The loan officer that worked for our buyer did not get proper paperwork in time for us to close on original closing date. Usually this would be ok, but they did not let us know until 3:00pm on the day before closing that was scheduled at 9am. Our movers had already loaded our things and we had to get an air bnb for the weekend along with paying hold fees for our household goods. This was a huge ball dropped from a seller stand point and I hope it never happens to any other customers.
Response from Veterans United
Hey Robert,
Thank you for taking the time to share your experience—and I’m so sorry this happened. You were in a tough spot with your closing dependent on the sale of your previous home, and hearing about the delay so close to the finish line must have been incredibly frustrating. I don’t blame you for being upset—no one wants to scramble for backup plans the night before closing.
It sounds like the holdup came from the buyer's side, and while we weren’t working with you directly on that loan, we absolutely take responsibility for the role we played in how this all played out. We know how tightly connected these timelines can be, and when something gets off track, it can cause a ripple effect like this one. I'm sorry we didn’t provide better communication in advance so you could prepare.
We’re taking your feedback seriously and will be reviewing what happened here so we can learn from it. If you’d be open to a conversation, our Client Advocate team would really like to hear more. You can reach us at 1-800-212-5200 or ClientAdvocate@vu.com. We’re available Monday through Friday, 9 a.m. to 5 p.m. CST, and always happy to talk.
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