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Welcome to the Veterans United Help Desk

Our dedicated Client Advocate Team is standing by and ready to assist you. Give us a call or fill out the comment form below. 1-800-212-5200

We Want to Hear From You!

Commonly Asked Questions

What potential issues can cause delays with my loan closing?

Your Loan Officer will set expectations for a closing timeline, which is generally around 45 days, dependent upon the complexity of your transaction. Follow the guidelines your Loan Officer provides and be up-front with any changes in your status in order to minimize the chance for delays.

What is the difference between VA eligibility and loan approval?

An active member of the armed forces or a Veteran of the military may be eligible for VA benefits. The Department of Veterans Affairs determines eligibility for the VA Loan program. Loan approval is determined by a lender and primarily based on your income, debts and credit history. It is possible to be eligible for a VA loan but not approved for financing and vice versa.

Why do I have to provide additional documents above and beyond those submitted to get pre-approved?

A pre-approval is made official by reviewing income, asset and credit documents. Your Loan Officer will communicate what you should expect to need throughout the process. However, in order to receive final loan approval, specifically once a contract is signed, an underwriter will typically ask for supplemental information. Requests for updated income and asset documents, borrower letters of explanation, or any number of items related to the specific property are common and should be expected.

What can I do if my appraisal comes in low?

A lender cannot finance a loan above what a real estate appraiser determines the value to be. Often a seller will lower their sales price to match the appraised value but it is possible to file an appeal with the VA in the event of a low appraisal. This method does not commonly lead to a significant change of the original appraised value. As a buyer, you also have the right to pay the difference beyond the appraisal value, negotiate with the seller, or walk away from the property.

What's the difference between prequalification and pre-approval?

Becoming prequalified for a loan is a basic step the applicant can complete in a conversation with a Loan Officer, as documents are not required to be submitted at this time. Prequalification gives you a ballpark estimate of your purchasing power while pre-approval is a more formal stage of the process in which you provide, on paper, confirmation of the information translated at prequalification. A real estate agent will generally require a pre-approval letter before a purchase offer can be made.

What is the difference between closing costs and a down payment?

The money a buyer puts toward down payment goes toward equity (the portion of the home's value that you own) while closing costs cover fees and services for the work performed by the lender, title agent, and to establish tax and insurance escrows. The seller may cover some or all of these costs, or they become the responsibility of the buyer. Your lender will estimate closing costs for you; however, exact numbers are usually not determined until final loan approval, just before settlement.

How do I pay my monthly mortgage payment?

If your mortgage is being serviced by Veterans United Home Loans, log in to our Bill Pay site at or call 1-877-629-6992.

If Veterans United is not servicing your loan, please contact your servicer for instructions.

What if I have additional questions about the servicing of my loan?

Please contact your servicer or call one of our specialists with questions regarding the serving of your loan.

If your loan is serviced by Mr. Cooper or Cenlar on behalf of Veterans United Home Loans, you can call us or send a Qualified Written Request to:

Mr. Cooper:
PO Box 619098
Dallas, TX 75261-9741

PO Box 77423
Ewing, NJ 08628

Speak with a Home Loan Specialist today
- or visit us at -
8885 Rio San Diego Drive, Suites 133 and 135, San Diego, CA 92108
A VA approved lender; Not endorsed or sponsored by the Dept. of Veterans Affairs or any government agency.