How to get my files escalated

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    Hello is there any way to get my file escalated or sent over to a manager or supervisor. My file is up-to-date and ready to go but my MC is mia and member services reassigned me and my next appointment is in November. I’ve been waiting since Jan to have my file moved over so I can get a pre-approval letter.

    Any advice is greatly appreciated

    • This topic was modified 7 months, 3 weeks ago by TTrumble.

    Keep calling.


    Hello Bdavis1130,

    Unfortunately, getting your file reassigned for not being able to get an immediate appointment is not grounds for escalation. As PJM noted, keep calling. Try to reach the office director for help and ask to be placed on a stand-by list to fill in if someone else should cancel their appointment.

    Tim Trumble
    Online Operations, NACA

    • This reply was modified 8 months, 2 weeks ago by TTrumble.

    Hey Ttrumble,

    Thanks for responding. I really appreciate it. So what qualifies for escalation then? I’ve been reassigned to a new MC 8 times in since June 2020 and I’ve only meant with 2 mcs both who quit after my first meeting. One in dec 2020 and the other in June 2021. My next meeting is in November 2021. I keep being told to keep calling and there’s nothing that can be done and to be patient. I think I’m doing my part by being patient,continously calling and checking in, keeping my file up to date, etc. But at what point does naca return the favor? How is it okay that I am pushed to the back of the line each time an mc resigns?

    Again, thank you for your response. I understand that you guys are probably overwhelmed, and work in a tough environment. So thank you for all that you do. But what’s the process for those of us who continously keep getting over looked and pushed to the side?


    Hey Spadegaming Demo,

    So here’s an update. I was resigned to a new counselor and she’s great. I’ve learned that you drive this things. Stay on top of your files. Every 2 weeks I call in and use the #7 prompt to get them to review my file to see if they can see if I have any files missing and If their are I re-upload it. (Yup sometimes you will upload things 3, 4 ,5 times… still do it) try to upload everything as a pdf. If shows better on their system. If I can’t reach my counselor/MC I use the #2 prompt and that team will look at their calendar and schedule a meeting for you.

    But you stay on top of things. If you rent you will have to fill out a rental verification form, make sure you complex fills out all 12 months, and fills it out completely. If you have to write any letters of explanation, be sure to date each letter and physically sign each one before you upload it. Again upload it as a pdf. I use either a computer scanner, an app called cam scanner. Or I resave the file as a pdf on my computer.

    Make sure your saving money.. I knowing hard and a tedious process but keep the end goal in mind. I’m just had a meeting with my counselor/mc today and we’re finally ready to submit me to underwriting (hallelujah).

    If you have any additional questions let me know. I can only share Mty process and the things I’ve learned.

    Good luck

    • This reply was modified 7 months, 3 weeks ago by TTrumble.
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