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:08/10/2022

  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 enrolled in the VA forbearance program, because I was laid off due to Covid. When initially discussing this with a Veterans United Home Loan Representative. She gave me options on how to pay it back. One of the options was to just add it to my existing loan without any issues. Two and a half months later they infor me that's not an option anymore and that ended 3 days ago.. And that I will either have to basically refinance my existing loan, to a higher interest rate, pay it in full, pay it off in three months, or sell my house. This is totally unfair and how can they do this to Veterans. I feel completely lied to and mislead. Now I'm worried how I'm even going to survive. Furthermore, I would like to be called by a manager and get this resolved and corrected to what was initially represented to me.

  

  Business Response

  Date: 08/15/2022

  VUHL management has researched the consumer's complaint regarding their options pertaining to exiting the forbearance program.   The sunset of the Partial Claims Program was determined by the ********** ** ******** ******* and not VUHL's decision, and will no longer be an option for VA backed home loans at this time.  While we understand the partial claim had some unique characteristics that made it a good option for some borrowers, there may be other options available to borrowers at this time.  A member of our management team spoke with the consumer to address their concerns and facilitated a follow up with the sub servicer's loss mitigation team so they can explore options available to them.   Veterans United remains available to discuss the matter with
  the consumer if they wish
  to contact us directly at ************ ******

  Customer Answer

  Date: 08/23/2022

  Hello,

  
  

  Thank you for the update.  However, the situation has not been resolved and it's slowly getting attention.  

  
  

  I also believe this needs to be brought to all veterans attentions on what's going on.  I honestly feel taken advantage of and absolutely mislead.  Almost, like predatory lending.  

  
  

  As stated before if the VA partial claim was presented/available to me during my time of VA forbearance enrollment then it should be available when my forbearance plan ends.  Also, if other lenders are still offering the VA partial claim then it should be available to me and others as well.  

  
  

  Now they have offered to modify/refinance with a junior lien.  Resulting in me extending my loan by 15 additional months with a higher interest rate and a lien of $109,000+.  So basically I will have to pay $100,000+ more.  Completely unfair!!! When my forbearance plan was only three months long.

  
  

  The partial payment plan ends October 28th, not August 28th, as what the lender has been stating.  They also state since the VA is two to three months behind they will not allow veterans the option of the partial claim.  

  
  

  I can't believe lenders are getting away with this.  I can't help think how this is affecting families and their livelihood.  This is definitely predatory and this bully tactic needs to stop.

  
  

  All I am asking is for the lender to offer me the VA partial claim as they stated it would during my enrollment.  I'm not only speaking for myself, but for other veterans as well.  I have contacted ******* ******* ******** ******** ***********, and two national news station.  I pray there will be a better outcome in favor veterans.

  
  

  Respectfully,

  
  

  ******* *******

  

  Business Response

  Date: 08/29/2022

  Veterans United appreciates the consumer’s concerns and feedback
  surrounding the application of the Partial claim offered through the VA. Veterans
  United is in communication with the third-party servicer reviewing the
  interpretation of the guidance provided by the VA that led to the deadline for
  applications to be received. Veterans United and our third-party servicer were
  able to help the consumer identify another option that may better suit their
  individual needs to help them successfully exit the forbearance program. Veterans
  United Management remains available to the consumer to discuss any further
  questions or concerns and can be contacted directly at ************ ** ****.

• Initial Complaint

  Date:07/28/2022

  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.

  I was contacting this organization about getting a pre-approval loan for a mortgage. I have used this company before and didn't have any issues, so I thought this time would be smoother. The loan officer I worked with was not helpful with this process. He would tell me the income requirements, but then it became a back and forth dialogue about an offer letter. I informed ***** that I was willing to get the offer letter corrected to include additional details. However, instead of him leaving the dialogue at that, his emails I felt became condescending and that he was talking at me. When I tried to reach out to the customer service advocacy, the dialogue became even more toxic and disgusting. The first customer service advocacy rep I spoke with was a male. The conversation started off okay until, he a) started defending ***** (loan agent) without considering the consumer (myself) side of things, b) the rep got out of line when he communicated "well use there people" which I felt was very unprofessional and disrespectful. When I asked to speak to his manager he would to connect me and lied about connecting me to them. The second customer service advocacy agent (******) was truly no different. The conversation would start off okay, but then if she didn't agree with or didn't want to accommodate my request for a new loan agent, the conversation became nasty. As I explained with *****, my issue didn't lie with the company's guidelines, but rather how I was treated overall as a consumer. Don't use a name like Veterans United if you aren't truly going to assist them and try to help them along their way. This was the worst customer service experience I ever had and I am very disgusted about how they were quick to protect their loan agent while disregarding consumer concerns.

  

  Business Response

  Date: 08/04/2022

  Veterans United Management has spoken with the consumer on previous occasions, recorded their complaint and our response has remained consistent and unchanged. We regret that we were unable to live up to the consumer's expectations. Veterans United Management confirmed the loan team provided the consumer with information to qualify in the future and we remain available to discuss any additional questions or concerns if the consumer would contact us directly at ************ * ****.

• Initial Complaint

  Date:07/27/2022

  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.

  When I was going through the process of buying this house, I had one loan officer and then ever changing coordinators which kept screwing up the process.
  They overcharged me for a "VA" appraiser that did not do his job.
  We found out after we closed, that the septic "box" was 3 feet from the door and 30 feet from the well. Both of which violate building codes. the minimum distance for the septic is 10 feet from the house and 100 feet from the well. The water is undrinkable without 3 filters because it is only 50 feet deep and too close to the septic. its supposed to be at least 100 - 800 feet deep for where it is at.
  
  Veterans united doesn't care and they refuse to do anything about it. they said "Oh, well, we already paid the sellers"
  Stay Away from Veterans United loan company

  

  Business Response

  Date: 08/03/2022

  Veterans United Management has attempted to contact the consumer but has not received a response. We empathize with the consumer and the issues they are facing however as a lender, Veterans United’s role in the transaction is to provide the funds to purchase a property of the consumer’s choosing, provided the property meets program requirements. The consumer was encouraged to obtain a full home inspection for their protection but elected not to pursue this option as they are not a VA program requirement. The Department of Veterans Affairs contracts with and licenses independent appraisers to determine home values on a VA backed residential mortgage loan like the one the consumer obtained. Additionally, the consumer obtained a well water test showing the drinking water was considered safe prior to consummating the transaction in accordance with VA program requirements. We would encourage the consumer, and others in similar situations, to review their contract and any seller disclosures to see if the seller accurately disclosed all information about any potential issues or defects and address any discrepancies that may be found. Veterans United remains available to discuss the matter with the consumer and possibly provide more situation-specific guidance if they wish to contact us directly at ************ ** *****

• Initial Complaint

  Date:07/23/2022

  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've been a veteran United customer for nearly two years now. After voluntarily coming out of forbearance back in October of 2021, I quickly submitted a remodification application to VU mortgage.
  
  It was in December of 2021, that VU notified me by telephone that the remodification application was denied.
  
  VU specific reasons were never relayed to me nor was I provided anything in writing. Please note that if the modification was approved my interest rate would have been 2.75%.
  
  On the date of the telephone call which denied me in December of 2021. I was instructed by the VU representative that I could then apply for their option B remodification which I did.
  
  VU sent me specific documents to sign and return in January of 2022, which I did.
  
  It was nearly two months following, when only after my countless telephone calls regarding my application status that VU finally approved the remodification in February of 2022 with the first payment on March first of 2022.
  
  But now the interest rates had risen to 3.75%.
  
  VU then waited another three more months to May of 2022, to wrongfully reported to all three credit bureaus that I was 30 days late for December of 2021 and January of 2022.
  
  I've been attempting on several occasions since May of 2022 to have VU correct these errors with the three major credit agencies but VU has refuse to, stating that their records are correct.
  
  Additionally, refusing to provide me with any detailed proof in writing to why the first remodification was denied and any written notification to a payment due for December of 2021 or January of 2022, during the time the remodification application was being process.
  
  It's my belief that VU had toyed with my account for higher profits to charge me more in a higher interest rate and then damaged my credit reports to cover up their actions.

  

  Business Response

  Date: 07/29/2022

  Veterans United Management has contacted the consumer and
  developed a plan of action to help assist moving them forward. We appreciate
  the consumer contacting us and allowing us to further investigate their issues
  so that we may continuously improve. Veterans United will remain available to assist
  the consumer directly with any other questions until there concerns are fully resolved and we can be reached at ###-###-####.
  

  Customer Answer

  Date: 07/29/2022

  Complaint: ********
  
  
  
  
  I am rejecting this response because: Although VU did reach out to me yesterday this issue is not resolved. Additionally, VU admitted to wrongfully submitting a false report to all three major credit bureaus and started as they have promised months ago that it will take another 30 more days to correct this issue.
  
  
  
  
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  
  
  ***** *******

  

  Business Response

  Date: 08/08/2022

  Veterans United previously requested the credit bureaus
  update the late payments reporting on the account to reflect as current. The
  credit bureaus will inform the consumer of their decision in writing once the
  request is processed and we have extended our assistance to the consumer
  pending the decision of the credit bureaus. We regret the consumer’s experience
  has not lived up to their expectations and will continue working to try to full
  resolve the concerns. Our team remains available to answer further questions or
  concerns if the consumer would contact us directly at ************ * *****

  Customer Answer

  Date: 08/08/2022

  Complaint: ********
  
  
  
  
  I am rejecting this response because:
  
  
  
  Recently last week, I recieved a correspondence from VUHL which indicated that they weren't going to correct their error.
  
  
  
  As I previously stated, I would prefer that this complaint remain open until the company lives up to their promises as they have multiple departments involved and none of them are on the same page.
  
  
  
  Thank you.
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  
  
  ***** *******

  Customer Answer

  Date: 09/01/2022

  This complaint is based on VUHL's broken agreement with the customer to remove a credit reporting error for 12/21 and 1/22. VUHL stated in a prior BBB complaint filed under complaint ID ******** in June of 2022 that they would contact and have inaccurate errors removed regarding 12/21 and 1/22 from the three major credit bureaus Experian, Equifax, and Trans Union. Unfortunately, VUHL has failed according to a recent updated Experian report which clearly updated VUHL's mortgage loan department National Mr. ****** reported the same errors.

  

  Business Response

  Date: 09/01/2022

  Veterans United has been in contact with the consumer and did submit a request previously for the to have the credit information updated to reflect the payments as current. The credit bureaus do normally take several weeks to process unfortunate the request and we empathize with the frustration this has caused while waiting for the updates to be processed. We are pleased to report the consumer confirmed the credit corrections have been completed. Veterans United Management remains available to assist the consumer with any further questions or concerns and can be reached directly at ###-###-####.

  Customer Answer

  Date: 09/01/2022

  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:07/23/2022

  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.

  I have been making bi-weekly payments and paying additional funds towards a mortgage with Veterans United. Even when direction is added to pay towards principle Veterans United holds the funds for later payments. Thus, I am not getting credited for overage payments and they are capitalizing on interest despite additional principal payments being made. This is an unethical practice to capitalize on mortgage interest while reinvesting funds and obtaining interest on funds not applied to my loan. Lenders should not be able to set funds aside for later payments in order to capitalize on interest.

  

  Business Response

  Date: 07/29/2022

  Veterans United Management has contacted the consumer to
  discuss their concerns and we appreciate their feedback. Veterans United allows
  consumers to take control of their accounts by selecting a default manner in
  which any payment received above the minimum due is applied towards principal
  or to be applied towards future payments. Many of our customers are Active Duty
  service members who elect to make several months of payments prior to going on
  deployments to avoid missed payments when they might be unreachable which is why the default election is to apply to future payments unless otherwise requested. We have
  worked with the consumer to update their default overpayment method to apply
  towards principal and retroactively applied the additional payments towards principal
  per the consumer's request. We remain available to assist the consumer now or in the
  future with any additional questions if they would reach us at ###-###-####.