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:11/03/2023
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.
Had a water loss and settled with insurance. Check was made out to me and veterans United. I have fixed everything and did a video tour inspection for the mortgage company. All damage was repaired. Insurance said they would pay to replace the rest of cabinets because old ones dont match new ones. Inspection said I was only 37% complete this is incorrect. Now mortgage company is giving me the runaround and outright lying to me and keeping the money. I am a construction manager and I know the difference in percentage complete. This is the way they treat veterans
Business Response
Date: 11/17/2023
Veterans United management has been able to work with the consumer to release the funds as requested, and we appreciate their patience as we worked through the issues from the cyber-security incident over the past few weeks. Veterans United management remains available to assist the consumer with any additional questions or concerns and can be reached directly at *******************.Initial Complaint
Date:11/01/2023
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.
The entire day, I've been trying to pay my mortgage online and by phone. I have never been late with my mortgage payment. Often times I pay before due date. Veterans United Home Loans has online and phone issues where they are not allowing me to make my mortgage payment today which is due date Wed., November 1, 2023. They are not taking calls either for me to make a payment. Because this is Veterans United Home Loans Online and Phone Technical Issues, I don't want to see my credit score affected by this and I like to actually be able to make my mortgage payment. I attached the Screen Shots of Veterans United Home Loans Online My Account to show they are having technical issues where it's not allowing me to make payment. I also called them several times and they are not accepting phone calls for pay by phone.Customer Answer
Date: 11/02/2023
I don't see where or when Veterans United Home Loans Responded from this Official Complaint. Where is it? All I see is where I filed the complaint yesterday. FYI, Thursday, November 2, 2023 I logged into my Veterans United Home Loans Account and they still have issues. They are not taking payments and they are not answering their phones. This is day two where I can't make payment on my mortgage. I also will have to let the VA know about this because they are making loans to Veterans and there needs to be Best Practices in how they conduct themselves.Business Response
Date: 11/08/2023
Veterans United has spoken with the consumer and we regret the inconvenience they are facing as our third-party sub-servicer has been working through service outages caused by a cyber-attack over the past week. We confirmed the consumer was able to make a payment online and we appreciate their patience. Veterans United Management remains available to speak with the consumer if they face any additional questions or concerns and can be reached directly at *******************.Initial Complaint
Date:10/16/2023
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.
On 10/13/2023 at or aroud 5pm-6:15pm eastern time and individual attempting to gain access to my va home loans account was able to successfully bypass Veterans United security and attempted to start a new home loan with the account number ******** creation date 10/13/2023. At no point was I contacted, emailed, or sent a verification on this attempt. I sent an email and voicemail out at or around 7pm on 10/13/2023 and attempted to speak with my loan officer on this situation. I have received no response or confirmation on how the events above occurred, instead, the account has been deleted as of 10/16/2023 09:40 am and I have not heard back from from neither Veterans United or Mr.*****. This irresponsibility has lead me to freeze all consumer credit accounts as well as set up security alerts through various agencies. I am requesting information and detailed or recorded events of the situation pertaining to said person "**** H" whom gained access to my account. I will be making a fraud report with the police and it is not helpful to my situation that Veterans United has decided to erase such important information needed for my case.Business Response
Date: 10/16/2023
Veterans United has spoken with the consumer and we appreciate them taking the time to share their feedback. Research showed an inquiry was submitted for the consumer by one of their family members and no application or other personal information was provided. Veterans United remains available to assist the consumer with financing in the future or to answer any additional questions by contacting us directly at ************ x 6511.Initial Complaint
Date:09/20/2023
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 am not liable for this debt with Veterans United Home Loans, I do not have a contract with Veterans United Home Loans, they did not provide me with the original contract as requested.Business Response
Date: 09/21/2023
Veterans United has spoken with the consumer and we
appreciate the opportunity to address their concerns. The documentation
requested has been sent and we were able to provide additional clarification
for some of their concerns. Veterans United management remains available to
assist the consumer with any additional questions or concerns by contacting us
directly at ************ x ****.Initial Complaint
Date:09/01/2023
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.
This company is terrible at communicating what is needed to process a home loan and setting up auto pay. I submitted the documents that they needed in order to set it up 3 times 7/10, 7/25 & 8/15. Got a letter in the mail stating that I never signed the document when I have it saved on my computer with the voided check. They tell me that it is all set to go and then the next month I get a letter saying nope and giving a crap response as to why.
I will never recommend them to veterans. Especially if this is how they treated me.Business Response
Date: 09/08/2023
Veterans United management has attempted to contact the
consumer to assist with the issues they encountered but has not received a response at this time. The research we were able to complete shows the consumer’s bank
account has two account owners, which requires both owners to provide written
approval for use with automatic payments. Once the additional account
holder provides their written authorization, the consumer's request will be promptly completed. Veterans United management remains available to speak with the
consumer directly and can be
reached at ************ * ****.Customer Answer
Date: 09/12/2023
Complaint: ********
I am rejecting this response because:I have submitted this information to the company 4 different times. Why would it take a 4th time for someone to tell me that they need someone's signature who isn't even on my home loan? I will not have anyone provide more information to Veterans United who is not on my home loan. That is absolutely ridiculous. I will attach the emails that I had sent 4 different time with responses that prove that no one has ever told me this information. I have also spoken to a hand full of people over the phone since the initial set up of these payments. No one ever mentioned this. It won't let me include the email as an attachment so see below.
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
could you give me the email for the research incoming? i
have to send a blank check because no one told me that it was denied, so i had
to make a manual payment.
On Mon, Aug 14, 2023 at 11:26?AM **** ***** <****.*****@******************>
wrote:
Good
morning, sir! I see a pending payment on the file that is set to clear in a few
days.
You
can call our servicing center: ************ for an update.
This
should be updated shortly. Have a great week.
**** *****
Client Advocate
************ ext ****
| ************ (fax)
From: **** **** <****.h.****@*********>
Sent: Monday, August 14, 2023 10:01 AM
To: **** ***** <****.*****@******************>
Subject: [EXT] Re: Veterans United Servicing Help
I am a bit confused as to why my payment
has not come out of my account yet? It was supposed to start on 8/11 and has
yet to come out. Can you please let me know what is going on? I have submitted
the form a couple times now.
On
Tue, Jul 25, 2023 at 4:42?PM **** ***** <****.*****@******************>
wrote:
Received.
**** *****
Client Advocate
************ ext ****
| ************ (fax) |
From: **** **** <****.h.****@*********>
Sent: Tuesday, July 25, 2023 4:41 PM
To: **** ***** <****.*****@******************>
Subject: [EXT] Re: Veterans United Servicing Help
I have attached the paper work. On Tue, Jul
25, 2023 at 4:?39 PM **** ***** <****.?*****@?*******************> wrote:
**** – Here is my contact information. Your loan is onboarding with our
servicer. The bi-weekly payment process is manual
I
have attached the paper work.
On
Tue, Jul 25, 2023 at 4:39?PM **** ***** <****.*****@******************>
wrote:
****
– Here is my contact information. Your loan is onboarding with our servicer.
The bi-weekly payment process is manual and my servicing team is going to let
me know when it is completed.
I
will let you know when I have an update.
Connect with us
**** *****
Client Advocate
NMLS ID #*******
************ ext ****
****.*****@vu.com
******************
************ (fax)
************ ****** ******** ****** **** *****
*** ********* ****** ****** ***** ***
***** ***** ** *****
Sincerely,
**** ****Business Response
Date: 09/18/2023
Veterans United management has spoken with the consumer to
address the automatic payment process, and we empathize with the consumer’s
frustration regarding the documentation required to complete their request. To
setup automatic payments, a valid checking account must be provided and
authorization for use of the account is required from all named account holders
as an additional protection for consumers. Management confirmed the requirements to finish
setting up the automatic payments were conveyed as soon as we
were aware of the additional account holder. Veterans United management
outlined additional options to setup automatic payments, and we remain
available to assist the consumer with additional questions or concerns by
contacting us directly at ************ * *****Initial Complaint
Date:08/18/2023
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.
On 8/16/2023 I spoke with ************************* from Veterans United Home Loans just to see what their current VA rate was. He asked my permission to perform a soft credit check to see what might be offered to me. He explicitly stated that a hard credit inquiry would NOT be made until I had a purchase contract and had spoken with a loan officer. I agreed to a soft credit inquiry. Today, 8/18/2023, I discovered a hard inquiry was indeed performed so now my credit score has dropped, even though I dont even have a purchase contract and have not even spoken with a loan officer. As a disabled veteran, I feel I was lied to and that what they did is illegalat the very least, extremely poor business practice.Business Response
Date: 08/21/2023
Veterans United management has spoken with the consumer, and we apologize for the confusion that led to the inquiry. A member of the loan team accidentally indicated the consumer authorized a hard credit report, leading another member of the team to perform the inquiry. Veterans United management has taken the steps to correct the credit reporting and we remain available to speak with the consumer by contacting us directly at *******************.Customer Answer
Date: 08/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
Date:08/06/2023
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.
Constantly call me all hours of the night trying to sell their services. They keep insisting I signed up for there services, this isn’t possible because I don’t give out my information at all. Mind you, my number is on the Do Not Call registry. I’ve received calls at 3:00am, 8:00am, 10:00am, 7:00pm, 9:00pm and 11:00pm. I’ve told them to stop calling me every time. And they insisted that they are allowed because I “signed up” with their services. I’ve asked for proof and they can’t state when or where. Just that I did. They are a scam company hoping to prey on people. I’m working on exposing them and will take the time out of my boring days to pursue fines and lawsuits just to get these scumbags.Business Response
Date: 08/14/2023
Veterans United has placed the consumer on our internal do
not contact list so they should receive no further information. Our research found
an inquiry was filled out using the consumer’s contact information which
prompted the phone calls and we apologize for the confusion and inconvenience.
Veterans United management remains available to speak with the consumer about
their concerns and can be contacted directly at ************ * **** ** *************.Customer Answer
Date: 08/14/2023
Complaint: ********
I am rejecting this response because:
You still have no information on how you obtained my personal information in the first place. I simply do not since up for any of these services. This leads me to believe that this company will use immoral practices to “cold call” people on the do not call registry.
Sincerely,
***** ********Business Response
Date: 08/18/2023
Veterans United understands and empathizes with the
consumer. Veterans United only attempts to contact consumers who we believe are
requesting information about financing. From the research we completed, it appears
an individual filled out a fake request for information, and unfortunately used
this consumer’s phone number. Veterans United apologizes for the unwanted phone
calls and we remain available to discuss any additional concerns by reaching us
directly at ************ * *****Initial Complaint
Date:07/31/2023
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 pulled my credit report without authorization three times. Never heard back from them. This harmed my credit and I’m concerned that this company has my personal information and what they’re doing with it.Business Response
Date: 08/11/2023
Veterans United has attempted to contact the consumer via
phone and email but has not received a response. Our research shows that one
credit inquiry was performed and properly authorized electronically by the
consumer. VUHL management remains available to speak with the consumer and can
be reached directly at ************ * *****Initial Complaint
Date:07/19/2023
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.
My name is ****** ***** owner of a condo Unit located at **** ** ********** ***** **** **** ********* ** ****** My loan was recently sold to ******* ******** and I have some issues regarding the servicing of my former loan as I found discrepancies in the Statement dated 4/4/2023. These issues made me look over the entire loan period and found there were major issues in the amount of monies received by Veteran’s United.
First, I want to know on the above mentioned statement what is this Hazard SFR Deposit. If this is insurance it should not have been taken out as I have always maintained a homeowner’s policy on this property that covers the Condo unit itself and common areas for HOA Special Assessments for hazards and other damages. Also, $480 was removed from my escrow with no reason. I contacted Veteran's united on 7 July about this issue.
Secondly, on the statement dated 01/10/2022 an additional principal payment of $98,686.37 is shown, however, the actual payment was for $99.999.00 a difference of $1312.63. I was not aware of this until I looked into the insurance discrepancies as I had trusted Veteran’s United and after calling the help line thought that the difference would be fixed. By Veteran's United shorting my additional principal payment, it resulted in my actual loan amount being more than it should be causing me to pay more interest on the loan than what should have been.
Also, the agent told me that the $480 was to be sent to my new mortgage company as escrow but Freedom Mortgage has no record of receiving this Payment. Additionally, since Veteran's United has sold my mortgage to Freedom, funds in my escrow account should be sent to me and they should not be making transactions without my approval.
After this, I can only assume that my actual payments have not been recorded correctly and/or properly applied to the loan. Request that a complete review of my payment history and a return of any funding discrepancies be mailed to me soon as possibleBusiness Response
Date: 08/02/2023
VUHL
Management has spoken with the consumer and we appreciate them taking the time
to discuss their concerns. Our research shows the consumer initiated changes to
their insurance provider, and made multiple changes to their tax payment
options, which resulted in the shortages and additional deposits and withdrawals
to the escrow account. Our research confirmed all funds are accounted and the
deposits and withdrawals were appropriate and correct, although we understand
why there would be confusion when reviewing the transaction history. In
reference to the large payment, the initial funds were applied to pay one monthly
mortgage payment and the remaining amount to the principal balance. The
consumer contacted our servicing center the same day the payment was made and
requested the full amount be applied to principal. This request resulted in the
original transaction being reversed and then reapplied as two separate
principal payment. Again, we were able to confirm that the accounting was
correct, and the consumer’s request was fulfilled, although we understand the
confusion while reviewing the transaction history with the reversals and
reapplications of transactions. Veterans United Management remains available to
speak with the consumer if there are any further questions and can be reached
at ************ * *****Business Response
Date: 08/11/2023
Veterans United management has extensively researched the consumer's complaint on numerous occasions, reviewing and providing each piece of documentation in the file and provided by the consumer, and our response has remained consistent and unchanged. All of the consumer's funds have been applied as they requested and are accounted for correctly. Veterans United Management remains available to review any new documentation by contacting us directly at ************ * *****Customer Answer
Date: 08/14/2023
Complaint: ********
I am rejecting this response because: they have not provided evidence showing that the money taken out of my principal only payment was applied to the principal ONLY. Additionally, they provided no explanation of why it was taken out of a principal only payment in the first place. The company kept pointing to the January 2022 statement saying that the amount shown was the amount taken out of escrow. This is incorrect since they haven't shown the January payment made in late December 2021 on the January statement and if it was the return of the escrow only payment, why was taxes, interest and escrow taken out of it? Also, The company still have not addressed the final escrow and what happened to that money as they told me it was sent to my new mortgage company which who in turn says they have not received it from Veterans United.
Sincerely,
****** *****Initial Complaint
Date:07/14/2023
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.
Shortened version, but there’s more to it. We lost our home and car in the 2017 Wisconsin floods. Came across Veterans United as a VA approved lender in Feb/Mar. We applied, got preapproved. **** was currently deployed over seas at the time while his wife was handling the process stateside. VU was answering all texted questions, emails and phone calls. We were a few months in and was told it was a simple renewal if we got close to needing it. They informed us that we would get a referral bonus if we used their referred realtor. We tried to use them. We missed out on seeing a couple houses because the realtor didn’t have ‘time’ to show them to us for days. They didn’t contact us nor let us know about homes that met our search. We felt treated like less than a client because of the VA status. We missed out on the realtor bonus because we were in essence forced to find out own realtor who got the job done. We finally found a house beginning of May 2023 (VU had to change the file) put in the offer and it was submitted to the lender. In short, The process was horrendous and traumatic to say it quickly. They set closing date 6/5. Which was great because it would give us a buffer time to have family time and get savings up as **** was returning from over a year deployment. We would return the ‘to do’ within sometimes minutes of their request. Sometimes multiple times in different ways. Then, the loan officer called, accused us of buying a car while waiting for a home! We did not, apparently, the loan officer missed our car payment. We almost lost the house. Then, fast forward, we had a closing date. That was delayed and VU asked for up to 10 days from the seller. Suddently, the email replies became less, phone calls not returned and text messages unanswered. Then they made note that Tony’s deployment was closing and we had no proof of employment when the HR e-mail and contact was provided a week before! Closing was delayed 3 weeks. This is very shortened version.Business Response
Date: 07/27/2023
Veterans United Management has spoken with the consumer and a
review of the file showed the loan team maintained regular correspondence with
timely updates and responses to questions. The closing delay can be attributed
to certain debts which were not disclosed to the loan team and were discovered
during the underwriting process. After the discovery of the debts, the loan
team worked diligently to provide the options that would help meet guidelines if
the consumer still wished to purchase the home, which they then chose to
proceed with. Veterans United remains available to answer any additional questions, or review additional information,
and can be reached directly at ###-###-####.
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