NACA Neighborhood Assistance Corporation of America NACA poor customer service Jamaica Plain, Massachusetts

In May 2009, I was laid off from my job. I am single and unemployment income is not enough to cover my mortgage and utility bills. My NACA ID = 568745. That month I did some extensive research to see what options I had and it looked like, since I do not have income, my only option was to get a loan forbearance. During that time, my mortgage holder Countrywide (who had bought my mortgage from my original mortgage company - note I didn't choose them) was bought out by Bank of America. I spent several weeks trying to get help from BOA and finally read about NACA on the internet. I called them the first of June. It took me a month to finally get all my paperwork submitted. I endured numerous appts where nobody ever called, a malfunctioning system where they kept saying they never got the paperwork I sent them, and a dysfunctional customer service call  in line where you get disconnected, they aren't there during regular business hours, and you can be on hold for 4 or 5 hours.

I finally got the paperwork finalized in July. It took a month. Then I received an offer from BOA of a forbearance in Sept. However, when I called NACA in Sept and Oct, they said they still hadn't received anything from BOA. The status update page on the website had no information. When I called in Nov, I was told about the Sept offer and then I signed it online. NACA requested a change of dates for the four months I don't have to pay my mortgage.

I continued to call NACA despite the hours weekly I could spend trying to get hold of a person. I continued to try to monitor the status update page of the website, which rarely has current information. I kept calling BOA, who keeps saying they've never heard from NACA. On Dec. 18, NACA said they sent an email to BOA. BOA says they never got it. Not once have they tried to call BOA on the phone.

I am still waiting for the forbearance.

I cannot start negotiating with BOA myself since I started the process of going through a third party. I am at the mercy of NACA, who keeps taking on new customers, even while not taking care of the ones they have.

NACA receives government money for providing services and we as taxpayers are paying them.