When you open the portal to pay your monthly mortgage and the message says "sorry, we're not functioning" you will never ever get a good reference or referral.
Response from Veterans United
Hey Marie,
I’m really sorry you ran into that kind of issue when trying to make your mortgage payment. That’s not just inconvenient—it’s stressful, especially when you're trying to handle something as important as your home.
Tech problems like that shouldn’t stand in the way of getting things done, and I get why that experience left a bad taste. If you’re still having trouble or just want to talk through what happened, our Client Advocate team would appreciate the chance to connect. You can reach us at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available Monday through Friday from 9 a.m. to 5 p.m. CST.
Thanks for the feedback—it helps us know where we need to do better.
Lance Nilson and the Veterans United team repeatedly exceed my highest of expectations! Home buying is a challenging effort involving a huge investment and personal and financial risk. The process is frequently associated with stress, anxiety, and doubt. Veterans United provides buyers with a team wholly dedicated to address those challenges so that buyers are confident and ready for home ownership.Among an industry that requires buyers' leaps of faith, Veterans United requires but a small step. I trust Lance Nilson, Kayla Humphrey, Landon Hoffman, and Deloris Matthews COMPLETLY! They are extraordinarily dedicated and were always ready to answer questions by e-mail, text, or phone and was usually able to anticipate my questions and provided answers before the questions finished forming in my head. I feel as if I'm their only, and most important, client.As a repeat homeowner and a prudent investor, I conduct extensive research to ensure I receive competitive service & products. Veterans United has delivered on multiple occasions and have earned by business and trust in now 3 home purchases. I am most pleased by their promptness, sage advice, support through processes, and ease of communication/processing. Together, the team takes a remarkably complicated and stressful process and simplifies it beyond expectations. Lance and the Veterans United team will continue to be my first call for all future mortgage brokerage needs!
This transaction was a total “Breach of Contract” and Veterans United was fully aware of it. I was used as a pawn due to my age and grief throughout the entire mortgage transaction and no one has come clean about it! I closed without knowing the property tax amount because I was “promised” I would be 100% exempt due to my deceased husband 100% VA Disability status. He passed away on Feb. 13, 2023 in Orlando, FL Trauma Hospital and did not qualify because of a Michigan Law stating he was NOT a MI resident and died in FL! This was disclosed with paperwork, site visits and State phone calls numerous times and again I was promised 100% property tax exemption and if denied the MI Agent would be sued (all in writing.) Right after closing on Nov. 8, 2024 it was “Denied” because of a written Michigan Law that VU failed to read. They told me they would pay 2 years worth of property taxes and lower my interest rate so I could afford the home and Aaron Swanner would fight to appeal the Wyandotte Tax Accessor which would take 17 months. I would have “NEVER” been able to afford the home with property taxes and they knew it! Even my Realtor knew it….I purchased the home on Nov 8, 2024 and SOLD the home on April 8, 2025 because of the inevitable and severe stress and heart problems. I now have Legal insurance and as soon as I feel I can fight this again I will do so accompanied by all of the documents, emails and direct messages because I lost $ a beautiful home, 2 sets of Closing Costs and multiple moves on this horrendous transaction. This is the way you treat your Veterans which I am, you should be ashamed. I ponder how the Secretary of Defense and Media would like to hear my story! The truth will be told and it is NOT over yet! If there was a “-0” rating it would be too good for Veterans United in my case Divided!
Response from Veterans United
Hi Joyce,
I’m so sorry you experienced this. Your story is heartbreaking, and I can’t imagine the level of stress, grief, and financial pressure you’ve had to carry over the past year. A home should be a place of peace—especially after loss—not the source of further heartbreak and uncertainty.
It’s clear you felt unheard and misled throughout the process, and that’s not something I take lightly. I understand you may still be pursuing this further, but if you’re open to a conversation, I’d really like the chance to listen and make sure everything you’ve shared is reviewed thoroughly. Our Client Advocate team is available at 1-800-212-5200 or by email at ClientAdvocate@vu.com. We're here Monday through Friday from 9 a.m. to 5 p.m. CST, but if you reach out outside those hours, we’ll respond as soon as we can.
Thank you for your service—and for your honesty, even when it’s hard to relive. You deserved better.
We had such a wonderful experience with veterans united! They made the whole process as less stressful as possible! Definitely would recommend them !
The team was super fast in getting everything processed and very helpful on helping me understand everything about the loan
From my first phone call to them I felt so connected, as if I was their only applicant. They were always there to answer my calls/texts/emails whenever I needed them... even on their days off! I am still amazed at how smooth they made everything... now I just need them to come unpack for me and I’ll be set! Lol
Veterans United moved very quickly on approving me for a loan. They took into account my student loans, my medical disability, and were able to see that I wasn’t a high risk. The team they put together in less than 24 hours made sure I was given the opportunity to view houses I told them were in my price range. They ensured not to show me anything that was above what I was able to pay per month. They actually cared about my best interests and my finances. They also were able to get me closed on a house within less than 30 days. They were all very communicative and informative with me, telling me in detail every step of the process along the way before it occurred.
I appreciate each and every person that I worked with at Veteran's United. It was a great experience, and I would recommend Veteran's United to all of my veteran friends.
They were extremely helpful and they kept me in the loop every step of the way. I would highly recommend them to anyone looking for a loan !
I would like to thank Mark, Dan, and everyone else that was part of the home buying process, it was truly a great experience for me. Excellent service, everyone involved in the buying process was helpful and ready to assist whenever I had any questions. Thank you!
Ryan, Everyone on the team was courteous, caring & professional. I appreciated quick replies to my questions as well. Look forward to dealing with them when I restructure my after selling my current loan.
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Veterans United loan process is quick, as long as you respond on time to information requested. They made my first time home buying stress free. I will recommend them any day, any time. They are the best!
Bravo Zulu to the entire staff at veterans united truly fantastic service and professionalism.
My Veterans United Team was fantastic, responsive, informative and ultimately had my best interests in mind. After doing much due diligence and receiving three other estimates I came back to who I started with! Thank you!
