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.

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  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

  4103 Madeline Dr Ste 106 Augusta, GA 30909

  
• 

  Veterans United Home Loans

  7302 Abercorn St Ste 1A Savannah, GA 31406-2436

  

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:07/27/2025

  Type:Customer Service 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 received an unsolicited letter from Veterans United Home Loans on July 27, 2025, stating that a loan application in my name was denied. I never applied for any loan with this company. This indicates they are using my personal data without my consent. I believe this constitutes a breach of privacy, a potential case of identity misuse, and an unethical business practice that targets veterans. I request a full investigation and appropriate regulatory action.

  

  Business Response

  Date: 07/29/2025

  Veterans United management has spoken with the consumer to review the concerns outlined and appreciates the opportunity to clarify the situation. The application in question was submitted through our online platform, and while there is no indication of malicious activity or an active loan file, we understand and respect the consumers concerns. Veterans United remains available should the consumer have any additional questions and welcomes direct contact at ******************.

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/15/2025

  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 am at my ends wit with VA United/Mr. ******. I have called day after day, week after week requesting a call from a supervisor or a manager. I have been promised on several occasions that a manager would call me; to date, I have not received any call. On November 1, 2024 I moved my home insurance policy from **** insurance company to *****. About April or May 2025, I noticed a drastic increase in my mortgage from $1772 to up to $1962. I was taken aback because I was anticipating a decrease in my mortgage since I have received a tax exemption for being 100% disabled. I called several representatives and was given different explanation by each, which has left me confused. I was told that, because I switched insurance companies, by annual premium went from $1,481 to $2,042, therefore I owe the mortgage company about $1,300. I was also told that VA united pay escrow in advance so for that reason I owe them $1,300. However, the city refunded $750 straight to VA United/ Mr. ****** because of the tax exemption which became effective on May 1, 2025. I also switched back to **** and got a reduced annual premium of $1,381. Because of the reduction in premium, Geico refunded $750 to VA United, bringing the total refund to $1,500. Yet, VA United claimed that I still owe them $1,300. VA United is not being transparent about this transaction and something is totally wrong. They have me paying $1,300 over a period of 12 months, in addition to my monthly mortgage. I am very disappointed with VA United and the way I am being treated. I have communicated with several representatives that I am frustrated, but it was all pushed under the mat. I need answers, I need a proper calculation done.; this behavior is unacceptable.

  

  Business Response

  Date: 07/18/2025

  Veterans United management contacted the consumer to discuss their request for a billing adjustment and provide clarification of their escrow account. Management provided an explanation and breakdown of the shortage directly to the consumer. We regret any delays or confusion with the process that the consumer has experienced. Our team remains available to assist with further questions or concerns by contacting us directly at *******************.

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Representative *** did an exceptional Job by resolving the confusion. 
   
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair 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.

  On July 9, 2025 I was contacted by a Veterans United Home Loan representative to inform me payments for my mortgage were not received for June or July. I have been solely with ** since the beginning of my loan in march of 2022. I set up my loan payments to be paid via autopay from my savings account. This is the second time ** has somehow discontinued my autopay resulting in late payment accrual, and this time, resulting in late payment being reported to credit bureau; ** did not reach out via phone or email communication that the payment was not received, or that autopay was discontinued. The first time this occurred, they called before the 30 day late reporting was due however, not this time.I am seeking that the business recall the late payment from credit reporting companies, and set up some safeguards to allow notifications of late payment; autopay disconnections.

  

  Business Response

  Date: 08/01/2025

  Veterans United management has spoken with the consumer to review the concerns related to mortgage autopay and credit reporting. After investigation, we found that changes were made to the autopay settings in March 2025, which led to no payment being scheduled for June. Confirmation of the changes was sent via email, and mortgage statements reflecting the missed payment were issued in May and June. Veterans United is evaluating safeguards and exploring alternative notifications to help prevent similar issues. We remain in contact with the consumer and will complete a full review to determine whether additional action is appropriate. Veterans United welcomes further discussion at ********************

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Jetta *******

• Initial Complaint

  Date:06/26/2025

  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.

  Violation of VA Servicing Guidelines (VA Pamphlet M26-4, Chapter 5)As this is a VA-backed loan, Veterans United is obligated to follow VA servicing guidelines, which emphasize loss mitigation through all available means and prohibit dual tracking (moving forward with foreclosure while a loss mitigation review is pending).VA servicing rules clearly state that servicers must evaluate any complete application submitted prior to the foreclosure sale and must not deny assistance based on timing alone.Source: VA Handbook M26-4, Chapter 5 Loss Mitigation Violation of Michigan Consumer Protection Act (MCL ******* et seq.)By denying me the opportunity to avoid foreclosure through available federal and VA-authorized loss mitigation options, Veterans United is acting in an unfair and deceptive manner, which may constitute a violation of Michigans Consumer Protection Act.?4. Requested Action I respectfully request the ************************ to:Investigate Veterans Uniteds refusal to review my complete loss mitigation application.Determine whether their practices violate federal regulations or Michigans consumer protection statutes.Assist in preventing the foreclosure sale scheduled for July 24, 2025, while my application is properly reviewed.Require that Veterans United comply with federal servicing obligations.

  

  Business Response

  Date: 07/14/2025

  Veterans United management is familiar with the consumers complaint and has conducted a thorough review of the account. Based on that review, we have found no evidence to support the claims outlined in the complaint. The consumer was informed of available loss mitigation options and given multiple opportunities to pursue assistance but did not complete the process or respond to outreach during those periods. In addition, our loss mitigation team provided several reinstatement quotes at the consumers request, but no payments have been received to bring the loan current. Veterans United encourages the consumer to direct any remaining questions to their assigned Single Point of Contact in our servicing center at ************.

• Initial Complaint

  Date:06/23/2025

  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.

  I have been attempting to change my mortgage payment from monthly to bi-weekly for the last 8+months in an effort to save a significant amount in interest/fees over the course of the loan. Despite a submission 8+ months ago via fax (per their request), and another recent submission (digitally through their page and via email for redundancy after spending a significant amount of time on hold just to speak to a representative) they have refused (and failed) to process my request. Both instances cite pre-payment needs, despite an authorized additional payment, and their ***** day processing timeline. This is quite clearly an attempt to avoid processing the request as it is not in their interest. I am going to try a third time and if it is not processed I will begin the search to refinance with another more reputable lender. ACHs are processed within minutes when withdrawing my funds, but take a month plus when not in their favor? Shady business tactics don't attract repeat consumers, and those that have served our country deserve above board business practices when expending their hard earned dollars.

  

  Business Response

  Date: 06/27/2025

  Veterans United management has contacted the consumer to discuss their request for bi-weekly payments and to explain the required setup process. We understand their desire to reduce long-term interest and have shared both the formal steps for enrolling in the program and alternative strategies that may offer similar benefits. We regret any delays or confusion and remain committed to helping the consumer find a payment solution that supports their financial goals. Our team is available to assist further at *******************.

• Initial Complaint

  Date:06/17/2025

  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.

  Instead of working with me as a veteran, Veterans United distanced themselves at every step. When I discovered serious safety and habitability issues after closingno running water, inoperable HVAC, basement dampness, and water in the electrical panelthey denied responsibility, redirected blame to the seller, and suggested the optional home inspection was the issue. They refused to hold their appraiser accountable, despite being the ones who selected, paid, and relied on their report to approve my VA loan.The appraisal, completed in March 2024, falsely certified that all utilities were on and functioning. The ** has since conducted a desk review and confirmed the appraisal violated VA Minimum Property Requirements (MPRs). Despite this, Veterans United has continued to side with the appraiser, citing limited scope as if that overrides VA policy. They have not offered a refund, repair compensation, or even acknowledged their role.I paid $650 through their portal for this appraisal, and Ive incurred thousands in repair costs. I repeatedly asked for the appraisers E&O insurance; it was only later discovered buried within a document without clear reference. ***** from their team inaccurately claimed I acknowledged receipt of the E&O when the email thread clearly shows I had not.This lender claims to support veterans but uses underwriting interpretations to undermine the very protections the VA loan program was designed to ensure. I have preserved all communications, photos, documents, and VA findings as evidence and have prepared for small claims court. I am requesting refund of the appraisal fee, reimbursement toward repairs, and written acknowledgment of wrongdoing. This complaint is part of my effort to seek accountability.

  

  Business Response

  Date: 06/24/2025

  Veterans United management has reviewed the concerns shared and appreciates the opportunity to respond. The property in question was appraised by a VA-assigned appraiser who certified that the home met the VAs Minimum Property Requirements at the time of review. While we understand the consumers frustration with issues discovered after closing, it is important to note that the VA appraisal is not a full home inspection and is limited in scope. Veterans United does not inspect or guarantee the condition of any home but provides financing on properties chosen by our consumers. In this case, the consumer elected to waive a full home inspection as part of their purchase contract that is negotiated directly between the buyer's, seller's, and their real estate agents. Our team remains available should the consumer wish to discuss any additional concerns by contacting us directly at ********************.
  
  
  
  

  Customer Answer

  Date: 06/25/2025

  Complaint: 23481542
  
  I have reviewed the business' response and am rejecting it because:
  
  Veterans United continues to deflect responsibility by claiming that the VA appraisal is limited in scope and that the borrower waived a home inspection. This is not about what I waived. This is about what the VA requires. The ** has already acknowledged in writing that there were errors in the appraisal, including Quality and Timeliness issues, and that the appraisal falsely certified that utilities were functional when they were not.
  Veterans Uniteds own website (************************************************************************************************************************************) clearly states that utilities are part of the appraisers evaluation under the VAs Minimum Property Requirements (MPRs). With the water meter physically disconnected at the time of appraisal, I want to know how Veterans United believes it was acceptable for the appraiser to certify that water was running when it clearly was not.
  Additionally, the appraisal listed the wrong number of rooms, which affects valuation and eligibility. It also failed to flag visible and unsafe conditions, such as an expansion tank resting on dumbbells on top of a water heatera clear safety violation captured in the appraisers own photo.
  The VA MPRs require all utilities to be on and functioning, and the home must meet basic livability and safety standards. These are not optional or waivable, especially in a loan guaranteed by the federal government for service members. Yet Veterans United continues to describe the appraisal as limited in scope, despite the VAs clear guidance that VA appraisals are held to a higher standard than conventional ones.
  Rather than acknowledging these documented failures, Veterans United has chosen to align with the appraiser, hide behind underwriting technicalities, and shift blame to the buyer or even the VAundermining the purpose of a VA-backed loan and betraying the veterans they claim to serve.
  
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/16/2025

  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.

  I am filing this complaint against Veterans United Home Loans for mishandling my VA loan application and failing to conduct proper due diligence before collecting money from me.Veterans United took a total of $975 from me, consisting of:$375 for a home appraisal $600 for a VA appraisal These payments were made in good faith, based on the understanding that I was pre-qualified and the loan was moving forward. However, after collecting these fees, I was informed that I could not proceed. This determination should have been made before requesting any payments from ***** this economy, I cannot afford to give money away. Veterans United did not perform the necessary checks up front and misled me into paying for services that ultimately went nowhere. As a result, I am left nearly a thousand dollars short, with nothing to show for it.I am requesting a full refund of the $975 I paid. Veterans United should not keep money for a process they failed to manage properly. This experience was stressful, financially damaging, and completely avoidable had they handled things professionally and honestly.I expect this matter to be addressed promptly and fairly.

  

  Business Response

  Date: 06/27/2025

  Veterans United management has contacted the consumer to discuss the concerns outlined and sincerely appreciates their feedback. While our records show that the loan team communicated throughout the process, we understand that certain aspects of the experience may not have been as clear as they could have been. Veterans United is committed to improving communication and ensuring consumers feel fully informed before moving forward. A path to qualifying in the future has been outlined, and our management team remains available should the consumer wish to discuss additional concerns by contacting us directly at **********************.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair 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 been working with Veteran's United (VU) for three months to close on a home loan. They have repeatedly failed to communicate effectively or at all; they have also neglected important aspects of the loan contract such as fire insurance, causing delays to closing and more money needed from me to close. At this time, I have already wired the agreed closing costs and signed all the required documents for the home purchase. They neglected to put the *** insurance into the contract and therefore into escrow and closing costs. The delays throughout the process and general unprofessional lack of communication are egrigious. In order to recover good faith and close this deal, I want them to cover the cost of the *** down payment and escrow amount. I have paid what was agreed and still do not have the home loan completed or keys in hand.

  Customer Answer

  Date: 06/10/2025

  This issue has been resolved. The company has taken on the additional costs incurred by their error and the loan is funded! I am content with the resolution.

  

  Business Response

  Date: 06/17/2025

  Veterans United management has contacted the consumer and worked directly with them to address the concerns raised. We appreciate their patience, constructive feedback and willingness to collaborate towards the goal of getting them into their home. We valued the feedback as an opportunity to improve and worked to cover the unexpected costs, consistent with the consumers request. Our team remains available should the consumer wish to discuss anything further by contacting us directly at *******************.

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising 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 keep Getting These Letter About MY HOME To Refinance, Get A Cash Out Or Give Them My Business I Call Them Asking They Stop Sending Me Mail , Stop Contacting Me Remove Me From Their Mailing List , But They Just Won't Stop

  

  Business Response

  Date: 05/30/2025

  Veterans United management has contacted the consumer in writing and confirmed that their contact preferences have been updated in our internal system to reflect no future outreach. While we cannot entirely rule out the possibility of a mailer originating from us, it appears unlikely based on our records. Unfortunately, it is common for third-party lenders to use public mortgage data and reference familiar companies in their advertising. We have invited the consumer to share a copy of the mail piece so we can investigate further, and we remain available if they would like to connect with us directly at *******************.

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/19/2025

  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 was contacted by Veterans United after I was on their website looking for a real estate agent. Veteran United used information from previous years to conduct a credit check on me after I informed the representative that I did not want to have my credit check and was seeking information for a realtor. A realtor associated with Veterans United contacted me and informed me of how much I was pre approved for a home. I did not authorize this credit check and how does the agent know the loan amount I was not notified of the loan amount. The real estate agent attempted to make excuses than stated a loan officer will contact me. I asked why I did not authorize a credit check I did not ask to be pre approved for a home loan Veteran United used a distasteful tactics to gain my current address and conducted a credit check and did not inform me and instead informed the real estate/ realtor. I fell this was unethical and poor business practices exploiting Veterans to do business with them. I was only asking questions which led to a credit check and loan amount disclosed to a 3 party who works with Veterans United. I want this credit check pull removed my credit report immediately

  

  Business Response

  Date: 05/30/2025

  Veterans United management has reviewed the concerns shared and appreciates the opportunity to respond. While were unable to verify all the details surrounding this experience due to the employee being on a long term leave of absence, we understand the consumer did not intend to take further steps beyond requesting information. As a result, **** requested that it be masked by the appropriate credit bureau as an additional precaution. Veterans United remains available if the consumer would like to speak further at *******************.

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****