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.

close

Find a Location

Veterans United Home Loans has 62 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Veterans United Home Loans

  1400 Forum Blvd Ste 18 Columbia, MO 65203-1997

  
• 

  Veterans United Home Loans

  107 Center Pointe Dr Clarksville, TN 37040-8424

  
• 

  Veterans United Home Loans

  2410 NW Cache Rd Lawton, OK 73505-5238

  
• 

  Veterans United Home Loans

  129 Kiowa Ln Piedmont, SC 29673-6751

  
• 

  Veterans United Home Loans

  4103 Madeline Dr Ste 106 Augusta, GA 30909

  

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:07/13/2023

  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 tried to take 2 mortgage payments out of my account instead of one. This is not the first time this has happened; the first time this happened they were successful in taking out 2 payments, but my account was overdrafted and I racked up alot of NSF fees because of this, I originally thought it was my error, but I later came to realize it was not. In addition, in order to correct this error they had to "investigate" this incident for around a week, stated they would reverse the direct deposit and place it into my account. They however, did not, and decided to issue a check for some reason. The issue though, the check arrived but it was AFTER I was due to pay another mortgage, so I instead opted to skip my mortgage payment for a month. I got hit with 125$ worth of NSF fees from March 1st to March 9th because they took 2 payments out. I was not provided a refund for this. This issue however repeated as of recently, but I did NOT have enough funds to clear both transactions and was hit with 50$ in returned check fees at my bank, and then another 25$ fee from Veterans United. The dates they tried to pull out another mortgage from my bank was July 6th and 7th, and then I have called their contact center numerous times, they say they will bring this to their manager and give me a call back, except nobody ever calls me back. In addition, they do not have any notes regarding the incidents listed. They have the worst call center I have ever had the privilege of calling, with an average of about 4 minutes to get through all the robo options before I am even placed in the correct call queue. Choosing Veterans United as a mortgage company I deeply regret, and the first thing I will be doing once interest rates drop again is refinance to a different company. Should we be unable to come to an agreement, I will be pursuing civil litigation in the small claims court.

  

  Business Response

  Date: 07/20/2023

  A member of Veterans United’s management team has attempted
  to contact the consumer regarding their payment concerns and, as of the time of
  this response, has not received a reply. Additional information is needed for
  VUHL to further research or address the issues outlined in the complaint by the
  consumer. Veterans United management remains available to assist the consumer by contacting us directly at ###-###-####. 

  Customer Answer

  Date: 07/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  After speaking with Veterans United they were only willing to waive one of the 25$ fees. I will be sending a demands letter out via certified mail and will initiate civil litigation should my demands not be met.

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

  

  Business Response

  Date: 07/27/2023

  Veterans United Management has spoken with the consumer and
  researched the issues they raised thoroughly. Our research found the consumer
  initiated the payments in question on both occasions outlined in their
  complaint. As a courtesy, we offered to waive the fee Veterans United charged and
  recommended the consumer inquire with their personal bank to see if they would
  grant a similar request for the fees their institution charged. We remain
  available for further questions, or to assist with making payments in the
  future, and can be reached directly at ###-###-####. 

  Customer Answer

  Date: 07/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I was never informed to call my bank to see if they would be willing to reverse my overdraft fees (which they are not willing to do), you may check your recordings since you did say the phone call may be monitored or recorded for quality assurance purposes. Never the less, I, the customer, should not have to suffer the consequences of an incompetent IT staff. I was utilizing Veterans United autopay system for these payments and that is where I ran into issues. The first time I enacted auto pay it said it would start a month later, so I made my payment after 2 business days, to only find out that It in fact did start this month. Unfortunately, I did not take pictures of this because I did not for see me running into issues. On the second occasion, the auto pay system which I was utilizing I edited the auto pay the same day that the money was to come out of my account, which was July 1st, and then moved the autopayment to July 2nd so I assumed I would be okay. If it was too late to edit the auto pay, the system should have instead said the changes would go into effect on August 1st. Never the less, I will argue my case in front of a judge, not a business trying to maximize their shareholder's profits. 

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

  Customer Answer

  Date: 07/28/2023

  In addition, you state you have refunded the 25$ fee you have charged me, but you have not. I hope you are able to get this corrected in a timely manner. 

  

  Business Response

  Date: 08/04/2023

  Veterans United Management can confirm the fee has been
  refunded to the consumer. We remain available to review any additional
  documentation or new concerns and can be reached directly at ###-###-####.

• Initial Complaint

  Date:07/10/2023

  Type:Order 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.

  Veterans United, after months of telling us we're good to go for a home loan and with only 14 hours until our scheduled closing, decided for the most cockamamie reason to back out of underwriting our loan, basically leaving us homeless unless we can figure something else out on our own. I can see by the spurious reviews in their social media pages by crypto spammers their rating is artificially inflated, too.

  

  Business Response

  Date: 07/13/2023

  Veterans United has spoken with the consumer, and we appreciate the constructive feedback that was provided. The home the consumer is purchasing has unique characteristics which made it difficult to give a confident estimate of the market value in the area by traditional lending standards.Veterans United has provided assistance to the consumer while they continue to pursue financing on this property. We remain available to provide additional assistance, support, or financing on a different property in the future by contacting us directly at *******************. 

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/05/2023

  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.

  I was lied to by a representative regarding the Covid Loan Forbearance program. They sold our loan to another lender when it ended and now that new lender wants us to pay $2,375 per month instead of the original $1,611 that was with Veteran's United. Now we have to sell our home so we do not go into foreclosure. I must now quickly get this sold, buy a new home, and get my family moved. I am a 100% P&T veteran and have been treated horribly by this "Veteran Friendly" organization and must now sell my home.
  
  To get this all solved I would just like to go back to my home loan plan that was originally agreed upon by myself and Veteran's United. I do not want any money from them nor special treatment, I just want them to keep their word.

  

  Business Response

  Date: 07/12/2023

  Veterans United Management takes allegations of this nature
  seriously and we have fully researched the consumer’s complaint after speaking
  with them about their experience. Our research confirmed the consumer started
  the process of applying for loss mitigation shortly before the transfer of
  their mortgage to another mortgage servicer and the appropriate paperwork was
  transferred to the new servicer to continue the process. We understand that the alternatives offered may not be the best solution for the homeowner. We have provided the consumer with
  additional information about the process and remain available to answer any
  remaining questions or concerns by contacting us directly at ###-###-####.

  Customer Answer

  Date: 08/04/2023

  UPDATE: After being contacted by a VU representative I was essentially told "yea sorry that sucks" over the phone. I have a $25.6k bill breathing down my neck because this "veteran friendly" company promised me one thing, then sold my loan to a debt collector at the end of our deal. I cannot stress enough do not use this company as they only care about money and do not care to help veterans at all. We have to sell our family home and possibly face foreclosure because a representative lied to us about a deal to help those impacted by covid-19 and they do not care to the slightest bit to help us out nor even try to remotely honor the deal that was made prior. Original complain: I was lied to by a representative regarding the Covid Loan Forbearance program. They sold our loan to another lender when it ended and now that new lender wants us to pay $2,375 per month instead of the original $1,611 that was with Veteran's United. Now we have to sell our home so we do not go into foreclosure. I must now quickly get this sold, buy a new home, and get my family moved. I am a 100% P&T veteran and have been treated horribly by this "Veteran Friendly" organization and must now sell my home. To get this all solved I would just like to go back to my home loan plan that was originally agreed upon by myself and Veteran's United. I do not want any money from them nor special treatment, I just want them to keep their word.

  

  Business Response

  Date: 08/10/2023

  Veterans United empathizes with the consumer; however, the
  options they are referencing were programs offered by government agencies that
  were available at the time they were discussed in generalities and have since been
  cancelled by the agencies offering them. The consumer was presented with the options
  that were available since the receipt of their application. We encourage the
  consumer to continue pursuing options with their current servicer. Veterans United’s
  management team remains available to discuss or review any new information and
  can be reached directly at ###-###-####.

• Initial Complaint

  Date:06/25/2023

  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.

  Veteran's United has placed two hard hits on my credit report. I NEVER APPLIED TO VETERAN'S UNITED. I NEVER GAVE THEM PERMISSION TO HIT MY CREDIT REPORT. REMOVE FROM CREDIT REPORT NOW!!!!!

  

  Business Response

  Date: 07/06/2023

  Veterans United has attempted to contact the consumer but
  has not received a response to date. Our research shows we have received two online
  applications in recent months and the consumer authorized both credit inquiries
  electronically. We remain available to answer any questions or concerns if the
  consumer would contact us directly at ************ * *****

• Initial Complaint

  Date:06/21/2023

  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.

  My husband and I were working with Veterans United Home Loans since January 2023. We finally found a house the beginning of April and signed a contract (loan #***************; property address **** ***** *** *** ** ****** ** *****). We were made to pay for an appraisal and termite inspection out-of-pocket on April 10, 2023. The cost was $725.00 for the appraisal and $125.00 for the termite inspection. We extended the closing date twice due to delays on the appraisal and the survey. When the survey came in there was an encroachment issue and Veterans United denied our loan. They told us to look for another house and they will pay for the appraisal for the next house. We were unable to find a house that was VA approved and within our budget in the city of Tyler. We have since decided to rent instead of buying and request a refund of $850.00.

  

  Business Response

  Date: 06/30/2023

  Veterans United has spoken with the consumer and empathizes with their frustration as we understand the issue was not disclosed by
  the sellers prior to signing the purchase contract. As a lender, Veterans United’s
  role in the transaction is to provide financing for the homes of our customers’
  choosing after determining they meet program guidelines. While completing the requirements to verify if the property was eligible
  for the VA benefit, it was discovered the home was built into an existing easement
  of the State’s Department of Transportation. This information was not disclosed
  to any representative of Veterans United, prior to the discovery on the survey
  and makes the property ineligible for VA Financing. Veterans United has provided
  the consumer with potential options for recovering their expenses and has
  offered to pay for the cost of another appraisal in the future as courtesy.
  Veterans United remains available to assist the consumer with the purchase of
  another property and can be reached directly at ###-###-#### ffor any additional questions or concerns.

• Initial Complaint

  Date:06/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to Veterans united for a VA Home Mortgage, they told me they would pull a soft credit report which wouldn't hurt my credit score. On May 6, 2023 they pulled a full hard credit report which dropped my credit score 33 points on May 7, 2023.

  

  Business Response

  Date: 06/23/2023

  Veterans United Management has spoken with the consumer and found the credit report was properly authorized through our online portal. While credit inquiries can have a negative impact, they are generally minimal unless many are performed in a short period of time. Veterans United reviewed the credit report with the consumer and found other factors that were behind the drop in the scores. We remain available to assist the consumer with financing or answer any additional questions and concerns by contacting us directly at ********************.

  Customer Answer

  Date: 06/28/2023

  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. Although the business pulled a hard credit report rather than a soft credit report, and believe it may have affected my credit score some, however other factors may have affected my score to drop as well.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/10/2023

  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.

  We applied for a loan. He wouldn't return calls or text. Made empty promises. Was told we had 35000$ for down payment he wrote in 40000$. Then I finally spoke to him and told him 9000$ down and flip me to the primary buyer. And he told me he would get it done and send it to me with different scenarios by that evening. And 26 hours later I still had nothing from him or heard anything from him. I text him that and his reply was as we spoke yesterday I get it to you this afternoon. It was 4:30 p.m. and as of now 11:00 p.m. at night have heard nothing back from him. Terrible service horrible communication. Trey Barrows is who I had this experience with. He never even informed us of different options. I found that info from someone else. I hope he never treats anyone else like this.

  

  Business Response

  Date: 06/13/2023

  Veterans United Management has spoken with the consumer, and
  we appreciate them taking the time to provide constructive feedback that allows
  us to continuously improve. Veterans United remains available to offer financing
  or answer any additional questions by contacting us directly at ************ * *****

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Mortgage Statement (attached) dated 5/2/2023 that my mortgage payment would be $2082.11. on 6/1/2023. An escrow analysis was completed on 20 Apr 2023 (see statement) that stated effective 7/1/2023 my mortgage payment would be $2425.78. The higher amount for July was because the escrow analysis resulted a shortage (which I agreed with). Veterans United paid two Insurance companies for my 2023 Hazard Ins (Progressive and State Farm). I had cancelled Progressive, so they returned the premium back to Veterans United on 30 May 203. Veterans United put the money back into my escrow, but ran other Escrow analysis on 31 May (see statement dated 1 Jun 2023)! Well, when they completed that analysis, they changed my payment to $2411.71, not effective 7/1/2023, but made that payment due 6/1/2023!!!! I was expecting to pay (and had budgeted for $2082.11 on 6/1/2023) NOT $2411.71. I believe I am entitled to a refund of $329.60 for 6/1/2023. I am prepared to pay the $2411.71 on 7/1/2023 and going forward.

  

  Business Response

  Date: 06/08/2023

  Veterans United Management has spoken with the consumer and we appreciate them taking the time to work with us to provide valuable feedback and address their concerns. Our research showed the consumer spoke with a representative about the escrow analysis in the days before the June payment was due and a misunderstanding led to dates of the payment increase changing which could have been better communicated. Veterans United was able to adjust the payment per the consumers request and we apologize for the inconvenience. Veterans United Management remains available to answer any additional questions or concerns by contacting ** directly at ********************.

  Customer Answer

  Date: 06/11/2023

  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:05/31/2023

  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.

  The following loan officer from veterans United initiated a loan application in my name without my permission or approval
  ***** ****** Loan Officer
  **** ******* ************ **** **** *******************

  

  Business Response

  Date: 06/07/2023

  Veterans United has spoken with the consumer and understands
  they were concerned the application may impact their ongoing loan process at another
  lender. The application was filled out and received online by the consumer but
  has been withdrawn at their request. Veterans United remains available to
  answer any additional questions, concerns, or to offer financing in the future by
  reaching us directly at ************ * *****

• Initial Complaint

  Date:05/17/2023

  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.

  Our bank switched their system and Vets United automatic withdrawals were not being taken out. When I called to address this issue I was told about the Covid Relief Fund. I asked repeatedly if this would change our loan, and I was repeatedly told no. I was also told that the balance due would be tacked onto the end of the loan. During the pause in payments we received phone calls from Vets United every 3 months about extending the relief for 3 months. I always said yes. We started receiving letters in the mail saying that we were late on payments. I called and was told that they had to send that info and not to worry during relief. Around this time I would answer calls from them and nobody would respond. It took me several calls before I realized they were not just spam. I saved their number (lesson learned). We thought we had relief remaining after a call with them confirming that we had 3 months. After that time I called and was told we IMMEDIATELY owed the money. We found out we were unable to apply for payment assistance because we owed a few months worth of mortgage payments. We paid $10k (8 months of mortgage payments). We applied and got our paperwork in. We were told the underwriters needed more info from us. We got it turned in and the underwriting process was only supposed to take 30 days. We have been in underwriting since 3/4/23 and we have yet to hear our options (today is 5/17). We have gotten a call once a week asking if we had questions. I have talked with several different people who gave conflicting answers. I was told last week by one of their employees that he he would personally be calling me back in 2 business days with underwriting news (never heard back). A few days ago we received a notice in the mail to pay the balance in full by 7/1/23 or we would go into foreclosure. I called and was told they have to send that out (they just “have to”) and that the underwriting process is still going on. We currently owe LESS than what we used in relief.

  

  Business Response

  Date: 05/30/2023

  Veterans United empathizes
  with the consumer while they navigate their financial hardship. The option to add payments to the end of the loan was a temporary program offered through the VA and unfortunately the VA partial
  claim program is no longer offered. Veterans United's servicing team
  has relayed this information to the consumer and provided additional options
  for loss mitigation. Information was also provided to the consumer regarding possible state programs for financial assistance. Veterans United has
  been in contact with the consumer to go over what is needed for further loss
  mitigation consideration and has not been notified of any information
  submitted to the state. Veterans
  United's servicing center can be reached at: ************ and VUHL Management
  remains available to speak with the consumer directly at ************ **** *****