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Complaint Details
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Initial Complaint
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is very un-organized. Regional directors dont respond to your emails. I paid to have my credit pulled 2x from this company and my file is still pending qualification and the standard time frame is **** business days. The mortgage counselor dont listen to you, instead of you telling the mortgage counselor what you want your mortgage to be they tell you what they think you should have. They hardly ever pick up the phone.
Business response
10/11/2021
NACA mgmt. has reviewed the file and has re-assigned the file to a new counselor. Regional made the accommodations to ensure ************** receives the services rendered. Member file is still in review for Qualification for UW review that must be done accurately. NACA will continue to provide services to ************** based on policy not a counselor decision. We hope that ************** will continue the process while understanding this may not be the program for her. Contact has been made to hear the concern from **************Customer response
10/27/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I would like to know what the hold up is on my file. Also the expected time frame for a mortgage counselor to reach back out to me after Ive sent them an e-mail. As far as the Conditions on my file, I would like to know who addresses what conditions.
Thank you
Keishauna GreenBusiness response
10/28/2021
NACA reached out to ************** due to the concern mentioned explained once learned why ************** was not contacted. ************** was contacted by the counselor & has spoken to management concerning the file & how to move forward. We hope that has addressed the concern & hope that ************** will continue the process to obtaining America's Best Mortgage.Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am currently completing the mortgage program through neighborhood assistance corporation of America (NACA). I have been NACA READY for quite some time. I was made aware by my mortgage counselor that the underwriter reviewing my case is only counting my chart from May 2021 even though I have been naca qualified since March 2021. The underwriter is counting it since May of 2021 because I didnt start writing *** until then. I was not made aware that they needed to be written until May when I started with my new counselor so I dont feel that my chart should be delayed two more months for a prequalification letter if I have completed everything I needed to do. It is not my fault that my previous counselor that quit did not inform me to start writing my letters of explanation so I do not agree with my chart being delayed for an additional two months (because 6 months of payment shock is needed) and I have demonstrated that since March 2021.Business response
10/08/2021
Tell us w
NACA Underwriters must focus on the basics of NACAs Purchase Program.
NACA Underwriter underwrites the file for the following buckets:
1. Eligibility
2. Readiness
Income Stability
Payment History
3. Affordability
4. MRF - The Member(s) must have the minimum required funds to purchase a home including reserves and any PSS.
Based on the NACA criteria the member must address the underwriters conditions before they can become NACA Qualified. There are conditions that *** come to the members attention that *** not be understood but are of NACAs policy.
NACA will have management to investigate the concern of *****************.
hy here...Initial Complaint
09/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
NACA took my money, denied my application and didn't even explain why. The counselor was very unprofessional, she made me wait for her to come back from vacation, delay the process on purpose, then denied it and didn't even send me an explanation.when i call them, they send me to voicemail and refused to give me a call back. I want a professional to review my application and see the injustice that was done.. thank you and have a nice day. Please call me for more details.Business response
09/22/2021
NACA made contact to provide clarification of **************** concern. **************** received explanation of the conditions to address as well as reassurance of the company. **************** will move forward with the company to obtain access to America's Best Mortgage.Customer response
09/27/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
08/31/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I've had my file escalated to the reg. manager multiple times & haven't heard back from anyone to receive a resolution. My realtor isn't sending me any homes to view & my mortgage counselor is unresponsive unless my file is escalated. I requested to have both changed months ago but that hasn't happened as of today.Filing this complaint wtheBBB since escalation throughNACA hasn't gotten a response.I live in OH & have been NACA prequalified since May. I have worked remotely w the same company for 3 1/2yrs & submitted a work verification stating I can work anywhere in the ** by request from NACA so that it could be added to my file. I'd like to purchase in *******, ** but need an updated affordability form so I know how much I can purchase in a single & multifamily unit. I was told by my MC I need to run my credit and go through the qualification process again in order to purchase in **. I was told I could purchase anywhere if I work remotely. No written NACA policy has been givenBusiness response
09/03/2021
Tell us why
Ms. **** started the process in 2016 from graduating from our Home Buyers workshop. Ms. **** appointment was scheduled 12/9/2016 and later again February 2020. Ms. **** received an Action Plan that is provided to every member after being counseled that would allow the time to complete before the next follow-up session. The follow-up appointment was later canceled. Ms. **** then returned to NACA in February 2021 in at that time our Live Support and requested a Virtual appointment.
Ms. **** was then scheduled a with the **************** (where she currently lived) for 3/30/2021. Within this appointment Ms. **** expressed to her counselor then she wanted to move to *******. The assigned counselor continued to counsel Ms. **** & was qualified. Ms. **** went to the class to obtain the qualification letter. The assigned advised to management of ************** qualification and her intentions of moving to ******* with employment documentation to support the move.
Ms. **** was to be re-qualified with the ******* office and needed to the wait the approval of management. That approval was granted by the Regional of the ******* area on 8/31/21. The Housing counselor assigned has introduced herself to Ms. **** on 9/1/2021 as now Ms. **** has missing documents that are essential to re-qualification.Requesting change of a **** Estate Agent must be completed with our **** Estate Department.
NACA apologizes for the delay awaiting management and want to ensure the remainder of the process is smooth. We hope that Ms. **** will continue the process keeping documents current in the web file until close of the NACA loan. However we do understand if this may not be the right fit. here...Customer response
09/16/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
1) I would like to change my Mortgage Counselor (MC). I've made repeated requests over the course of 4 months after many calls to the NACA help center and escalations of my file. I was reassigned to my current MC on June 3rd after expressing interest in moving to *******, and after making a request to change again on August 3rd (see attachment). As you can see from my most recent email this is still my Mortgage Counselor as of September 16th. I've never had a scheduled meeting with this counselor, haven't spoken to her on the phone, I only hear from her via email after my file is escalated.
2) I would like a Single Family and Multi-Family Affordability Form for *******, **. I need this in order to know my affordability limit when house searching with my *********** Agent.
3) Correct address on my account: I'm not sure why there's an address discrepancy on my file showing that I live in the **************** when I've never lived outside of Ohio. I've requested to have this updated multiple times and was told that only the Mortgage Counselor can do it. I don't want to delay anything in my housing search or P&S with having inaccurate information on my file.
I'm a first time homebuyer and not having a consistent and responsive point of contact has delayed my housing search by several months.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*********
Business response
09/17/2021
NACA is dedicated to providing customer service. We have spoken to Ms. **** and explained the policy that was unclear to our member. Ms. **** has decided to move forward with the NACA process & we wish Ms. **** the best on obtaining America's Best Mortgage!
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