Complaints
This profile includes complaints for Veterans United Home Loans's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 150 total complaints in the last 3 years.
- 40 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/10/2023
Type: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 recently bought a home through veterans united home loans through out the whole process it was a hassle,my loan officer was never available to top it off you can never get a straight answer hiuvget stone walling and then a influx of answers money that was supposed to be allocated to certain places were just ignored and when things didn't seem right the underwriter just did they wanted to do without looking into it with my loan offer and went with what they felt they wanted to do I've never dealt with so much trouble to buy a house they say they give you incentives for going through there realtors is a scam when asked I was told it wasn't there department they find out and never got a answer all and all veterans united made my first home buying experience a nightmare I would never recommend or bthis company again my loan has already been sold off what ever incentives you think you'll will get are a lie please don't make the same mistake I did no professional and like I said I'm still waiting on a answer for the issue,there's never a boss to talk to is made hard so they can evade the pro n lems whether they are with your loan or your gripes as consumer also I was lied to about an inspection that I was told if I didn't go through with appraisal I wouldn't get loan then com ro find out it was put off due to surgery no me asking ro stop appraisal all and all there was so much wrong with process I would not recommend this company ro none of my service brothers or sisters j would tell them don't make the mistake I did once the loan was closed it was like your forgotten please please I advise do your homework and you'll see with the bbb horror stories then you make the decision cause at the end of the day the everything was alot of smoking mirrors and if you do decide to go with them vet every step of process protect yourself cause there's many horror stories behind this companybthey don't want you to know stay on your toes and be careful of whk and how you deal with
Business Response
Date: 05/12/2023
Veterans United management has spoken with the consumer, and
we appreciate their feedback so we may continuously improve. We remain available
to assist the consumer with any further questions or concerns and can be
reached directly at ###-###-####.Initial Complaint
Date:04/28/2023
Type: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 a certificate of eligibility for a home loan in the amount $144,000. I started escrow on March 16 contract under my name listed as ***************************, and on March 17th the contract was placed in my second name which is ****************************. They closed the loan for four weeks because my name was not updated with the credit bureau report. Once my name was updated they gave me a new contract and then they closed my loan out again. They suspended my account on 04/25/2023 they told me to find another lender. I was informed to fix some things on my credit and I am working on as we speak. I currently live at a homeless shelter called CTRS. I am tired of living in a homeless shelter. I have a guaranteed home loan from the government. I would like to open a escrow for a $144,000 home.Business Response
Date: 05/09/2023
Veterans United has spoken with the consumer on numerous occasions, and we empathize with the issues they are facing. The VA does not provide a guaranteed loan to Veterans but provides backing which allows lenders to provide the benefits commonly associated with the VA home loan program. Applicants still must meet minimum debt-to-income and credit guidelines to be approved for a home purchase. The document being referenced as providing a guaranteed loan is called the Certificate of Eligibility and is not a loan approval. The Certificate of Eligibility is a reference to the amount of eligibility and backing the Veterans Administration will provide for a specific Veteran based on their length of service and any previous use of the VA Loan program. Veterans United has outlined a path for the consumer to proceed and we remain available to assist with any questions or concerns by reaching ** directly at *******************Customer Answer
Date: 05/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****************************Initial Complaint
Date:04/26/2023
Type: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 fell behind in my mortgage payments in January this year. So i have been sending additional funds every month to Veterans United in an effort to show that I am serious about keeping my home and paying what I owe. Veterans United is taking the additional funds that i send and is placing those funds in an unapplied fund account and not applying them to the balance that they say I owe. I have sent thousands of additional moneys in my effort to catch up. I have spoken to several customer service representatives and asked for the funds to be added to my account they are very willing to do so after a fee has been charged to my account. I have been charged over $300 dollars a month in fees since January. I only want Veterans United to apply all the funds that i send for my mortgage to my mortgage not put them in a non applied account and charge me fees. If not for this practice of not applying all funds and placing the funds that they choose to apply i would not still be behind. I have a 30 year mortgage with Veterans United and just want to be treated fairly, This company is using predatory practices in a time when most people are just scraping by like myself.Business Response
Date: 05/08/2023
Veterans United Management has spoken with the consumer
about their concerns, and we appreciate their feedback about our processes. Funds
received that do not equal a full payment are not generally applied to the
account until there are enough funds to make a full payment. Veterans United
remains available to assist the consumer and answer additional questions by reaching
us directly at ###-###-####.Customer Answer
Date: 05/09/2023
Complaint: ********
I am rejecting this response because: There has been no change from their original position. No concessions no compromise no change in practice or given in writing.
Sincerely,
***** ****Initial Complaint
Date:04/25/2023
Type: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.
Evidently, someone has used my phone number on their application for a home loan. I have received close, if not over 100 calls in 4 days! I have told numerous callers and texters that this is not this person's phone number. Every single person told me they would take it off and fix the problem. THEY ARE STILL CALLING. Even my husband has called and spoken to managers and still, just received another text and 2 calls this morning and it is only 10am!!!! Oh and now I am getting texts from other realtors because of this!!!! This is ridiculous. I am filing a complaint with the VA also. I'm not EVEN a VET!! I also own my home with no mortgage! I don't need this. I want it to stop and seems no one will listen. They are ruining my day, every day!!!!!Business Response
Date: 04/27/2023
Veterans United has researched the consumer’s concern and we
empathize with the frustration they have incurred. Our research showed that an
unknown individual was submitting numerous inquiries over multiple days using
different combinations of names, email addresses and phone numbers, one of
which was the consumer’s. Although action was taken as promised on the
inquiries that were submitted at the time of the call, the unknown individual
continued to submit new inquiries in the days following the initial request under different names. Veterans United’s technology
team has come up with a solution that will stop the calls and we remain
available to assist the consumer with any additional questions or concerns if they
contact us directly at ************ * *****Initial Complaint
Date:04/24/2023
Type: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’m trying to recast my mortgage that veterans united services. I applied to recast by sending in $250 dollars to them to begin the process. Since sending in my $250 dollars they have stopped responding to emails. The customer service person also gave me one address to send the check to and the day I mailed it a different Custer service rep gave me a complete different address. I asked what to do and no one will respond. It’s been over 2 full business days (4 total days) and no response.Business Response
Date: 05/01/2023
Veterans United Management has contacted the consumer and is coordinating with the proper teams to finish processing the requested recast. Recasting a mortgage includes many moving parts as well as coordination with outside agencies who back the mortgage to adjust expected payment amounts. Veterans United Management will continue to be available throughout the recasting process and can be reached directly at ###-###-####.Initial Complaint
Date:04/12/2023
Type: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.
There is a hard inquiry on my credit report for a home loan approval. This does not make sense as the date is marked August 2022. In August of 2022, I moved from California to Texas and already had an apartment to move into. On top of that, the apartment is in my mother's name so there should be no hard inquiries on my report related to any type of housing. I am not even thinking about purchasing a house right now.Business Response
Date: 04/19/2023
Veterans United has attempted to contact the consumer however
we have not received a response. Our records indicate the consumer completed an
application online and consented to the credit inquiry electronically. Veterans
United management remains available to speak with the consumer about their
concerns and can be reached directly at ************ ** *****Initial Complaint
Date:04/07/2023
Type: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.
Veterans United sold my home mortgage to another mortgage company on the day I requested a loan assumption by the buyers of my home. I called to speak with an assumption specialist and waited for many days without any call back, even after following up with phone calls multiple times. I got only an email on the third day saying that my loan was no longer their responsibility and that in 6 weeks I could attempt to work on this with the new company, due to the fact that the new company would not take over the loan until that time. I was told that my mortgage was sold and VA United would no longer help me with this loan assumption and that my home sale would not be possible with the sale being contingent on loan assumption. Even the manager told me that it wasn’t worth their time because by the time they worked on this, the loan would be transferred to the new company. This limbo period was created for my loan with both companies claiming no ownership of my loan, preventing closing on my home sale and costing me thousands of dollars to change closing terms entirely. There was no warning that my loan would not be touchable for over a month while VA United sold it off. I was not notified until it was too late to receive any help on my loan. I am an active duty military member and am moving for the military, VA United has created issues with both selling my home as well as buying a new one. And on top of it, no one has ever returned a single phone call. Horrible customer service and lies about how there is nothing that can be done from the VA United manager who does not want to do the difficult but right thing for a customer.Business Response
Date: 04/13/2023
Veterans United is in the process of transferring some loans
to a new servicer and during that process there is a short period of time where
some complex requests, like loan assumptions, may be slightly delayed. Loan
assumptions generally take 60-120 days to finish and the length of time required
to complete the consumer’s request only allowed 7-10 days. We regret the
assumption process could not be accommodated in the timeframe requested, however
consumers do have the option to sell the home at any time. Veterans United remains
available to answer any additional questions or concerns the consumer may have
by reaching us directly at ************ * *****Customer Answer
Date: 04/13/2023
Complaint: ********
I am rejecting this response because:
VA United had over 30 days to work on the assumption. 7-10 days is not correct and I have no idea where that number comes from. VA United refused to help a customer with this process and this 6-week period of an "untouchable" loan is not brief by any stretch. When speaking with the gaining mortgage company, they agree that there is no reason that VA United could not have taken care of this process with the time allowed. Now I still have to wait for another 3.5 weeks for the new company to take over the loan and be able to provide assistance that VA United should have completed. I have been assured that for a majority of assumptions, 30 days is plenty of time, especially when the buyers have already been screened for credit and application success. I still have never received any calls back from any number provided for assumption team help.
Sincerely,
****** *******Initial Complaint
Date:04/06/2023
Type: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 was preapproved with veterans united for a home loan. After finding a home that I was interested in I went under contract with the seller and veterans united. I paid out $1725 in inspection fees for the property. My loan officer **** ******** failed to notify me that at any point during the two week process that he would be unable to finance a manufactured home. He then sent me text message to deliver the news. Veterans united has declined to reimburse me for the inspection fees that I never would have paid had I been properly informed that they would not finance the loan. **** ****** then sent me an email stating that I was still preapproved for a single family home after cancellation of the manufactured home contract. This information was untrue as they have now requested I submit a new loan application. The only solution that they have offered is to pay the appraisal fee on a new loan which is something that they were going to do to begin with on the original loan and I have documentation to prove that. I am requesting a full refund of the inspection fees that were paid out and non refundable due to an error by veterans united home loans loan officer.Business Response
Date: 04/11/2023
Veterans United Management has spoken with the consumer and we
regret the experience has not met expectations. Our investigation confirmed there
was an opportunity to identify qualification hurdles earlier in the process and
the loan team was provided with proper training and awareness. Veterans United
Management has worked with the consumer for reimbursement of out-of-pocket
expenses and we remain available to provide financing or further assistance by
contacting us directly at ************ * *****Initial Complaint
Date:04/06/2023
Type: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.
**** ****** and team not only blew through the closing date, they cost me $4,275 that I'll never get back. **** personally told me his "Client Engagement Team" would be in contact to "make me whole." That never happened. These guys are negligent as well as liars.Business Response
Date: 04/10/2023
Veterans United Management has spoken with the consumer and we
regret the experience did not meet expectations. Our investigation confirmed an opportunity to identify qualification hurdles earlier in the process and
the loan team was provided with proper training and awareness. Veterans United
Management has worked with the consumer for reimbursement of out-of-pocket
expenses. The consumer has been provided with options to pursue financing in
the future and we remain available to answer any additional questions or
concerns by contacting us directly at ************ * *****Initial Complaint
Date:04/03/2023
Type: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.
Around March 25th I inquired with Veteran's United Home Loans trying to find out my husband's VA eligibility. We were considering by home. I spoke with someone named ***** who asked me several questions and he also asked if it would be ok to do a soft inquiry on my credit. He then called my realtor without my consent, and I also found out today they have done a hard credit inquiry for me and my husband. I've spoken with customer service about the inquiries and was told they would look into it.Business Response
Date: 04/10/2023
Veterans United Management has spoken with the consumer and we
regret the experience has not met expectations. The consumer’s feedback will be
used to continuously improve our processes and a request to mask the inquiry
has been submitted. Veterans United remains available to answer any additional
questions, concerns or offer financing on a home purchase in the future and can
be reached directly at ************ ** *****
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