Issues getting a Property Specific Letter/Counselor being non-responsive

Home Forums Purchase Program Issues getting a Property Specific Letter/Counselor being non-responsive

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  • #66838
    HeatherM
    Participant

    I am unable to get a PSL through my portal. I provide the info and the amt. is below my PITI but when I submit the request I am taken to a page that says No Record Found! Make file is qualified and the member has attended a workshop. I am qualified, and I attended a workshop on 3/5/2020. I have been trying to reach my counselor who has been non-responsive since Thursday of last week. Can you please direct me to someone who can help.

    #66839
    Nelsont
    Member

    Call your local office and ask the office administrator/front desk operator about getting a PSL.

    #66840
    HeatherM
    Participant

    I have been trying. Our office is on WFH right now and the phone number is directing me to call the main number. I have been doing so daily. Currently I have been on hold for an hour – to try to get assistance (again) there.

    #66844
    TTrumble
    Member

    Hello HeatherM,

    Which office are you using?

    Contact NACA Member Services at 425-602-6222 between 8:30 am and 5:30 pm Eastern Time Monday through Friday regarding your need for a Property Specific Letter. They should be able to direct you to someone who can help you with the letter.

    Tim Trumble
    Online Operations, NACA
    ttrumble@naca.com

    #66845
    HeatherM
    Participant

    My office is the Chicago office. I understand they are WFH due to COVID-19, but was told that they are operating. As previously stated, I am doing so as I type this. I have been on hold for almost an hour and a half. This will also be my third phone call to Member Services in as many days in my attempts to this issue resolved. It has not. I have listed my issues below:

    1. Counselor is being non-responsive. I’m trying to have some patience with this since CV-19 is having it’s impact on everyone. But it’s been 4 days.e
    2. I have submitted 3 PSL requests to my counselor and the Red@naca.com all over 24 hours ago and I have not received a response. The Purchase Workbook says they are to respond within 24 hours.
    3. I have tried to request a PSL through my NACALynx portal, and when I hit submit, I am directed to a page that says “No Record Found! Make file is qualified and the member has attended a workshop.” Again, I am qualified, and I attended a workshop on 3/5/2020.

    If my counselor is unable to respond, then I need someone to fix whatever is going on in my portal so I can get a PSL there. I would like to be directed to someone who can assist with this.

    • This reply was modified 5 months, 3 weeks ago by HeatherM.
    #66851

    @HeatherM please call as Tim suggests. They will do everything they can to help you.

    #66852
    HeatherM
    Participant

    Did you not see my previous comments where I stated that I had been trying, and was also currently on hold waiting to speak with someone? I sat on hold for two hours to be given the runaround on how to resolve the issue. Calling was also not helpful. So again, I would like to be directed to a specific person who can help with this issue.

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