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
Smooth and easy process. Veterans United team made sure I was always an informed and set me up with everything I needed for the new house and land. Would highly recommend. The team treats you like family. 10/10 experience and would highly recommend. Jeff Gordon was a pleasure to work with. Outstanding guy!
Great team, excellent communication and prompt and courteous customer service. Our team checked all the boxes and made our mortgage process from start to finish a breeze. We would highly recommend Veteran’s United.
Great rates! My closing company said my rate was the lowest they had seen. Very friendly and courteous staff. Although I didn’t really need it, the concierge service is great to offer as well to help with finding local utilities and services. My loan officer Dustin kept me informed and was always available and quick to return calls.
The “To Do” list is easy to use to upload documents.
Would highly recommend.
My experience with Veterans United was top tier. I had the absolute best people working on my behalf. I am a first time home buyer and Veterans United made the process easy and stress free. Thank you all so much. I love my home, if ever you're in Mobile, Alabama I invite you to stop by.
Mason M. and the team did an outstanding job once again. We were able to close in less than 20 days. The team is consistently checking in and making sure things are moving along, always willing to help or answer questions, and they genuinely care. The team even went the extra mile and put a personalized package together for me. That was just Icing on the cake!!
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Spencer and his team were beyond helpful. Every step of thw way, I was informed, directed and guided on what needed to be completed. He was always availibe to answer my calls and ensure I was on track.
Everyone we had the pleasure to work with was knowledgeable, patient, and kind. Our home buying experience was made so easy and enjoyable. Rachel Bruce and everyone at VU made our journey so easy and enjoyable. As first-time homebuyers, we very nervous but it was such a breeze.
Ryan Davis and his team, from start to finish, closed a VA loan in 21 days.Nuff said.
Working with Kelly's team was just seamless. Not my first purchase with her. Thank you,Carlos
Mike and the team at veterans united were phenomenal. The communication and transparency with the team was great thank you all so much!
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Our team was so helpful. They answered every question we had, and were super professional
Holly and the team were fantastic! They’ve simplified the process and made collecting documents and communicating so seamless. Not enough positives to say about the care our family received!
My husband was not a first time home buyer. But I am. Veterans United made the whole process seem so simple. Thank you Veterans United.
Nick and his staff worked to make an impossible loan possible. Nick never gave up on the loan even when I was ready to
