We started off with good communication but within a week things started going down hill. My loan servicing officer was no longer at the company so for a few days my communication was going nowhere, and I was sending things into the void. I was eventually notified when I called and asked if we were still doing business or if I needed to start looking elsewhere. It seemed like I needed to initiate all further communication for the remainder of the process and felt like a second class individual and not a priority. Nothing from Veterans United was proactive, but every message they did send included the passive aggressive threat that "I could delay the process if I didn't respond in a timely manner". I had to re-explain things from previous interactions, re-send documents that were already in my file, and explain basic economic topics to help underwriters understand very routine things about military members and military retirement. Throughout the entire process I didn't feel like I was dealing with anyone that actually had experience with the military community. Additionally the return and feedback on items was time consuming. I would provide all documents and answers within minutes to hours of a request only to wait days for any response or acknowledgement. Overall we were left being held up by a water test because documentation wasn't being shared or followed between the servicing team and the underwriters and the underwriters didn't understand basic principles or well water or testing procedures requiring additional and unnecessary clarification from myself and the real estate agent. At the end of the transaction the taxes and escrow payment from the closing were not sent in a timely manner to the insurance agent leading to me receiving a bill for something that was supposed to be paid at the closing (that I provided closing funds for) and my 2025 tax statements are still messed up between Veterans United and the company they sold my mortgage to in early 2026. All of this made the experience quite painful and something I would not want to repeat.
Response from Veterans United
Hi Patrick,
Thank you for taking the time to share all of this. I’m truly sorry for how frustrating and exhausting this experience sounds. What started off well should not have unraveled the way you described.
Losing your loan officer without clear communication and leaving you feeling like your messages were going into the void is not acceptable. You should never have to question whether you’re still being taken care of or feel like you have to chase down updates just to keep your loan moving. I’m also very sorry that our follow-ups felt one-sided or threatening. That is not the tone we aim to set, and I understand how that would add stress rather than clarity.
It’s especially concerning to hear that you had to repeatedly resend documents, re-explain prior conversations, and clarify routine aspects of military income and retirement. Serving the military community is at the heart of what we do, and you should have felt confident that you were working with a team that understood that world. Falling short there is disappointing to hear.
The delays around the water test, communication gaps between teams, and the escrow and tax issues after closing add another layer of frustration. Even when loans are transferred, you should not be left sorting out confusion about payments, insurance, or tax reporting on your own. I’m really sorry this has continued beyond closing.
I would genuinely appreciate the opportunity to look into this more closely and better understand what happened at each stage. If you’re open to connecting, please reach out to me directly at 1-800-212-5200 or ClientAdvocate@vu.com. Our Client Advocate team is available from 9 a.m. to 5 p.m. CST, Monday through Friday, and we typically respond the next business day if contacted after hours.
Thank you again for your candid feedback.
Sincerely,
Claire S., Client Relations Manager
At first I wasn't sure if this was going to end up at a dead end. However, once I spoke with a representative it become easier by each day. I thought it was very convenient to have a secure and confidential account to keep personal information used in the process of buying a home. There were lots of tasks to complete each day, allowing the client achievable tasks to accomplish inorder to purchase a home. It can be overwhelming at times, which are necessary. I'm very confident in all agents who worked together to fulfilling my dream of purchasing a home become a reality!
Really great organization. They help you every step of the way. This is my first time buying a home and I never felt in the dark or unsure as everything was explained thoroughly the whole time. They have a very professional, polite, informative, and responsive team. I definitely would recommend their services!
Debbie was amazing to work with throughout the whole process!
Tony and Cole were the best!
Ready to see for yourself?
Experience first-hand why 360,154 homeowners give us a perfect score!
This is the go to/premier home lending company. Communication all day, every day including weekends. Questions answered instantly. Beat all rates I compared them to. Little to no work on my part throughout the process. Trustworthy and reliable.
Every member of my team was friendly, patient and professional! I can't recommend enough!
I want to take this opportunity to thank and commend both Andy Harris and Taylor Staelens. Both were with me every step of the loan process and provided me invaluable assistance. Thank you both!
went to new house, and found drainage in basement from walls in basement. I am not a happy camper.
Ready to see for yourself?
Experience first-hand why 360,154 homeowners give us a perfect score!
They were awesome and helped me through some really tough spots.
Dear Whitney,I wanted to take a moment to express my sincere appreciation for your outstanding team. Your professionalism, kindness, and genuine willingness to help truly stood out and made my experience both pleasant and memorable.It’s rare to encounter a team that approaches every situation with such patience, efficiency, and care. You and your colleagues not only resolved my concerns but also ensured I felt valued as a Veteran — something that means a great deal. That level of dedication deserves recognition.Please extend my gratitude to everyone involved. I’ll gladly recommend your company to friends and family, as you’ve demonstrated what exceptional customer care truly looks like.Once again, thank you for your excellent service. Keep up the great work — it truly makes a difference!With appreciation,
Sicinio Sabat & Debra Del Pozo
The team in a whole did an outstanding job and went the extra mile to ensure me and my family had the help we needed in our last minute pcs decision to purchase a home. They were always extremely nice, helpful and had answers to the questions we had asked. This was our first time purchasing a home and they were they made us feel comfortable and confident in our decision in this major milestone in our life!
This was truly a pleasant experience. Having bought several homes in the past and this was, by far, the best. I was kept informed throughout the process. And the people I worked with were exceptional.
