Veterans United Home Loans

The applicant's information has been removed from our system and at their request, they will receive no additional communication

Initial Business Response /* (1000, 5, 2015/07/21) */
The loan specialist was able to reach the *** family and quickly satisfy the concern regarding the incentive paymentWe encourage consumers to reach out to their loan specialist or a client advocate directly with any questions or concerns
The client entered into the incentive program years ago and was registered properly and paid according to the incentive at that timeThe incentive program increased the following years and although this was a unique situation, we paid the new amount promptly once we understood the reason for the confusion
Although we know the client had to invest extra time into collecting their tax documents, we are prohibited from providing compensation outside of the financing termsThis could be considered a bribe or kick-back to influence the buyer's decisionThe week delay with the IRS caused thousands of home buyers to perform extra steps to obtain their tax documents more quicklyWe ordered the forms at the proper time but apologize about the stress the client experiencedWe want the process to be as easy as possible but remain committed to working with our clients, even when experiencing difficulties, in order to finalize the transactionWe are happy to discuss the matter further if necessary
Sincerely,
Veterans United Home Loans

Veterans United Home Loans and the loan officer specifically wish to apologize for the communication issues experienced. In the end the client was able to close on time and receive the desired earnest money refund through a contract amendment. We appreciate the feedback and the
opportunity to provide service to a very deserving Veteran

The client provided the required documents quickly and the loan was closed on the first contract extension date of June 3rd

The Loan Officer was able to contact the client directly, address the misunderstanding and satisfy the concern

We respect the consumer's position and will discontinue contact related to the refinance opportunity as we cannot provide financing at this time.  Our Client Advocate team remains available if further communication is requested and apologize for any anxiety created.

Initial Business Response /* (1000, 5, 2015/11/09) */
A member of management reviewed the complaint and attempted to reach Ms. Mcneal by phone and through email. At this stage we have not received a response but are available to continue the loan application process. FHA loans require a down...

payment and in order to make an approval decision and outline payment amounts, an anticipated loan size is necessary.
We apologize for any delayed contacts and remain available if the applicant wishes to continue.
Sincerely,
Veterans United Home Loans
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never received any response from this company. Yet, they are quick to point out they want money but lacks service. I believe this mortgage company is a FRAUD and I will be contacting all three credit agencies to report such.

Initial Business Response /* (1000, 5, 2015/11/09) */
A member of management was able to reach the client and resolve the concern.
The payment option the client chose drafts on a set schedule each month. Twice per year an additional principal payment will be made in one month and this is how the...

plan saves interest expenses. Changes to a client's payment plan can only be made by an authorized individual. A client may add a spouse or designated individual at their discretion. We are honored to serve this military family and have answered the concern with this explanation. The client has verbalized their desire to retract the complaint due to the misunderstanding. All parties hope the Revdex.com will remove the negative comments.

A member of management was able to reach the consumer and resolve the complaint. The loan officer had the opportunity to provide better expectations of what was required for full approval earlier in the process. The feedback we received will help us provide improved service in the future. We...

remain available if additional information is requested.

Initial Business Response /* (1000, 5, 2015/10/20) */
Any client wishing to speak with management may request direct contact with a Client Advocate through the reception desk at XXX-XXX-XXXX, through the Client Advocate tab on the website https://www.veteransunited.com/help/ or by emailing...

[redacted]@veteransunited.com.
A manager was able to speak with the [redacted] and learned that they liked their Veterans United representative but were disappointed that they could not qualify for more and had issues with the independent realtor. We outlined solutions and had a good relationship and worked directly with Mrs. [redacted] throughout the process. She was not aware that a friend influenced her husband to file a Revdex.com complaint and they both said they wished to retract the complaint.
We are honored to serve veterans and confirmed that the applicant did not feel mistreated based on age or have an unprofessional interaction with Veterans United. No specific resolution to the complaint was proposed and we appreciate the opportunity to continue to assist this veteran family if they are able to lease or sell their current home.
Sincerely,
Veterans United Home Loans
Initial Consumer Rebuttal /* (3000, 13, 2015/11/18) */
The manager had a talk with us and explained everything to us. Also apologized to us for not explaining everything to us on behalf of the man giving us the mortgage.

Veterans United Home Loans may only pull a credit report when an applicant provides their personal information and authorizes the action.  Our research shows that the applicant provided this permission verbally, they signed a credit inquiry authorization form and confirmed via email that our...

office may, “Go ahead & run the credit report to see where things are.  Thanks”.    The first credit pull referenced on 6/15/16 was performed by USAA and not Veterans United Home Loans. Several cordial emails were exchanged during the application and credit improvement process.  Our office sends loan disclosures and certainly follows up with applicants in order to earn their business.  Email records show that both parties were engaged in a respectful dialogue until the applicant wished to end the relationship.

Complaint: [redacted]
I am rejecting this response because:The initial correspondence sent to the credit bureaus did not advise that they made an authorized credit inquiry. [redacted] sent us a letter to sign and send back disputing the inquiry. They on 5/6/16 a non letter head letter was sent to all the credit bureaus stating that they "wish to have the credit inquiry removed based on the consumer's contest/dispute" Neither of these letters state that they had our filed mixed up with another client and pulled the wrong credit. Then Equifax sends each of us a statement that the inquiry is a factual record of file access. I spoke to [redacted] in a unpleasant/argumentative conversation on 5/16/16 about 1. non of the letters that they had supplied was on letter head so it's as if anyone could have typed it up and 2. non of the correspondence stated what really happened and they have no accountability for anything. I later receive and email with the updated letters on letterhead. The letters state what actually happened by I am more than sure that they did not resend it to the credit bureaus. Please see attached correspondence as I have referenced above.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/01) */
A member of management was able to speak with the applicant and satisfy the complaint. A unique commuting situation and a credit report issue that was not updated by all agencies created delays. The process took extra time and the seller's...

decided not to extend the contract at no fault of the veteran. The applicant provided useful feedback and is satisfied with the agreed upon resolution.

Health issues caused an unforeseen change in the original purchase plan although the applicant himself was well-qualified.  Options to move forward were limited and the veteran decided to respectfully withdraw his application.  Our management team values the feedback and were able to...

satisfy the individual’s request.

A member of the management team was able to request correction to any negative credit reporting and help the consumer establish automatic payments.  Direct contact information for the Client Advocate team was provided to by-pass the loan servicing company for any additional requests.  The...

consumer's feedback was very helpful to address the concern promptly.

Although the Department of Veterans Affairs determines a Veteran’s entitlement amount our office takes responsibility for setting the correct purchase expectations.  Receipt of an “Acceptable VA Issued Certificate of Eligibility” is a required condition on the pre-qualification letter. ...

We have since provide the eligibility letter to the Veteran and agree that he would not have pursued this purchase contract or incurred certain expenses if we had confirmed the entitlement amount up front.  A member of management was able to apologize to the Veteran and do what was possible to satisfy the concern.

We respect the fact that the individual has no interest in a mortgage loan but we do not participate in deceptive or false advertising .  Records show that a phone application occurred on 10/10/16 and the caller identifying themselves as a veteran or spouse of a veteran had intimate details in relation to both individual's social security numbers, dates of birth, [redacted] loan details, [redacted] bank accounts and balances, income, retirement pay and 401K assets.  We wish to resolve the concern and can email a copy of the application and military eligibility records with password protection to the gmail account on record at the veteran's request.  It would not be appropriate to upload private personal information or share other details on this public complaint forum.  We have no interest in disputing comments or taking further action as the individual states they have no interest in a loan application.  With full respect, we hope to have satisfied the complaint.

The applicant is well-qualified for financing but the condominium project was denied because of pending litigation and single-entity majority ownership which creates risk for any potential buyer.  The Loan Officer had the opportunity to identify this earlier in the process and save the...

applicant certain costs.  Feedback regarding the poor communication has been used by management to improve the Loan Officer's performance.  We remain available if the applicant wishes to pursue another property and have restored the costs incurred.

I received the answer from Veterans United on February 7, 2016. After reading their answer I had to gather all the evidence necessary to refute their claim. They are not being completely honest about the exchanges that took place. The idea that we had nothing but "pleasant email exchanges" is not reflective of what actually occurred. As I stated in my initial complaint, VU engaged in practices that were a violation of my privacy multiple times without my permission or right to make an informed decision.

Initial Business Response /* (1000, 5, 2015/07/30) */
Veterans United wishes to apologize for the confusion and effort the veteran had to make to address the tax refund. Although the consumer actually spoke with a servicing company, they do represent Veterans United Home Loans and we take...

responsibility for resolving the matter.
According to the servicing company a tax refund check in the amount of $5,033.44 was sent the day we received the Revdex.com complaint (7/16/15). The provider did not include a tracking number but we have reason to believe that the consumer has now received the check. We also updated the tax status to reflect the exemption and the veteran's payment should accurately reflect a much lower monthly payment beginning August 1, 2015.
We attempted to reach the consumer by phone but the call did not reach a voicemail box so an email has been sent to confirm the information. The detailed feedback we received from this consumer will help us improve the process for future escrow adjustments. Please contact a Client Advocate at the corporate office if any further information is required.
Sincerely,
Veterans United Home Loans
Final Consumer Response /* (2000, 13, 2015/07/31) */
Veterans United responded adequately and refunded the escrow overage, also adjusted payments to reflect correct amounts. In addition representative called my directly and informed me of their corrective action. This action is completed. From a business stand point things may not always goes as the Organization values and mission due to situations out of their control. In this case it seems the information and my several request did not reach the right person to correct the deficiency until the complaint was placed. I am pleased with their action and suggest they better train others who support their organization to follow their business principles and mission statement. Is unfortunate that I had to resort to the Revdex.com to have it resolved due to miscommunication with other agencies that work side by side with Veterans United. never the less Veterans United stood in support of this veteran and resolved the issue correctly at this time. I am pleased with their actions and will continue to recommend Veterans United to others.
Thank you.