies needed to complete the scope of work. This ongoing delay in providing our financial document is especially concerning because it continues a pattern of deliberate delays that have already put us at risk of facing foreclosure, as outlined in our rehab agreement with NACA and the lender.

Company response to consumer: Closed with explanation