Complaints

This profile includes complaints for Veterans United Home Loans's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Veterans United Home Loans

  1400 Forum Blvd Ste 18 Columbia, MO 65203-1997

  
• 

  Veterans United Home Loans

  107 Center Pointe Dr Clarksville, TN 37040-8424

  
• 

  Veterans United Home Loans

  2410 NW Cache Rd Lawton, OK 73505-5238

  
• 

  Veterans United Home Loans

  129 Kiowa Ln Piedmont, SC 29673-6751

  
• 

  Veterans United Home Loans

  7302 Abercorn St Ste 1A Savannah, GA 31406-2436

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to change my mortgage payment from monthly to bi-weekly for the last 8+months in an effort to save a significant amount in interest/fees over the course of the loan. Despite a submission 8+ months ago via fax (per their request), and another recent submission (digitally through their page and via email for redundancy after spending a significant amount of time on hold just to speak to a representative) they have refused (and failed) to process my request. Both instances cite pre-payment needs, despite an authorized additional payment, and their ***** day processing timeline. This is quite clearly an attempt to avoid processing the request as it is not in their interest. I am going to try a third time and if it is not processed I will begin the search to refinance with another more reputable lender. ACHs are processed within minutes when withdrawing my funds, but take a month plus when not in their favor? Shady business tactics don't attract repeat consumers, and those that have served our country deserve above board business practices when expending their hard earned dollars.

  

  Business Response

  Date: 06/27/2025

  Veterans United management has contacted the consumer to discuss their request for bi-weekly payments and to explain the required setup process. We understand their desire to reduce long-term interest and have shared both the formal steps for enrolling in the program and alternative strategies that may offer similar benefits. We regret any delays or confusion and remain committed to helping the consumer find a payment solution that supports their financial goals. Our team is available to assist further at 800-814-1103 x 4141.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Instead of working with me as a veteran, Veterans United distanced themselves at every step. When I discovered serious safety and habitability issues after closingno running water, inoperable HVAC, basement dampness, and water in the electrical panelthey denied responsibility, redirected blame to the seller, and suggested the optional home inspection was the issue. They refused to hold their appraiser accountable, despite being the ones who selected, paid, and relied on their report to approve my VA loan.The appraisal, completed in March 2024, falsely certified that all utilities were on and functioning. The ** has since conducted a desk review and confirmed the appraisal violated VA Minimum Property Requirements (MPRs). Despite this, Veterans United has continued to side with the appraiser, citing limited scope as if that overrides VA policy. They have not offered a refund, repair compensation, or even acknowledged their role.I paid $650 through their portal for this appraisal, and Ive incurred thousands in repair costs. I repeatedly asked for the appraisers E&O insurance; it was only later discovered buried within a document without clear reference. ***** from their team inaccurately claimed I acknowledged receipt of the E&O when the email thread clearly shows I had not.This lender claims to support veterans but uses underwriting interpretations to undermine the very protections the VA loan program was designed to ensure. I have preserved all communications, photos, documents, and VA findings as evidence and have prepared for small claims court. I am requesting refund of the appraisal fee, reimbursement toward repairs, and written acknowledgment of wrongdoing. This complaint is part of my effort to seek accountability.

  

  Business Response

  Date: 06/24/2025

  Veterans United management has reviewed the concerns shared and appreciates the opportunity to respond. The property in question was appraised by a VA-assigned appraiser who certified that the home met the VAs Minimum Property Requirements at the time of review. While we understand the consumers frustration with issues discovered after closing, it is important to note that the VA appraisal is not a full home inspection and is limited in scope. Veterans United does not inspect or guarantee the condition of any home but provides financing on properties chosen by our consumers. In this case, the consumer elected to waive a full home inspection as part of their purchase contract that is negotiated directly between the buyer's, seller's, and their real estate agents. Our team remains available should the consumer wish to discuss any additional concerns by contacting us directly at ********************.
  
  
  
  

  Customer Answer

  Date: 06/25/2025

  Complaint: 23481542
  
  I have reviewed the business' response and am rejecting it because:
  
  Veterans United continues to deflect responsibility by claiming that the VA appraisal is limited in scope and that the borrower waived a home inspection. This is not about what I waived. This is about what the VA requires. The ** has already acknowledged in writing that there were errors in the appraisal, including Quality and Timeliness issues, and that the appraisal falsely certified that utilities were functional when they were not.
  Veterans Uniteds own website (************************************************************************************************************************************) clearly states that utilities are part of the appraisers evaluation under the VAs Minimum Property Requirements (MPRs). With the water meter physically disconnected at the time of appraisal, I want to know how Veterans United believes it was acceptable for the appraiser to certify that water was running when it clearly was not.
  Additionally, the appraisal listed the wrong number of rooms, which affects valuation and eligibility. It also failed to flag visible and unsafe conditions, such as an expansion tank resting on dumbbells on top of a water heatera clear safety violation captured in the appraisers own photo.
  The VA MPRs require all utilities to be on and functioning, and the home must meet basic livability and safety standards. These are not optional or waivable, especially in a loan guaranteed by the federal government for service members. Yet Veterans United continues to describe the appraisal as limited in scope, despite the VAs clear guidance that VA appraisals are held to a higher standard than conventional ones.
  Rather than acknowledging these documented failures, Veterans United has chosen to align with the appraiser, hide behind underwriting technicalities, and shift blame to the buyer or even the VAundermining the purpose of a VA-backed loan and betraying the veterans they claim to serve.
  
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Veterans United Home Loans for mishandling my VA loan application and failing to conduct proper due diligence before collecting money from me.Veterans United took a total of $975 from me, consisting of:$375 for a home appraisal $600 for a VA appraisal These payments were made in good faith, based on the understanding that I was pre-qualified and the loan was moving forward. However, after collecting these fees, I was informed that I could not proceed. This determination should have been made before requesting any payments from ***** this economy, I cannot afford to give money away. Veterans United did not perform the necessary checks up front and misled me into paying for services that ultimately went nowhere. As a result, I am left nearly a thousand dollars short, with nothing to show for it.I am requesting a full refund of the $975 I paid. Veterans United should not keep money for a process they failed to manage properly. This experience was stressful, financially damaging, and completely avoidable had they handled things professionally and honestly.I expect this matter to be addressed promptly and fairly.

  

  Business Response

  Date: 06/27/2025

  Veterans United management has contacted the consumer to discuss the concerns outlined and sincerely appreciates their feedback. While our records show that the loan team communicated throughout the process, we understand that certain aspects of the experience may not have been as clear as they could have been. Veterans United is committed to improving communication and ensuring consumers feel fully informed before moving forward. A path to qualifying in the future has been outlined, and our management team remains available should the consumer wish to discuss additional concerns by contacting us directly at 800-814-1103 ext. 3546.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with Veteran's United (VU) for three months to close on a home loan. They have repeatedly failed to communicate effectively or at all; they have also neglected important aspects of the loan contract such as fire insurance, causing delays to closing and more money needed from me to close. At this time, I have already wired the agreed closing costs and signed all the required documents for the home purchase. They neglected to put the *** insurance into the contract and therefore into escrow and closing costs. The delays throughout the process and general unprofessional lack of communication are egrigious. In order to recover good faith and close this deal, I want them to cover the cost of the *** down payment and escrow amount. I have paid what was agreed and still do not have the home loan completed or keys in hand.

  Customer Answer

  Date: 06/10/2025

  This issue has been resolved. The company has taken on the additional costs incurred by their error and the loan is funded! I am content with the resolution.

  

  Business Response

  Date: 06/17/2025

  Veterans United management has contacted the consumer and worked directly with them to address the concerns raised. We appreciate their patience, constructive feedback and willingness to collaborate towards the goal of getting them into their home. We valued the feedback as an opportunity to improve and worked to cover the unexpected costs, consistent with the consumers request. Our team remains available should the consumer wish to discuss anything further by contacting us directly at *******************.

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep Getting These Letter About MY HOME To Refinance, Get A Cash Out Or Give Them My Business I Call Them Asking They Stop Sending Me Mail , Stop Contacting Me Remove Me From Their Mailing List , But They Just Won't Stop

  

  Business Response

  Date: 05/30/2025

  Veterans United management has contacted the consumer in writing and confirmed that their contact preferences have been updated in our internal system to reflect no future outreach. While we cannot entirely rule out the possibility of a mailer originating from us, it appears unlikely based on our records. Unfortunately, it is common for third-party lenders to use public mortgage data and reference familiar companies in their advertising. We have invited the consumer to share a copy of the mail piece so we can investigate further, and we remain available if they would like to connect with us directly at *******************.

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by Veterans United after I was on their website looking for a real estate agent. Veteran United used information from previous years to conduct a credit check on me after I informed the representative that I did not want to have my credit check and was seeking information for a realtor. A realtor associated with Veterans United contacted me and informed me of how much I was pre approved for a home. I did not authorize this credit check and how does the agent know the loan amount I was not notified of the loan amount. The real estate agent attempted to make excuses than stated a loan officer will contact me. I asked why I did not authorize a credit check I did not ask to be pre approved for a home loan Veteran United used a distasteful tactics to gain my current address and conducted a credit check and did not inform me and instead informed the real estate/ realtor. I fell this was unethical and poor business practices exploiting Veterans to do business with them. I was only asking questions which led to a credit check and loan amount disclosed to a 3 party who works with Veterans United. I want this credit check pull removed my credit report immediately

  

  Business Response

  Date: 05/30/2025

  Veterans United management has reviewed the concerns shared and appreciates the opportunity to respond. While were unable to verify all the details surrounding this experience due to the employee being on a long term leave of absence, we understand the consumer did not intend to take further steps beyond requesting information. As a result, **** requested that it be masked by the appropriate credit bureau as an additional precaution. Veterans United remains available if the consumer would like to speak further at *******************.

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past 15 months my escrow has increased from 282 to 882 and month without an equal increase in property taxes or insurance during the same period. I cannot receive an explanation of why or the company will not allow me to pay my mo they insurance payment instead of escrow. They are putting my family out of a home because of their accounting errors and refusing to cooperate to allow my family to remain financially stable and secure.

  

  Business Response

  Date: 05/15/2025

  Veterans United management has contacted the consumer and appreciates their willingness to work with us to address their concerns through. Our review found the increase in the monthly escrow payment was due to a significant rise in the consumers prior insurance premium, which has since been canceled. A refund from the previous insurance provider is expected and can be applied toward the escrow shortage. In the interim, Veterans United has extended the repayment period to reduce the consumers monthly payment and outlined a plan to resolve the concern once the refund from the former policy is received. Veterans United remains available for any further questions or concerns if the consumer contacts us directly at *******************.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issues setting up bi-weekly payments. I called into VU and was informed I needed to complete a form and send a voided check to set up biweekly payments. I completed the form and mailed in the form for processing. After a week I received a letter stating that because auto pay was set up and the next mortgage payment was not prepaid, I was rejected. These additional requirements were not communicated by Veterans United the first time. So I called in again, turned off auto pay and prepaid the mortgage over the phone. They provided confirmation that the biweekly payments were set up. I checked my account the following month and I was not charged biweekly. There was only a full monthly payment applied. I called in again and was told they never applied the prepaid mortgage payment towards the biweekly payments schedule and that they used my payment for the next month because I didnt have auto pay set up. This conflicts with the requirements communicated by them during our second phone conversation. During this 3rd conversation, they have now told me that I need to prepay again ( pay all of May plus a Prepayment) and refill out the form/resend the voided check to start the process again. This last requirements involve us prepaying two mortgage payments which is a large amount of money for us. And considering the last outcome of us prepaying, I have zero confidence that Veterans United will apply these payments towards the goal of setting up bi-weekly payments. I see other people on this page have had similar issues. Im hoping to resolve this issue here otherwise my next step is to file a complaint with the ** and the ************************************. I can happily provide any additional details.

  

  Business Response

  Date: 04/29/2025

  Veterans United management has contacted the consumer to review their concerns regarding the setup of bi-weekly payments. We appreciate the consumer's persistence and regret the confusion caused during the initial attempts to establish the schedule. To implement bi-weekly payments, the account must be at least one full payment ahead, and in this case, some prepaid funds were initially applied to escrow rather than to the payment schedule. Veterans United worked with our third-party servicing center to reapply the funds appropriately and successfully establish the bi-weekly payment schedule as requested. We remain available to assist the consumer directly at ******************** should any additional questions or concerns arise.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This all started approximately February 17, 2025 when I started the home buying process with Veterans United VU. I received a pre-approval letter in an amount of $350,000 originally contingent on my job offer. I was told that VA was only holding my AR property as charging to my entitlement. So I asked for maximum and minimum amounts that I can qualify for. Mr. ****** from ** said in a text that maximum if we sell AR property, $806,500 and if we retain, $624,500. I ended up calling him to make sure those numbers were accurate because it seemed like a lot, and I knew I still had a property assumed by another person in *************. I told Mr. ****** is he sure about that entitlement because of the other property I have in *************. He assured me that everything was good. I assumed the people must have paid off the loan or refinanced it with another lender, so I just listened to Mr. ******** information he told me. I needed to get a loan of $430,000 to get the property that I was looking into. I put in an offer. I was then told that I don't qualify for that amount and the numbers weren't right. I backed out of that offer and got another pre-approval for $395,000. I also had to push my job start date out further. I put in an offer for another house for $385,000 a whole $10,000 below my maximum amount for pre-approval. I then went through the process filling out and returning all the information ** requested. I got a home inspection ($450) and appraisal ($600) done for the property. One week before closing I get a text message from Mrs. **** stating that she needs my signed closing disclosure for ** property. I had no idea what she was talking about and sent her all my assumption documents and documents from my realtor in **. Then I was told my entitlement was still in NH property and I can only afford $309,500 and would have to get a loan and put a down payment of approx $18,000. I have text's and banking as proof and want a refund of all the expenses.

  

  Business Response

  Date: 04/18/2025

  Veterans United management has contacted the consumer to discuss their experience and clarify the impact of a previously assumed property on their VA loan entitlement. While the property had changed hands, the original loan remained active, which continued to affect the consumers remaining entitlement with the VA. We recognize the situation caused some confusion and that there was an opportunity to address the concern earlier in the process. As a result, Veterans United refunded the consumers out-of-pocket expenses. Our team remains available to assist the consumer directly should any further questions or concerns arise by contacting us at *******************.

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to deal with the same issue last year where this lender is charging me an escrow when advised I do not need it for property taxes. This is the 2nd time I have filed a complaint against them. The first time took 4 months to fix. Now yet again they start charging me an escrow amount which is raising my mortgage payment by another 300$ a month. Im extremely ****** off and this is not right. Im 100% disabled veteran with actual no property tax besides a special service tax which cant be waived. I explained to this home mortgage lender I would take care of anything on my own and do not want an escrow besides for the hazard insurance. This needs to be rectified YET AGAIN before I take legal action. Im going straight to a complaint as it took a complaint last time before anyone did anything.

  

  Business Response

  Date: 04/08/2025

  Veterans United management has been unable to reach the consumer to confirm resolution, but we believe their request has been addressed. While property taxes had already been removed from the escrow account, the consumers additional request to remove them prompted a review by our third-party servicing center. Taxes are generally only waived when there are no taxes due, so any request to remove them triggers a review to verify exemption. In this case, the consumers primary parcel was fully exempt, but a related parcel still showed a small tax bill. As a result, the escrow was reactivated to ensure proper payment. We have since removed the taxes again per the consumers preference, and they will not be reactivated unless we receive notice of a delinquent payment in the future. To help prevent similar issues, we encourage the consumer to contact us directly with any escrow-related concerns. Our management team can be reached at ********************** for any remaining questions or concerns.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  They tried calling me once and I called back and left multiple voicemails for a *** *. and they never called me back. The issue seems to be resolved.
   
  Sincerely,
  
  ******* *****