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

  735 Seibert Rd Ste 101 Scott AFB, IL 62225

  
• 

  Veterans United Home Loans

  1405 Rucker Blvd Enterprise, AL 36330-2236

  
• 

  Veterans United Home Loans

  3415 Greystone Dr Ste 301 Austin, TX 78731-2365

  
• 

  Veterans United Home Loans

  10514 156th St E Ste 104 Puyallup, WA 98374-9360

  

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:10/07/2022

  Type:Customer Service 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.

  My husband and I have been working with VU since June 2022 on buying my grandparent's home and it has been the longest, dreadful process ever. We had our pre-approval and initial loan estimate right away. VU hired and scheduled the appraisal for June 28, 2022 which is where everything started to go downhill. The appraisal was completed, however did not get turned in to VU until 9/6/22. During this time, we were at a standstill with underwriting and the interest rates continued to rise. There was communication with our loan officer about the rising interest rates and how long it was taking us to get our appraisal back as we did not want to have to pay any higher of a rate than already determined. It was communicated to my husband and I during separate conversations that our interest rate would continue to be locked in without any cost/penalty to us, despite the lengthy wait for the appraisal. Once the appraisal finally came in, it was said to us that we would be all set to close once reviewed by underwriting. However, a day later we were informed that it had been missed that we actually needed a well test done now in order to close. This was completed. Another delay resulting from poor communication with the title company and VU, our closing was rescheduled twice. The day before closing, we were presented with our final closing disclosure which presented us with an $11,000 difference from previous numbers. When we asked our loan officer why the huge difference and we were told that this was the cost to "pay down your interest", even though we were told from the beginning there would be NO cost to us for keeping our locked in rate. I then spoke with a customer service rep from VU and ultimately was told "even though this was out of your control it still has to be paid" and "you had the opportunity to ask these questions beforehand and now the papers are signed, but I will see if I can make this a teaching opportunity so it doesn't happen to others in the future".

  

  Business Response

  Date: 10/14/2022

  Veterans United welcomes feedback and we appreciate the
  consumer sharing their experience so we may find opportunities to continuously
  improve. Veterans United empathizes with the consumer due to the delays in the appraisal
  process during a tumultuous time in the mortgage market as the appraisers are
  independent contractors, hired and assigned directly by the VA at random, to ensure
  their independence. The appraiser did not comply with the VA’s required turn
  times and the concerns and issues were communicated to the VA, however the
  appraiser is not selected or employed by Veterans United. The consumer’s claims
  were not corroborated, and the fees charged were disclosed and acknowledged prior
  to closing as required by law. Veterans United Management remains available to
  answer any additional questions or review additional documentation the consumer
  may provide and can be reached directly at 800-814-1103 x. 5265.

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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 recently signed up with Veteran's United Home Loans and as a direct result my cel phone is being bombarded (have blocked at least 50 calls and can prove it) from lenders offering mortgages. As such, I'm in the position now where I don't want to answer any unknown callers at all and there's a chance I've missed calls from the VA medical center. Once I realized I was getting bombarded with calls from lenders and knowing full well the culprit was Veteran's United I sent a letter to my loan officer ***************************** and ******************* (my concierge) to find out what was going on seeing as how obviously Veteran's United sold my information to a third party/ies. Today (after not receiving a response for about a week) I finally received an email from ******************* stating that, "we (Veteran's United) do not sell your information out to other lenders". Clearly ******************* is misinformed. As well, today I got a call from ***************************** that was nice enough to apologize for the delay on account of a medical issue with her father. I asked ****** how it was possible that my information was sold to a third party and she conceded that it was possible that when Veteran's United did a hard credit pull that the information leaked. To make matters worse, I just got a call from a third party lender literally about 10 minutes ago and when I asked her how she got my number she point blank told me that the agency (in this case Veteran's United) that pulled my credit were the one's that sold my information! As it stands, I know for a fact that Veteran's United is responsible for selling my cel phone number to a third party but what I fear is that other sensitive information was sold right along with my cel phone number. I appreciate any assistance anyone can provide in this matter.

  

  Business Response

  Date: 10/05/2022

  Veterans United Management has spoken with the consumer and we certainly understand the frustration that comes with receiving unwanted phone calls. Credit bureaus often sell consumer information to other lending companies for a fee when their is credit pulled for all types of loans, which was the most likely source of the unwanted calls. Veterans United would encourage all consumers who may be concerned about unwanted calls after inquiring for credit to visit www.optoutprescreen.com to limit what information credit bureaus are allowed to share a few days prior to consenting to any credit inquiry. Veterans United remains available to assist the consumer with obtaining financing or to answer any additional questions or concerns in the future if they would contact us at ********************.
  

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However.. my satisfaction is contingent on Veterans United informing future clients of the opt out option before making a hard credit pull. I OBVIOUSLY would have chosen the opt out option had I known it was available. I'm extremely dissatisfied with this business. To make matters worse considering the person that called on behalf of veterans united to inform me of the opt out option said she was also bombarded by calls (having recently purchased a house) is incredible. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/21/2022

  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.

  United Veterans ran an unauthorized credit check using my social security number that was given to check for a Veterans Administration Certificate of Eligibility. I had not authorized this credit check and it is now showing as a hard inquiry on my credit report. I have respectfully asked them to remove this unauthorized credit check from my report and they refuse.

  

  Business Response

  Date: 09/28/2022

  Veterans United has attempted to contact the consumer and regrets the experience did not meet their expectations. Veterans United Management remains available for the consumer to discuss their request and experience if they would contact us directly at ********************.

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have committed to working with the appropriate credit reporting agencies to remove the unauthorized hard inquiry on my credit report.  I appreciate *********************** communications with me on the matter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  Veterans United has made my first home buying experience a stress induced nightmare. Very quick to respond to get you involved, invested and when money is involved. When it comes to responses, especially upon the closing date, I received nothing. I haven’t received a response from my main point of contact loan officer in 2 weeks, and it’s 1 week after my initial closing date. I’ve emailed, called, left voicemails and texted. It wasn’t until I called customer service that a secondary loan officer took the patched through call and has been helping. I tried contacting within 3 days of initial closing to make sure everything was ready. It wasn’t until the day before and day of that I was told I needed 9 more documents for the underwriters. I was told initially that I had everything. Then I was told after that, I had everything, and it should be ready by the next morning or day after. Now I’m on the eve of my second closing date and was requested for more information. When I asked am I going to have to postpone my closing again, it was with a resounding “I don’t know”. I sent a pdf with all my tax forms from the year they requested, from my tax filing website and was told they couldn’t use it and they needed the forms. I took screenshots of the forms from the pdf, uploaded them to the website and they worked. I still took off work to go search through all my files and find tax returns from years ago they should’ve asked for 4 weeks ago. So I can’t tell if it’s laziness or incompetence. My main poc would not pick up to have a 3 minute conversation, but he will text my realtor that I sent the wrong documents but can’t walk me through what is needed to expedite the process. I’m less than one day away from either owning a new home or looking for another lender because the seller is planning on pulling out from delays because nobody has a clear idea of what is going on within your company

  

  Business Response

  Date: 09/16/2022

  Veterans United has spoken with the consumer and would like
  to thank them for working with our loan team to complete the purchase. The
  consumer and loan team were able to work together to obtain the final loan
  approval and we are happy to report the closing is happening later today.
  Veterans United management remains available to directly assist the consumer with
  any other concerns or questions that may arise and can be reached directly at
  ************ * ****.

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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 am United States Air Force veteran and have used Veterans United in the purchase of my first home property in 2020. I recently started looking for another property to move into in a better school district for my autistic son. I was issued my preapproval letter August 4th *****. My longtime real estate agent contacted the loan officer I previously worked with and provided her the information on the property to verify if there were any contingencies with my previous home that would affect the purchase agreement. My loan officer confirmed with my realtor that I didn't have to sell my home as a condition to close on the new property. I submitted my offer, and it was accepted same day, August 20th 2022 and both the seller and I signed the contract and my realtor sent this to Veterans United.I paid my $3000.00 in due diligence along with an additional $3000 for ******* money as part of the contract. On August 24th 2022 I received unexpected news from my loan officer that I had to sell my home prior to closing onto the new property. I reached out, called, and received no response. My realtor informed me that the Branch Manager, ***************************** sent a one-sentenced letter August 25, 2022 to my realtor and listing agent stating that I must sell my current residence prior to closing on a new residence. I found it very unprofessional to have gone under contract w/the seller and listing agent to confirm this information prior to submitting the contract and placing the offer. I am a repeat customer of *********************************************. Due to the new contingencies that were brought after signing, resulted in the seller terminating and keeping my due diligence totaling in $3000.00 due to know fault on my own. I didn't receive a response back until August 30th 2022 from the ******************* concerning the issue.I am very displeased with Veterans United and their lack of communication, response, and professionalism as a veteran and I demand to be reimbursed for their mistake

  

  Business Response

  Date: 09/13/2022

  Veterans United Management has spoken with the consumer and we appreciate their candid feedback to help our team continuously improve. We regret the experience was frustrating but were able to identify a path forward to help purchase a new property and reimbursed the consumer for out-of-pocket expenses related to this experience. Veterans United looks forward to working with the consumer on a home purchase and we remain available to assist with any additional questions or concerns by calling directly at ********************

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  Message: This is absolutely insane to me. I was pre-approved for $350k with VU. We found a home for $85k LESS than that. We signed a purchase agreement, went through all the things and come to find out we were denied in underwriting. Why, you may ask? They required a 24 month rental history. That’s absolutely no problem, and we had absolutely no issue supplying that. I even advised ahead of the fact that there were two months in which **** was used during the rent moratorium. The denial came back because “I was late on rent.” During a GLOBAL pandemic. A time that this program was supposed to protect me from things like this happening. I think what is the most messed up is they absolutely assured me that I was safe to send my three elementary aged children to the school in the district which our home would be in so the change wouldn’t be so harsh on them with switching schools later. When I asked both my loan officer and loan coordinator if we could appeal, recheck or anything they pretty much washed their hands clean of me. I’m just a little lost when I utilized a federal program during a rough time for so many including myself, which I was not supposed to be penalized for but was. So, trying to coordinate with a different loan company to make it happen, they told me my credit score is no where near what VU made it out to be and my contract is now voided. There’s so much wrong and suspicious about all of this.

  

  Business Response

  Date: 09/07/2022

  Veterans United has attempted to contact the consumer but
  has not been able to reach them. We regret to
  hear the consumer’s experience has been frustrating to this point and hope to speak with them soon. Veterans United Management remains
  available to discuss an amicable resolution if the consumer would contact us
  directly at ************ ** *****

• Initial Complaint

  Date:08/29/2022

  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.

  Veterans United Home Loans Loan officer *** *** gave my wife and I false information on applying for a home refinance loan leading us into more debt and financial burden when there was never any chance of us getting approval for a refinance due to issues with our credit score and debt to income ratio.

  

  Business Response

  Date: 09/02/2022

  Veterans United Management has spoken with the consumer and
  we appreciate them taking time to provide feedback on their experience that
  will help us continuously improve. From speaking with the consumer, VUHL
  understands they have taken some first steps towards improving their credit and they have been connected with a personal credit consultant to help provide specific guidance with the goal of further improving credit scores. VUHL Management remains available to assist the
  consumer or answer additional questions in the future and can be contacted
  directly at ************ ** ****.

• Initial Complaint

  Date:08/28/2022

  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.

  For the last 6 or 7 months I have been trying my best to get a loan from Veterans United. I was approved the first time yet due to lack of income I was turned down after I had paid for house inspection and radon inspection this was a house in ******* ********. This second time for a house in forest park ******** 5 days before closing august 31 2022. I get a text to call my agent at veterans United and because I have a short time in my job I was denied after paying another home inspection at ****** 2 times one for ******* and the other for forest parts both in ********. They were aware of my employment status yet they continue to work with me up until Friday 2022/august/26. I was informed that I was denied due to lack of employment history yet they were aware of my situation since the beginning of the process they were using my disability from VA as income and I was under the impression that everything was going well until this past Friday it all fell apart, I was misled. Im highly disappointed can you make sure this doesnt happen to another War veteran please

  

  Business Response

  Date: 09/08/2022

  Veterans United has spoken with the customer and we appreciate the constructive feedback provided to help our team continuously improve.Veterans United has worked with the consumer to find an amicable resolution to the issues detailed in the complaint and outlined a path to qualify for a home purchase in the near future.Veterans United Management remains available to assist the consumer with any additional questions or concerns and can be reached directly at *******************.

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/24/2022

  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.

  They were given a heads up in may from **** that my home owners insurance needed to be renewed BY July 1st. They sent it last day of June with overnight. It was late, and my insurance was lapsed. **** combined my unpaid insurance of 3700$ with my insurance vehicle insurance and of course as a disabled veteran I can’t pocket out four thousand dollars. So my auto insurance was lapsed with my home owners. I had to take it upon my own volition to contact ****, spend 4 hrs on the phone trying to get them to take the late check. I couldn’t get approved by anyone for vehicle insurance which I needed to take my kids to school and my wife to college. So I had to purchase outside ****. Now I owe 570$ to **** that veterans united won’t pay out even though they caused the lapses. I have no idea what else to do other than lawyer up. **** said it was their fault and that there wasn’t anything else I could do other than accept the coverage I used to have like it never happened but I had already panic purchased another insurance because of the reasons listed above.

  

  Business Response

  Date: 08/31/2022

  Veterans United Management appreciates the
  consumer taking the time to speak with us and assisting with resolving their insurance issue. In the course of researching the consumer’s
  concerns, it was discovered the insurance company incorrectly
  updated the consumer’s policy to renew months earlier than the original provided and additionally failed to send an invoice for the insurance renewal
  to be paid. The consumer and Veterans United have worked with **** to get all
  information updated in their system to insure no further issues in the future and Veterans United remains available to assist the consumer now or in the future
  with any additional questions or concerns and can be reached directly at
  ************ ** *****

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service 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’m trying to purchase a home. I’m a veteran and am using Veterans United because they are highly recommended. I have been trying to get in touch with multiple people about my status, and am being ghosted. Emails, phone calls & text messages go un-answered and never returned. I need to know where I stand. My family and I are in jeopardy of being homeless and Veterans United is not helping by withholding information. They all my personal information and haven’t gotten back to me as to we’re I stand. I have taken a credit hit from going through this process.

  

  Business Response

  Date: 08/23/2022

  Veterans United Management has spoken with the consumer to address their concerns and we appreciate them taking time to provide their feedback which allows us to continuously improve. The Veterans United loan team was able to issue a preapproval after receiving documentation from the consumer's employer which caused the delay in issuing the preapproval. Veterans United wishes the consumer the best of luck with their home search and we remain available to assist with any further questions or concerns during their home search if the consumer would contact us directly at ************ ** ****.