Neighborhood Assistance Corporation of America

As NACA has already granted this consumer's request for a new counselor, NACA believes this issue has been addressedMoreover, a review of the client's file reveals several weeks of pleasant and courteous interactions between the consumer and her former counselor leading up to the single incident she alleges to have been unpleasantNACA's primary goal is to provide its clients with the highest level of service and an excellent mortgage productNACA looks forward to being able to meet and exceed this client's expectations and to assisting her in achieving her goal of homeownership

By way of background, Neighborhood Assistance Corporation of America ("NACA") is a non-profit, community-advocacy and homeownership organization the primary goal of which is to build strong, healthy neighborhoods nationwide through affordable homeownershipNACA pursues this goal by, among other
things, providing its primarily low- and moderate-income clients (whom NACA calls "members") with free housing counseling and related services designed to assist members with obtaining or maintaining an affordable mortgageOne such initiative is NACA's Purchase Program, the focus of which is to provide primarily low- and moderate-income individuals and families, who are generally shut out from traditional sources of credit, with access to affordable residential mortgage loansNACA's Purchase Program is unique because it offers NACA members the opportunity to obtain a mortgage with extremely favorable terms - that is, low interest rate, thirty-year fixed term, no down payment, no closing costs and no predatory features - regardless of each member's past credit or other financial problemsTo participate in the Purchase Program and obtain a NACA mortgage, NACA members are required to undergo NACA's comprehensive Purchase Program counseling process, through which each member participates in numerous counseling sessions with NACA employees and establishes a track-record of financial responsibility - such as budgeting expenses, reducing debt and saving income. NACA management worked diligently to obtain a rush for this file and the file is now cleared to closeThe borrower is schedule to close on his home todayWhile it appears that there was a small delay caused by technical difficulties which briefly prevented the home inspector from submitting his inspection report to NACA's HAND department, the HAND department cleared the borrower's file promptly once the inspection report was receivedNACA's HAND department manager also worked directly with the lender to help escalate and rush the file to closingAdditionally, various members of NACA's management team reached out to the borrower and his real estate agent to help ensure that they were aware of the file's status and understood any outstanding conditions that could delay closingNACA is pleased that the borrower is ready to close on his home and looks forward to his continued participation in NACA's programs

NACA has provided Mr*** with extensive information about the procedures for completing repairs to his homeNevertheless, NACA staff will once again reach out to him to explain the process as Mr*** seems to be confused about NACA's roleNACA is a housing counseling agency and a mortgage brokerNACA does not employ contractors or take over the process for rehabilitating Mr***'s propertyMr*** elected to purchase a property for which health and safety repairs were a condition of obtaining a mortgageConsequently, Mr*** signed an agreement with his lender agreeing to complete these repairsMr*** has repeatedly insisted that NACA must contact his contractors and arrange for work to beginThis, however, is Mr***'s responsibility as he is the property ownersNACA does not select contractors or arrange for contractors to begin workAccording to the terms of Mr***'s loan, he must complete certain health and safety repairs on his homeIf, after such repairs are finished, there is still money in the escrow account earmarked for elective repairs (i.e., repairs that are not required by the lender), Mr*** may at that time discuss options for what to do with the remaining fundsNACA provided Mr*** with one-on-one counseling and extensive written materials explaining the rehabilitation process prior to his purchase of this propertyNACA encourages Mr*** to work with NACA's HAND Department to address the rehabilitation issues and obtain answers to any questions he may have about the rehabilitation process

Unfortunately, the email referenced in this response did not come through and we are thus unable to review itNevertheless, the office to which this client is assigned was instructed to contact him, and a review of his file notes indicates that he has been scheduled for an appointmentNACA looks forward to its continued work with him

By way of background, Neighborhood Assistance Corporation of America ("NACA") is a non-profit, community-advocacy and homeownership organization the primary goal of which is to build strong, healthy neighborhoods nationwide through affordable homeownershipNACA pursues this goal by, among other
things, providing its primarily low- and moderate-income clients (whom NACA calls "members") with free housing counseling and related services designed to assist members with obtaining or maintaining an affordable mortgageOne such initiative is NACA's Purchase Program, the focus of which is to provide primarily low- and moderate-income individuals and families, who are generally shut out from traditional sources of credit, with access to affordable residential mortgage loansNACA's Purchase Program is unique because it offers NACA members the opportunity to obtain a mortgage with extremely favorable terms - that is, low interest rate, thirty-year fixed term, no down payment, no closing costs and no predatory features - regardless of each member's past credit or other financial problemsTo participate in the Purchase Program and obtain a NACA mortgage, NACA members are required to undergo NACA's comprehensive Purchase Program counseling process, through which each member participates in numerous counseling sessions with NACA employees and establishes a track-record of financial responsibility - such as budgeting expenses, reducing debt and saving incomeOnly those members who demonstrate the prospective ability to make payments on their desired mortgage for a sustained period of time graduate from NACA's Purchase Program counseling process and become ready to apply for a mortgage - that is, they become NACA Qualified. NACA has taken very seriously this consumer's concerns regarding her experiences with one of NACA's officesPer her request, NACA has already transferred her to another housing counselor, who has already reached out to the consumer to help her through the processNACA appreciates that this consumer has high expectations of service, and looks forward to being able to meet and exceed her expectationsHowever, an investigation of the events this consumer described in her complaint show that the circumstances were different from those she describedSpecifically, the consumer described concerns regarding NACA's calculation of her income and the mortgage payment for which she could qualifyNACA employs strict underwriting guidelines in order to ensure that all consumers going through NACA's program obtain safe mortgages that they can affordThis consumer wanted to use certain types of income which require specific types of documentationHer counselor advised her that she would need to provide the required documentation to use the income she wanted to include; without such documentation, NACA cannot base mortgage qualification on certain sources of incomeThe consumer will only be able to reach her desired outcome if she follows NACA's guidelines and her counselor's instructionsAdditionally, during the consumer's session with her counselor, the counselor received several calls from another consumer's real estate agent, regarding another NACA transactionIn order to address the situation, the counselor requested the member's permission to make a quick call to the real estate agent to explain that he was in a session with a client and was not available until later in the dayNACA regrets any confusion or appearance of impropriety, but the counselor's actions were taken in an effort to clear away a distraction that was interfering with the client's session and not, as she describes, for personal reasonsNACA encourages this client to continue with the NACA program and looks forward to being able to provide this consumer with an excellent experience going forward

Revdex.com:
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.
NACA counselors like their legal department appears to be excellent in documenting fluffAgain as stated, I started with NACA in June and it's now June 2015. I am not frustrated in any wayI also agree that I must wait until October to complete this processThe fact still remains, this issue with my months prior work history should have been identified long before now and long before having me pay again for credit reports and work transcripts until I was able to complete processSo, lets review what has happened over the past yearWhat was she documenting and reviewing between August and December 2014? Absolutely nothingFees paid for initial credit reports at that time wasted and unusedThe counselor requested tax transcripts Jan 13th, and again did nothing with them for two weeks. The counselor then contacted us to re-request them again on Jan 26, 2015, stating she was unable to read the initial transcripts via emailWe viewed the scanned image which was completely clear and readableWe then enhanced the image during re-scan and forwarded to her the enhanced imageFor our next appointment on Feb 18, she again requested tax transcriptsThis is when my wife stared getting frustrated because this is the third time she has emailed transcripts to the counselor for The counselors response was as if she didn't recall requested the better image or receiving the updated imageThis is when we first realized her lack of processing our file On Apr 15, she requested tax returnsThe issue is with and NACA has had an entire year to review and process what already existed before I even started the NACA process, but at the least, review the tax transcripts over the past six months from one of the three times requestedIt was not until I filed this complaint did she give the attention to our file that was needed to identify the issue; so no, she has not completed her work timelyNot only did we experience this with the tax returns, but also with our bankruptcy paperworkShe requested that paperwork numerous times as well, as if she's never received itMost of the past year has been overshadowed by her repeatedly requesting the same paperwork time and time again and that because she wasn't even taking the time to review what she had already requested nor what we had already communicated to herSeveral times I requested to come into the office for the meeting but she stated no, because she was just goin to review the paperworkWe were not even having meetings by phoneShe would state she's going to review the paperwork and if she needed anything she would call or let us knowSo, many of the scheduled meetings over the past year she has logged for us, we don't have a clue of what she was doing, because they were scheduled for us, but we neither met nor had a phone consultation other than her calling to say, she's just going to review the paperwork and follow up with usThe first time I ever met the counselor was after I filed this complaintThe first time the issue with the month work history regarding 2013 was discovered after I file this complaintSo, if NACA wants to continue to argue that the delay is due to complex issues of my case and not the failure of the counselor to complete tasks timely; my next rejection response will include an attachment with all of the counselors emails rapidly requesting the same information time and time again when she states she's not meeting with us because she just going to review the information she keeps requesting we send to herI will have my wife print these emails out today and scan them into pdf so I can be sure to have them available to attached if neededSince your response means you intend on having me pay for credit reports in October 2015, I'm now requesting reimbursement for all previously requested and paid for credit reports that should not have been requested until neededThose figures or in my previous responseI'm demanded reimbursement of everything other than my membership fees at this timeI'm also requesting Revdex.com make this complaint available to HUD, per my request
Regards,
*** ***

Revdex.com:
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.
Regards,
*** ***

By way of background, NACA is a nonprofit advocacy organization the primary goal of which is to build strong, healthy communities nationwide through affordable homeownershipNACA's Purchase Program provides its clients access to a mortgage product with very favorable terms: no closing costs, no
required downpayment, a low, fixed interest rate, and no private mortgage insuranceNACA is pleased that this client's loan closed shortly after he submitted this complaintNACA appreciates that this client has high expectations of serviceNACA will investigate this client's complaint and take appropriate corrective measures as neededNACA congratulates this client on the purchase of his home

Neighborhood Assistance Corporation of America ("NACA") is a non-profit, community-advocacy and homeownership organization the primary goal of which is to build strong, healthy neighborhoods nationwide through affordable homeownership. NACA pursues this goal by, among other things, providing its...

primarily low- and moderate-income clients (whom NACA calls "members") with free housing counseling and related services designed to assist members with obtaining or maintaining an affordable mortgage. One such initiative is NACA's Purchase Program, the focus of which is to provide primarily low- and moderate-income individuals and families, who are generally shut out from traditional sources of credit, with access to affordable residential mortgage loans. NACA's Purchase Program is unique because it offers NACA members the opportunity to obtain a mortgage with extremely favorable terms - that is, low interest rate, thirty-year fixed term, no down payment, no closing costs and no predatory features - regardless of each member's past credit or other financial problems. To participate in the Purchase Program and obtain a NACA mortgage, NACA members are required to undergo NACA's comprehensive Purchase Program counseling process, through which each member participates in numerous counseling sessions with NACA employees and establishes a track-record of financial responsibility - such as budgeting expenses, reducing debt and saving income. Only those members who demonstrate the prospective ability to make payments on their desired mortgage for a sustained period of time graduate from NACA's Purchase Program counseling process and become ready to apply for a mortgage - that is, they become NACA Qualified. Due to the comprehensive nature of the Purchase Program counseling process, as well as the rigorous criteria used to determine whether a member may become NACA Qualified, many members spend months, and sometimes years, seeking NACA Qualification - as only those members whom NACA deems truly ready for the financial responsibility of homeownership become NACA Qualified and are permitted to apply for a mortgage through the Purchase Program. Mr. [redacted] first contacted NACA in March 2015 and has been working with a NACA counselor to complete housing counseling and become NACA Qualified. NACA's housing counseling program was designed to be comprehensive, and is mandatory both for clients with excellent credit and financial histories as well as those who have had financial troubles in the past. In order to become eligible for a NACA mortgage, Mr. [redacted] is required to complete the same program and provide the same documentation as any other borrower in the NACA program. NACA management will reach out to Mr. [redacted]'s counselor to provide support and assistance as necessary.

By way of background, NACA is a community advocacy and homeownership organization that provides housing counseling and related services to its primarily low and moderate income clients. NACA offers its clients access to a mortgage product with incredible terms - that is, no downpayment, no closing...

costs, no predatory terms, and a low fixed interest rate. NACA also offers its clients the ability to finance the cost of necessary repairs for the home they wish to purchase. As a courtesy, NACA provides its clients a list of contractors who have been recommended by other members or by real estate agents. These contractors are not affiliated with NACA in any way and clients are not required to use contractors from the list. Additionally, NACA provides its clients an extensive program description and outline of responsibilities that clearly explains the client is fully responsible for the home renovation and for obtaining and vetting contractors. NACA is not responsible for providing contractors to complete a renovation project. NACA provides this disclosure and program description to its clients well in advance of their closing on a home and clients have ample opportunity to review it and ensure they understand the program fully prior to closing. NACA encourages this client to interview contractors both on and off the list and to contact NACA's HAND Department if she has questions regarding how to register a contractor who has not previously worked with NACA. NACA does offer post-closing counseling for clients who are struggling to afford their mortgage payments. To access this counseling, this client should contact NACA's member services department to schedule an appointment.

By way of background, NACA is a non-profit community advocacy and homeownership organization the primary goal of which is to create strong, healthy communities nationwide through affordable homeownership. NACA accomplishes its goals by, among other things, providing its primarily low- and...

moderate-income clients with free housing counseling and related services. NACA is unique in that it offers its clients access to a mortgage product with incredible terms: no downpayment, no closing costs, no PMI, no predatory features, a low fixed interest rate, and qualification based on a borrower's individual financial circumstances and not a credit score.In order to qualify for a NACA mortgage, clients must comply with various requirements, including obtaining a pest inspection from an appropriately credentialed and insured pest inspector. NACA clients select their own pest ispectors and are permitted to select any inspector of their choosing provided the person meets insurance and credential requirements and has not been otherwise banned from the NACA program for misconduct or service issues. As a courtesy, NACA provides a list of such inspectors to its clients along with an explanation that these inspectors do not work for and are not supervised by NACA. Clients are free to choose inspectors who are not on NACA's list if the inspector is willing to provide insurance and license information to NACA. This client's complaint would be properly addressed to the pest inspector she selected to conduct an inspection on her home. Since inspectors are not affiliated with NACA in any way, NACA does not and cannot guarantee their work. NACA provided this information to the consumer in writing at several stages of her home purchase process. NACA urges the client to contact the pest inspector directly to address her concerns.

Neighborhood Assistance Corporation of America ("NACA") is a non-profit, community-advocacy and homeownership organization the primary goal of which is to build strong, healthy neighborhoods nationwide through affordable homeownership. NACA pursues this goal by, among other things, providing its...

primarily low- and moderate-income clients (whom NACA calls "members") with free housing counseling and related services designed to assist members with obtaining or maintaining an affordable mortgage. One such initiative is NACA's Purchase Program, the focus of which is to provide primarily low- and moderate-income individuals and families, who are generally shut out from traditional sources of credit, with access to affordable residential mortgage loans. NACA's Purchase Program is unique because it offers NACA members the opportunity to obtain a mortgage with extremely favorable terms - that is, low interest rate, thirty-year fixed term, no down payment, no closing costs and no predatory features - regardless of each member's past credit or other financial problems. To participate in the Purchase Program and obtain a NACA mortgage, NACA members are required to undergo NACA's comprehensive Purchase Program counseling process, through which each member participates in numerous counseling sessions with NACA employees and establishes a track-record of financial responsibility - such as budgeting expenses, reducing debt and saving income. Only those members who demonstrate the prospective ability to make payments on their desired mortgage for a sustained period of time graduate from NACA's Purchase Program counseling process and become ready to apply for a mortgage - that is, they become NACA Qualified. To provide a member with counseling and in order to assess each member's individual financial circumstances, NACA obtains a credit report, as is standard in mortgage lending. All members sign an authorization for NACA to obtain a credit report prior to NACA's obtaining such a report.This member's complaint arises from her participation in the NACA Purchase Program. The member began participating in NACA's program, and completed a preliminary workshop. At the member's subsequent intake session, she signed an authorization allowing NACA to obtain a copy of her credit report. The credit report does not make any representations regarding the type of pull that will be made, nor did NACA make any such representations to the member. At no point does NACA specify or restrict whether the credit pull used is hard or soft. The standard NACA Member Agreement, Page 7, Section A states, “Members are required to pay for credit reports, which are credited to the Member at closing, and home inspections”   The same page is also footnoted, “NACA has negotiated a reduced-rate fee for credit reports charged by the reporting agencies; these fees are collected by NACA in order to purchase a report. The credit report obtained by NACA is used as part of the NACA Program and is not provided to the Member”.  These are the only references to the credit pull in the Member Agreement and do not restrict which type of pull may be used.   Also, Pages 17 and 18 state in Section F that “…by the signatures below, the Member acknowledges and understands the risks involved in purchasing, refinancing, renovating and owning his/her own home and hereby forever and fully releases and agrees tohold harmless NACA, its affiliates, directors, officers, staff, agents, independent contractors, consultants and programs from and against any and all claims (including claims of negligence), suits, losses, costs, expenses or damages (including attorney’s fees) or any kind that may result from, arise out of, or otherwise relate in any way to his/her application, membership, or participation in NACA including, without limitation, from the purchase, financing, renovation of his/her home, or participation in or exclusion fromNACA or other NACA Program benefits and services”.  Such pulls are routine in qualifying for a mortgage and have little or no effect on the Member’s credit score. In fact a minimum of three credit pulls will take place during the home buying process, which is considered routine. Likewise, no matter the source for a mortgage loan, a home buyer will always be counseled to not open any new accounts until after closing on a home. Additionally, credit scores are not used at any point in the NACA process. This makes concerns over her creditscore a moot point during the home buying process as the only pulls being done should be those associated with obtaining the mortgage. While we regret any confusion that may have occurred, the fact is that no actions were taken that were outside the normal procedures used in the NACA process - and, in fact, the entire mortgage industry- with each and every Member who joins our program to buy a home. As demonstrated above, the Member has agreed to those procedures in writing. Consequently, any attempt to rescind the credit pull would be inappropriate as she has already been advised by NACA supervisory and management staff. If the member desires to purchase a home, she will need to provide her broker and lender access to her credit report.NACA encourages this member to consider the many benefits the NACA program can provide her and she continues down her path to homeownership. Should the member desire to continue working with NACA, NACA staff would welcome the opportunity to assist her in reaching this goal.

By way of background, NACA is a HUD-certified non-profit housing counseling and advocacy organization the primary goal of which is to build strong, healthy neighborhoods nationwide through affordable homeownership. NACA pursued this goal by, among other things, offering is clients access to a...

mortgage product with incredible terms and assisting clients who are struggling to afford their mortgages. NACA helps struggling homeowners work with their servicer or investor to obtain an affordable solution. This client is currently working with NACA to try to save a home she did not purchase through NACA. The client has already received multiple loan modifications from her servicer and is seeking further assistance. NACA has spent countless hours working with the client and communicating directly with the client's servicer. NACA is not, however, the final decision maker as NACA is not the client's lender or servicer. The client is mistaken when she asserts that NACA asks for the same documents multiple times. Among other things, the client's servicer has requested monthly pay stubs to verify income. As the client receives new pay stubs, she is required to provide those to her servicer in order to demonstrate that her finances have not changed. As each pay stub is for a different time period, requesting new pay stubs as they come in is not "requesting the same paper work over and over."NACA is a paperless company and clients are requied to take their documents with them when they leave the office. Any client documents left behind in the office are securely disposed of in compliance with all applicable laws. The client is incorrect in her assertion that NACA throws client documents in the trash. Furthermore, the client's assertions about NACA's employment practices are outright lies. These statements are entirely baseless as this client has never worked for NACA and does not have any knowledge of NACA's company practices. NACA thus dismisses the client's statements as defamatory and unworthy of a response. Nevertheless, NACA will respond to say that NACA is an equal opportunity employer that does boast a diverse workforce and NACA is extremely proud of that fact. Indeed, NACA's executive management team is predominantly minority and female. NACA believes its workforce should be representative of the communities it seeks to serve. NACA thus employs a diverse workforce with a wide range of experiences, proficiency in many languages, and roots in many cultures.

Revdex.com:
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 # [redacted]. Please add your rejection comments below. I spoke with Mr. [redacted] and discussed the refund. I am waiting to hear back from him. [redacted]. Please call

After receiving this complaint, NACA staff immediately reached out to the members to address their concerns and provide guidance to move them through the process. As the conversation concluded on good terms, NACA believes that this issue has been addressed. To the extent that it has not, NACA...

responds as follows.By way of background, Neighborhood Assistance Corporation of America ("NACA") is a non-profit, community-advocacy and homeownership organization the primary goal of which is to build strong, healthy neighborhoods nationwide through affordable homeownership. NACA pursues this goal by, among other things, providing its primarily low- and moderate-income clients with free housing counseling and related services designed to assist clients with obtaining or maintaining an affordable mortgage. One such initiative is NACA's Purchase Program, the focus of which is to provide primarily low- and moderate-income individuals and families, who are generally shut out from traditional sources of credit, with access to affordable residential mortgage loans. NACA's Purchase Program is unique because it offers NACA members the opportunity to obtain a mortgage with extremely favorable terms - that is, low interest rate, thirty-year fixed term, no down payment, no closing costs and no predatory features - regardless of each member's past credit or other financial problems. To participate in the Purchase Program and obtain a NACA mortgage, NACA clients are required to undergo NACA's comprehensive Purchase Program counseling process, through which each member participates in numerous counseling sessions with NACA employees and establishes a track-record of financial responsibility - such as budgeting expenses, reducing debt and saving income. Only those clients who demonstrate the prospective ability to make payments on their desired mortgage for a sustained period of time graduate from NACA's Purchase Program counseling process and become ready to apply for a mortgage - that is, they become NACA Qualified. NACA does not recommend that any member execute a contract to purchase a home until they have become NACA Qualified and are eligible to apply for a mortgage through NACA's program.This complaint arises from a number of factors in the members' personal financial backgrounds which have complicated their progress through the NACA program. While NACA is committed to working with potential borrowers for as long as it takes for them to become ready to purchase a home, NACA will not Qualify a potential borrower until he or she has fully documented any past derogatory credit issues, such as bankruptcies, tax liens, missed payments on credit accounts, etc., and has established a track record of demonstrable financial responsibility.  NACA will not disclose the confidential financial information belonging to its members, and will thus only point out that these members had a number of complicating factors which needed to be fully explained and documented before they could become NACA Qualified. NACA encourages these members to continue working with their NACA counselor and to maintain contact in order to ensure they understand requirements and are making progress towards their goals.

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
I reject the companies response, because it still did not address my concern regarding the failure to review and process my file timely. Yes, now that it has been looked at, there is an issue and I must wait until 10/04/15 before I can submit to the underwriter and complete the process. The fees I've paid are the following:  6/20/14 - 29.83 credit report; 7/10/14 - $9.83 credit report/ spouse; 3/6/15 -  $20 annual membership fee; 4/6/15 - credit report/ self; 5/19/15 - credit report/ spouse; 6/9/15 - $34.95 employment verification through theworknumber.com, although my statement states says EQF*TALX CORPORATION. Had my file been as it should have been over the past year, it would have been identified at that time that I must wait until 10/04/15 to move forward and there would not have been a need to pull additional credit reports and employment verifications until I was closer to that date and able to submit to the underwriters toward closing. SO LET ME MAKE THIS POINT VERY CLEAR, SINCE THE FAILURE TO REVIEW OR PROCESS MY FILE IS ON THE PART OF NACA, AND THE REQUEST TO PAY FOR SAID CREDIT REPORTS AND VERIFICATION WAS REQUESTED AT THESE TIMES BY NACA; I WILL NOT PAY FOR ANY ADDITIONAL CREDIT REPORTS OR EMPLOYMENT VERIFICATIONS. I have worked this out with the seller and I will wait until 10/4/15 to complete this process since I've paid the initial fees already for it to be done. I expect NACA to pull the credit reports and employment verifications at that time to complete this process or reimburse me for having to pull them at this time when they clearly were not needed and the issue preventing me from proceeding existed since I started this process. All of these additional and unnecessary fees could have been avoided had she simply taken the time to review my file, instead of repeatedly asking for copies of our bankruptcy, ledgers, employment, and other documentation month after month when she was clearly not working the file.
Regards,
[redacted]

The organization did assign a new counselor after contacting Revdex.com and upper management. I received a call from the new counselor at 8:47pm  the same day Revdex.com was contacted.  I would like to clear up that I have no reason to lie about my experience.  My previous counselor had all the more reason to lie because his poor job performance was exposed.  He did not ask permission to take a call from a client during my meeting with him.  He was texting long text messages using one of the two cell phones on his desk.  There was moments when I sat there just staring at the wall while he text and talked on the phone.  He even stated he was planning  to get his kids that week and had to take care of  some things.  The  first manager I talked to about the issue Ms. [redacted] also stated he had a lot going on with his kids and was  planning on taking them on a trip or something to that affect.  As far as the extra income documents I wanted to add in my file, I had a hard copy with me.  I came prepare with all my documents.  There was also a copy of my child support in the computer uploaded prior to my visit.  Mr. [redacted] rushed me out of the office stating that he will look in the system and add it later.  He never did.  He short changed me because he made me wait in the lobby over an hour past my appointment.  Then he focused his attention on his personal affairs during my little time left to go over my case.  There was no confusion in what happen the day of my meeting with my past counselor.  He gave you a very good untrue version.  I don't think I would have pursued this issue persistently if it happened the way Mr. [redacted] said.  I feel that if your agency felt it happen as he stated, someone would have reached out to me sooner than 3 months later.  It would have not taken the Revdex.com to resolve the issue. I have worked management for many years.  I would have never accept an excuse such as Mr. [redacted]'s during a client's meeting. This is why we schedule meeting with the counselor to get one on one counseling during our allotted time.  I am sure he has voicemail that could have taken his call during this time. I am not sure why a client would have been texting him on a cell phone during client counseling hours?? I am not going to let this experience cloud my confidence in NACA.  I do look forward to working with my new counselor. I just wanted to address the excuses he gave to you.  I would like to close this case.  I hope that my new counselor is professional and honest.
Regards,
[redacted]

Neighborhood Assistance Corporation of America ("NACA") is a non-profit, community-advocacy and homeownership organization the primary goal of which is to build strong, healthy neighborhoods nationwide through affordable homeownership. NACA pursues this goal by, among other things, providing its...

primarily low- and moderate-income clients (whom NACA calls "members") with free housing counseling and related services designed to assist members with obtaining or maintaining an affordable mortgage. One such initiative is NACA's Purchase Program, the focus of which is to provide primarily low- and moderate-income individuals and families, who are generally shut out from traditional sources of credit, with access to affordable residential mortgage loans. NACA's Purchase Program is unique because it offers NACA members the opportunity to obtain a mortgage with extremely favorable terms - that is, low interest rate, thirty-year fixed term, no down payment, no closing costs and no predatory features - regardless of each member's past credit or other financial problems. To participate in the Purchase Program and obtain a NACA mortgage, NACA members are required to undergo NACA's comprehensive Purchase Program counseling process, through which each member participates in numerous counseling sessions with NACA employees and establishes a track-record of financial responsibility - such as budgeting expenses, reducing debt and saving income.As part of NACA's mission to stabilize neighborhoods, NACA offers members the ability to borrow money to complete required health, safety, code, and other repairs. In order to obtain this type of loan, the borrower signs an agreement with the lender commiting to use the funds for specific repairs and all such funds are escrowed pending completion of the repairs. The lender requires that these repairs be completed in order to protect the property from damage that would reduce its value. Additionally, these repairs are necessary to protect the health and safety of the borrower and anyone else living in the property. Mr. [redacted] obtained a mortgage through NACA and escrowed funds for required repair work. Within a few weeks of closing, Mr. [redacted] notified NACA that he would not make the repairs to which he had previously agreed. NACA staff have reached out to Mr. [redacted] to provide assistance with his rehabilitation project. However, Mr. [redacted] signed an agreement with his lender in which he committed to completing these repairs. NACA will continue to provide any assistance possible to move the project forward.

NACA has taken very seriously this client's complaint and one of NACA's most senior managers is reviewing the client's file. He will reach out to this client again shortly. NACA does not at this point have a very clear picture of this client's concerns because his complaint involves...

conversations between him and his realtor and NACA needs additional information to determine the full nature of the client's complaint. NACA is committed to assisting this client and to resolving his complaint to his satisfaction.

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
I have not received a response to my complaint from the company. They stated that they would be contacting me, but they have not. This is exactly the what I have been experiencing for over 2 years.
Regards,
[redacted]