Since working with NACA, I've been assigned 3 different counselors and somehow my file hasn't managed to be submitted for approval yet. I understand this is a busy time for everyone and there is only so much bandwidth I can expect an individual to dedicate to my particular file, but I've also had everything necessary included in my file for over a week now. Prior to that, despite several meetings I was still given high-level (being generous) guidance on what exactly was needed in my files and what the process would look like/what my budget is likely to be/etc. If there is something I need to do, please let me know. I feel as if I've been pretty quick to address concerns or comments, so it shouldn't be a problem. I was asked to make a social media post about NACA as my customer service fulfillment. As of now, the only comment I could make is: "The NACA program sounds nice on the surface and if you HAPPEN to make it through it sounds like some people have seen success. Aside from that, it's extremely difficult to get a hold of counselors (my experience over 2 years) and despite several outreaches to the member support team, I've seen nothing despite their police of "same day" response." "I am not getting my phone calls/emails returned. What should I do? NACA policy is to return Member phone calls and emails if before 4:30 p.m. local time the same day and if later, then the next morning. If this is not occurring, contact the local Office Director or Member Services." - Per the NACA site. And to add context since I spoke to several people yesterday who weren't familiar with the market in Austin in particular and why I'm so concerned about a lack of progress on my completed file. I live in the area with the highest national median home increase. Literally every day I wait it makes it harder to get a home in a reasonable price range and that is even more frustrating knowing I've done everything I need to since January of this year and it's now April and I still haven't been submitted. I have uploaded all of the necessary documents as of last week. I was also under the impression after my meeting on (4/8), that I would be getting a callback Thursday (4/15) to verify the documents provided would suffice and proceed to my file submission. When I received no communication via phone or email, I attempted to reach out and set an appointment at the number you provided and I was told: They could not set an appointment for me because I was missing documents in my file (I was paid on the 15th and this call was the 16th). I uploaded the paystub immediately. Then I was told the next appointment available wasn't until late June/July, but they were reaching out to my counselor. To which I asked to be transferred to someone who could accommodate me sooner considering my readiness. Upon transfer, I was told that they weren't sure what the previous person was referencing. They said my counselor was in training and therefore didn't have a calendar available, but they were also reaching out to my counselor. When I followed up today, I was told to contact either the San Antonio office or reach out to Diego Luque (who was evidently the manager I needed to speak to) So, sorry for any confusion, but I've called to set an appointment several times and wasn't able to be helped or given clear (accurate) direction. Hence the need for me to email you all. I understand that the process can only be finalized during an appointment, I'm just trying to make sure that I can even get an appointment and that it isn't several months down the line considering my readiness and the current market. I also understand markets around the country are experiencing aggressive increases in median home pricing. That does not negate the fact that Austin in particular is on the highest rise in the country, in that respect we are unique. I don't expect you all to break the rules or "prioritize" me based on my location. I'm simply clarifying my personal urgency/frustration based on the housing situation in Austin and the potential issues a lack of response/movement from NACA despite your policies of "same day" response will cause me down the line. I now have an appointment set for Monday (4/25). This means even if I get approved that same day (no one has explained what the process looks like timeline-wise, so I don't actually know), I would still have waited 2 weeks to submit my completed file and over a week longer than I was initially told and if there are any issues it will be even longer. This speaks to my previous concerns about this process being unnecessarily drawn out by a lack of response from the teams I've worked with at NACA thus far. To clarify, I appreciate NACA for its goal of making homeownership feasible for many Americans. I'm just pointing out that I've followed your process and am running into (avoidable) issues fairly often. At a minimum, I would have appreciated some type of communication or follow-up at the time stated, so I wouldn't be constantly checking my emails/phone for what the next steps would be. I think this is a reasonable ask from any business relationship/transaction.