ComplaintsforVeterans United Home Loans

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a letter from veterans United home loans, claiming that I applied for a home loan through their agency. I never applied for any home loan through their agency. When I called them to dispute this, they claimed I spoke to someone named ***** last year. I told him I remember to speaking to someone concerning some possible veterans benefits in regards to death benefits. I then asked if a supervisor, or someone from their their lgal department could call me back and discuss that this would not affect my credit rating, and that there would be a record of me never applying for a home loan through their company.

  

  Business response

  07/09/2024

  Veterans United management has spoken with the consumer and provided them with proper steps to take to protect their identity. Any consumer who feels their identity has been compromised should consider the taking the following steps:
  1. Freeze your credit with the major credit bureaus: Equifax, Experian, and TransUnion. Each bureau has a credit freeze option available online.
  2. Visit the Federal Trade Commissions website, www.identitytheft.gov, to fill out the appropriate information.
  3. Review your credit for any unexpected tradelines or inquiries. Everyone is entitled to receive a free credit report annually that can be accessed at www.annualcreditreport.com as a good starting point.
  Additionally, we confirmed the application did not proceed past the initial stage and is no longer active. Veterans United remains available to answer any additional questions or concerns by contacting us directly at *******************.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The sale of our home closed on 4/24. Veteran's United was sent $86,546.80 from our title company. Veteran's United sent us a payoff letter dated 4/25 stating that the final payment of $84,417.41 had been processed and the mortgage is officially paid off, and that any money they owe us will be returned by check. I called to see where the refund was and I was told that they were only sent $85,128.32 by title and that we owed that much and there was no refund. Veteran's United by their own calculations of the balance they accepted full payment for, owes me $2,129.39, which is the difference between what they were sent from title and what they stated was our final payment that paid our loan off entirely

  

  Business response

  06/04/2024

  Veterans United Management has reviewed the information related to the mortgage payoff in question and found no errors in the processing. The payoff quote provided the total payoff amount including the principal balance, interest, fees, and any negative escrow balances. The final payment letter only references the principal balance amount. VUHL Management attempted to contact the consumer, but was unable to make contact by phone. A detailed email explanation was provided with supporting documentation. VUHL Management remains available to answer additional questions or concerns and can be reached at *******************.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was disrespected and discriminated against as a disabled Afghanistan veteran with hearing loss. Yesterday I was mislead by a loan officer who told me I had a mortgage in my name in *****, which prompted HUGE concern considering I've never owned property in *****. ******, I believe was his name, told me (PULL THE CALL FOR THIS ONE) "Well, at least they're paying on time". This caused a frantic leave from my work to get to the bottom of why there were two mortgages in my name. It turned out to be a "*****************" on my credit report so I called back to correct their mistake and ****** proceeded to double-down that he was certain I currently had two mortgages on my credit report, my current in ******* and mine in *****. I escalated the issue to a customer complaint representative who put me with an equally incompetent loan officer who couldn't understand my frustration with yesterday and completely disrespected me due to my hearing loss. TWO days in a row and I reached back out to ******************* the "client advocate" who WILL NOT ESCALATE THE ISSUE FARTHER. He claims it stops at him. This is a direct violation of SEVERAL laws. I want all calls pulled from yesterday May 6, 2024 and today May 7, 2024 reviewed, my issue escalated and a call from a manager.

  

  Business response

  05/16/2024

  Veterans United has attempted to contact the consumer but has not received a response at this time. Our research confirmed there is an existing mortgage appearing on the consumers credit report which was discussed on the phone with the loan team. We apologize for any confusion regarding the address of the subject property and/or creditor attached to the mortgage, both of which were referenced in the consumers initial conversation with his loan team. Veterans United remains available to offer financing or to discuss the consumers concerns in more detail by contacting us directly at *******************.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  

  Business response

  05/07/2024

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

  Customer response

  05/09/2024

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

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  05/13/2024

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

  Customer response

  05/14/2024

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

  

  Business response

  05/23/2024

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  05/08/2024

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  04/29/2024

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  04/26/2024

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

  Customer response

  04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The Representative addressed the issue with me and took note of the situation i presented. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Customer response

  04/16/2024

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

  

  Business response

  04/29/2024

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

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  04/10/2024

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

  Customer response

  04/11/2024

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

*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. ↩