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
Received excellent customer service and very professional.
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.
We also appreciate the client advocate service, which is helping us with an issue that came up with the payoff of our previous lender. Although not Veterans United's fault or error on their part at all, it was very nice of them to step in and help resolve the issue. We really appreciate that and that made the experience with Veterans United even better than we thought.Thank you!
We would highly recomend Veterans to use Veterans United for their next home purchase or re-fi, they were all great people to work with and well worth the time to contact.
Veterans United Home Loans is a Great Company that takes care and helps us Veterans.
Very responsive, maintaining consistent and open communications throughout the process. I highly recommend Nick and his team!
great overall experience !
One of the best experience in my life in refinancing was myI experienced with Veterans United homes. They are supportive with integrity, accuracy and straightforward with their answer and incredible helpful.
