Veterans United Home Loans

Complaint: [redacted] I am rejecting this response because: I may have decided to resolve this complaint with this company at presentHowever, I will do everything I can to alert other veterans as to the deceptive practices of this companyAs far as my relationship with this company, I have always felt the best way to complain is with your feet Sincerely, [redacted] ***

I received the answer from Veterans United on February 7, After reading their answer I had to gather all the evidence necessary to refute their claimThey are not being completely honest about the exchanges that took placeThe idea that we had nothing but "pleasant email exchanges" is not reflective of what actually occurredAs 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

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 inquiryThey on 5/6/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 creditThen Equifax sends each of us a statement that the inquiry is a factual record of file accessI spoke to [redacted] in a unpleasant/argumentative conversation on 5/16/about non of the letters that they had supplied was on letter head so it's as if anyone could have typed it up and non of the correspondence stated what really happened and they have no accountability for anythingI later receive and email with the updated letters on letterheadThe letters state what actually happened by I am more than sure that they did not resend it to the credit bureausPlease see attached correspondence as I have referenced above Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ A member of management was able to speak with the applicant and satisfy the complaintA unique commuting situation and a credit report issue that was not updated by all agencies created delaysThe process took extra time and the seller's decided not to extend the contract at no fault of the veteranThe 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

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ A manager spoke with the applicant and was able to resolve their concern before the Revdex.com complaint was receivedAny individual with a question or concern is encouraged to reach out to management directly for immediate attention There are short-sale and foreclosure exceptions for veterans and the FHA (CAIVRS) resource to locate previous defaults showed no issuesThe correct procedure was followed and the applicant signed a purchase contract for a new construction home that would be completed in monthsThe CAIVRS report would expire before completion and the builder was requiring a large, non-refundable depositAt that stage, the loan officer called the FHA to double check the report, knowing that there was a previous short-sale, the construction period would take months and the client was about to put down a large depositAfter the initial communication, the FHA Connection acknowledged that there was in fact an issue and their original report was not accurateThe loan officer translated this issue to the applicant within hours of receipt of the purchase contract so the $15,deposit would be protected The applicant was disappointed, filed a Revdex.com complaint and then spoke with a manager and requested that we send their information to a new lenderThe applicant thanked us for the explanation and did not lose their deposit to the builderWe satisfied the client's request, provided our best guidance and hope they will have a successful transaction with the new lenderdays later we received the Revdex.com complaint but understand that the applicant was satisfied previously

A member of the executive team was able to speak with the Veteran, offer our apology and provide options to resolve the concern The feedback from the Veteran was accurate and has been used as a learning opportunity for the loan officer Future financing is absolutely available for this consumer and we remain available if we can offer any assistance

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ A member of management spoke with the applicant and was able to resolve her concernAny applicant wishing to speak to a supervisor 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:// [redacted] /help/ or by emailing [redacted] @veteransunited.com Issues surrounding income limitations were not known or anticipated and a supervisor did not properly follow up to discuss the matterThe applicant's constructive comments were helpful to improve our communication processPlease let us know if additional information is necessary

Veterans United Home Loans would be happy to research any phone numbers, calls or emails received but we believe this individual has been contacted by a fraudulent company After the preliminary application our last attempt to reach this individual was September 28, and we have made no contact since or on February 23, Our website, phone system and employee training all discuss that we are not a government agency and there would be no benefit to our company in making an alternative statement This is however common language used by scammers and we have seen incidents in the past We recommend writing down phone numbers, asking the caller for their business address and registered NMLS number If they cannot quickly reply or make inaccurate statements, they are likely a fraudulent entity

Initial Business Response / [redacted] (1000, 5, 2016/03/03) */ The VA home loan approval process can be complicated and many documents may be requestedThe items requested were appropriate based on the client's loan applicationMortgage disclosures are provided initially with estimated figures and VA Funding Fee amounts are determined by the Veterans AdministrationOnce the VA waived the VA Funding Fee, updated mortgage disclosures were sentThe Loan Officer has attempted to explain the loan amount, VA Funding Fee and seller-paid costs accurately and all clients are encouraged to ask questions before signing settlement documents Based on the applicant's request, we have stopped processing the loan and have informed the realtor that the client wishes to have the earnest money refunded by the seller Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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

Records indicate that Mr [redacted] or his spouse applied for a loan on 10/10/and were well qualified As the applicant has shown no further interest in pursuing the loan we mailed deny/ withdraw letters to close out the file as required by law No further contact will be made

A member of management was able to contact the consumer, finalize the loan settlement and satisfy the complaint Veterans United Home Loans was honored to serve this Veteran and continues to serve millions

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.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

The licensed loan officer was able to reach the applicant and explain that the appraised value can only be contested if the consumer provides three, more recent comparable home sales of a similar size and closer proximity to the property than the original sales comparables used by the VA’s assigned appraiser We apologize for any communication delays but cannot pursue a targeted closing date if the refinance does not provide a net tangible benefit to the consumer We remain available and have offered continued service at the applicant’s request

The
client’s private information is protected through multiple security systems and
the loan has now successfully closed.
Although the client’s loan scenario was unique the items requested were consistent
with documentation requirements.
A change in the Veteran’s pay
caused additional requests and all items
were satisfied. Although the spouse was
not prohibited from being on title, the relocation of her private cleaning business
from Missouri to Utah would require additional documentation that would not
support additional income. It is our
understanding that the borrower and his wife agreed that the additional paperwork required to add her to the loan would not be
necessary. Veterans United Home Loans
understands that the process was not simple and we appreciate the client’s
ability to provide the requested documentation so the loan could close. We are honored to serve this Veteran family
and remain available if any additional information is needed

Veterans United Home Loans wishes to apologize that the claims department did not provide accurate expectations. The claims, inspection and payments process involves multiple companies and can take significant time so a member of the management team was able to track each step of the
process for the consumer and make sure the checks were sent priority mail when they cleared. We have confirmed the consumer has received the two check payments which resolved the concern