For veterans like Michael Castillo timing is everything. Their benefits are calculated from the date they file their claims.

After moving from Michigan to Virginia, the U.S. Navy vet turned to Charlotte Krantz for help, but says inaction and bad advice led to his claim being terminated.

"And where does that leave you," we asked Castillo? "That leaves me with nothing. No claim. The claim clock has ended. Stopped.

So where should veterans like Castillo turn?

"They should always go to an accredited service officer," says Dan Karnes, President of the Roanoke Valley Veterans Council.

He encourages veterans to visit the 8th floor of the Poff Federal Building where they can speak with an accredited service officer from a veterans service organization, before they file a claim with the Department of Veterans Affairs.

"It can be an adversarial system. and they really need an advocate," Karnes told WDBJ7, "and these service officers are trained to do that kind of work, and some of them are very dedicated and committed and do a very good job."

WDBJ7 has spoken with several veterans who say they believed Krantz was helping them make their case for disability benefits with the U.S. Department of Veterans Affairs.

In some cases, they discovered their claims were never filed. In another, a claim was allowed to expire.

Now the Botetourt County Sheriff's Office has heard from about 50 veterans with similar stories.

We haven't spoken with Charlotte Krantz. She's in the Botetourt County jail for an unrelated offense. But today we did hear from the attorney who recently represented her in Botetourt County Circuit Court.

Brandon Nester said he has very limited knowledge of the latest complaints, but he told us, "I know it causes Mrs. Krantz great distress in being unable to address these concerns head on."

At this time, Krantz is not facing any criminal charges related to the veterans complaints.