Consumer complaint received 2020-05-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Neighborhood Assistance Corporation of America ("NACA")
State: GA

Complaint narrative:
XXXX XX/XX/2020 My wife and I attended a NACA workshop over a year ago. We were assigned to a counselor to begin our journey to homeownership. We spent months submitting all required paperwork to our NACA file, paying for membership dues twice, and paying for credit reports on several occasions. We were expecting to get qualified by XX/XX/2020, as indicated by our assigned counselor, XXXX XXXX, in XXXX, Georgia. We had an original counselor, XXXX XXXX, who was supposed to establish our qualification process XX/XX/2020, but due to unforeseen circumstances the day of ( weeks later it was made known ) she was terminated, and our file was pushed to XXXX. In which, her earliest appointment to go over our file and initiate qualification was late XX/XX/2020. 

Earlier in the week, XXXX submitted our file to underwriting, and a decision was made at the end of the week that Not Qualified-Conditions for a conditional review for a file in our paperwork. The questioned file, according to NACA standards met the prerequisite conditions with an attached letter of explanation. We uploaded proof from a copy of my credit report, and another letter of explanation to our web file and emailed our counselor as well. The following Monday, we met again with XXXX and she resubmitted our file with the attached documents we sent. Again, the following Friday we received the same status that we didnt qualify, but in this situation, we didnt have anything listed under Conditions for Qualification. We repeated again the same step and contacted XXXX, her response she was in a conference call with the underwriter and regional director, and she will keep us informed before the end of business day. We didnt hear from her that day nor throughout the weekend. Monday afternoon after not knowing where we stood, I emailed her and our status went back to Qualification-Pending and she responded to my email that the underwriter told her to resubmit our file but would not disclose what is needed to approve our file. 

We attempted to approach other avenues in getting our paperwork approved by signing up to NACAs virtual Achieved the Dream events that same week. We were able to speak with another counselor remotely and they resubmitted our file to underwriter and was told we would receive a call back within 24 hours. That weekend we didnt received a call back. I once again contacted the local NACA office in XXXX and was told someone would contact us back. We eventually just received an update to our file, and again it listed us as Not Qualified-Conditions but with no conditions, nor explanations. 

I sent numerous emails to member services, NACAs official XXXX account, and emails to our counselor complaining about lack of communication, and no one performing the duties of being an advocate to our need. No one taking any initiative to relay to us why we are not moving forward. 

The lack of communication, incompetency, and numerous delays have caused many hours of frustrations for us, as well as taking money from us and not producing their acclaimed results of obtaining homeownership for us. We would like more oversight and advocates who are willing and ready to assist members obtain homeownership in a timely manner and knows how to demonstrate excellent customer service.

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