Veterans United Home Loans

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.

The budget drafting mistake was not resolved by the affiliate loan servicing company initially and the consumer deserved a prompt refund.  Once the complaint reached the Veterans United management team a physical refund check was sent to correct the mistake.  We wish to take...

responsibility for the error and have since verified the refund was received and confirmed that this effort has satisfied the concern.  We remain available if the client needs to contact the management team directly for any additional assistance.

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 Veterans United Home Loans agent acknowledged the complaint and apologized for the credit error.  A specialist received the client's authorization letter and sent the proper documentation to the credit bureaus to remove the inquiry.  We remain available if any additional information is...

necessary and confirmed with the client that their concern has been satisfied.

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

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]

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]

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.

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 loan officer took responsibility for the income oversight and discussed potential solutions.  The client has unique income from an inherited business and the current mortgage holder of the estate or private financing between family members may offer the best solution.  We apologize...

for the error and remain available if additional assistance can be provided.

The Loan Officer was able to make contact with the consumer and the concern has been satisfied.

Initial Business Response /* (1000, 5, 2015/11/16) */
A member of management at Veterans United Home Loan was able to reach the client and resolve the complaint. Previously the consumer had been speaking with a 3rd party payment center that is not authorized to waive late payment fees. The...

federal assistance programs outlined on the website are limited to consumers who have a pattern of payment defaults. Based on the client's efforts he was able to change the payment schedule to match his employers new pay dates and avoid delinquencies.
A member of the Client Advocate team was able to remove the late payment fees and will remain available into the future. The client requested that the Revdex.com retract his complaint on 11/15/15.

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, 2016 and we have made no...

contact since or on February 23, 2017.  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.

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

Initial Business Response /* (1000, 5, 2015/10/19) */
A member of management spoke with the applicant and was able to resolve her concern. Any 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 matter. The applicant's constructive comments were helpful to improve our communication process. Please let us know if additional information is necessary.

Initial Business Response /* (1000, 5, 2015/07/28) */
A manager spoke with the applicant and was able to resolve their concern before the Revdex.com complaint was received. Any 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 issues. The correct procedure was followed and the applicant signed a purchase contract for a new construction home that would be completed in 8 months. The CAIVRS report would expire before completion and the builder was requiring a large, non-refundable deposit. At 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 8 months and the client was about to put down a large deposit. After the initial communication, the FHA Connection acknowledged that there was in fact an issue and their original report was not accurate. The loan officer translated this issue to the applicant within 24 hours of receipt of the purchase contract so the $15,000 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 lender. The applicant thanked us for the explanation and did not lose their deposit to the builder. We satisfied the client's request, provided our best guidance and hope they will have a successful transaction with the new lender. 5 days later we received the Revdex.com complaint but understand that the applicant was satisfied previously.

Records indicate that Mr. [redacted] or his spouse applied for a loan on 10/10/16 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.

Initial Business Response /* (1000, 5, 2016/03/03) */
The VA home loan approval process can be complicated and many documents may be requested. The items requested were appropriate based on the client's loan application. Mortgage disclosures are provided initially with estimated figures and VA...

Funding Fee amounts are determined by the Veterans Administration. Once the VA waived the VA Funding Fee, updated mortgage disclosures were sent. The 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 /* (2000, 7, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/16) */
A member of management at the Veterans United Home Loans home office was able to reach the client and resolve their concern. Previously the consumer had been speaking with a 3rd party payment center and did not receive confirmation of the...

requested refund. After making contact, we received notice from the consumer on 11/15/15 that the refund had been received. A member of the Client Advocate team will be available to answer any additional requests now and into the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]