Business Profile

Mortgage Broker

Veterans United Home Loans

Complaints

This profile includes complaints for Veterans United Home Loans's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

152 total complaints in the last 3 years.
35 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/28/2025
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.
hi,i closed on a new house on 12/18/24 and approx. $3500 of the loan was supposed to pay off my bestbuy credit card,the title company in marquette michigan was supposed to send the $3500 to bestbuy to payoff my card,,,well this has not happened yet and they told me to deal with it and I have a problem with that,,it was the title companies responsibility to make sure the bestbuy card was paid off so i could close the account,,please help,thank you.
Business Response
Date: 02/13/2025
Veterans United has previously spoken with the consumer and understands their frustration. While we do not have direct access to these funds, we have confirmed with the title company that the check was cashed and the transaction appears to have been processed as intended. Despite our attempts to follow up, we have been unable to confirm if the issue is resolved. The consumer can contact us directly for further questions, concerns, or additional assistance at *******************.
Initial Complaint
Date:01/28/2025
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.
In February 2023, I received notice by ****************** for my homeowners insurance renewal. The letter was a reminder stating that my homeowners policy was due for renewal on April 15, 2023. Also, the letter stated that payment must be made by the due date. If not received for the due date of April 15th, 2023, my homeowners insurance policy would be canceled. The same day, I called Veterans United Home Loans escrow department, in charge, of making payments for my homeowners insurance policy and home taxes. I called and spoke with an agent at escrow and alerted the agent of my concerns for the upcoming payment that is due for April 15th, 2023. I was told that I shouldnt worry, and it is the ****** departments responsibility to make sure that the payment would be made. I was assured that it would be made. I felt I was in trustworthy hands, and I was satisfied with the agents response for my concern. Fast Forward to May of 2024, about a year later. I was called and told that I had no homeowners insurance coverage. They said there was a lapse from the period of April 2023 to May of 2024. With that call, I received mail from Veterans United Escrow explaining that I had no coverage of homeowners insurance for my home. This was the first time I learned of the lapse and became very upset upon learning I had no insurance coverage. I was very upset, because I called months before the due date and told them that my policy needed to be paid April 15th, 2023, and avoid cancellation. Well, it was not paid, which resulted in my homeowners insurance policy getting cancelled for non-payment. All I heard were excuses for the non-payment. To further the aggravation, they want me to be responsible for paying $3,000 dollars for the lapse. This resulted in my monthly mortgage payment skyrocketing by some $400 dollars a month. Thats robbing me of my monthly groceries. I was misled and provided excuses for their failure in making payment for my homeowners insurance policy g
Business Response
Date: 02/07/2025
Veterans United management has reviewed the consumers account and spoken with them about the concerns they outlined in their complaint. We regret the experience has not lived up to our standards but we appreciate their candid feedback to help us continuously improve and appropriately update their account. ********************************************* is working with the consumer to waive additional charges as a result of the miscommunications they experienced. We remain available to answer any further questions or concerns by contacting us directly at *******************.
Initial Complaint
Date:01/04/2025
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.
BBB Serving Columbia MO January 4, 2025 ************************************* I am writing to express my dissatisfaction with the unacceptable service that occurred at Veterans United ************** while purchasing my VA Home. I am seeking a $650.00 cashier cash reimbursement from Veterans United Home Loan mailed to my attention to close this matter.Your agency (BBB) can see with the attached documents from Veterans United Home Loan that the Bank states that the home "is valued at $360.00 with no repairs needed." This property should not have passed the VA Appraisal process with rotten wood on the foundation, a hole in the wall and, discoloration on the side of the home. It was my intent based on the response from the lender at that time to use the VA Appraisal report to indicate any discrepancies or major repairs needed. Finally, I am not looking for the lender to call me to discuss this matter, because its unacceptable that I was charged $650.00 from my account to pay for a report that indicates no repairs needed. If you have any questions or require additional information, don't hesitate to contact me at the address above or by email at ************************* Thank you for your assistance concerning this important matter.Sincerely,H. ***** ****** III
Business Response
Date: 01/12/2025
In accordance with the consumers request VUHL has not made contact with the consumer; however, we want to extend the option to contact us directly at *******************. Veterans United would encourage the consumer, and any consumer with similar concerns, to take the following steps:
-If you obtained a home inspection, check to see if the issues were revealed there. Contact the inspector if they were overlooked.
-Check your contract paperwork to see if you received a Sellers Disclosure statement and review it to ensure it was transparent and honestly completed.
-Contact the realtors/sellers in the transaction if you believe information was not properly disclosed to see if they will offer any remedies to the issues.
-Consult a real estate attorney if you believe you were misled, or issues were not transparently disclosed.
While we empathize with the consumers concerns, Veterans Uniteds role in the transaction is to provide financing on the property of the consumers choice. No representative of Veterans United personally inspects or guarantees the property and a home inspection is always strongly encouraged. Veterans United remains available to discuss the specific concerns with the consumer by contacting us at *******************.
Customer Answer
Date: 01/13/2025
Complaint: 22768898

I have reviewed the business' response and am rejecting it because: The response from Veterans United Home loans lacks merit. The fact that the bank accepted $650.00 from the veteran (H ***** ******) and indicated on the paperwork no repairs were needed and still accepted the funds from the consumer. As a military veteran with an outstanding military record, I highly don't recommend any veteran using the services at this financial institution. The Better Business Bureau has done an outstanding job communicating my concerns to the bank, and I have no interest in contacting the bank. Refunding my $650.00 to my attention will bring this matter to a close. Thank you!

Sincerely,

H ***** ******
Business Response
Date: 01/20/2025
While we empathize with the consumers concerns, Veterans Uniteds role in the transaction is to provide financing on the property of the consumers choice. No representative of Veterans United personally inspects or guarantees the property and a home inspection is always strongly encouraged. Additionally, the Veterans Administration randomly selects the appraisers to complete the assignments to ensure unbiased results. Appraisers are not employees or representatives of Veterans United. Veterans United remains available to discuss the specific concerns with the consumer by contacting us at *******************.
Customer Answer
Date: 01/22/2025
Complaint: 22768898

I have reviewed the business' response and am rejecting it because the bank failed to meet and ensure the consumer needs. Fact in the matter, the $650.00 appraisal fee was paid directly to Veterans United for the VA appraisal. Please refund the $650.00 as soon as possible. Thanks!

Sincerely,

H ***** ******
Customer Answer
Date: 02/11/2025
021125JM: Left a message with Mr. ****** to return a call to me.
021125JM: Spoke with Mr. ***** ****** and he would like this case close. He is dealing directly with the VA Representatives of Veterans Unite at *******************-(Mr. ****** *****) and things are going in the right direction and he is wishing to close this complaint. He thanks BBB for all of it's help and if he needs further Assistance he will contact us. He is request for this complaint to be close at this time.

Business Response
Date: 02/13/2025
021125JM: Left a message with Mr. ***** to return a call to me.
021125JM: Spoke with Mr. ***** and he handing this case close. He is dealing directly the Customer and has given the customer an refund and offered to help him with any other issues or concerns. with the Veterans Center at *******************-(Mr. ****** *****) would like this complaint close as the refund has been given to the customer. He has offered to help the customer with any other concerns and issues and to talk with him directly.
Initial Complaint
Date:12/29/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/27/24 the company sent and email stating:"Check VA Loan requirements and rates in less time with help from a dedicated home loan specialist. You're only minutes away.Take the First Step"At no point in the email does the company state that the veteran will be the taken to a form where their personal information will be collected, including their social security number and pre-qualification for a home loan will be determined by Veterans United. Moreover, at no point are the promised details of the requirements or rates outlined.This is very troubling because a veteran might unwittingly end up with an inquiry to their credit score at a time when they are trying to prevent unnecessarily lowering it.Because they do not disclose this fact it is a very deceptive practice.
Business Response
Date: 01/06/2025
We appreciate your constructive feedback and passion for protecting Veterans. Based on our research, an application was not completed due to the protections and disclaimers put in place during the online application process. We are glad to see the systems worked as intended and placed the consumer into our internal do-not-call protocols to avoid any unwanted contact moving forward. Veterans United management remains available to answer any additional concerns by contacting us directly at *******************.
Initial Complaint
Date:12/27/2024
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 canceled my home owners insurance that was held in escrow with veterans united home loans, which I was given a wavier from them to do, earlier in this year I was owed money from veterans united but they didnt give me all of my money they took half of what was owed to me and paid my home owners insurance now mind you they are also charging me throughout the year $239.00 a month for homeowners insurance in order to pay it in total for the following year 2025. I am owed $2151.00 which I was told by *** Overshier when I signed the waiver that he sent to me for the wavier. Now Im am being told that I am only entitled to $1200.00 out of the $2151.00, so I requested an audit of my account on yesterday and today they call as well as sent me an email stating that I am entitled to $1200.00 which I know is incorrect, just have them go back and listen to their recordings between myself and ***.
Business Response
Date: 01/12/2025
Veterans United management has spoken with the consumer on numerous occasions regarding the allegations in the complaint and our response remains consistent and unchanged.A full audit of the account was completed after removing the insurance and we regret any confusion that has resulted; however, no amounts were promised to the consumer as part of that process. Veterans United management sent an email breakdown to the consumer outlining the amounts and balances in their account. We remain available to consider new information or provide further clarification by contacting Veterans United directly at *******************.
Customer Answer
Date: 01/14/2025
Complaint: 22736106

I have reviewed the business' response and am rejecting it because: If they took out $****** monthly for home owners insurance for nine months because I paid for the month of December then I am owed $2475.00 and not $*******, the customer service representative in this document says the amount that comes out for home owners insurance, and if I had to pay the mortgage company an extra $890.00 monthly from Feb 2022 through March 2024 for the debt in 2022 then I am owed money because they had no issues charging me monthly to repay the debt, they should have no issues paying what is owed to me. The money thats in escrow pays the property tax and home owners insurance and if I pay ****** monthly for the following year then I am owed more than *******. Because when the tax for my property was in excess of a little over $******* they took from what they owed me and paid the home owners insurance and from the customer service representatives statement they shouldve given me all of my ******* because if I paid homeowners insurance in advance then they shouldve had enough for 2024s payment and I shouldve gotten all of the money that was owed but that didnt happen.

Respectfully
******* W Reid
U.S. **********************************************************
Business Response
Date: 01/20/2025
Veterans United management has investigated and reviewed the consumer's complaint on numerous occasions with our response remaining consistent and unchanged. The consumer was refunded the proper amount based on all documentation provided and reviewed internally. Veterans United management remains available to provide clarification or consider new information by contacting us directly at *******************.
Customer Answer
Date: 01/30/2025
I am rejecting the business' response as it is not accurate. I did not receive the correct amount refunded, I got $1,236. It was supposed to be $2,475.
Business Response
Date: 02/05/2025
Veterans United management is familiar with the consumers complaint and has responded on prior occasions with our response remaining consistent and unchanged. Veterans United emailed a detailed account breakdown to the consumer prior to the receipt of the original complaint confirming the appropriate amount was returned to the consumer. We remain available to consider new information and can be reached directly at *******************.
Customer Answer
Date: 02/06/2025
Complaint: 22736106

I have reviewed the business' response and am rejecting it because:

I received ***** in check form, and have not cashed it because that is not the right amount. It was 9 months at 275, which is *****. If you listen to the recording of the conversation, they broke it down with me and came to the same amount. I have the very same recording attached to the complaint if you would like to listen. I am still owed 1,241.

Sincerely,

******* ****
Business Response
Date: 02/13/2025
Veterans United has previously responded to this complaint and conducted a thorough review of the consumer's account. We understand their frustration; however, the escrow refund amount was calculated in accordance with applicable guidelines and has been confirmed as correct. While we acknowledge the consumers expectations, our review found no indication that a different amount was guaranteed. If the consumer has additional questions or would like further clarification, we remain available at *******************.
Customer Answer
Date: 02/14/2025
Complaint: 22736106

I have reviewed the business' response and am rejecting it because: as I have stated before and with audio recording I am owed money and for this company to keep monies belonging to the consumer is wrong, they do this because they know that they can and the majority of the time they know that most consumers just dont want the hassle associated with going back and forth with the company, any one that knows power point and excel spreadsheets knows how to fudge the numbers to reflect what the company needs to achieve in order to keep proceeds belonging to the customer. The spreadsheet that was given to me did not reflect the whole process of my history because in 2022 they ran an analysis three times that year and I called them back then but that was not reflected also you are only allowed to run the analysis once per year, also I requested an audit of my account the day prior and the very next morning I received an email as well as a phone call stating that the audit was done and the only thing I could do is just contact the BBB because you will never get a company to actually do the right thing.

Sincerely,

******* ****
Customer Answer
Date: 05/06/2025
042425 JM: Left a message for Mr. **** to return a call to me.
042825 JM: Mr. **** return my call and stated things are moving forward with a Mr. ***** at the VA Center and he will let us know what happens.
050225 JM: Mr. **** stated that he is dealing with them directly at **************** ***** and he is working with him in getting this resolved.
050525JM: Spoke with Mr. **** and he has ask for us to go ahead and close this complaint as Mr. ***** at the ************ is working with him to resolve his complaint.
Business Response
Date: 05/06/2025
042425 JM: Left Message for a Mr. ***** to return a call to me.
042825 JM: Spoke with Mr. ***** and he is going to check on the statue of any refund due to Mr. **** and advise me of the findings.
050225 JM: Mr. ***** confirmed that he has been in talks with Mr. **** and has determine a refund will be award to Mr. **** and would like this complaint to be close.
050525JM: *************** at the VA Center and he has confirmed what refund that was due to Mr. **** has been given to him and has request for this complaint to be close as he has told Mr. **** to deal directly with him going forward if he has anymore concerns.
Initial Complaint
Date:12/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lack of communication. I currently have my property for sale and the loan is with this company. I have since changed my last name after acquiring the loan. I emailed a name change request 10/29/2024. I called to get an update on 12/2/2024 and was advised it wasn't received. I emailed again the same day. Today I call to follow up and I was hung up on after spending 15 minutes trying to get through the automated system. I call back again and spend another ***** minutes trying to get through the automated system, spoke with a representative about my issue, and was again hung up on. I currently have an offer on the property and if accepted I am not sure I'll be able to sell my home with the name discrepancy.
Business Response
Date: 12/27/2024
Veterans United management has been in contact with the consumer and we appreciate their feedback and assistance in addressing their concerns. We regret that the experience did not meet expectations; however, we were able to help finalize the name change documents that were needed. Veterans United management remains available should further questions or concerns arise and can be reached directly at *******************.
Initial Complaint
Date:12/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction Date: 12/11/2024 Reason: Request to refund Money for escrow, inspections, appraisal of property at ******************************, phone ********************** Loan Officer **** Jayamme, **** ******. Loan failed through because my employer Elevance Health have a policy about employment verification and they request a Work at Home letter. *************** tried to accommodate an out of policy request. I want to be compensated for all expenses
Business Response
Date: 12/26/2024
Veterans United Management has spoken with the consumer and we appreciate their constructive feedback. A path to qualify in the future has been laid out and we will continue to work with the consumer to reimburse them for out of pocket expenses while exploring options for loan approval. Veterans United management remains available to answer additional questions or concerns and can be reached directly at *******************.
Initial Complaint
Date:11/01/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When the ***** inspection came back, the inspection recommended an expansion tank be installed. When I spoke to agents for Veterans United, I was told the tank was "not required." So, I did not have my realtor include it with his negotiations with the seller. However, when I had the bathroom construction expert out here, he told me the take IS REQUIRED by Cobb County Code. Had I known it was required, I would have instructed my realtor to negotiate it with the seller. So, I hold Veterans United responsible for my having to pay additional $465.97 in addition to the FOUR THOUSAND DOLLARS above estimate that I had to pay for closing costs. I strongly feel Veterans United should absorb this cost. However, when I spoke to the representative for Veterans United, I was told the tank was "not required for the loan." I insist that I have been mistreated by the realtors at Veterans United; they were either ignorant of the code requirement or chose to ignore it.
Business Response
Date: 11/14/2024
Veterans United management has spoken with the consumer about their concerns, reviewed the VA required appraisal and found no repairs or recommendations to be required by the ** appointed appraiser. As a lender, Veterans Uniteds role in the transaction is to provide financing for the home of the consumers choosing and we do not inspect, guarantee, or otherwise warranty property condition. Although home inspections are not a requirement, Veterans United encourages all consumers to obtain one and then decide if the home is to their standards. Veterans United remains available to review new information and can be reached directly at *******************.
Initial Complaint
Date:10/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have just about had enough of Veteran's United loan servicing department. For the past year, they have been constantly mismanaging my property tax exception status and my escrow. Causing my monthly payments to fluctuate all over the place. I must have spoken to over ten representatives by now each and every time to have this problem addressed. As a disabled vet, do yourself a favor and stay away. Save yourself the constantly elevated Blood Pressure.
Business Response
Date: 11/14/2024
Veterans United management has been in contact with the consumer to resolve their concerns, and we appreciate them working with us to research the issues. We regret the experience has not met expectations to this point; however, we have updated the payment information to accurately reflect with our 3rd party servicing center and initiated the process of returning escrow surpluses. Veterans United management remains available to assist the consumer by contacting us directly at *******************.
Business Response
Date: 11/14/2024
Veterans United management has been in contact with the consumer to resolve their concerns, and we appreciate them working with us to research the issues. We regret the experience has not met expectations to this point; however, we have updated the payment information to accurately reflect with our 3rd party servicing center and initiated the process of returning escrow surpluses. Veterans United management remains available to assist the consumer by contacting us directly at *******************.
Initial Complaint
Date:10/24/2024
Type:Product 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 is my mortgage company. I have an escrow surplus of $3500 that is due to me. I contacted them to collect my overage the first week in October. I was told that a check was mailed to me on June 5 of 2024. I was never in possession of the check because I was not aware of the checks existence or of the check being mailed out there was no telling me this. I told them to do a stop payment on the check and re-issue via direct deposit. They wanted me to send a voided check in for the direct deposit. On October 8th at 11:52 AM I sent the voided check to the email that was provided. I was told I would have my funds in up to five business days after the initial five days, I reached out again and was told essentially that whoever told me that did not follow through and begin the process for me to receive my funds. I filed a complaint with the company. I have spoken to four different individuals, all have said the previous person has not done their job. I am beyond angry and I want the money that legally belongs to me. I have been passed around from person to person and given the runaround. I am tired of their games and I want my money now..
Business Response
Date: 11/06/2024
Veterans United management has spoken with the consumer, and we appreciate their willingness to work with us while we resolved their concerns. We regret the experience did not meet expectations but we can confirm the consumer received their overage check. Veterans United management remains available to answer additional questions or concerns by contacting us directly at ********************.

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Veterans United Home Loans is BBB Accredited.