I'm not upset over innocent mistakes. We're human after all and prone to make honest mistakes once in awhile. What I am upset about is the apparent lack of a sense of urgency in correcting that mistake.I thought we'd closed on a home loan using Veterans United on 31 Mar 26. However, because the closing package the mobile notary received had two different sets of wire transfer instructions, and I was given the wrong one the day before closing, the money wire transfer was sent to Veterans United and not the title company where it was supposed to go.Simple correction, right? Wrong. It is now three weeks later (21 April), and even though Veterans United found exactly where that money went, they have not wired it back to us so we can get it to the right wire transfer address. Yes, that's right, they can't simply wire the money directly to the title company, They said I had to do it. Not only that, but yesterday I received an updated closing disclosure statement that raised the amount of closing money to be sent from $29,911.22 to $30,053.72. Yesterday I sent off an email asking Veterans United why and I still haven't heard back.Now all the while I've sent email after email asking Veterans United to track this issue down and all I've gotten, besides them letting me know they found out where the money went, has been something like we'll look into it, the matters been elevated, and a decision has been made to wire the money back to us but it hasn't been done as of this writing.All I can say is, in this day and age of half truths, lies, and deceit, there are very few things you can say with absolute certainty. The one thing I can say with absolute certainty is I wouldn't recommend Veterans United to anyone.
Response from Veterans United
Hey Stephen,
I’m really sorry this situation has dragged on and caused so much frustration. I can understand how something that should have been a straightforward correction, especially involving your funds and closing timeline, would feel even more stressful when it isn’t resolved quickly.
The confusion around the wire instructions and the delay in getting your funds returned is concerning, and I hear your frustration about the lack of urgency and consistent follow-up. You should have clearer communication and more timely updates, especially in a situation like this. I’m also sorry to hear that your recent questions about the updated closing amount haven’t been answered yet.
I’d really like to help get clarity on where things stand and ensure your concerns are being properly addressed. Please reach out to me directly so I can take a closer look at your file and the timeline of events. You can contact the Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available from 9 a.m. to 5 p.m. Central Time, Monday through Friday, and we’ll follow up the next business day if you reach out after hours.
Sincerely,
Claire S., Client Relations Manager
Overall, everything worked out well.
The prices/fees are higher than a lot of the other options out there.
Working with your own bank or credit union would probably result in a cheaper outcome or even with other online loan platforms.
The whole process went smoothly and the customer service and communication was excellent.
We had a great experience the first time and our refinance was just as great. We are sticking with the best!
Matt Torres and his team are the BEST!
Josh and Carrie were amazing to work with! I would recommend Veterans United to any of my friends and family!
VA United's staff for quite assistive, friendly as well as understanding of what I was seeking to accomplish. Best to them in future service to other individuals & their families who have served their country...cheers....
Nate and team were outstanding. Engaging and responsive the whole way.
The whole experience was the smoothest and stressless process I’ve ever had.
Josh and Holly are the best to work with, always willing to go the extra mile.
Ready to see for yourself?
Experience first-hand why 368,031 homeowners give us a perfect score!
Working with Veterans United was hassle free. They were quick to reply and then to update my application to complete necessary paperwork. A Great experience!
