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:05/01/2024

  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.

  Im a disabled veteran. I have a mortgage for my primary residence. Veterans United (VU) is my lender. At the beginning of 2024, I received a VA rating of 100% disability. Since I live in *****, I am exempted from paying annual property tax on my primary residence. But not according to VU. In January 2024, I sent documentation to VU from my county tax office and the Veterans Affairs which shows that Im exempted. However, VU is still charging me for monthly property tax, and despite numerous calls and emails, they will not recalculate my escrow account and lower my monthly mortgage payment.Its May 2024 as I write this review. Five months into this battle. They owe me over $3,000 of overpaid taxes (calculated from the 100% rating backdated to 10 Oct 2023 through my current mortgage payment on 1 May 2024), and as of yet show no signs or intent of refunding me or fixing any of this. My next step is to contact an attorney.

  

  Business Response

  Date: 05/07/2024

  Veterans United management has spoken with the consumer and implemented the requested changes to the escrow account. We appreciate the consumer's patience and willingness to work with our team while the changes were put in place with our third-party servicing center. Veterans United management remains available to assist the consumer with any further questions or concerns in the future by contacting us directly at *******************. 

  Customer Answer

  Date: 05/09/2024

  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:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I provided my security collateral with Veteran United Home Loans in August of 2023 and again in February of 2024, I asked for a valuation from the company and was told that I needed to provide my security collateral once again as my application has been stalled. I wrote the company explaining how I wanted my application retracted if they wished for more collateral and they have closed the account. I know that they are unable to retract the application as it is no longer available pursuant to ******************* Act section 16 Part 2 where it clearly states that the local reserve agent shall take such application to federal reserve accompanied with a tender for the amount equal to the sum of notes this applied for and the collateral security offered shall be notes, drafts, bills of exchange, or acceptances. As the agent, ************************-A. for the principal, I am hereby accepting all Titles, all Rights, and all interest and Guaranteed Equity owed to the principal ***********************. Veterans United has already pulled the credits from the trust account. Pursuant to 12 usc 1431 the banks are the borrowers and the consumer the creditor. I am here to accept the credits owed to the principal/payee. There is equity and interest attached to this application. Veterans United is under contract with the Consumer in this consumer credit transaction. Veterans United provided the offer, and I accepted the offer and provided the security collateral on behalf of the principal. ****** securities or securities are those which are payable on their face to bearer. Those credits are owed to the principal for the benefit of the beneficiary. I have been damaged during this event, as I have lost an opportunity to a home of interest and I have been very emotionally stressed to discover that I am not the borrower. I ask that you provide remedy to this matter in good faith. ************************-A./Attorney In Fact For:*********************** as the principal

  

  Business Response

  Date: 05/13/2024

  Veterans United management has spoken with the consumer on prior occasions and our response has remained consistent and unchanged. Veterans United does not own or hold any equity or interest on behalf of the consumer as a mortgage was never consummated by the parties; however, they have been provided with a path to qualify for home financing in the future. Veterans United remains available to assist the consumer by contacting us directly at *******************. 

  Customer Answer

  Date: 05/14/2024

  Complaint: 21639938
  
  I am rejecting this response because: My social security number/EIN had been provided to Veterans as this is their valuable consideration in the contract. Veterans offered by sending me an application, I accepted and provided the required social security and name on the application thus  making this a security collateral. I then submitted this application thereby forming a contract. Originally, I just simply requested that Veterans return the original application back to me. The account was closed without the return of the application. I have not received the application. I entered into this contract as an adult with the capacity to contract. This status will remain. Please, return the original  application that is all. 
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/23/2024

  Veterans United management has spoken with the consumer via email and they have obtained copies of their application which they also uploaded in the correspondence through the Better Business Bureau. Veterans United management remains available to offer financing on a property in the future and can be reached directly at *******************.

• Initial Complaint

  Date:04/24/2024

  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 recently received 80% disability from the **. The county I live in gives full property tax exemption for veterans who receive 70% or more disability. I relayed this information along with supporting documents from the county to my Mortgage company. I asked them to please remove the property tax portion from my escrow account. This was sent to them on 1/3/24. On 2/6/24 I received a letter from them that that they reviewed my account and that your taxes are partial exempt. They said once they get the tax bill (which wouldn't be until 05/24) then they would review my escrow. I was not satisfied with this because they were charging me money, $915 a month, for my escrow account. Forcing me to pay money I did not have to (Stealing). On 3/6/24 I sent additional documents that showed I owed $0 for property taxes for the year. On 3/16/24 I received another correspondence from my mortgage lender saying they have forwarded it to their tax department to verify and then will let me know. On 3/29/24 I received another correspondence saying the same thing as the one before. Again, super frustrated and upset about paying a lot of money I was not supposed to be, I reached out again for them to review. This was on 4/3/24. I forwarded them a posted tax bill from my county website that showed I owed $0. I even broke down that my mortgage is $1,919.27 a month and escrow is $915.71 a month. My hazard insurance is $102.33 a month out of the $915.71 escrow. With the property taxes removed from the escrow my new monthly mortgage should be $1,106.00 a month. on 4/12/24 I received yet another correspondence advising that they cant complete my request. This is due to the face that my loan-to value-ratio (LTV) is 92.1% and not 80% to cancel the escrow. (I'm not trying to cancel my escrow just adjust it to remove my property taxes. I still have hazard insurance on my escrow account). Beyond frustrated I called them and told them I feel like I'm being forced to pay money I'm not supposed to.

  

  Business Response

  Date: 05/08/2024

  Veterans United has implemented the tax changes requested by the consumer and we appreciate their willingness to work with our team while we addressed the concern. While initially researching the tax exemption request the county provided conflicting information about the status of the exemption. Additionally, a member of the county assessor's office stated the consumers tax exemption documents were issued in error on a phone call that was placed in an attempt to reconcile the conflicting information, leading to the delay in processing the request. Veterans United management was able to clarify the countys error with the consumers assistance and we remain available to address any additional concerns by contacting us directly at *******************.

• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been working Veteran's United for over year in an attempt to purchase a home. The loan officer assigned to me was *******************. There a few things that needed to be cleaned up on my credit, so I was able take care of those issues to move forward with the process. I finally found a home that met my needs. As we were going through process of home inspection and other items. I was advised that I would need to pay a ****** VA home appraisal fee. Which was paid with no issues at all. As we were coming down to closing time, I was informed that I was no longer eligible to purchase the home due to some late auto loan payments. My wife had recently transitioned into a new job and fell behind. Once advised of this, I did my due diligence and paid the account up to date. However was told that I was not eligible at this time. Upon receiving this information I asked the loan officer ******************* about the return of my ****** appraisal fee. He said that would be no problem, and that he would work on getting that back to as soon as possible. I several text messages from him giving various excuses as why it is taking so long. As of yet I have not received the funds.

  

  Business Response

  Date: 04/29/2024

  Veterans United has been unable to reach the consumer to fully research their concerns. The research we could complete without speaking to the consumer indicates a refund of the appraisal was processed on April 4,2024, and was issued to the credit card it was made from. Veterans United management remains available to speak to the consumer by contacting us directly at *******************.

• Initial Complaint

  Date:04/19/2024

  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 started my experience with Veterans United while looking to purchase a home. I had been dealing with one loan officer who at a certain point in the process after securing a pre-approval in the amount of $400k was either let go or quit the company. I had to find this out by calling in when requesting to update the location of our home search. That was the first issue I had with Veterans United; they should have let me know that someone else had taken over my file rather than it being something I found out on my own.The bigger problem was later on when the numbers were being readjusted for the new area we were looking in. We at this point were assigned a different loan officer who was licensed in the new area. He got back to me with the new pre-approval amount and to my shock and disappointment the pre-approval had been decreased to $275k. The issues didn't even stop there though after he got off the phone with me I received an email with the updated pre-approval except now it showed $325k; upon seeing this I sent a followup text to ask if I had heard incorrectly about the adjusted pre-approval he replied "It's $275,000. That is with a $50,000 down payment..." The problem with that is immediately following that text I received yet another email with congratulating me on my pre-approval for $275k. My thinking is that he made yet another error and was covering up his tracks. ***************************** (the loan officer who sent the adjusted pre-approval) was insensitive and even almost sarcastic when I was explaining how upset I was over all of this. This company should be ashamed treating veterans in this manner. My fiance and I spent hours driving to look at houses just to find out that the pre-approval was in error. I tried to contact the company but they didn't have much to say other than essentially "well mistakes happen, sorry." I am very upset and I hope anyone who reads this thinks twice about utilizing this company.

  

  Business Response

  Date: 04/30/2024

  Veterans United management has spoken with the consumer and we appreciate their feedback that will help us continuously improve. We regret the experience did not meet expectations and have advised the consumer on options to qualify at a higher amount in the future. Veterans United remains available to answer any additional questions or concerns by contacting us directly at *******************.

  Customer Answer

  Date: 04/30/2024

  Complaint: 21600418
  
  I am rejecting this response because:
  Seems like a pre generated response, definitely following the same level of customer service I've been experiencing with Veterans United thus far.  They have yet to explain why my preapproval fluctuated so much with the identical information.  I want them to actually read my complaint which it obviously seems they have not.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/07/2024

  Veterans United has spoken with the consumer and provided options to qualify for a higher amount in the future. Upon a review of the application, the new loan team discovered oversights were made during the original preapproval process by an employee who is no longer with Veterans United.Veterans United management remains available to speak with the consumer by contacting us directly at *******************.

  Customer Answer

  Date: 05/09/2024

  Complaint: 21600418
  
  I am rejecting this response because:
  

  Veterans United is continuing to answer the same way they've been, they haven't answered any of the questions I asked nor have they elaborated on why the amount has fluctuated so much.  Before replying again please actually read my initial complaint please.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was denied loan because I didn't fulfill the time in service requirements how ever they didn't tell me or even check to see before I paid ally dues for inspections and now that the inspection window has closed we cannot find another loan company, effectively costing us the house we were buying. So because they neglected to check to see if I was even eligible I spent hundreds of dollars because I was told my approval was solely based on the appraisal

  

  Business Response

  Date: 04/26/2024

  Veterans United has spoken with the consumer and we appreciate the thoughtful feedback. We regret the experience did not meet expectations and have come to a mutually agreeable resolution. Veterans United management remains available to assist the consumer in the future with any questions or concerns and can be reached directly at *******************.

  Customer Answer

  Date: 04/26/2024

  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. The Representative addressed the issue with me and took note of the situation i presented. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/15/2024

  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.

  Escrowed taxes were not Paid to the County for Home Taxes. We had confirmation of payments from Veterans United saying it was paid. Now we are delinquent on our Home taxes and Veterans United has said that it has been taken care of and reissued but nothing has been sent and nobody is able to take care of this. We have been dealing with this situation for 4 months. It has effected us in multiple ways and Veterans United even tried to up our Escrowed amount to try and make up for their mistake by raising out home payment. This mistake is all theirs we escrow that money for a reason.

  Customer Answer

  Date: 04/16/2024

  Veterans United uses a third party Escow and tax service to pay all of their home taxes. It is believed that the third party company is the one responsible for this issue at this time.  Veterans United has helped me navigate this third party company.

  

  Business Response

  Date: 04/29/2024

  Veterans United management has spoken with the consumer and we appreciate their patience as we coordinated with our affiliates to address the concerns. We regret the experience did not meet expectations but we remain available to assist the consumer in the future by contacting us directly at *******************.

• Initial Complaint

  Date:04/03/2024

  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.

  My husband and I just had the worst experience with Veterans United. This has been extremely stressful and has disrupted our entire family. We have been working with **************** and ******************* on purchasing a home. We found a home and placed a contract. We spoke to ***** several times and he assured us everything would be transparent. We were 21 days from closing on our dream home. Our closing costs were around $7,000. On our "to do" list, we were required to create a "Statement to Verify Funds for Closing" for the $7,000 and were never told this amount would increase. ***** told us he was going to be transparent about everything and we believed him. Why wouldn't we? In our experience when someone is affiliated with our veterans, they have integrity. Monday 4/1/24 we paid our appraisal fee and 30 minutes later we received a new loan estimate that increased our closing costs by almost $5,000. I immediately sent ***** and **** an email for clarification on the increase. I also called ***** and requested a call back. This was at 3pm Monday afternoon. We did not receive a call or email from Gray or ****** As a courtesy, our bank's loan officer looked at the loan estimate from 3/20/24 and 4/1/24. This person said we should have been told up front about the inevitable increase and from what they could see, there would be another increase in the closing costs before we closed on 4/23/24. By this time it is 10:30am 4/2/24 and still no call or email from either Veterans United staff. ****** and I were absolutely heartbroken. There was no way we could come up with the new closing cost amount of a little over $12,000 before 4/23/24. We were angry to say the least. We sent an email to ***** and **** informing them that we needed to cancel everything. ***** acted like he didn't understand what the problem was. All I could reply was "we want our appraisal money back immediately." I don't understand how someone can be so out of touch with the general public. Who has an extra $5,000 laying around? I let our realtor know what happened and he informed me that ***** has the ability to offer lender credits. So I went into our Veterans United account, around 11:15am 4/2/24, to see if we could request a credit BUT our account had been wiped clean of the nearly 40 pages of documents I had painstakingly gathered and uploaded. ***** didn't have time to call us back or email us but he didn't waste any time deleting our entire account.

  

  Business Response

  Date: 04/10/2024

  Veterans United management has spoken with the consumer and we appreciate their time working with us to find a path to the ultimate goal of homeownership. The cash to close swing resulted from the contract containing non-standard language shifting a tax, traditionally paid by sellers, to the consumer. The consumer is working with a Veterans United loan team to complete the purchase and we remain available to provide assistance with any additional concerns by contacting us directly at *******************.

  Customer Answer

  Date: 04/11/2024

  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,
  
  ***** Lakes

• Initial Complaint

  Date:03/25/2024

  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 markets as a mortgage lender whose goal is to help veterans. While I had been using them to begin the process of buying our home, I informed them that I was still shopping around for other lenders (as they recommend in their HUD materials). When I informed them of the other lenders better rate, they were unable to match so I informed them that I would be using the new lender.At this point, I requested that they transfer the appraisal and VA Case number to the new lender. They instead cancelled the appraisal, told the selling agent we had backed out of the sale. They then stopped responding to messages from both me and my new mortgage lender, requesting the VA Case number. They then cancelled the VA case out of, seemingly, spite.Ultimately, there seems to be a major disparity between the commitment to veterans and the behavior when a veteran decides to go with a better APR from another lender.

  

  Business Response

  Date: 04/11/2024

  Veterans United management has spoken with the consumer and we appreciate the constructive feedback provided. While we regret their experience did not meet expectations, the information is being used to help our team continuously improve. The appraisal transfer should have happened on a faster timeline but was ultimately delayed due to confusion between members of the loan team. Veterans United is ready to assist the consumer with financing now or in the future, and we remain available to answer any additional questions or concerns by contacting us directly at *******************.

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the month of October we closed on our home and we paid the closing fees up front and was told that the entire amount would be refunded to me. They only refunded around $930 of the total amount. They still owe over $1200 of the money we paid that they said they would refund. *** called several times in the months of november and december and have not heard back since. I would like for them to contact me with the refund asap.Thanks

  

  Business Response

  Date: 04/11/2024

  Veterans United management has reviewed the calculations of the refund with the consumer and we appreciate their willingness to work with our team while researching their concerns. As the consumer correctly pointed out,a payoff was issued reflecting a higher payout than they ultimately received. The difference was due to a mortgage payment being reversed by the consumers bank after the payoff was generated. Due to the payment being reversed after the payoff was generated, the amount received to satisfy the account was insufficient and a portion of the consumers escrow funds were applied to the shortage, leading to the discrepancy referenced in the complaint.Veterans United management remains available to answer additional questions or concerns and can be reached directly at *******************.