Decisions were made by the loan officer without confirmation or approval from me. The loan officer did not seem to have my interest at heart. She did not work to find the best solution to my needs until after a complaint was made to her supervisor. The loan officer also made assumptions and did not explain some some processes and decision points which ultimately put me in a bind with a large amount of unnecessary stress and financial hardship
Response from Veterans United
Hi Paul,
I'm really sorry to hear about your experience with our team. It sounds like there were several points where we could have communicated better and made sure you felt fully informed about the decisions being made. You should always feel like your loan officer is working with your best interests in mind, and I'm sorry that wasn't your experience.
I understand how that lack of communication caused unnecessary stress and financial hardship, which is the last thing we want for any of our borrowers. It sounds like things only started moving in the right direction after you spoke with the supervisor, and that's not the level of service we aim to provide from the start.
My team would really like to dig into what happened and work to make this right moving forward. If you're open to it, please reach out to us at 1-800-212-5200 or email ClientAdvocate@vu.com. We're available from 9 a.m. to 5 p.m. CST, Monday through Friday, and we'd love the opportunity to discuss how we can help.
