Right up to the end our refi went fine. But since the web site wouldn't let me access the existing loan, I was unable to cancel the autopay and a July payment was taken for the loan that had already been replaced. I sent an email asking how to get this fixed and was given 2 numbers to call, after 20 min on the first number they couldn't even find my loan. The second number resolved my issues after one referral. Very poor and uncoordinated customer service, right hand doesn't know what the left is doing.
Response from Veterans United
Hi James,
Thank you for sharing your feedback. I'm glad your refinance went smoothly overall, but I'm sorry the experience after closing was so frustrating. I understand how confusing it must have been to have an automatic payment drafted after your new loan replaced the old one, especially when you had trouble finding the right team to help.
I'm glad your issue was eventually resolved, but I appreciate you letting us know where we can do better. If there's anything you'd like me to look into further, please reach out to me at 1-800-212-5200 or ClientAdvocate@vu.com. The Client Advocate team is available Monday through Friday from 9 a.m. to 5 p.m. Central Time, and if you contact us outside those hours, we'll typically respond the next business day.
Sincerely,
Claire S., Client Relations Manager
I was told my loan was one of the fastest to clear of all VA loans they have worked with. Kevin and Ofelia are outstanding.
Great team to work with! They seem to be working 7 days a week, always available. Thank you guys for your patience and support Always felt like there were no be roadblocks no stress Have a great holiday season
VU was supportive at every step and phase of the loan process. Everyone, including Joe, Amy and Megan answered all of my questions and helped me navigate everything I needed to do. Thank you Veterans United.
Received excellent customer service and very professional.
I had a great team of specialists. They were understanding, patient and very knowledgeable. I was ucky to have them to see me through this new chapter of my life. The good thing about Veterans United is after you sign the paperwork for closing. They don't go away. They stick around and make sure you have the best interest rate posible. They are like your own personal Guardian Angels that are looking over you.
There are simply no words to express my gratitude to my entire team at Veterans United. Everyone was simply perfect in their craft and patient with me. From the bottom of my heart, I love you guys and I’m so thankful and blessed you all were a part of my home buying journey.
If you decide to go with Veterans United, please be patient with your team. This process is a long one and can get overwhelming. My VU team was always just a phone call away. Jessica and Harley walked me through my first home buying process, step by step.
They are not what I expected.
Response from Veterans United
Hi Herod,
I’m sorry to hear that your experience wasn’t what you expected. We strive to provide top-notch service, so it’s disappointing to know we didn’t meet your expectations.
If you’re willing to share more about what happened, my team would really like the chance to look into it further. Please feel free to reach out to our Client Advocate team at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available Monday through Friday from 9 a.m. to 5 p.m. CST and happy to follow up if you contact us after hours.
Your feedback is incredibly valuable, and we’d love to learn more about how we can improve.
Nick, Tammy and the rest of the Team have been very responsive on questions. They are excellent and proficient while working with us on the successful loan process.
I always enjoy working with Johnna and her team. I was just speaking with one of her team members the other day that, I'm so thankful for the assistance you have given me and the blessings you also gave to my family. I know Johnna sent an email informing me that I'm a preferred customer however, she's definitely my preferred lender and I'm so thankful for her continued support. I've been working with Johnna since 2019 when I had zero knowledge of the home buying/owning process. Needless to say she as keep me informed and taught me about the process every speak of the way. She's just awesome and talented at what she does.
Overall, Veteran's United, once all the paperwork was in place and accepted, was a good firm to work with. We found all the representatives to be very friendly and helpful. Realizing how detailed the process can be, VU gets high marks.
Veterans United did an amazing job helping us through the home buying process. After having gone through the home buying process several times over the years - this was by far the best and easiest home buying experience we have ever had.
Two weeks prior to closing, I decided not to do business with NVR Mortgage after working with their loan team for over three months, because of how horribly I was being treated during the loan approval process. Sam Brown and my Veterans United team were able to get my VA home loan completely approved in about seven business days. I did not have to move my original anticipated closing date, at all! I really am applauding Sam for being truly amazing and exceeding my expectations!
