Another Canceled Appointment :(

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  • #33295
    ShanandJorge
    Member

    I know this process takes time but these canceled appointments are becoming extremely frustrating. We’ve been going through this process for over a year now and it’s honestly heartbreaking that we are so close to the end but in the past couple of months we’ve had two canceled appointments. If you don’t recall from a previous post we’ve been with NACA for a while and prior to these past couple months our experience has been amazing! But in May everything started going downhill. We had an May 12 appointment which was completed. Our MC then scheduled a follow up to complete our file so it can be sent to the underwriter on June 4th (a Saturday), he canceled the appointment “due to a workshop.”
    We then had to contact member services and the office rescheduled the appointment which was completed on June 21st. Our MC then scheduled another follow up for July 16th (another Saturday) where he said he would complete our file and send it to the underwriters but he canceled it again. When we text him back explaining this is the second canceled appointment his response was, “well you can request a new MC” Has anyone ever been through this? Has anyone ever requested a new MC?
    Thank you

    #33300
    TTrumble
    Member

    Hello ShanandJorge,

    You can request a new MC, but it’s generally not a good idea as it will only set you back even further.

    What people never seem to think about is that your counselor absolutely hates the idea of cancelling an appointment. They are already carrying a more than big enough workload. Having to cancel anyone’s appointment and adding even more to the stack as a result does anything but make him or her smile.

    Your counselor most likely made the comment about changing counselors with at least a little sarcasm out of his own frustration, and I apologize for that.

    As I have noted many times, the NACA process is not meant to be fast or easy (though it is getting faster), and there will almost certainly be bumps in the road along the way. What you have to remember that the end result is more than worth bearing with the small irritations that come up.

    Hang in there. “Stay the course.” You’ll make it.

    Keep me updated on your situation.

    Tim Trumble
    Online Operations, NACA
    ttrumble@naca.com

    #33302
    ShanandJorge
    Member

    @ttrumble I understand the process takes time as I stated above,”I know the process takes time.” But the cancellations do not only affect your counselors workload; they also affect our jobs, workload, and pay. Please keep in mind we have to miss days of work for these cancelled appointments too. I understand there are bumps in the road but to be cancelled on not once but twice is a little ridiculous. Wouldn’t you be upset even a little? Since the office is not answering phone calls (another common problem) we are on our way to the office to speak to the manager and make a new appointment I’ll keep everyone updated.

    #33310
    SpecialK1975
    Member

    O my. This makes me really nervous.

    #33312
    ShanandJorge
    Member

    Well as an update we went to the office and spoke to a manager. She assigned us a new counselor and we have an appointment August 2nd! I’m happy we actually chose to take a step and go into the office this time rather than calling member services because quite honestly I feel the manager actually heard us and could understand our frustration.

    #33321
    TTrumble
    Member

    Hello ShanandJorge,

    Well done! I’m glad the manager was able to take positive action on your behalf.

    I always give the best advice I possibly can, but I never mind being proven wrong when it’s to our members’ benefit.

    Tim Trumble
    Online Operations, NACA
    ttrumble@naca.com

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