Veterans United Home Loans

Veterans United Home Loans could not complete the loan transaction after a final verification revealed issues not shown on the original credit report. We understand that the applicant will have to make alternative housing arrangements and did not know about the issues previously. A
member of management was able to speak with the applicant, provide advice for future financing and satisfy the concern

The loan specialist was able to reach the Veteran and apologized about the communication delay and confirmed that all private information was secure. The Veteran responded that they found another way to go but appreciated the response and would reach out if anything was needed in the future

Initial Business Response /* (1000, 5, 2016/01/14) */
A member of management was able to help the client update his login information and satisfy the concernThe manager provided his contact information for any additional questions that might arise
Any client with questions or concerns can
reach the Client Advocate team at XXX-XXX-XXXX for immediate attention

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, pending results to credit correction
Sincerely,
*** ***

Revdex.com:
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 Business Response /* (1000, 5, 2015/08/03) */
Authorization to pull credit, from all involved parties is certainly appropriate in any circumstanceThe suggestion to provide training is not only appreciated but is a good idea and we will use this individual's feedback to improve our
processesWe have provided instructions to remove or mask the inquiry and will follow through with that request once we receive the letter and signatureA member of management has called and emailed the individual and is available if additional information is necessary
Sincerely,
Veterans United Home Loans

Veterans United believes the complaint may be better directed toward the local home builder. Our office was given a purchase contract for a home being constructed with the anticipated completion and closing date of October 11th. The VA portal notes show that the appraiser reached out
times to the builder’s agent regarding completion but on October 12th verified that the home was not finished. The realtor confirmed that tile in the bathroom, landscaping, appliances and carpet were not installed. The buyer must not purchase an unfinished home and Veterans United is unable to fund the loan until the VA appraiser verifies the work is complete Our office received the Revdex.com complaint the same day the appraisal was delivered and we were able to close the loan on the first date available for the consumer and title company. For the best possible service, consumers should reach out to Veterans United’s Client Advocate team directly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI did reach out to Veterans United, for your information and the fact you do not know that, says more than anything else I can say.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This was there fault, they have a system that made this mistake, they refused to accept the responsibility of their mistake and fix it. I had to fix their mistake out of my wallet. Not one person at that company will be held accountability for this mistake and they will go on screwing me and my fellow brothers and sisters.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/16) */
A member of management was able to reach the consumer and ultimately satisfy the complaintThe loan specialist had the opportunity to address a tax issue earlier in the process and apologized for the oversightAn exception for the IRS
documents was approved by the underwriting department and the consumer was able to successfully close on the home
Initial Consumer Rebuttal /* (3000, 12, 2016/01/06) */
After management was notified of the issue with my file, they went ABOVE AND BEYOND to help get me closedI was and am very satisfied with the end resultI greatly appreciate VU stepping up to get everything resolved!

Initial Business Response /* (1000, 5, 2015/05/11) */
Although the Veterans Administration determines an individual's eligibility, our office did have the opportunity to address the issue earlier in the process and prevent the expendituresThe Loan Officer contacted the client and has since
resolved the concernWe encourage anyone with comments or concerns to reach out to a Client Advocate in our office directlyPlease let us know if additional information is necessary
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Veterans United for the fast responseThis matter has been completely resolved

Initial Business Response /* (1000, 5, 2016/02/08) */
The loan process for the client was extensive and unanticipated property parcel issues caused further delaysThe purchase included multiple parcels that were separated by a roadway and considered not to be contiguousThe VA guidelines do not
allow multiple parcels if they are not contiguous although the underwriter was granted an exception from the Veterans Administration based on the unique property and additional tax payment requirementsInconsistent references on the appraisal, title work and even with the US Postal Service regarding the property and roadway designations took weeks to clarify and additional time to remedy
The client was very proactive and helped to overcome these issues and certainly has the right to be disappointed with the delaysIn the end the loan closed and the homeowner's loan is insured by the Veterans Administration

The client enrolled in the auto draft payment program and made the first half payment manually on 1/14/16. The first automatically drafted half payment was processed on 1/22/16. The system did not recognize the manual payment and only applied the first full payment toward the program
on 2/10/16. The automatic payment program was off by one half payment causing the issue.
The client brought this issue to the payment team and a representative acknowledged the issue. A solution was discussed and the option to make two full payments would put the client back on track for the auto draft program. The client agreed and made the advanced payment. A member of management confirmed on 3/25/that it was the client’s desire to continue the program and that his concern had been satisfied. Any payment questions can be answered more directly by reaching out to a Client Advocate at ***

Initial Business Response /* (1000, 10, 2015/12/16) */
A member of management at Veterans United Home Loans was able to contact Mr*** and help facilitate the document updates with the servicing lender PennyMac and will ensure the deed is recorded in the name the client prefers with a local title
agencyOur contact information has been provided if any further assistance is necessary
Initial Consumer Rebuttal /* (2000, 12, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
United Veterans Home Loans apologized and offered a plan to correct the error, explaining the processThey assigned a person in the home office to oversee it to completionAlso will pay for the correction and look into why the Lender *** and Foundation Title and Escrow did not alert them to my inital inquiry on the the errorTaking action to ensure future problems like this are identified and addresed in a more timely mannerVery happy with the response

Veterans United Home Loans will provide every applicant a fair opportunity to qualify for a home loan, even when challenges exist. We have successfully assisted thousands of Veterans when other lenders have said no. During the underwriting process, more information was provided that led
to a denial decision. A member of the Client Advocate team was able to address and resolve the concern with the applicant and we remain available for continued assistance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHere is a picture of the suspiciously yellow refund check that was sent to me!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Neither one of us ever applied to this organization for a loan.Since the Company states that we did, I would like to see a paper trail proving that their response is accurate
Sincerely,
*** And *** ***

Veterans United Home Loans does not promote, encourage or in any way participate in fraudulent bait and switch lending schemes. Loan deferment or loan modification options are offered to individuals suffering a financial hardship due to hurricane disasters. A deferment
is a short-term suspension of payments until payments can be fully repaid and the borrower can become current with the same loan rate and term. A loan modification requires proof of a significant hardship in order to suspend payments until the loan can be re-cast at a new term and rate dictated by the market. Although an individual may be eligible for these options, verbal acknowledgments are required as it is the choice of the consumer, along with the required paperwork. Veterans United does not encourage or profit from these options and they are only offered to assist the consumer at their request.We understand that confusion can exist and after discussing the concern further with the consumer, he has provided useful feedback and chosen the loan deferment repayment option. We remain available if additional assistance is requested and believe the complaint to be resolved

A member of management spoke with the applicant and has resolved the concernA discrepancy in the federal employer's written guarantee of eligible working hours per week (hours down to 32) caused a loan denialAlthough the client is working a full schedule the required year average of hours
worked cannot yet be obtainedThis was of no fault of the client and they are in the process of removing a significant monthly debt they are not obligated to pay and will easily qualify for the loanWe are committed to serving this veteran now and into the future and they wish to continue the home loan process with Veterans United Home Loans

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