Not able to get in touch with counselor

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  • #62835
    Kimlee
    Participant

    I am becoming so frustrated with this program. When I first started my counsleor was responding to my emails and phone calls. Now that that my has been submitted to the underwriters he no longer reaches out until we have an appointment which is scheduled a month apart. I informed him at our last appointment that I am not able to see my conditions and he was like okay. File was resubmitted came back with more conditions that I can not see. Reached out to the office and no one was able to provide me with the information. I have been calling and emailing him for a month and he has not reached back out to me. When I call the office I get transferred to a vm. I am to the point that I want to give up. The lack of communication is so frustrating!!

    #69101
    jenmolette123
    Participant

    I feel the same way. I was emailing back and forth with member services this weekend regarding huge mistake my counselor made in my file of course they referred me to my counselor which I explained to them the counselor doesn’t return phone calls or emails and looking for alternative solution. They basically told me my response wasn’t needed and just brushed me off.

    #69180
    virgozbest
    Participant

    The Achieve the Dream event has pulled all the MC until August. We’re in the same boat. They are tied up with this every weekend event. Not sure how they’re getting more clients when they’re over loaded with clients prior to this event. Those who started the journey several months ago have to take a back seat to those from these events.

    #69448
    TTrumble
    Member

    Hello virgozbest,

    I’m afraid there’s a couple of inaccuracies in your post. The Achieve the Dream events are designed to work with more than 1,000 members per day and in many cases get those members approved the same day. It in fact lightens the load for every NACA office across the country.

    Before the pandemic brought the live events to a halt, people would drive or fly in to the event from all over the country to have their file reviewed. With the first four steps of the process together in one place, the ATD events saw as many existing members as new ones. That has held true with the adaptation to virtual events.

    Regarding “Those who started the journey several months ago have to take a back seat”, says who? Why haven’t you signed up for an appointment at an event? You won’t speak with the same counselor, but again, the events are designed to clear the backlog and in fact do so very efficiently.

    I’m afraid my friend you may have become a victim of your own negative thinking. The ATD events aren’t a hinderance. They’re an OPPORTUNITY! Take advantage of it!

    Tim trumble
    Online Operations, NACA
    ttrumble@naca.com

    #69449
    virgozbest
    Participant

    @Ttrumble,
    Thanks for responding. We have attended the event twice. Our counselor initially told us to sign up for the event in May so we could get immediate approval, which we did. Our file came back with conditions from underwriting but no one contacted us letting us know the conditions. The 2nd time, our marriage license was needed and once we received it we uploaded it, weeks ago. We have not spoken to our counselor and waiting for re-submittion.
    I am in no way trying to bash NACA or my counselor. I am grateful for the program. I am now just looking for a way to get our file resubmitted because the ATD events are full for the next 2 mths and our counselor has been unavailable.

    #69450
    TTrumble
    Member

    Hello jenmolette123,

    I’m sorry you felt like you got the brush off. I can assure you weren’t. Member Services doesn’t work that way.

    Quite often that “huge mistake” by the counselor turns out to be the member not wanting to accept something that didn’t go the way they thought it should. (Please don’t take that the wrong way. It’s a natural reaction and it happens a lot.)

    I had situation over the weekend where a member was absolutely insistent about some income that the counselor told them could not be counted toward qualification and I
    had to explain the member that it wasn’t just NACA policy but in fact the Ability to Pay rules set by the government after the mortgage crisis. Not something I enjoy doing, but it happens more often than most people think.

    All that having been said, please email me with your name, NACA ID, Forum screen name and a description of the mistake you believe the counselor made. If the counselor did make a mistake, I will be very happy to bring it to whomever necessary to get it corrected. If not, I’ll at least see to it you understand why.

    Tim Trumble
    Online Operations, NACA
    ttrumble@naca.com

    #69452
    TTrumble
    Member

    Hello virgozbest,

    After this week’s event, the ATD events will shift to alternate weekends and only Saturday and Sunday.

    This is where you just need to double down and be relentless. Be the Polite Pest I’m always writing about here. It does pay off.

    Tim Trumble
    Online Operations, NACA
    ttrumble@naca.com

    #69777
    randyrandula
    Participant

    Hi all,

    I understand the frustration on not being able to reach your MC, but i understand that they handle many other files other than ours.
    So my journey began last year December. My first appointment was set to be on February 2020, The MC from NJ was really helpful and explained everything clearly. after the credit check the estimate we got was not ideal for me so she asked me let’s try in few months and in the mean time reduce the debts and save the payment shock that I want to achieve. next appointment was set to first week of April.

    about a week later I get a email stating my MC has left and my case will be re-assigned. I tried calling member-services but no luck, all they said was “once a MC is selected you’ll be notified”. I got in April that I have a new MC and the next appointment is in MAY. another month goes by. I paydown my debt from my savings and I have payment shock and saving all in order ready for this MC meeting. After speaking with him, he sent me an action plan and I did those within a day and emailed him, He did not reach-out to me for over a month and one day he calls me at 9PM and asks me to sign a document so that he can submit for underwriters, when I looked at the document that had the same information what the original MC estimated even after my salary verification with overtime allowed and my paystubs for the past four months showing that I am averaging much more plus my debt to income ratio has gone down drastically. I was honestly angry but i told him why are you giving me the same estimate what my initial MC gave can’t you see that my paystubs, credit card statements and employment verification showing my salary bump since January plus overtime. he basically said ok i will redo but that he cannot use the overtime amount because that is not the base. ( but after attending a post-qualification webinar the organizing underwriter told that they consider the overtime if the employer verification specifically states over time is allowed and it is visible on the past three month paystubs) anyway forget the overtime with calculating my debt to income ratio with the base even we get the value we need. finally mt MC calculated to my correct base salary to give me the expected value, he was rushing me to sign soon to submit because he’s going to be busy. I have been in the status on Qualification -Pending for a week today I got a status update text stating NOT-Qualified-Conditions. I cannot see any conditions listed on my webfile as the link is blank. so i emailed my MC. How long should I wait to hear from him ?

    I found out that my MC is not from the NJ office like the original MC, because my original MC left now I am assigned to a remote counseling MC at north Carolina. while my file is slow, I introduced naca to my work colleague who makes the Exactly the same salary, He had his intake session with a MC from New jersey itself and got qualified within three days, he did not have to give one third of the documents i have to provide, such as rent verification / income verification from work, he was qualified by just looking at the pay-stubs. I just want someone to work with me diligently without ignoring. If i’m complacent I understand but anyone could see that I made an effort and got my debts down and I’ve been saving my payment shock for over 4 months and I have a solid income even through the pandemic, I just don’t understand why my MC is not responding and working with me diligently.

    #70403
    TTrumble
    Member

    Hello randyrandula,

    Sorry to read of the bumps in the road. You certainly did the right thing by getting the new MC to recalculate your income and not just accepting what he sent you to sign. The great thing was that you knew there was a legitimate reason for the numbers to be different, unlike a lot of people who want it all redone just because they want a bigger approval amount even though there’s not grounds to to qualify for it. You were an excellent example of patience and persistence.

    Gotta correct you on something though. You statement “Exactly the same salary, He had his intake session with a MC from New Jersey itself and got qualified within three days, he did not have to give one third of the documents i have to provide, such as rent verification / income verification from work, he was qualified by just looking at the pay-stubs” simply is not accurate.

    First, nobody can compare their file and their circumstances to anybody else’s in the NACA program. It’s one of the things we talk about a lot. Everybody’s file is different. The fact that your friend’s file was handled by a counselor from the Newark office had absolutely NOTHING to do with him getting qualified in three days. Plus your friend absolutely DID provide Verification of Rent and Verification of Employment. Even if the qualification was at an ATD event, the VOR and VOE must be in the file before he can make an offer on a home. Nobody is EVER qualified on just their pay stubs.

    So, a) your friend had to meet exactly the same standards as you and b) where the counselor was from had nothing to do with it.

    Have you gone into your NACA file online or called Member Services and scheduled an appointment with your counselor? If not, do that now. That way, at the very least, you’ll have a date locked down with the counselor. Make sure your documents are all up to date, and email your counselor once a day to remind him you need his help to get submitted to underwriting. More of that patience and persistence channeled the right way will get you going again.

    Tim Trumble
    Online Operations, NACA
    ttrumble@naca.com

    #71445
    aop1don
    Participant

    Hi Tim,

    I’m hoping you can provide some insight and guidance for our situation.

    I was unable to get ahold of my counselor for over 3 weeks, and recently learned that he has left NACA and that we will be re-assigned. We’ve already been qualified, and are in the housing search process but I’m concerned on how long it will take us to be re-assigned – we have found a home we want to move forward with but no longer have a contact!

    What do we do? What’s the typical timeframe for being re-assigned? Also, is there anything we should be aware of in the process of working with a new counselor who you didn’t do your initial qualification with?

    Thank you so much!
    Alison

    • This reply was modified 1 month ago by aop1don.
    • This reply was modified 1 month ago by aop1don.
    #71579
    ToniaNicole
    Participant

    I have not been able to get in touch with my counselor. This has nothing to do with the pandemic because I joined the program 2 years ago and could never get in touch with her, she never responded to emails or phone calls and I got really discouraged. I decided this year to try again and not give up and here it is still the same thing. What do you do if you cannot get the support that you need to get through the process?

    #71580
    momsmuffin
    Participant

    Unfortunately that was my issue. They made it seem SO great at the seminar. My counselor NEVER emailed or called me back, even after contacting regional manager by phone and email. I was so discouraged with using NACA that I finally gave up and bought my house traditionally and closed in less than 3 weeks. I guess if you have the time to wait NACA May be good, but if you don’t want to wait and you can get approval with another lender, that is the way to go. NACA wasn’t a good fit for me, but maybe for others.

    #71582
    ToniaNicole
    Participant

    No, at the time I decided to just pay down some debt after I got discouraged. I have done that now so I will start looking at other options, I would like to purchase soon. This is very disappointing and the the reply’s I see on here are also discouraging, it is as if they are defending the unprofessionalism and obvious internal cultural issues. No one is here to bash just to receive support on why a program is being offered, but those employed to support provide no response at all. Not a late response or delayed response, just no response at all is unacceptable.

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