Phone Lines Open Again at Most NACA Offices

We want to thank our members for their extreme patience over the last few weeks as we have had to close all NACA offices to the public and move to a work-from-home operational model during the pandemic.

During this time, local offices’ phone lines automatically rolled over to NACA Member Services, which became overloaded with thousands of phone calls. This caused members to have unavoidably long wait times to speak to a representative, for which we apologize.

However, we are thrilled to announce that as a first step toward getting our offices back open, our office admins and counselors are back to work in most local offices, meaning that calls to the local office will now be answered locally, eliminating the extreme wait times so many have experienced.

We invite our members to call their local NACA offices once again where applicable. This will allow you to both avoid and reduce the number of long waits to speak with a NACA representative.

Please note that all NACA appointments will still be conducted by videoconference for the foreseeable future. However, we are very happy to let you know that communicating with your local office by phone is an option once again.

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  1. Brenda Ryan
    Posted July 12, 2020 at 8:41 pm | Permalink

    Having a problem with. Photo ID to be placed in my files. Did everything representative told me to do.Even the person said go to play store for the app. He was not clear as what app. Name, which site. We did they for picture . My picture ID never got my website.

    • Posted July 13, 2020 at 4:51 pm | Permalink

      Hello Brenda Ryan,

      All documents submitted to your NACA file must be in the PDF format. Sending a photo will not work. iPhones and some other phones already have the ability to create a PDF file, and there are several free apps to do this for just about any other phone. Instructions on how to do this with the iPhone are easily found on YouTube, and the same probably holds true for other phones. Get the ID in a PDF format and you will be okay.

      Tim Trumble
      Online Operations, NACA

  2. Isela Reynoso
    Posted July 13, 2020 at 12:50 pm | Permalink

    I have tirelessly been trying to reach someone to address urgent issues that I have encountered and now in danger of not having a place to live. Hotels are expensive and I have a small dog which limits where I could stay. The house I was planning on purchasing has lots of repairs and found out late in the process that the sellers were not fixing anything or providing any funds for repair escrow.
    Does anyone have a number for someone that I could speak to about the process of finding a new home this late in the process? I was supposed to close on June 30, then on July 10, and now waiting on what to do next but I have not heard from anyone via email or phone.

    • Posted July 13, 2020 at 4:45 pm | Permalink

      Hello Isela Reynoso,

      The person to speak to about terminating your present contract and finding another home is your real estate agent.

      Tim Trumble
      Online Operations, NACA

  3. Alesi21
    Posted July 13, 2020 at 4:54 pm | Permalink

    I am in the Rehab Specialist stage but have not been able to reach anyone to find out if HAND will or won’t clear the property. I know what the required repairs are and have submitted a Contractor bid and additional water and septic inspections. Sellers are not fixing anything nor providing any funds towards repair escrow. In order to get my Earnest Deposit Money back I would need a Denial Letter. I’m stuck not knowing if I need to look for another property or if for some miracle an added @50K of required repairs and adding a needed Central Air (another $10K) on wish list would qualify the property. At this point, with all the extra money going towards the house, I’m better off finding a better, ready to move in property.

    Has anyone experienced having to find a new property, getting denial letter, and getting Earnest Deposit Money back from sellers?
    I’m also supposed to move from my leased apartment on Wednesday. I already extended closing dates and move out dates twice….HELP

    • Posted July 14, 2020 at 12:03 pm | Permalink

      Hello Alesi2,

      As you were advised yesterday, your file is in line to be reviewed by aa HAND specialist and you should be hearing something by the end of the day tomorrow (Wednesday).

      The two questions with regard to the present property are, can you afford the additional $60K of repairs/upgrades and will the house still appraise after the work has been completed?

      Honestly though, I think you are panicking a bit by asking “Has anyone experienced having to find a new property, getting denial letter, and getting Earnest Deposit Money back from sellers?” You don’t even know yet if that is something that you might have to consider. You’re getting ahead of yourself and imagining situations that don’t exist yet, and may never exist.

      Wait until you get the report back from the Rehab Specialist instead of imagining scenarios that are only causing you to get yourself confused. Once you are armed with that information, you will have a much better idea of how to move forward.

      Tim Trumble
      Online Operations, NACA

  4. Alesi21
    Posted July 14, 2020 at 12:56 pm | Permalink

    My post was from yesterday before I had heard from anyone. I realize that my questions appear to come from a place of panic to someone who works with the process on a daily basis however, not having heard from anyone for a long period of time and not knowing if I would have to move my stuff to storage and not have a place to live would cause any person some anxiety. At least now I know I will hear something by end of day tomorrow. The only time I would hear anything would be if they needed something from me. I never questioned and just kept submitting or resubmitting documents. I had a pending request in my webfile for over a week but no one was able to tell me what document was being requested. I even got on a webinar a second time just to ask the question on the chat and told them I couldn’t reach anyone to tell me what document was being asked from me…They didn’t know which doc it was either and was told to “keep trying” This was just a few of the questions I have had since the start of the process.

    As a participant going through the process, we are not experts and rely on the only people who can provide some expert advise.

    Thank you for your previous reply. There is no need for a reply to this post.

  5. Stephanie
    Posted July 14, 2020 at 6:01 pm | Permalink

    I have been trying for weeks to upload all the required documents, which I have. The website continues to give me errors while trying to upload my PDF documents. I have gotten to the stage where it is asking for a payment but I do not know what I need to select. Am I able to submit the application with all the information I was able to upload and then send in the rest of the documents via email?

    • Posted July 15, 2020 at 10:15 am | Permalink

      Hello Stephanie,

      When accessing your NACA webfile, you should always use Internet Explorer as your browser for best results. You may also submit documents to your file by email. Make sure the documents are in the PDF format, and attach them to an email and send it to The X’s represent your NACA ID number. So if your ID number is 1234567, the address would be Please make sure the email is no larger than 10mb in total size. You may use multiple emails if needed.

      Tim Trumble
      Online Operations, NACA

  6. HMCoo
    Posted July 16, 2020 at 1:21 pm | Permalink

    I can’t get through to the Boston office at all. No response through phone or email.

    The entire office — counselor and administrative assistants — ghosted us! They missed our third meeting (no call, no email, no show) after missing the first one (also a no call, no show), and then arriving more than 30 minutes late for the second rescheduled meeting. How are we supposed to trust NACA? Can someone please contact me? Thank you.

    • Posted July 28, 2020 at 11:08 am | Permalink

      Hello HMCoo,

      Your counselor and the Boston office manager have been advised and have been requested to contact you ASAP.

      Tim Trumble
      Online Operations, NACA

  7. JPitt
    Posted July 16, 2020 at 5:19 pm | Permalink


    I am need of a counseling session and I can’t seem to get in touch with anyone still it gives me a “everyone is busy message” then hangs itself up. nor can I set appointment on the NACA web portal.
    Is this program even still functioning?

    Please advise best steps.

    Jashana Pitt

    • Posted July 28, 2020 at 11:09 am | Permalink

      Hello JPitt,

      Please call NACA Member Services at 425-602-6222 for assistance setting up an appointment.

      Tim Trumble
      Online Operations, NACA

  8. John
    Posted July 21, 2020 at 8:07 am | Permalink

    Can I buy a property with a manufactured home

  9. Meka
    Posted July 21, 2020 at 9:41 pm | Permalink

    Good Evening,
    I hope everyone is well and safe during this pandemic. I have a few questions before attending my counseling session towards the end of August:

    1. Being that our local admins and counselors recently return to the office will our local counselor conduct our counseling session if signed up on the website (Achieve the Dream Event) videoconference?

    2. For this months bank statements (savings) I had a negative due to the $8.00 maintenance fee, will I have to wait 3 months to show no negatives before getting qualified?

    3. I recently purchased a car (June) and a credit card (July) I understand one thing Naca looks at is credit history; will these two new accounts prevent me from being qualified sooner than later although I have other accounts on my report that shows 12-24 months of on time payments? And my loan (car) prior to the new loan had at least 14 mos on time payments.

    4. Lastly, there’s a collection account that was included in a bankruptcy (discharged 2011) but the company refuses to remove and states they are different accounts. If I’m not mistaken I thought I read in the Naca booklet that collection accounts under 24 mos must be paid, this acct has 3 mos (Dec) before the 24 mos mark. Will I have to pay this debt before getting qualified or will a LOE work for this?

    Thank you!

    • Posted July 28, 2020 at 11:20 am | Permalink

      Hello Meka,

      No, appointments during the Achieve the Dream events are assigned to the next counselor available, just as they typically are during the live events.

      A single account does not determine your status regarding savings. It is the sum total of all accounts each month that matters. If increases in other accounts offset the maintenance fee on the savings, there will not be any problem whatsoever.

      One of the universal rules when applying for a mortgage anywhere is to not establish any new lines of credit whatsoever until after you have closed on the home. ALL accounts must show an on-time payment history, so you will need to discuss the specifics with your counselor on how big a setback this will cause.

      Your counselor will have to review the collection account to determine specifically how it will affect your situation since some of what you have written appears to contradict itself. You will have to clarify why you think the account was discharged in the BK and why the collector considers it a different account.

      Tim Trumble
      Online Operations, NACA

      • Meka
        Posted August 8, 2020 at 7:49 pm | Permalink

        Awesome thank you Mr. Trimble!

  10. Arlinda Brooks
    Posted July 22, 2020 at 10:43 pm | Permalink

    I purchased my home in November 2019 and still waiting on repairs. I have even reached out to the BBB concerning the HAND dept. Up until March of this years it seemed as if I was getting the run around concerning my repairs so I reached out to BBB and the Hand department started blaming everything on me about how I kept changing contractors (contractors stated they did not want to work with NACA) about 9 of them so I had to reach out to other contractors. So I finally found one and it seems Roxanne in the HAND dept is finding every reason not to release the funds that was added on to my loan for my repairs (10,000.00). The company that I am using estimated the cost of repairs about 5,000.00 and was told that they would only be given a portion of that to do the repairs I submitted documents for from home depot for materials, partial lean from contractor and was sent back documents stating that they would only be given between $940 and $980 for repairs. Me wanting for the repairs to start and the contractors wanting to start the work were sent paperwork that we had to request a now completion date and we sent that in to the NACA website (my profile) now for some reason I receive a call from the contractor stating that Roxanne (HAND) is saying he has not turned in his documents. All documents were submitted by me and uploaded. Thank you.

    • Posted July 30, 2020 at 2:29 pm | Permalink

      Hello Arlinda Brooks,

      Contractors who wish to work on repair and rehab work through the HAND department must submit license and liability insurance information to the HAND department before they can be authorized to work on NACA members’ homes. The documents must be submitted directly by the contractor and may not be sent by the NACA member to avoid potential conflicts of interest and falsification of documents.

      Contractors coming into the program are advised on how the program works, under what circumstances they may make a draw request to purchase materials and how to receive full payment when the work is finished. Their signature on the agreement allowing them to work on NACA projects certifies their agreement to abide by those rules.

      The HAND department is eager for your repairs to be completed so you may enjoy your new home to the fullest, and nobody is “finding every reason not to release the funds”. The simple fact is that the rules of the program need to be followed. Doing so will create a smooth, efficient process that will meet everyone’s satisfaction. Please continue to work with your Rehab Specialist to determine how to most efficiently get your repair work done going forward.

      Tim Trumble
      Online Operations, NACA

  11. Natashabnks
    Posted July 27, 2020 at 11:43 am | Permalink

    Hi I’m in South Florida i completed my home buyer workshop. The next intake appt online shows 10/26 is that true? I tried calling the office but i can’t get thru.

    • Posted July 27, 2020 at 1:05 pm | Permalink

      Hello Natasha bnks,

      NACA’s Miami office is one of the busiest in the nation. Unfortunately, appointments scheduled three months in advance are not uncommon because of the huge demand for our services. In fact prior to the establishment of our Remote Counseling program and Achieve the Dream events, five-to-six months was sometimes required.

      You may want to call NACA Member Services at 425-602-6222 to see if there may be any opportunities prior to October.

      Tim Trumble
      Online Operations, NACA

  12. DAA
    Posted July 29, 2020 at 3:01 pm | Permalink

    Good afternoon,

    I spoke to a counselor on June 4th at the ATD. He stated that I can become NACA qualified within three months (6/4/2020- 9/4/2020). The mortgage counselor advise me to schedule an appointment as soon as possible. Everything on my action plan has been fulfilled an all of my paperwork is up to date. I have been calling the Philadelphia office for a follow-up appointment, member services, as well as emailed my MC and his supervisor. When I spoke to the scheduler, she stated that my counselor is only dealing with priority members at the moment and won’t be able to see me until September 23rd.

    1. Is there anyway I can get a follow up session prior to September 23rd or a new counselor? I know that the pandemic has cause a lot of back-up, but it should not take three months to speak to a counselor for a follow up.

    2. Also, I tried to set up another appointment for ATD, but the system is not allowing me to sign up due to me already having a schedule date. Is there a way I can schedule an additional date? That seems like the only way for me to speak to anyway before 3 months.

    • Posted July 30, 2020 at 10:14 am | Permalink

      Hello DAA,

      I’m not sure where “my counselor is only dealing with priority members at the moment” is coming from, but that’s not how things work. When a member is ready to proceed, they are given the first appointment available. This is what in fact is happening in your case.

      You met with the counselor in June and were told that you would be ready to be qualified in three months, and you were given a follow up appointment three months later in September. If you have followed your counselor’s instructions, you will be ready to be submitted to underwriting for approval then. Based on what you have written, you have no need for an appointment before then.

      You have your Action Plan, so simply follow the plan and make sure to keep all your documents updated. If you do as advised you will be ready to become NACA Qualified when you have that appointment in September. Should you have any questions in the meantime, simply contact NACA Member Services and they will be able to answer virtually any question you have.

      Tim Trumble
      Online Operations, NACA

      • DAA
        Posted July 30, 2020 at 1:33 pm | Permalink

        Thank you Mr. Trumble.

  13. DAA
    Posted July 30, 2020 at 1:32 pm | Permalink

    Thank you Tim.

  14. Dream_buyer
    Posted August 1, 2020 at 7:38 am | Permalink

    Unsure how to create a new subject/topic so I have to go here.

    Mr. Tumble. I’m looking to refinance my NACA mortgage to a new lender. Can you run me through the process specifically if anything new has changed since the pandemic?

    • Posted August 3, 2020 at 11:49 am | Permalink

      Hello Dream_buyer,

      Nothing has changed with regard to refinancing a loan originally obtained through NACA.You may refi through any financial institution of your choice. The only requirement is to request a release of the $25,000 owner occupancy lien NACA has on the home. Simply contact and they will walk you through the rather simple process.

      Tim Trumble
      Online Operations, NACA

  15. BDLL2020
    Posted August 4, 2020 at 12:34 pm | Permalink

    Thank you for the update!!

    How will documents that used to be signed at the intake meeting be handled with videoconferencing appointments? I believe there are forms that needed to be signed for housing, employment and/or credit report authorization. Thanks!

    • Posted August 4, 2020 at 3:37 pm | Permalink

      Hello BDLL2020,

      Many documents in the process now can be e-signed on line. Any that cannot will be emailed to you to print, sign, scan and return.

      Tim Trumble
      Online Operations, NACA

  16. jalisac22
    Posted August 6, 2020 at 1:35 pm | Permalink

    I am new the process and I have a couple questions I’m not too clear on.
    1. I just completed my workshop online last Saturday and my first intake is not until October, so I have not been able to speak to anyone yet. I have already uploaded all my documentation including bank statement, but I was wondering if I should wait to upload my bank statements closer to my intake?
    2. I have a co borrower has some things on her credit that she wants to consolidate to reduce payments and remove something out of collections. Would it be a wise idea to consolidate now before our intake appointment or would it be considered a new line of credit? Would consolidation hold up the process?
    3. My co borrower and I live in two separate homes and our budgets are different because we are paying two different sets of bills. She owns a mobile home and I rent would we have to do payment shock? How would we complete our budget sheet if we do not have the same bills? If we are approved for a home, we would split the bills which would cut our expenses in half but how do reflect that to the counselor?
    4. Lastly, I have been recently laid off due to Covid-19, but I’ve been self-employed for the last 4-5 years and working to branch out into selling products online. I was with my previous employer for over 3 years and my supervisor assured me before my layoff date that I would be able to return when one of her senior employees retired later this year. would my self-employment and unemployment benefits be enough income until I am able to return to work? My co borrower receives disability along with her daughter’s income and child support. Could this be a factor that could stop the process?
    I am trying my best to be as prepared as I possibly can before my first intake so the process could move steadily

    • Posted August 7, 2020 at 11:46 am | Permalink

      Hello jalisac22,

      There is no such thing as being overprepared in the NACA process, and it’s never too soon to start. This includes documentation. The longer history of financial stability you can show, the better. So while it’s not an absolute necessity, getting in the habit of uploading documents regularly is a very good idea.

      A consolidation to reduce payments is a good thing. The NACA program works by determining your affordable monthly mortgage payment, so the less you have in monthly obligations, the more you potentially have to go toward a mortgage payment or build savings. Just make sure to clearly document which bills are going into the consolidation so that we can track that everything is still being paid on time every month so we can consider it a contiguous payment history.

      Your bigger concern is that your co-borrower already owns a property. One of NACA’s strictest rules is that no member of the household may have an ownership interest in another property. The mobile home will at the very least will have to be put up for sale, be under contract to be sold before you can submit the bank application for the property you wish to buy, and you must have closed on the sale before you can close on your new home.

      Regarding budgets, each of you will complete a separate, individual budget and your counselor will work with them in calculating your affordability. None of the above has any bearing on whether or not you will have to save Payment Shock. Payment Shock is simply the difference between what you are currently paying for rent/housing each month and your desired mortgage payment.

      Your income situations will most likely cause you a delay in qualification, but it will not halt the process. You will need to provide bank statements, profit and loss statements and other information regarding your self employment for the past two years. Your unemployment income will cause you a delay since unemployment benefits cannot be used to qualify you for a mortgage since it is by definition a temporary source of income.

      You will need to get a letter from your employer describing the layoff and stating when they plan to bring you back and at what rate of pay. You will need to be back to work before you will be able to use any of your income other that the self-employment.

      When all this is put together, is shows that while you are certainly doing the right thing in wanting to be prepared, you are actually getting a little ahead of yourself. Your counselor will need to take a look at all the details of your situation and determine exactly what actions you need to take, when you will be able to be qualified and for what amount. That’s what they are there for.

      Tim Trumble
      Online Operations, NACA

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