US Dept. of Veterans Affairs Benefits Hotline

Obtaining information about benefits is a primary reason a Veteran or their family might call 800-827-1000, one of the Department of Veterans Affairs customer service numbers. Understanding how to get a VA loan eligibility certificate is essential for Veterans because they can buy a house with a zero down payment. I wanted to know more about this option, so I called the number to see what I could learn.

An automated voice response system thanked me for calling and advised me to press 7 to be connected to a service line if I had thoughts of suicide. The voice explained that there is help for Veterans exposed to burn pits, Agent Orange or toxic substances and that I could get information about that program or file a claim by pressing 8.

The voice told me I could use the self-service option to hear the most recent payment information by pressing 1, or I could hold for more options. It also told me I could get information in Spanish by pressing 2.

Next, the system offered a menu where I could press 1 to learn about claims or appeal status. It provided other options, including numbers to select for direct deposit or change of address, forms or letter requests, disability compensation, burial assistance or to report a death and benefits. I pressed the number 6, which took me to another menu where I could select the loan guarantee program.

An automated voice thanked me for contacting that program and said the menu options had changed. For information regarding certificate eligibility, I had to press 1. The voice explained that callers could not ask for a certificate of eligibility over the phone but said that a lender could request it on a Veteran’s behalf.

The system said Veterans could work with lenders who would complete the process without VA intervention. It also said lenders complete 99% of requests within three business days and that applicants should allow that time before calling a VA staff member.  

The system then connected me with “the next available agent,” who identified herself. I asked her if Veterans, including former reservists, could qualify for a VA loan for housing, and she explained that the reservist needed to have six creditable years of service. She also shared that I could call the same number to inquire about other benefits by calling the same customer service number and following the menu prompt for benefits.

Overall, calling this customer service number was a good experience. I did not find the menus too burdensome, and at the outset of the call, the system offered helpful information for Veterans who may be experiencing a crisis such as suicidal thoughts.

Although I prefer speaking to a human, I liked how I could get detailed information about the certificate of eligibility for a loan. I also appreciate how the system connected me with a friendly and professional customer service representative who provided information specific to my question about benefits in addition to housing loans.