Devin, our Loan Officer did a great job. It would be nice for VUHL to give their employees the information they need without having to triple check things. During our process, we got frustrated having to resubmit documents because what we thought was right, wasn't and we had to locate something else. It was confusing to work via email and telephone with a loan officer then someone else tell him it wasn't right. Devin was patient and followed up with us several times during the week. All the paperwork was definitely the hardest part of buying a home and although the process was difficult, Devin was always happy to help with anything we had questions about. Midway through our process, after attempting to go through underwriting and getting denied, we got a long list of paperwork needed to successfully complete underwriting. A document on that list was a Statement of Service for being in the military. If VUHL needs a document like that signed off from the commander, it would be extremely helpful to ask for that during the pre-approval stage of the loan process. We were told it would take 3-4 weeks MINIMUM for our commander to sign off on the document. Luckily we were able to submit it without the signature but we would have been extremely discouraged if we would've had to wait on that one piece of paper.
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Overall I received satisfactory service from veterans united. I was provided excellent customer service from all the staff I talked with. During the process there were a few steps which made me uneasy. One document requested Alternative Trade lines and stated you can list your password and login information for a faster processing. I found this unacceptable. Account information should be protected and not provided to anyone other the person the account belongs too. Similarly, I had a disagreement with my Transaction Coordinator whom stated the IRS showed I had not paid my tax in 2012. However when I contacted the IRS twice on behalf of VUHL, they stated there was no issue on their end; showing I had paid my taxes for 2012. I sent over my tax transcripts but was told I needed to tell the IRS my fax number was my loan officers fax number and VUHL could not accept the transcripts unless they came directly from the IRS. This didnt seem correct to deceive the IRS and tell them to fax me documents and give them VUHL fax number. Specifically since I already authorized and signed documents approving the release of my tax transcripts to VUHL. I refused to do this and I was granted a waiver to submit the document from underwriting. I felt the documentation process and the manner in which documentations were provided was slightly lacking. I think it would be beneficial for Veterans United to invest in their IT department providing a secure way to upload documents onto a user website login. This would help prevent identity fraud. Additionally it would help the Transaction Coordinators keep organized on which documents they received.
