Communication wasn’t there, I was told a few days before I needed well test done that I needed one when the results take a week to get back which stopped the refinance process and cost us another 2,000 payment for that month when we were planning on skipping that month. I was sent on a wild goose chase for documents that I had already sent in and was told I needed to resend them but when I asked another person there I was told I didn’t need them. I was also told by the VA that I didn’t need flood insurance and the underwriting team at Veterans United said it didn’t matter what the VA said they said I needed it and that was the last word. We had to have another appraisal written up just for them with flood insurance. The process wasn’t easy and it was very stressful.
Response from Veterans United
Hey Aaron,
I’m really sorry to hear how stressful your refinance turned out to be. You should have felt confident and informed through every step, not caught off guard by last-minute requirements or mixed communication. I can understand how frustrating it was to deal with delays, duplicate document requests, and the added cost from the timing of the well test.
Flood insurance requirements can sometimes differ depending on lender and federal guidelines, but that doesn’t change how overwhelming the situation must have felt. I truly appreciate you sharing this feedback—it helps us see where communication broke down so we can do better for future borrowers.
If you’re open to it, I’d like our Client Advocate team to take a closer look at your experience. You can reach us at 1-800-212-5200 or ClientAdvocate@vu.com.
This is first time refinancing on line, it was very convenient, the only issue i had was the closing agent told me my check would arrive the following day, it hasn't arrived as of today, 6 days. My loan coordinator thinks it may take a week or so. Had I known this I would have elected the wire transfer option.
Veterans United was and continues to be so easy to work with and very communicative! Highly enjoy both my experiences with this company.
Cody Smith and his team were fantastic. It has been a pleasure working with them. The level of care they took for my family won’t be forgotten. Thank you!
Everything was fine until the end! We were continually updated. Our team was very professional but also pleasant. However our closing was 3 hours long, not warned his office equipment was coming, Every paper explained although we had reviewed everything earlier and had signed electrocally. Our Notary was very pleasant, and explained he worked full time for Amazon too. He called back and said we had to scan and email a paper that was signed in front of him but also needed initialed.This took another 2 hours trying to do what he asked! He then said we had to go to town to the library and do this. Our library has been closed because they are moving! We thought the loan was not going thru because of no iitials on one paper. Alberto and Lee Ann came to the rescue !I would highly suggest training your notaries to be more efficient. Overall we are pleased. We got a lower %, a lower monthly payment, no pay off penalty, and a little extra $ for our kitchen! Thank You! Larry and Donna
From start to finish, VU has once again done outstanding work to provide me the best quality service that they can offer!
Easy process with a very helpful staff to help you with your questions or concerns all the up to closing day. Absolutely the BEST!!
Heather was great!! She reassured me and was able to answer my questions right away.
Julie Cute. A great representative of the company.
Julie helped me multiple times throughout the process and was a great cheerleader.
She kept the process moving forward and was always there to answer any questions
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This team is quite good, and knowledgeable, they communicated with me pretty quick and relayed information to me, so that I could get information in as quick as possible, Rick and the team did a great job.
Since the beginning I have only to give everyone a high praise. God bless you all
