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.

By TTrumble

Online Operations Team and Forum Administrator for NACA. Based in the NACA National Counseling Center in Charlotte, NC.

117 thoughts on “Phone Lines Open Again at Most NACA Offices”
  1. 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.

    1. 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. 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.

      1. Hole Roberto Lombardo,

        Desafortunadamente, NACA no realiza ningún refinanciamiento. Deberá comunicarse con un banco, cooperativa de crédito o agente hipotecario de su elección.

        Tim Trumble
        Online Operations, NACA

  3. 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

    1. 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. 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. 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?

    1. 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 emailXXXXXXX@nacalynx.com. The X’s represent your NACA ID number. So if your ID number is 1234567, the address would be email1234567@nacalynx.com. 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. 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.

  7. Greetings,

    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

  8. 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!

    1. 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

  9. 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.

    1. 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

  10. 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.

    1. 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

  11. Hi,

    I spoke to a counselor in on June 4th and he stated that I can become qualified in the next 3 months. I needed to get a few things in order to move onto qualification stage. I tried to get in contact with my local office which is Philadelphia. When I did get in contact, the schedule me for my follow up session on September 23rd. Is there anyway I can get an appointment sooner than that?

    1. Hello Doris,

      Your local office will always give you the first appointment open on their calendar. The only possible way of getting in sooner would be if an existing appointment were to cancel. Please contact your local office and let them know you would like to be on the stand-by list, then be ready for a last-minute phone call if an opening should become available.

      Tim Trumble
      Online Operations, NACA

  12. 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.

    1. 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

  13. 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?

    1. 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 releases@naca.com and they will walk you through the rather simple process.

      Tim Trumble
      Online Operations, NACA

  14. 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!

  15. Hello
    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

    1. 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

      1. thank you so much for your help. I bring in a decent amount in self employment and I’ve filled for the last 3 to 4 years. Also I was reading the handbook and maybe I misunderstood something but thought inherited properties including mobile homes would not have to be sold. I just want to be clear on what she needs to do.

  16. Hello,
    My husband and I attended HBW in July and our intake is in October. I’m trying to upload work history and I’m getting an error on the correct dates and I’m using internet explorer. Can I just email the info to my NACA e-mail?
    My husband has a defaulted loan that has been in rehabilitation for 2 months now, will he have to wait for the remaining 7 months before moving forward?
    Thank you
    I opened a new credit card and transfer my balances because the card has 0 interest for 14 months and that was 2weeks before I started with NACA. Will that push me back for a whole year? My lease expires in July 2021 but it’s renewable. My husband is not on the lease but we live together. Should I add him to the lease because if I do they will run his credit and it’s a hard pull

    1. Hello Atannsa,

      Go ahead and email the work history info into your file.Your counselor can make any additions or corrections necessary during your intake appointment.

      If you are referring to a defaulted installment loan, your husband will need to rebuild a twelve month on time payment history before you can be qualified. If you are referring to a student loan, you you must be in a repayment plan agreed to by your lender and have completed at least six months of payments as outlined by the plan.

      Regarding the credit card, you will need to 1) prove that you have transferred the balances from the old cards, 2) CLOSED the old accounts and 3) show no late payments on either the new account of the old ones for the past twelve months, with at least three months of on time payments on the new card. Write a Letter of Explanation stating that you did this as a bill consolidation at a lower interest rate.

      You will not need to add your husband to the lease. However, the more important point here is that credit scores are in fact the least important thing in your life at this point in time. Remember that the NACA program does not use credit scores whatsoever. Considering you will not be applying for any other form of credit until well after you are in your new home, your credit scores are totally irrelevant at this point in time. Plus people WAY over-react to what happens to their credit score. Even a so-called “hard pull” will only have at the most a three to five point effect on your file. Far better to focus on completing the mortgage process and start building one of the best examples of credit worthiness there is, a mortgage loan that is paid on time each month.

      Tim Trumble
      Online Operations, NACA

    1. Hello Willie Jean Brister,

      At present, there are no in-person workshops being conducted anywhere because of the pandemic. All workshops are now online. You can find a listing of workshops and register for the one of your choice at https://www.nacalynx.com/naca/webfile/member/event/eventWebinar.aspx?txtEvent=AZ or you can join us on our Facebook page at https://www/facebook.com/nacaofficialpage each Saturday at 5:00 pm Eastern Time/2:00 pm Pacific Time for a live boradcast of the workshop. No advance registration is required for the Facebook Live broadcast.

      Tim Trumble
      Online Operations, NACA

  17. I had an intake today which was a little disappointing. I have a part-time job transporting a child to school in the am. I included this info on my budget sheet but it was not considered. Am I able to use this income? I have been off and on with Naca for some time now. After my session today my action plan consisted of items that were on my action plan from 2018. All of those items are no longer on my credit report so would I need to complete these items?

  18. Dear sir, I have been reaching out to you since July 14th there was a counselor given to me however I’m not getting any responses and now I’m in foreclosure. Is it your practice not to respond to a client if they don’t qualify for your program I’m just a little bit confused and need someone to reach back out to me
    Thank you

    1. Greetings Pamela Luke,

      I am sorry for the lack of response that you have received and I hope I can assist with the correct contact information as I would refer you the MAP program by doing both call/email them at 281.968.6222 and email at map@naca.com please give them about 24hours to respond back to you. I hope this helps!

      Damien Smith
      Online Communications, NACA

  19. Good afternoon
    I’ve been trying to figure out how to cancel my workshop appt for Saturday 10/24 and change it to Saturday 11/7, 9am however the options provided via email to due so hasn’t worked. Can someone please advise how do I reschedule.

    Thank you,

    1. Greetings La-Tanya Smith,

      I hope this message finds you doing well! Please contact your local office to cancel your appointment. I hope this helps!

      Damien Smith
      Online Operations, NACA

  20. Hi i need to speak to some one about the naca payment i made a simple mistake i just dont want naca to take out a extra payment how can i fix this please get back to me asap thank you

    1. Hello Angel Catala,

      We don’t quite understand what payment you are referring to, so please call NACA Member Services aat 425*602-6555 to speak directly witha representative.

      Tim Trumble
      Online Operations, NACA

  21. I had an 2nd appointment with Barbara Turner in Phoenix for the 17th of September but it was cut short due to her computers going down and Barbara advised me she didn’t know when she could reschedule me. I have emailed her but haven’t heard back. I emailed and left a message with the support unit but nothing yet. What’s my next step i think i need to be rescheduled.

    1. Hello Yolanda F Cordova,

      Please contact NACA Member Services at 425-602-6222 between 9:00am and 6:00 pm Eastern Time Monday through Friday for assistance with rescheduling.

      Tim Trumble
      Online Operations, NACA

  22. Hello Mr Trumle,

    I currently have a parent loan on forebearance since I could not afford to make payments on it that will bring both the principal and interest down. In order to be eligible in the NACA program I know that I have to make payments. Can I get into a repayment plan with them that may not cover both principal and interest as long as I’m making payments and how long do I have to be making payments for before I qualify?

    1. Hello Leslie L,

      Actually, there is a very significant error in your post. Your statement ” In order to be eligible in the NACA program I know that I have to make payments” is not correct.

      While it is correct that NACA cannot accept a zero payment figure for calculating your budget and affordability, the fact that yo may not be making payments at the present time is not necessarily a roadblock.

      All we need is verification from your student loan servicer on how much your income-based payment would be if you were not in forbearance. This is in fact and extremely common request that the servicers are aware of, and a call to your servicer is typically all you need to obtain a letter from them with the needed information.

      There are alternative methods of determining that non-zero payment figure, but contacting the servicer is always the first and most highly preferred method.

      Tim Trumble
      Online Operations, NACA

      1. Thank goodness. And here I thought that having an unpaid student loan was a dealbreaker for me. I’m glad there are options. Thanks so much for your reply.

  23. Hi,

    I spoke to a counselor on may 17th and she stated that I can become qualified in the next 3 months. I needed to get a few things in order to move onto qualification stage. I tried to get in contact with my local office which is Queens, NY. But now that office has disappeared. We Supposed to have our followed up session On September 14th, but nobody called us. I contacted with the NACA chat five times and When I did get in contact, they schedule me for my follow up session on April 14th 2021 (next year) with other offices in NJ. Is there anyway I can get an appointment sooner than with other local offices in NY.

    1. Hello Ronald Moscoso,

      We did unfortunately have to temporarily close the satellite office in Queens earlier this year, but hope to have it open again in the near future. In the meantime, your file will be handed by it’s “parent” office in Newark.

      Honestly, attempting to get your file transferred to another office in hopes of it being handled more quickly will be an exercise in futility for the time being. Every NACA office is booked solid well into 2021, and even Achieve the Dream events are booked solid for the remainder of 2020. Once dates for 2021 are announced, we expect them to fill rapidly as well.

      The demand for the NACA program is so overwhelming at this point that we literally cannot hire new people fast enough to meet the demand. Bruce Marks commented a few days ago that we are hiring 60 to 70 new people each month and and that trend will continue into the foreseeable future. In fact, our total staff size is now approaching the numbers we had during the peak of the mortgage crisis a decade ago.

      With such incredibly low rates right now, everyone wants in on the action…

      I’m afraid patience is the only option right now. Every appointment is filled and we are operating at full capacity. I apologize for the delays that have occurred, but especially in this completely insane year we have gone through, we simply can’t help that some parts of the “new reality” are going to be inconvenient, and the best thing we can do is be relentless in our dedication to get the job done, no matter how long it takes.

      Tim Trumble
      Online Operations, NACA

  24. Hello

    I was qualified as a Priority member and provided the OK to obtain construction loan financing and NACA will handle the final loan once the house is complete.

    I had a meeting with my MC and she entered our property address and verified income and confirmed I am a priority member.

    She proceeded and put in a request for a bank app (maybe too early) but credit access was denied because the house is not finished.

    Then I received an email from her Director saying my house does not qualify for the NACA program because I exceed the median income.

    But this was confirmed already so how does this happen? And I received the letter saying I’m priority.

    Any advise?

    1. Hello fbates4,

      Please refer to the email you were sent on October 24th regarding the probably cause of the situation you have experienced.

      Tim Trumble
      Online Operations, NACA

  25. 4th rescheduling now with the New York office since October. I was rescheduled to October 23rd, then November 6th, then December 10th (the actual rescheduled date agreed on was December 11th, but even though the email had the wrong date, we already know the deal.) and now I’ve received an email saying I’ll have to reschedule again (how is it possible that the system has been down for the last 2+ months?). Like, absolutely what is going on? Every reschedule we’ve had to update ALL of our financial information in our file because it’s no longer accurate weeks later -which takes hours. We were extremely excited to find that a program like this existed, but now all I want are the separate processing fees my partner and I managed to pay and for this association not to sell our information.

  26. Good Evening!
    I wanted to inquiry about the MRF. My next appointment is in April and one of my action plan items is to have the MRF saved in my account. Is it necessary for me to have those funds prior to this target date in order to become NACA qualified if this is the only condition not met?

  27. Hello TTrumble
    I wonder if I can speak by phone whit specially to see what do we need for star the process


  28. Hello, I have made several attempts to reach the Los Angeles office and after being on hold a few minutes the phone disconnects. Can someone please provide me with a good contact number to reach a counselor. Your help would be greatly appreciated

  29. Hello,
    I desperately need to complete my NACA process, In Feb 2020 my counselor and I was supposed to follow up after being qualified for a $155,000 loan, I needed to complete my action plan. I did, but by the time February came we were going to reschedule but the pandemic started in March. So so much has happened. Then I find out months later the counselor quit. To communicate through emails has not addressed anything. I get repeat emails. I would like to continue my process but need a counselor to work with in my unique situation. I need to prepare for a place to own so I don’t become homeless. NACA help get me set again.

    1. Hello Miss Smith,

      Simply call NACA Member Services at 425-602-6222 between 9:00 am and 6:00 pm Eastern Time Monday through Friday and they will help you get back on track.

      Tim Trumble
      Online Operations, NACA

  30. I have completed my web file and have called every NACA number and cant speak to anyone to make my 1st intake appt and i have tried emailkng has well which arent going through. Can someone help me please? So my husband and i can continue with the process PLEASE

    1. Hello Keri E Wooten,

      The only number you need to call is NACA Member Services at 425-602-6222 between 9:00 am and 6:00 pm Eastern Time Monday through Friday. they will help you get your appointment set.

      Tim Trumble
      Online Operations, NACA

  31. I believe I have posted everything that has been requested accepted 2 years of rental agreement – I been in the same place since year 2000 – under the same lease – Everything else has been posted – when clicking on the appointment this is what appears You must provide the following items prior making an appointment.
    Latest Tax Return
    Latest Bank Statement
    I have posted all tax information as well as bank statements – what do I need to do to get an appointment or talk to a live voice. I have all requested documents

    1. Hello Joan Robertson,

      Most likely you have not submitted your 2020 W2 or 1099 forms to your file. These were required to be in your file no later than February 1st. your 2020 income tax return must be in your file no later than April 16th.

      You may also log into your NACA web file online to check that your most recent bank statements have been properly uploaded to your file. Please make sure that at lest your most recent three months of statements are there.

      Once these have been completed, you should have no problems scheduling a appointment.

      Tim Trumble
      Online Operations, NACA

  32. Hello no homebuyer workshop dates are listed in the dropdown box; trying to register to complete the first step to join NACA and start the process.
    Where can I register for the homebuyer workshop? I am an California Resident.

    1. Hello Maria LaRose,

      At the present time, all workshops through April are full. No new workshops have been scheduled as we work on the possibility of returning to a least a limited number of local workshops instead of the entirely online workshops we have conducted since the pandemic struck. Once we have reviewed trends and other statistics we will form a functional and safe plan of action and post a new group of workshops at that time. Until then we ask that you be patient as we work on steps to get the workshops back into the hands of our local offices where they should be.

      Tim Trumble
      Online Operations, NACA

  33. Good evening!

    I recently attended a workshop and am trying to schedule my intake session. I called a main number and left a voicemail because my local office has a voicemail box but it is full. I don’t know if I’m doing the right thing. In addition, something is happening with the web file and I cannot upload certain items. I appreciate any guidance on how to contact someone for an appointment. I am closest to the DC office, but my address is in MD.

    Thank you!

    1. Hello Melissa,

      Please continue to reach out to the DC office. We are in the process of creating a national switchboard system to help prevent callers from being routed to a voicemail box. Also, your local office is responsible for scheduling appointments as well.

      Tim Trumble
      Online Operations, NACA

  34. Hello! I sent an email to you guys 2 weeks ago but I haven’t gotten a response. I’m hoping this would be a faster way to get to you. I had my first meeting February 20th. I did everything needed to make my appointment, but the page keeps saying I’m missing my bank statements which is already uploaded. The money for the NACA payment have been deducted from my bank account, but I’m still not able to book an appointment. Would you be able to help me out? Thanks and have a good day!

    1. Hello Adebisi Shodiya,

      Unfortunately, we cannot provide direct help through this channel for security reasons. Your best bet is to use the Live Chat feature on our website at http://www.naca.com. A member services Rep should be able to help you get things straightened out.

      Tim Trumble
      Online Operations, NACA

  35. My husband and I would like to purchase a home with the NACA program. Should we both complete the workshop? Only one of us was able to register in time for the April 2021 workshop, so should we both just log on together?

    1. Hello Taneisha,

      You are actually on the right track. Both of you should complete the workshop together. This is going to be the biggest financial transaction fo your lives, so why wouldn’t you? Plus you both need to understand how the program works. Otherwise one partner will almost certainly delay the process for you both.

      Yes, just attend the virtual workshop together. Only one workshop registration is needed, and there will be only one NACA member ID number issued for the entire household.

      Tim Trumble
      Online Operations, NACA

  36. I am having a challenge scheduling a counseling appointment. Called both my local member services number and the main Naca member services line without success. How can I be assisted?

    1. Hello Milka Isinta,

      Continue to call your local NACA office. We have made some recent changes that will make sure you reach someone if you call during business hours.

      Tim Trumble
      Online Operations, NACA

  37. I would like to update my file by deleting some documents but the system does not allow me to do so. Since I started my home purchase application some time ago, there has been some changes. How do I approach this dilemma of removing old documents?
    Also, I uploaded my bank statements and though each month’s pages are in order (e.g. 1 through 6), the months are not in sequence. Do I need to correct this, and if so how do I make it right?

    1. Hello Orin Alleyne,

      Members are not allowed to delete documents from their file once submitted as this would open the door to potential improper and even fraudulent manipulation of the file. Only your counselor can delete documents after you make the request, which must include a valid reason you wish to delete them.

      Tim Trumble
      Online Operations, NACA

  38. Hello I have been trying to call the naca office and email them for the last 4 days ITS NOW 03/10/21 going into 03/11/21 and no answers at all. I am looking to take my business else where. The system is broken and customers should not be without notice of office closures if that is the case for a short time frame for meetings and marketing or whatever it is all of the employees are doing reason no one is in the office and its like the system went ghost. I have been qualified and was sending homes to my realtor when I was informed by my realtor that he also was getting no calls back or emails and did not want to work with my case any longer due to the good homes passing me by since no one pick ups. Hiring and communication is key.

    1. Hello Dominica,

      I have to admit I’m a little surprised you haven’t already surmised the reason for the issues you describe. The recent winter storm in Texas that has turned much of the state into something similar to a war zone has also affected NACA and our staff. All three of our Texas offices, Houston, Dallas and San Antonio, plus as Baton Rouge, Jackson, MS and Memphis were damaged in the storm, with Houston suffering major water damage from burst pipes.

      Many of our staff members have been without clean water, electricity and heat for nearly two weeks. Obviously their own homes and families are, and should be, their priority at this point. It of course has also hurt communications, meaning many of the staff members are unable to work from home even if they were not severely affected.

      We are working to recover and return operations to normal as quickly as possible, but the competition for resources alone is still huge. Our other offices are stepping up as best they can, but with all three Texas offices affected by the storm, it is still a huge task for an organization as much in demand as NACA.

      Please continue to call your local office. Calls should now be rolling over to other offices so we can begin providing help for our members again in those areas affected by the storm.

      Tim Trumble
      Online Operations, NACA

  39. Although my wife and I are still legally married, we have separated almost 10 years now. She now lives in the home she purchased while I have been renting a room in a motel. Would I be able to purchase a home through NACA?

    1. My question was based on my understanding that a person cannot purchase a house through NACA if the spouse already owns a home. I appreciate some more information please.

      1. I would really appreciate you feed back at your earliest convenience, please, so that I know how to proceed with my home purchase. If you need to research my question, I understand.
        Thank you.

    2. Hello Orin Alleyne,

      Because you are still legally married, you will not be able to buy a home through the NACA program as long as she owns a home. In many states, referred to as community property states, you actually own half of her home simply because you are still married. The fact that you live separately or how long you have done so is not relevant to the situation. You must be divorced, or at the very least, legally separated in states that recognize such a status.

      In many legal and financial matters, a marriage is not something you can simply walk away from and simply continue as if the other person does not exist. It is a legal union as much as it is a spiritual one, and must be dealt with accordingly.

      Tim Trumble
      Online Operations, NACA

    1. Hello Charmaine Harris,

      That would still be the realm of Member Services. Unfortunately, the office in which they are located is presently closed this week due to a Covid-19 outbreak and cannot be reached by phone. There is a skeleton crew with the ability to work from home who are manning the Live Chat feature on our website, and I suggest you try there to get assistance.

      Tim Trumble
      Online Operations, NACA

      Tim Trumble
      Online Operations, NACA

  40. Good Morning

    I have uploaded all of my documents what would be the next step. On the summary page it says you can set an appointment but it doesn’t allow me to do so

    1. Hello Kahlia Edwards,

      If the system is not allowing you to schedule an appointment, then there is in fact something that has not been received. If you need help determining what that is, please call your local NACA office where they can help you determine what is still needed and also schedule an appointment.

      Tim Trumble
      Online Operations, NACA

  41. I have called every number possible and emailed trying to get help with getting an appointment. I can’t get anyone on the phone nor has anyone responded to my email. I went to the office located in Milwaukee and it was closed. I have submitted everything I needed to to get an appointment and it won’t allow me to saying that I need to upload bank statements and latest tax returns (which I’ve already done). I’m running short on time and would really like to go through the NACA program to purchase a house, but I have been resubmitting my stuff for months now. Can someone please help?

    1. Hello Hope Wells,

      I’m not sure what numbers you are calling or when, but NACA Member Services is open 9:00 a.m. to 6:00 p.m. Monday through Friday at 425-602-6222. Also, if you are calling your local office during business hours, the phone WILL be answered. NACA has recently created a virtual National Switchboard to prevent such things as you describe. If the local office does not answer within a pre-set time frame, the call automatically rolls over into a national queue and is answered by the first office available to take the call.

      All NACA offices have been closed to the public since the outbreak of the pandemic last year, and restrictions have not been reduced significantly for us to be able to reopen them yet. This is why the entire process is now completed online. Continue to call your local office and Member Services. You will get through and they will be able to help you get the appointment you are seeking.

      Tim Trumble
      Online Operations, NACA

  42. How do I cancel my application for home buying and NACA membership? I have found an organization that can assist in my home purchase.

  43. I am trying to reschedule my appointment. I had an appointment last Wednesday but it was cancelled because Jorge Cepeda had a training to go to. Have left several emails with no response. Can’t get thru on the phone. Why is it so difficult to get an appointment. Please get b back to me for an appointment.
    Miriam Cruz

    1. Hello Miriam,

      Please contact our National Queue at 425-602-6222 select option 2 to request an appointment.

      Veneka Quick
      Online Operations, NACA

  44. What is the purpose of me getting a “salary key”? The website my counselor sent me do tells me to apply for one. I was told to call a phone number on the site but there is only one and it’s automated and won’t let you speak to anybody. If they know how much money I make why am I being given “busy work” ?

    1. Hello Natalie,

      No task your counselor gives to you is ever “busy work”. Your counselor has far too much to do to ever waste time in such a manner.

      Federal law requires that sources of income be verified not only for mortgage loans, but for nearly every other type of credit. Many companies have outsourced such verification of their employees’ status to companies like The Work Number and uConfirm. In such cases, it becomes the member’s responsibility to create an account with the agency and provide access to the counselor so we can obtain the necessary verification of employment.

      Tim Trumble
      Online Operations, NACA

    1. Yes, in fact your HCV funds can be used to help buy a home. Please refer to information on the “HOT-PHA” program on the NACA website.

    2. Hello debra galloway,

      Yes, not only can you be qualified while receiving Section 8 benefits, in many cities, you can use your Housing Choice Voucher with NACA’s HOT-PHA program to use those benefits to help you buy a home and have it paid in full in just fifteen years! You can find details on our website at https://www.naca.com/the-naca-hot-pha-program/

      Tim Trumble
      Online Operations, NACA

  45. I recently went through the initial orientation and I filled out most of my paperwork online except for my work history. I’ve been trying to reach somebody in my office and it tells me there’s nobody to take my call and then ends the call abruptly. I have a question regarding my employment history I’m currently on unemployment and waiting for my office to reopen due to closing because of the pandemic I’m set to go back in September but haven’t worked in over nine months. Am I still able to consider myself employed?

    1. Hello Teal vaughn,

      While NACA will be able to make some accommodation for people temporarily laid off due to the pandemic, you will not be able to be qualified while receiving unemployment benefits. UI benefits are temporary income by definition and cannot be used for qualification. However, as long as you return to the same or equivalent position with the same employer, you will not be required to re-build your employment history from square one.

      Tim Trumble
      Online Operations, NACA

  46. Good Afternoon
    I am trying to reach someone in technical support. I have been locked out of my account. Also, I have called a total of 26x to our local office there is no one available, I also tried several other locations no one is available. Please advise how can I reach a person.

    1. Hello Lashaun Roseborough-White,

      Typically, resetting your password will resolve the issue for members who are unable to access their NACA webfile. to do so, you should contact a NACA National Services Representative at 425-602-6222. The rep will verify your identity and issue a temporary password to restore access to your file.

      Tim Trumble
      Online Operations, NACA

  47. We uploaded all our documents. Entered our banking info to submit our membwr fee and credit check fee. Went to schedule an interview. Then it told us to press finish and logout. We don’t know if our video interview got scheduled nor have we received an email or heard anything from anyone. What do we do?

    1. Hello Dandre Jones,

      Please contact a NACA National Service Representative at 425-602-6222 between 9:00 am and 6:00 pm Eastern Time Monday through Friday to determine the status of your file and what actions are required.

      Tim Trumble
      Online Operations, NACA

    1. Hello Memuna,

      Please upload the required documents that were listed for you in the workshop to your NACA file online. Once you have done so, you will be able to schedule an intake appointment with your NACA counselor.

      Tim Trumble
      Online Operations, NACA

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