Contacted About Escalation

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    Good morning! Apparently we’re not hearing from our MC because our file was escalated, and someone called to ask about our process. Unfortunately, it was a bad connection, and we didn’t get their name and when they got disconnected they didn’t call back. I called Member Services and there’s nothing on our account to indicate who called, and when I called back the HQ numeber they called from, the best we got was a guess that the person’s name was “Bonita House.” I called and left her a message, but still no call back and I’m not even sure she’s the person trying to reach us. Anyone have suggestions on what more we might be able to do? Or are we just hoping for a call back? This is the first communication we’ve had since last Friday, so I’m more than a little antsy, especially since they asked questions like “have you spoken to a mortgage counselor yet?”


    I wouldn’t worry too much. First of all Friday to Tuesday morning without hearing anything is pretty normal. Second, I would not expect anyone outside of your MC, your CC or your assigned HAND worker to be actually calling you for anything related to your file. The UW and anyone working on your file even through escalation would more than likely be emailing you or your MC to convey to you. If I were to take a guess someone associated with member services was following up and also following a script, just like when you call the cable company to report a service issue they always ask if you have reset the box and when you tell them yes they walk you through doing again anyway.

    • This reply was modified 1 year, 9 months ago by Nelsont.

    Hello BakerTheBaker,

    I was indeed Ms. House trying to reach you. She is a member of the Member Services team. It’s still your counselor you really need to speak with though, and he has been asked to contact you ASAP.

    Tim Trumble
    Online Operations, NACA


    Thank you both. My MC did finally reply to my emails, only to tell me he hopes to have my file resubmitted by COB tomorrow. Mind you, I don’t know what the issue was, or why it’s being resubmitted.. lol.. But I guess if my MC is resubmitting it, it must have been resolved.

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