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
- 151 total complaints in the last 3 years.
- 40 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Requested a removal of my escrow account on October 2nd of 2023. Its December 14th and the request was never filed. They are filing it now. I need an answer by Christmas.
Business Response
Date: 12/20/2023
Veterans United appreciates the consumer bringing the issue
to our attention so we can improve processes with our third party mortgage servicer. Veterans United management has spoken with the consumer and confirmed their request is being processed. Veterans United management remains available to assist the
consumer with additional questions or concerns by contacting us directly at
************ x ****.Initial Complaint
Date:12/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Veterans United has a record of calling within the standard VA period as a debt collector and expecting payment on or about the first of the month. As a veteran borrower, we are entitled to payments by the 15th or half of the month. On several of these occasions they have been told such relevance to the law and specifically told to no longer contact me. A cease and desist is immediately in act. This complaint serves as documentation of such actions and any reply must be of receipt and verification of such complaints for harassment will no longer continue. Any further action action to this complaint will result in legal action.Business Response
Date: 12/20/2023
Veterans United management attempted to contact the consumer
and address their concerns regarding the payment due date and reminder calls
but has not received a response at this time. The agreement signed
by the consumer stipulates the payments are due on the first of each month,
with a grace period being extended until the fifteenth of the month. Veterans
United completes payment reminder calls anytime the payment is not received as
we approach the fifteenth to help consumers avoid the negative impacts of late
payments. Per the consumer’s request, Veterans United will no longer make
contact by phone but remains available if the consumer needs any assistance in
the future. Veterans United management remains available to discuss the
concerns by contacting us directly at ************ x ****.Initial Complaint
Date:12/10/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After closing on my loan with Veterans United Home Loans I received an email from ************************************** the Concierge at Veterans United on September 25, ***** informing me of additional services aligned with Veterans United one of which is an AUTHORIZED *** DEALER.What the information that she provided failed to stipulate is that authorized *** dealer does NOT recognize nor honor the *** 6 MONTH MONEY BACK GUARANTEE. I signed up with an authorized *** dealer assuming as an AUTHORIZED *** DEALER that they honor the *** 6 MONTH GUARANTEE.As a veteran I feel it is absolutely irresponsible for VETERANS UNITED to intentionally not disclose that the authorized *** dealer does NOT honor the *** 6 MONTH GUARANTEE.As a result I am forced to pay over $8000 to this authorized *** dealer for equipment.Had VETERANS UNITED informed me initially that this authorized *** dealer does not honor the *** 6 MONTH GUARANTEE I would never signed a contract.Customer Answer
Date: 12/12/2023
Good Morning *****Please list my BBB Complaint ID ******** as resolved as I have been appropriately compensated for this issue.When that is completed please email me a copy of the resolved complaint.I really appreciate your assistance in this matter.*************************Initial Complaint
Date:12/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is preying on Veteran looking to do things online. They have really high fees and you do all the work.
They charge me about 19k more than any other loan company would have and then turned around and sold my loan to some mom and pop company before my first payment was due. Stay away they are using the name veteran but not doing right by veterans.
Also they changed all of my figure within 3 days of closing.Business Response
Date: 12/18/2023
Veterans United management has made several attempts to
reach the consumer about their concerns but has not received a response at this
time. Research shows all appropriate disclosures regarding fees were made in a
timely fashion on numerous occasions during the buying process, and there is no
record of the consumer contacting Veterans United prior to their closing in
January to discuss any concerns about loan costs. We remain available to speak
with the consumer and answer any questions they may have by reaching us
directly at ************ x ****.Initial Complaint
Date:12/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently closed a a refinance of my home 11/28/23 to a new mortgage lender, paying off in full a mortgage balance owed to Veterans United Home Loans (see documentation attached) on 12/4/23. Despite this transaction, Veterans United proceeded to charge my checking account for the full monthly mortgage payment on 12/4/23 while on the same day receiving payment in full to close the loan. I also unauthorized autopay for the mortgage payment on 12/4/23. When I called Veterans United to request a refund or reversal of the mortgage payment on 12/5/23 after the payment cleared my bank account, I was told it would take 18-30 business days to process the refund. I request the refund be paid in full immediately, as waiting 18-30 business days to receive the mortgage payment refund would impose severe hardship on my family, including my children. Ethically, the mortgage payment should have never been processed in the first place on the day of processing a full mortgage payoff.Business Response
Date: 12/12/2023
VUHL management appreciates the consumer bringing the
mortgage payment issue to our attention and providing insight into their
experience. Research found the automatic payment was not cancelled prior to the
beginning of the month when the payments are processed. VUHL understands the
consumer has already contacted their bank who was able to reverse the payment
in question. VUHL management remains available if the consumer needs any
further assistance and can be reached at ************ * *****Initial Complaint
Date:12/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I just closed on my home in October (this was an assumption). I was given payment coupons with the amount and the address on where to send the payment. I sent my payment via bill pay and it was sent November 7th. Veterans United received and cashed the payment on November 15th. I’ve called numerous times and every time I’m directed to send an email with the front and back of the check that cashed. I’ve done that four times now and it’s now December 5th and they still haven’t posted the payment to my loan. Now my payment is considered late and will affect my credit and now they want a late fee! Make this make sense! They call me for the late payment and send mail but can’t look into their own accounting with the proof I sent and post the payment correctly? This is absolutely ridiculous and unprofessionalBusiness Response
Date: 12/14/2023
Veterans United management has spoken with the consumer, and
we want to thank them for sharing their experience while working with us to
help process and correct the payments. We apologize for the inconvenience and
will use the feedback to help our team continuously improve. The consumer will
not be charged any late fees or face or negative credit reporting and Veterans
United management remains available for further assistance by contacting us directly
at ************ * *****Initial Complaint
Date:12/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Around Aug of 2023 my wife was recommended to use Veterans United through the National Guard. They got us set up, and began the process of getting us credit score worthy to be available for the loan. We went through all the steps they had us do to fix our credit scores and get ready. By Oct of 2023 we had our scores in the acceptable ranges, and the seller of the home we wanted began to create and finalize a contract for us to make the purchase. We werent told of any other issues permitting us from moving forward, and neither were the realtors who have worked with us. It was a huge pain to get ahold of our agent who wouldnt return our calls, texts, or emails, and even the realtor we had informed us she had been having a hard time. Come time for the seller to want to finalize the first time and close, the agent reaches out to us just days before to inform us that we will not be able to move forward as he had originally stated due to my wife needing to hit her 6 year **** with the Guard. She was just one month out from that. We were under the impression we had been good, so funds had been spent. The agent spoke to us about waiting til November for her exact 6 year date, and that was all we would need. We agreed to it. We paid for a deposit out of pocket with seller so we didnt lose the house. From Oct all the way til Nov 30th, we were unable to get ahold of our agent, as was our realtor. We took out two small loans to get a few necessities for the house. The agent took out a hard inquiry without contacting us Nov 16th, and didnt inform us of any changes, or ineligibility, UNTIL closing day Nov 30th. He just texted us to say we were no longer eligible. Only TEXTED us. Once. These were two small few hundred loans, and he didnt even give us a chance to pay off to be eligible. Didnt contact us back. Nothing. Looks like our application has been completely deleted. Thanks ****. Fighting homelessness for the holidays because of how bad you are at this.Business Response
Date: 12/08/2023
Veterans United has spoken with the consumer and we are continuing to move forward with the purchase of their home. Veterans United apologizes for the added stress from receiving the required disclosures that made it appear we were no longer assisting with the transaction. Veterans United management remains available to discuss any questions or concerns with the consumer and can be reached directly at *******************.Initial Complaint
Date:11/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was never verbally told I would need 13 k for closing costs until 3 days prior to closing on home purchaseBusiness Response
Date: 12/13/2023
Veterans United management has spoken with the consumer and,
while it is difficult to verify conversations that took place over two years
ago, we can confirm that disclosures were provided to the consumer on numerous
occasions prior to closing which provided a detailed and accurate accounting of
the costs associated with the loan. We encourage all consumers to carefully
read their disclosures for important information about their loans and reach
out to their loan team for any clarifying questions that may be needed.
Veterans United management remains available to speak with the consumer and can
be reached at ************ * ****.Initial Complaint
Date:11/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, my husband and I recently sold our home back around March of this year. Because we had our loan on auto pay, there was a payment that was drafted to our loan, and this was an overpayment, because the closing date of the loan was prior to the payment draft. Ive been in contact with Veterans United specifically ***********************, who has been very helpful however, I still have not received my payment. It is my understanding that once he processes his part, it goes to a separate department, and thats the holdup. Another issue is the phone system requires the customer to be verified, which I cannot be verified, because I no longer own a loan with this company, and therefore I can never reach a representative that can help me. I have called several times over the last six months, and I still have not received my refund. Last I spoke with ****, He informed me that the refund had been processed and it will go to a separate Department that would send me a check. It has been two months since our conversation and I still havent received a check. I would like my refund for the overpayment. Thank youCustomer Answer
Date: 11/13/2023
The company called and reached out to us and mailed the refund check. Thank you to BBB for helping expedite the refund.Initial Complaint
Date:11/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We used this company to purchase our home, so far they have messed up our taxes twice which resulted in a lower tax refund. They are now refusing to take out our monthly automatic mortgage payment because they are trying to deter a cyber attack. It's been 4 days and they have not taken out the mortgage as it is now past due. When I call to ask when they are gonna take it out I get a run around and keep being told they don't know. I don't know why home owners have to wait for a company that lacks cyber security features is the consumers problem?Business Response
Date: 11/08/2023
Veterans United management has spoken with the consumer and we regret the inconvenience they faced from the delayed payment processing while our third-party servicer was facing technical issues from a cyber-attack. The consumer confirmed the payment was made a few days later, and Veterans United remains available to assist the consumer with any additional questions or concerns by reaching us directly at *******************.Customer Answer
Date: 11/09/2023
Complaint: 20825871
I am rejecting this response because: I was told I would be called before payment was taken out as the company had no clue when the payment would come out even though we agreed in contract that there would be automatic payments taken out on the 1st of every month. The payment was taken out 7 days later with no call. They also said there would be no late fees or anything else involved and now I don't trust this company as I know they will add late fees and try to affect my credit rating. It's not the consumers fault that this company decided to pick *************** who obviously lacks in cyber security. This is a company that is suppose to take care of veterans but can't even do that.
Sincerely,
*****************************Business Response
Date: 11/14/2023
Veterans United understands and empathizes with the consumers frustration as our servicer is working through the issues stemming from a cyber-attack.Veterans United would like to assure all consumers that no negative credit reporting or additional fees will be assessed because of the service outage. If any consumer has concerns that they have been assessed fees as a result of the system issues, please contact Veterans Uniteds Client Advocate team at ************. Veterans United management remains available to speak to the consumer about any specific concerns and may be reached at *********************.
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