Business Profile

Mortgage Broker

Veterans United Home Loans

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.

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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:03/18/2024
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 have been in contact with Veterans United for over a year in regards to a partial release. I have contacted them numerous times trying to seek a resolution to this I have filed all the paperwork required to obtain my partial release. I have submitted the paperwork numerous times. Initially I was told it would be a 30 day process, then it would take up to 3 months. We are now 375 days into the resolution of this partial release and time and time again I have spoken with customer service agents, the escalation department, as well as attempting to email with the land transactions department, 99% of those call backs or emails go unresponded to or no follow up whatsoever. I have had numerous call backs scheduled that were either totally ignored or fraudulently noted that a call back did occur or voicemail left when it actually never did. My entire transaction has been noted and emailed by their escalation department to the appropriate sources to thus again be ignored. No one is held accountable for the pride in customer service they claim to have. Every customer service rep attempts to just say what they need to get you off the phone and no manager or representative is held accountable for their lack of follow up. If you are looking to buy a house and never need any assistance you will be just fine but if you need any follow through with their customer service department expect very little to absolutely no help whatsoever. Prior to this past year I would have recommended their service but never again would I allow someone I cared for to be trusted with a business that cares so little for their customers and holds no one accountable for their complete lack of follow through. I absolutely hate having to seek out a resolution through this method but all attempts prior to this have gone unresolved and ignored. I appreciate that it appears they follow up when an official complaint is filed but at this point this is a last resort for myself.
Business Response
Date: 04/01/2024
Veterans United management has spoken with the consumer to address the partial release concerns, and we empathize with their frustration regarding the extended timeframe. The Department of Veterans Affairs (VA) updated their requirements for a partial release after the consumer started the process, making it necessary to obtain additional documentation and resubmit the request to the VA. Veterans United management will continue to work with the consumer through the completion of the partial release and we remain available to assist with any additional questions or concerns by contacting us directly at *******************.
Initial Complaint
Date:03/15/2024
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.
There was a miscommunication on my taxes resulting in a missed payment. I would love to be able to speak to someone other than ***, please. Or to give *** the ability to help me. It would change my life.
Business Response
Date: 03/20/2024
Veterans United is familiar with the consumer's complaint and has spoken with them on prior occasions regarding their request with our response remaining consistent and unchanged. The consumer's payment was received late and Veterans United is obligated, by law, to accurately report payment history. The consumer received phone calls, emails, and written correspondence regarding the payment before it was reported late and did not respond. Veterans United remains available to consider new information and may be reached directly at *******************.
Customer Answer
Date: 03/25/2024
Complaint: 21439783

I am rejecting this response because:

******************* completely made up a fake story

Sincerely,

*******************
Business Response
Date: 03/26/2024
Veterans United is familiar with the consumer's complaint and has spoken with them on prior occasions regarding their request with our response remaining consistent and unchanged. The consumer's payment was received late and Veterans United is obligated, by law, to accurately report payment history. The consumer received phone calls, emails, and written correspondence regarding the payment before it was reported late and did not respond. Veterans United remains available to consider new information and may be reached directly at *******************.
Initial Complaint
Date:03/05/2024
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.
My husband is a disabled vet. We have a mortgage with veterans united. Every year we have a problem when it comes to paying town tax which is fire hydrant and street light tax. I went to the courthouse last year and spoke to the county treasurer and they informed me that the homeowner is responsible to pay that town tax on their own. It is not supposed to be paid by the mortgage company. So, either in 2021, or 2022 we paid it. Then veterans united paid it OUT OF MY ESCROW ANYWAY WITHOUT MY KNOWLEDGE!!! So, it was so much of a hassle that it made my escrow account short on paying my hazard tax and I ended up with a shortage!! It was very difficult to fix everything now FAST FORWARD 2024. I received a tax bill from the courthouse for the town tax in which I am required to pay on my own. I called veterans united and there sits an amount that is WRONG in my escrow for this tax AGAIN, (because the new bill that I received for 2024 has a lower amount) that they are planning to pay out of my escrow AGAIN!! they are confused??? I am not getting the help I need. This town tax should be removed from my escrow and let us as the homeowner be responsible for this as it should be that the county treasurer told us from the beginning. Please respond.Thank you.
Business Response
Date: 03/12/2024
Veterans United management has spoken with the consumer to address their concerns and we appreciate them working with our team to resolve the issues. Taxes were waived from the escrow at the consumers request and we received valuable feedback that will allow us to continually improve our processes. Veterans United management remains available to assist the consumer with any additional questions and can be reached directly at *******************.
Customer Answer
Date: 03/15/2024
Complaint: 21390633

I am rejecting this response because: to date 3-15-2024 this is still showing on my escrow. they said they will take it off but has not done so. i need to pay this township bill before April 2024 and for them NOT to touch my escrow for this township bill

Sincerely,

************************************
Business Response
Date: 03/22/2024
Veterans United was waiting for the consumer to complete the signed documentation for the escrow removal which was recently received. The consumers request is being processed and we remain available to assist the consumer directly with any additional questions by contacting us at *******************.
Customer Answer
Date: 03/28/2024
Veterans United did send the waiver for us to sign, however it is still showing online in the escrow the dollar amount of $67.43, which if it's not removed, I'm sure it is generated in their system to be released. so, that being said they need to remove this off the escrow and correct my statement as I am going to the courthouse to pay this bill myself.
Initial Complaint
Date:02/23/2024
Type:Order 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.
********************* was the Senior representative involved. Over the course of one-month, he has misrepresented closing costs several times, manipulated interest rates by not locking them in, and misrepresented signatures or agreements for mortgage loan(s), that were not reviewed with or agreed to by the customer(s). He further inflated and misrepresented closing costs with buying realtor as well. When confronted, he only threatened us with attorneys and that his "boss will laugh him out of the room" when we demanded corrections. Less then one-week before closing, he attempts to get another agreement across while the letter sent admittedly states we do not have a signed mortgage or monies for the loan. Once again the closing costs are inflated back up to the original amount of up to 2800+ dollars when it was never supposed to be that. When **************** was confronted again about this last letter, today, 2/23/24, now we have to pay higher interest rates because, we are now informed, he did not lock in our rates (literally within a week of closing). All of this being done while moving out of state across the country. We did write directly to the company about his predatory behavior and that we will be filing a complaint against the company here with the BBB. We have had loans with this company before and this is outrageous to be manipulating veterans and real estate financing this way.
Business Response
Date: 03/08/2024
Veterans United takes all allegations of deceptive acts or practices seriously and has investigated this matter thoroughly in response to the above-referenced complaint. Management has been unable to find any evidence to support the allegations. The contract negotiated and agreed upon by the consumer did not contain enough seller-paid closing costs to cover all the transaction expenses, resulting in money due at closing. Veterans Uniteds role in a transaction is to provide financing on properties of the consumers choosing and we do not negotiate contracts on behalf of buyers as it is outside the scope of work allowed by law. Although the consumer claims the Veterans United loan team provided an incorrect amount for closing costs during contract negotiations, third parties in the transaction have confirmed these claims are inaccurate. All disclosures were made appropriately, the rate lock discussed with the consumer was honored, and the final closing costs decreased from initial estimates that were provided. Veterans United management remains available to review and consider any new information by reaching us directly at *******************.
Customer Answer
Date: 03/12/2024
Complaint: 21337470

I am rejecting this response because: as previously discussed with the business contact ************** and ************. We will no longer have contact or do business with this company again and we fully stand by all allegations period. We do not want any further communications with Veterans United Home Loans or their subsidiaries after this time including the above named individuals. Our reviews will stand as they were written.

Sincerely,

*****************************
Initial Complaint
Date:02/02/2024
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 promoted all the benefits of covid 19 forbearance options, but failed to warn me that the options to bring my loan current after the forbearance could be drastically different after a certain date. After forbearance Veterans United denied me of their internal hardship assistance and began foreclosure proceedings on my home and expected me to pay more than 50k at once. They refused to accept my payments which has now brought my balance to nearly 100k. After denying me they did refer me to a state agency HAF that they claimed to worked with to help bring customers current. I told them that I was working with this agency and they still started foreclosure proceedings. I have reached out to them on so many occasions because they have failed to communicate with the agency they referred me too. Every representative that I speak to has little to know knowledge of how veterans united even works with this HAF program. I was lucky to find one agent who knew more than all the others combined, so I asked her if she would conference call the representative from the state agency as they were offering to give me 50k towards my reinstatement. She tried but was unable to connect. However, she promised to call me back the next day to try again but never did. So I called Veterans United back and was told it would be two weeks before I could speak to her or anyone about that matter. I have made over 20 calls to this company in the last two months and have been given different information almost everytime. I have made numerous requests to speak with managers, but representatives say that they have no way to connect me directly with a manager. They can only put in a request for one to call me back on a certain day which is usually at least 72 hours later but they rarely call back and when they do it is at times you least expect. They claim that home retention is their top priority , however I think their priority is to get me out of my 2.75% rate. Btw this started in 2022
Business Response
Date: 02/07/2024
Veterans United management
has spoken with the consumer and takes their allegations seriously. Our
research shows the consumer started applications for assistance on numerous
occasions and did not supply necessary documentation, did not qualify for the program
they applied for, or did not find the offered solutions acceptable. In each
instance, timely correspondence was sent to the consumer informing them of the status of their application. Veterans United will remain in contact with the consumer and members of the state's assistance program to search for a solution that may be agreeable for all parties.
Veterans United Management remains available to answer any questions or
concerns and can be reached directly at ************ x ****.
Initial Complaint
Date:01/25/2024
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 am continually receiving phone calls from this company. ****, ******************* or ***********. I called and asked her to stop calling us. We did not apply for a loan, we have never heard of this company. She hung up on me.
Business Response
Date: 01/29/2024
Veterans United management located an application that was submitted with false contact information matching the consumers. We regret the unwanted phone calls and have taken steps to ensure they do not receive further contact. Veterans United management remains available to speak with the consumer by contacting us directly at *******************.
Customer Answer
Date: 02/08/2024
I never received a message from BBB re: this complaint. I do appreciate your help in resolving this with the company.
Initial Complaint
Date:01/22/2024
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.
Between my husband and I, we have been trying to get in contact with our agent for a very long time now in regards to our homeowners insurance. We received a letter from our homeowners insurance that we are no longer covered and never received a refund or anything. unfortunately, every time we call veterans United, we leave a voicemail to our agent *****, as well as even being told by other agents that we will get a call from our her within an hour. We’ve been trying to get ahold of our agent for over a month now to get this resolved or whats going on to get it fixed. We are also trying to get our interest rate reduced as it was mentioned by our agent after making 6 months of on time payments. Its just frustrating that I have to get to this point just to hopefully get something accomplished. Please help!
Business Response
Date: 01/29/2024
Veterans United has been in contact with the consumers and we appreciate the constructive feedback that allows us to continuously improve our processes. Our management team is working with the consumer and their insurance agent to appropriately update their insurance. Veterans United management remains available for any additional concerns and can be reached directly at ************ x ****.
Initial Complaint
Date:01/19/2024
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.
My father passed away and I have been trying to add myself as a successor in interest to the account. The department that handles those inquiries is unprofessional and severely untrained. For over three weeks they have been requesting documents that I have provided them only to tell me that only 1 successor can be added but that a will or probate documents are needed. Well my younger sister was added with none of these documents committing fraud and they are telling me a successor cannot be added without those documents.

With that being said they have wasted many hours of my time getting documents meanwhile they never planned to add me as a successor in interest to the account, all the while breaking their own rules adding my younger sibling without the very same information they "require".

You get vastly different information from each agent you reach showing they are severely untrained and not suited to be dealing with such important matters. Then finally you try to reach them and they leave you on endless hold and do not answer the calls.
Business Response
Date: 02/02/2024
Veterans United has spoken with the consumer and confirmed the prior successor in interest was added after providing all appropriate documentation to our servicing center. We empathize with the consumer's frustration and advise they seek an estate attorney to address their allegations against the original successor in interest. Management worked with the consumer to appropriately update the account and we appreciate the constructive feedback that allows us to continuously improve. Veterans United remains assist in the future with any questions or concerns, and we can be reached directly at ************ * ****.
Initial Complaint
Date:01/10/2024
Type:Sales and Advertising 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.
It is crucial for you to understand that I am standing up for my rights by filing this complaint against ******** ******** ******, LLC dba VETRANS UNITED HOME LOANS and its representatives. As a customer who benefits from the protection of consumer laws, I feel compelled to bring to your attention the mishandling of my credit account and the violation of my rights under the Truth in Lending Act and other consumer protection laws.
Customer Answer
Date: 01/15/2024
15th January 2023
Complaint ID: ********
Dear ****** *****,
Thank you for your reply to the BBB complaint ID:
******** and Billing Error Notice dated 8th January 2023.
In your reply you stated:
“Veterans United management
attempted to contact the consumer who requested that we cease further attempts
to speak with them. The VA designated appraiser discovered the home was built
without proper permits for the structure, water source, and sewage disposal
systems. Additionally, the VA has stated the home is ineligible for VA
financing at the present time based on the issues discovered by their assigned
appraiser. We understand the consumer is in discussions with applicable
authorities to settle the permit disputes and will remain available to assist the
consumer if the issues can be resolved in the future. Veterans United
management remains available to speak with the consumer and can be reached
directly at ************ x ****.”

I need to emphasize that I value our professional
relationship and I take any matters related to our professional relationship
very seriously. It has not been brought to my attention
that your company Veterans United Home Loans has requested that we cease to
speak. I am confident that, with your
assistance, we can satisfactorily resolve this issue and move forward with our
collaboration in a positive manner. I request that you send me the requested
documents. VA’s designated appraiser discovered that the home
was constructed without the proper permits for the structure, water supply, and
sewage disposal. Additionally, the VA has stated the home is ineligible for VA
financing at the present time based on the issues discovered by their assigned
appraiser. Please send me those notices as well.
Very Truly,
****** ******* *******

© 00080515-1 2024 All rights reserved.
Business Response
Date: 01/24/2024
Veterans United management takes all allegations of billing
errors seriously and has thoroughly investigated the consumer’s claims. Management’s
******** revealed the claims are without merit and we consider the case to be
resolved. Veterans United management has provided the consumer with documents
that outline their obligations and remains available to review any additional
evidence by reaching us directly at ************ x ****.
Customer Answer
Date: 01/26/2024
Complaint: ********

Your response
is being rejected as it fails to address the issue at hand. It is imperative to
note that all necessary documents have been forwarded to the appropriate
government agency in order to conduct a thorough and precise audit of my
account.

Sincerely,

****** ******* *******
Business Response
Date: 01/29/2024
Veterans United has ********ed the consumer’s allegations on
previous occasions and found them to be without merit. Veterans United
management remains available to review any evidence or well-reasoned
explanation of concerns with the consumer’s account and can be reached directly
at ************ x ****.
Initial Complaint
Date:12/26/2023
Type:Delivery 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 refuses to update my escrow to the new tax bill. They are robbing me. I’ve provided documents, I’ve provided them the county’s tax website. They’re stealing from me!!! ***** ****, *********, ***** Kenneth Ct I keep calling them and they keep telling me I need to do XYZ and I do them and nothing works
Business Response
Date: 01/02/2024
Veterans United has researched the consumer’s
claims on numerous occasions and has not found any evidence to support the
allegations. Prior to closing on their new home in September of 2022, the
consumer requested to waive the tax escrow account and acknowledged they would
file for tax exemptions they were eligible to receive. Recently, it was discovered the consumer did not file the appropriate
paperwork with their local government until over a year later resulting in tax bills that were
not expected. Additionally, the consumer did not pay the resulting taxes which led to delinquent tax bills that are still outstanding, in addition to the most recent tax bill being due. Veterans United
appropriately paid the bills produced by the taxing agencies and will continue
to work with the consumer to resolve the delinquent taxes. We appreciate and understand the consumer would like to resolve these concerns quickly and Veterans United will work diligently to reach a resolution; however, the appropriate government offices remained closed through the holiday season making it difficult to obtain any new information. Veterans United
management remains available to speak with the consumer and can be reached
directly at ************ x ****.

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Veterans United Home Loans is BBB Accredited.