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:02/09/2023
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.
Veteran's United was completely unable to listen to anything I've said. I call them and told them not to pay this property tax bill, because the county is messed up and has billed the entire 8 unit condo building built on two lots that the county has never split up. This honestly should be illegal, I shouldn't be paying more than my share of tax due. They should never be paying more than what I owe and intentionally paid an amount NOT attributed to my own tax bill. This is putting me into a financial hardship and a company shouldn't be allowed to operate this way.
Business Response
Date: 02/16/2023
Veterans United has spoken with the consumer and we empathize
with the frustrations they have faced. Upon receiving the information, our
research has shown the county does not have an individual parcel number for the
consumer’s unit and is charging the entire condominium’s property tax to the
consumer. Veterans United is working with the consumer to assist and advise
while they provide documentation to their county tax collector to appropriately
update their tax account. Veterans United Management remains available to
assist the consumer and will continue to maintain regular contact until the
issue is resolved and can be reached directly at x. ****.Initial Complaint
Date:02/05/2023
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.
On December 7, 2022, I enrolled in Bi-weekly ACH authorization to pay my mortgage with Veterans United. In order to enroll, VU required me to pay my December 2022 + January 2023 mortgages in full, and then bi-weekly withdrawals would begin in February 2023.
On February 3, 2023, I noticed that my bi-weekly ACH withdrawals had not yet begun, despite my enrollment. When I called VU, they explained to me that they did receive the application, but that they never processed it on their end, meaning that my withdrawals would not start in February 2023. When I asked VU to honor my enrollment application due to the fact that this was an error on VU’s part, the company refused.
VU is now asking me to re-enroll in ACH authorization. This would mean I would have to pre-pay February and March 2023 mortgage, the same way I pre-paid December 2022 and January 2023.
This is an unfair and ridiculous request. I completed the enrollment form and the company didn’t process it; they are now asking me to re-enroll.
I need VU to honor my initial ACH authorization form.
I have attached the email I originally sent authorizing ACH authorization.Business Response
Date: 02/10/2023
Veterans United has spoken with the consumer and we regret
the experience has not lived up to expectations. When a consumer enrolls for
bi-weekly payments, one half of a full monthly mortgage payment is made toward
the mortgage every two weeks, resulting in an extra full mortgage payment being
made each year and can provide significant long-term interest savings. To be
eligible to enroll in bi-weekly payments, consumers must be ahead of their
payment schedule by one calendar month to ensure a full mortgage payment is
received prior to the delinquency date. Unfortunately, the automatic withdrawal
did not start on the requested date and the consumer is no longer a month ahead
of their payment schedule, meaning a bi-weekly payment plan would lead to late
payments and additional fees. Veterans United Management remains available to
assist the consumer with setting up the bi-weekly payments in the future or to
answer any additional questions or concerns and can be reached directly at
************ * *****Initial Complaint
Date:02/05/2023
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 contacted me concerning an inquiry into VA home loans and stated they weren’t doing a credit check. Upon review of my credit report they conducted a hard check against my credit.
Need the company to remove hard check.Business Response
Date: 02/10/2023
Veterans United Management has spoken with the consumer and
we appreciate them taking the time to provide their feedback. Veterans United
will use the feedback to help our loan teams continuously improve and has taken
action to assist the consumer with the credit inquiry. We remain available to
answer additional concerns or to provide financing in the future and can be reached
directly at ************ ** *****Initial Complaint
Date:01/25/2023
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 am a disabled veterans who lives in ********, I am not required to pay property tax. I believed the false information that was shared with me during the purchasing process by Veterans United in reference to this issue. If they were honest and transparent I would not have purchased the property. If you are truly dedicated to assisting veterans, then be honest, helpful and do your job with integrity. I received letters from the Deputy Assessor for (2021, 2022, and 2023) and forwarded the documentation, but to no avail this issue has not been resolved. I paid 2021 taxes in 2022, I was told the website for Peoria County has to be updated before anything can be done. I moved in the property October 2021, and Veterans United still hasn't resolved this matter as of January 2023Business Response
Date: 02/01/2023
Veterans United Management has contacted the consumer and provided them with options to document the tax exemption. We remain available to assist the consumer with any question or concerns while they gather information and can be reached directly at *******************.Customer Answer
Date: 02/06/2023
Complaint: 18898414
I am rejecting this response because:1. The document that was requested had be provided previously several times and was provided before closing with no action taken.
2. The issue hasnt been resolved.
3. Veteran United providing me their customer service number is insulting when Ive spent over a year trying to get this resolved.
4. Veteran United has a letter from the county that states that I owe $0.00 yet they continue to collect escrow to cover the annual taxes.
Sincerely,
*************************************Business Response
Date: 02/17/2023
Veterans United Management has been in contact with the consumer and we are pleased to report the account has been updated as requested after receiving additional documentation to confirm the tax exemptions. We appreciate the consumer working with us to get documentation in place for the tax exemption. Veterans United is not a taxing entity and generally do not update taxes until actual tax bills are issued that confirm the amounts due to avoid scenarios where homeowners may suddenly be liable for large tax bills at the end of the tax year. In some instances, requests to update taxes prior to the receipt of tax bills reflecting exemptions are deemed appropriate depending on the documentation that is provided. Veterans United remains available to assist the consumer if there are any additional concerns and can be reached directly at ********************.Customer Answer
Date: 02/17/2023
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:01/23/2023
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 started a home loan pre-approval application with Veterans United on Sunday. On Monday morning I began receiving calls from multiple mortgage brokers. From 8:19 am to 6:13 pm, I have received 61 phone calls. I called Veterans United around noontime, and the customer service representative told me they would make the calls stop. They haven’t stopped and are getting more aggressive. My wife has received approximately the same amount of calls as I have.
They also did a hard credit check which has dropped my credit by a point. I was led to believe that the pre-approval was just a soft check before you began the actual application process.
These phone calls are continuing as I am
Writing this. My phone is basically useless because it is clogged up with these spam calls. This is a terrible company- they sell or put your phone number out to the world for every lender in the country to contact you.Business Response
Date: 01/30/2023
Veterans United has attempted
to contact the consumer but has not received a response and can confirm they will
not receive further calls for our organization. We empathize with the
frustration the consumer experienced however, Veterans United does not sell
personal information to third parties. The credit bureaus do commonly sell
information regarding consumer’s spending and shopping habits to other businesses
and creditors which is the likely source of the unwanted calls. For consumers
with similar concerns, we encourage they visit *********************** to limit
sharing of their information by the consumer credit bureaus. Veterans United
remains available to speak with the consumer directly about their concerns and
can be reached at ************ ** *****Initial Complaint
Date:01/18/2023
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 was supposed to review my place and do an appraisal which was 113 k the first time and they did not want to sell then it went up to 149 k and wanted to sell for that and once I move in I went up in the attic I noticed a heating duct still attached with metal piece blowing hot air up there and they left an old heating system up there which is a code violation and now I have to pay to have this repaired and I have a drainage problem also which my kitchen sink and one of my toilets will not drain so I have to pay out of my pocket for this repair so it’s obvious they did not do a complete check on my placeBusiness Response
Date: 01/25/2023
Veterans United empathizes with the disappointment of
finding repairs in a recently purchased home and has attempted to contact the
consumer but are still waiting on a response. The Veterans Administration
assigns independent appraisers at random to ensure fairness and evaluate the
current market value of the home and an acceptable appraisal was received on this
property as outlined by the consumer. All consumers are encouraged to obtain a
home inspection prior to the purchase of any home to identify potential defects
in the property in addition to a property appraisal. Veterans United’s role as
a mortgage lender is to provide financing on homes selected by consumers and
does not inspect homes or offer guarantees of workmanship. We remain available
to speak with the consumer about their specific issues, outline potential
solutions, and can be reached directly at ************ ** *****Customer Answer
Date: 02/02/2023
Customer called to say they did not answer his issue and that he wants it known that he feels they are prolonging this process so the BBB will close the complaint.Initial Complaint
Date:01/14/2023
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.
My wife and I moved from Virginia to Florida in June just in time to be greeted with Hurricane Ian.
With the damage that occurred to our home we contacted Veterans United and asked to move a mortgage payment to help us in our recovery.
They stated they could move 3 payments and would contact us at the end of the three months to discuss repayment terms.
We agreed to this but told them that we could not pay over the amount we were currently paying for our mortgage to which they said no worries we are here for you to help. They would just move the payments to end of the loan.
Today we received a late notice on our January mortgage which incidentally is 1100.00 above our previous payment.
Contacting them today we were told our option was to pay this for 12 months or put a large portion down and split the payment into 3 installments. Neither of which is possible.
Their assistance has in effect priced us out of our home.Business Response
Date: 01/27/2023
Veterans United empathizes with the consumer while they are
faced with the daunting task of recovering from a natural disaster. Veterans
United has attempted to reach the consumer to be sure all available assistance
and options are available however we have not received a response. Veterans
United Management remains available to speak with the consumer directly and can
be contacted at ************ ** *****Initial Complaint
Date:01/13/2023
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.
On December 9th, I made my mortgage payment. No payment came out after five business days. I called Veterans United (VU) and they told me it was processed, nothing due. However, no payment came out.I called my bank and no payment was ever made, reversed or attempted by VU. Approx 27 December, my VU account showed the payment reversed. I called and was told they changed systems, this was a known problem and to avoid a late penalty I needed to make a payment today and was assured everything was fixed. I gladly made my payment on 29 December. On 7 January no payment had came out yet. I called VU on 9 January, and was told this time the system was fixed and to resubmit the payment. I deleted my account numbers, reentered and payed December and now due January’s mortgage. On the 12th I called back as no payment had posted, I was told to wait until the 13th, which was business day 5. Nothing debited from my account on the 13th. VU account showed another reversed payment. I called VU and we called my bank together, which they confirmed no payments were made, reversed or attempted. VU took my bank account info again and processed the payment again and told me to wait another 5 business days. They also advised me that there was the potential this could go to the credit reporting agencies for late payment and if it did they would dispute on my behalf. It is clearly UNACCEPTABLE that there is even a chance that they would report this to the credit reports as I have now attempted to make my mortgage payment, for two months worth, FOUR TIMES. It is also unacceptable that this shows late on my VU account and that this has not been resolved yet and the statement for February has now posted.Business Response
Date: 01/27/2023
Veterans United Management has been in contact with the
consumer and we appreciate their feedback that allows us to continuously
improve. Research found the consumer attempted to make payment outlined, and determined
a system error led to the processing issues. A request to correct the credit
reporting has been placed based on the research and late fees have been waived.
Veterans United apologizes for the inconvenience and we remain available to answer
any additional questions by contacting us directly at ************ ** *****Initial Complaint
Date:01/11/2023
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.
My wife, ***** *****, and I bought a home in June, 2020 utilizing Veterans United, and their team to assist us on the home buying process. My wife and I went with the VA Home Loan because we were both active duty military, and we were informed on multiple occasions BY Veterans United that the VA Funding Fee would be reimbursed to us upon exit of service if we receive a disability rating of 10% or more. We informed their staff MULTIPLE times that we would not be getting out until at least 2022, and they continued to state we would still get our funding fee reimbursed once we get out as long as one of us has a rating of 10% or more. I just retired from service in September of 2022 with a rating of 70%, so I reached out to Veterans United and now we are being told we are NOT eligible because we were supposed to have our rating before we closed on the house. This is NOT what we were told. Attached to this complaint, you will find a screenshot of an email correspondence from loan officer **** ******** back in April of 2020 advising me that we would receive our VA refund once we exit service with a disability rating of 10% or more. We ONLY went with a VA loan for this sole reason, to get the funding fee refunded back to us once we received our rating. Getting our funding fee reimbursed back to us was what we were told, I don't understand how Veterans United can go back on their word and screw us over. Veterans United and their staff lured my wife and I into their business with deceitful intentions. We would have NEVER went with a VA loan if we knew we weren't going to get our VA funding fee reimbursed.Business Response
Date: 01/18/2023
Veterans United Management has spoken with the consumer and
we appreciate their time sharing feedback to allow us to continuously
improve. Veterans United believes the concerns have been resolved; however, we remain available to answer any additional questions and can be reached directly at ************ * ****.Initial Complaint
Date:01/11/2023
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 inquired about interest rates for their products, and in return, my wife and I have received nothing but harassment. Their employees/marketers have called over 40 times in the last 12 hours, and I’ve already attempted to remove myself and my wife from their call list. I understand drumming up business and working hard when you have a potential customer, but there’s a drastic difference between a follow-up phone call/check-in and harassment. These calls need to stop today. Do not give any of your information to this company. You’ll only be harassed.Business Response
Date: 01/12/2023
Veterans United Management has spoken with the consumer and we empathize
with the frustration they experienced. Veterans United does not sell personal
information to third parties or competitors. For consumers with similar
concerns, we encourage they visit *********************** to limit sharing of their information by other parties. Veterans United remains
available to provide financing and we look forward to assisting the consumer with
their home buying experience.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.