Volunteer Mortgage Loan Services James Robertson Pkwy, Nashville

Honestly they were kind of bad when I first started my mortgage with them. I'm saying that solely based on the technology aspect. I attempted to pay them online and took forever to process, had them pull my payment twice, over the phone was even more of a joke. They have since updated their system and everything runs pretty smooth and easy. When I have had to talk to people from VMLS they have always been courteous, knowledgeable and addressed my issues, such as the doable payment fiasco.

my payment was changed to over $100 more and when I called to ask why the guy on the phone gave me a very detailed explanation of why it happened and gave me advice on options to get my payment lower in terms of escrow payments. He was very nice and thorough. He also added that there was a letter sent out to inform us of the change. Awesome customer service despite the reviews.

We've gone through 3 lenders so far and this company is HANDS DOWN the worst! On several occasions they've charged us random late fees (when I ALWAYS pay it before the late fee is suppose to be added). If they don't receive your payment before they send out the new statements, your stuck with a late fee! For example, we should get charged a late fee if it's paid by the 16th, the 17th is when the late fee is added. I've had statements sent to me as early as the 10th and they WILL NOT take it off. And God forbid you call, HORRIBLE customer service! My husband and I have been debating on refinancing just to get rid of these people. This company is money hungry and a JOKE! If you have the choice, please I BEG you not to use them!!!

Call and check on your homeowner's insurance, I found out it wasn't getting paid. My policy was cancelled for 8 months before I found out. This happened twice with in 2 years.

Will not give you a payoff takes 72 hours for them to get you one. mainly because they find every fee known to man to add to your loan to keep you with their high rates. I’ve called 3 times to be told the manager sherry is never there. No help horrible company DO NOT GET A LOAN FROM THEM! Horrible customer service rude employees high rates and early payoff fees

Horrible loan company. They tell you false information about programs and go back on their word and no way to be held accountable. This loan company will. Screw you every chance they can and squeeze you for every penny they can. Homeowners beware.

Same as others...I wish US Bank wouldn't of sold my mortgage to this corrupt company. I've never been late in the 10 years I have had my home. In 2020, they raised my escrow. With new website, I tried to pay $600 straight to principal and they split it up anyway to tax, insurance and escrow. I don't know if that's legal or not, but I shall find out. Poor customer service as well.

I am disappointed with the new online setup.. how am I not able to make a payment on my second loan when previously I had the option to do so? And don't have it now? I do not want to be charged to make a payment by phone nor pay for postage stamps to mail in a payment when the option was available online free of charge previously and conveniently. I dont want representatives telling me how to handle my own accounts my options of payment should be available FREELY as they previously were. Management needs to get on this immediately. This is not acceptable.

I hate that my loan was sold to this company, they're HORRIBLE! You have to call in multiple times to find someone that actually knows what they're talking about. I wish I knew that one lady's name I spoke to-so rude, hateful, and unprofessional. I can't wait to refinance and be done with this circus ride. TERRIBLE COMPANY! I've never experienced such bad customer service as I have with this team of rejects.

My family and I are so grateful for this mortgage lender. Always expressing willingness to assist with mortgage needs and providing resources to recipients, Thank you VMLS for all that you are and your services.

I don't understand all the low ratings. I've never had any issues with them or my mortgage. The few times I've had to call customer service with questions they have been very helpful. Everyone I've had contact with has been very friendly!

Absolutely terrible company. If there are any sort of complications in the payment process, do not expect any notification from them. When you do speak with them on the phone, in my experience, they’ve been condescending and unhelpful. In fact, when I asked why I hadn’t received any emails, notifications, or calls about a payment issue, I was told that they had tried to reach me the day before. Strangely, I had. I missed calls or voice mails from them. There have been issues since my loan was sold to them by US Bank.