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Business Profile

Mortgage Lenders

NewDay USA

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Lenders.

Complaints

Customer Complaints Summary

  • 62 total complaints in the last 3 years.
  • 21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Consistent harassment with marketing calls to promote cash refinance. I have requested numerous times to the person(s) calling to remove from their list and continue to get the call on a daily basis. I have not applied for not have in inquired about any refinance options and I would certainly not want to do business with a company that seek me out for a service that I do not need.

    Business Response

    Date: 07/24/2025

    Thank you for contacting us. We have processed your request and removed you from our marketing list. We apologize for any inconvenience.

    Respectfully,

    The NewDay USA **************** Team

    Customer Answer

    Date: 07/25/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *******

  • Initial Complaint

    Date:06/18/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Still waiting on two checks. Been dealing with this for a month.

    Customer Answer

    Date: 06/20/2025

    new day took care of my issue so the matter is closed

  • Initial Complaint

    Date:06/16/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ****** **** over case) has refused to touch bases with me. I asked for an email in advance so i could return her phone call. 3 weeks passed with no contact and all of a sudden I receive a document that needs a signature instead of just emailing me as I requested. One call I actually waited for ****** to be available and the call was dropped during transfer (how convenient). ****** made no attempts to email me or call back on the number I called on. When I called back just 1 minute later I was told she was busy again. I asked if others on the team could assist as this hasnt been a problem in the past and they refused to assist. This is after I was denied access to VA assistance after asking for over a year. This is after NewDay USA granted a 3 month forrbearance and then stated they never did changing it to a 1 month forrbearance. During this entire interaction with New DayUSA they have failed to give direct answers and failed to assist making it hard to move forward with any decision and now what you are sending me a notice for foreclosure after dodging contact for an entire month?

    Business Response

    Date: 06/30/2025

    Thank you for bringing your concerns to our attention. Our servicing team is researching the matters raised in this review.  Once the review is completed, we will be reaching out to you directly. We are confident that we will be able to provide you detailed information regarding your account.  Should you have any questions in the interim,please feel free to contact us at *****************************************

  • Initial Complaint

    Date:06/05/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing a complaint against *********** ( company NMLS # ****) and the Assistant Vice ********* Loan Origination person, ******* Michael ********* My complaint is about the false assumption that certain documents were not sent to NEW DAY ***, because the homeowners failed to fax certain documents. All necessary documents were faxed to **************** May 1, 2025 around 10:am. My wife, ***** and I had been talking with Mr. ******** about using the equity of our home towards paying off some debts through the VA Equity Program. We went over the debts and signed DOC forms.Our main concern was the debt to net ratio, which we knew (debt) was a little high. I explained this to Mr. ******** quite a few times. We identified all the bills that would be paid. Hope was given to us by Mr. ******** that there might be a slight chance that our loan would be approved.Around 2 or 3 days later, we received a phone call from Mr. ********* informing us that our loan was not approved due to the debt to net ratio. We asked for the denial in writing. Several messages were left for Mr. ********* with no replies.A couple of days afterwards, we received a letter in the mail, dated May 12, 2025. stating that the following documents below were needed to process our application, which were already emailed and confirmed received by Mr. ********* days before we signed DOCU forms.1.Most recent monthly billing statement for 2.Homeowners insurance Declaration page ( most current)3.Current award letter or monthly statement for social security 4.Current award letter or monthly statement for pension income.WE again requested to be provided, in writing, the reason why our loan was not approved. Please respond to our concerns. What can we do next? ************************ Cell phone ************

    Business Response

    Date: 06/06/2025

    Thank you for your feedback regarding your recent experience with us. When extending credit to a borrower, we consider multiple factors related to the home, income, and financial history.  The letter you received was the **** letter. The denial letter was mailed to your home on June 2. We regret that we are unable to proceed with your loan application currently and hope that we will have an opportunity to serve you in the future. ******* will be reach out to you directly to discuss this in more detail. In the meantime, you can also reach us at ****************************************************************.

    Respectfully,

    The **************** Team

  • Initial Complaint

    Date:05/28/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ******- the customer service manager delayed closing and was deceptive in practices related to loan payout. His unprofessional conduct resulted in my refinancing with another company being delayed and additional costs being incurred. He was unresponsive and unapologetic for his failures.

    Business Response

    Date: 05/29/2025

    We have spoken with *****, and we understand her frustration and appreciate the time working towards a mutual resolution. Thank you.

  • Initial Complaint

    Date:05/15/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I contacted New Day ONCE over 5 years ago. They relentlessly contact me by phone and mailmany times each week.I want this stopped!!I will never do any business with NewDay.I want no more mailers, no more phone calls!

    Business Response

    Date: 05/29/2025

    Thank you for writing to us. We have removed you from our mailing list and added you to our DNC list. Please note that because our mailers are scheduled several weeks in advance, you may still receive a few additional before they cease entirely. We apologize for any inconvenience.

    Customer Answer

    Date: 05/30/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** *********

  • Initial Complaint

    Date:05/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business sends me constant mail nearly everyday and calls my phone several times a day. I have told them I am not interested and they still call. I block their number and they call from a different number the next time. I want the harassment to stop.

    Business Response

    Date: 05/14/2025

    Thank you for bringing this to our attention. We have removed you from our mailing list. Please note that because our mailers are scheduled several weeks in advance, you may still receive a few additional pieces before they cease entirely. We can also confirm that the calls you are receiving are not from NewDay. We do not have any record of calls being made from our company to your phone #. We appreciate the opportunity to address your concerns and we apologize for the inconvenience.

  • Initial Complaint

    Date:05/07/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I started receiving marketing materials from this company in early 2024. I normally just trashed the materials since I wasn't interested in any of the offered services to refinance my VA loan or take a cash out.On 11 Nov 2024 I followed the OPT out instructions on the marketing piece via email.On 6 Dec 2024 I followed the OPT out instructions on the marketing piece via email.On 9 Dec 2024 I followed the OPT out instructions on the marketing piece via email.On 19 Dec 2024 I followed the OPT out instructions on the marketing piece via email.On 19 Feb 2025 I followed the OPT out instructions on the marketing piece via email.On 7 May 2025 I followed the OPT out instructions on the marketing piece via email.On one occasion in early 2025 I phoned the company and requested removal from all marketing materials. I was assured by a customer service *** that my request would be honored.

    Business Response

    Date: 05/14/2025

    We have investigated your request for removal from our Mailing List. We were able to locate two submissions dated May 7th. We are happy to share that we have processed those requests, and you should not be receiving any new mailers from us. Unfortunately, we have not been able to locate any submissions from Nov, Dec or Feb. If you submitted those requests using the Prescreen and Opt Out Notice contact, those requests would have been submitted to the credit bureaus.  Our apologies for any inconvenience this may have caused. Thank you

  • Initial Complaint

    Date:03/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ever since April 2024 , about 10 times a month I constantly get a mailer, after contacting new day usa they say I can be taken off mailing list if giving them all my information like address name ,I did not subscribe to thier mailing list, and I don't feel as I have to unsubscribe .

    Business Response

    Date: 03/07/2025

    Dear Mr. ******************** style="font-size: 0.875rem;">Thank you for proving your mailing information. We have removed you from our mailing list. Please note that because our mailers are scheduled several weeks in advance, you may still receive a few additional before they cease entirely. We apologize for any inconvenience.

    Customer Answer

    Date: 03/18/2025

     
    Complaint: 23031775

    I am rejecting this response because:

    Sincerely,

    ******* *******

    Cause I never signed up for mailers and I should have never received them , since filing these in picture I have received, this has to stop

    Business Response

    Date: 03/26/2025

    A subscription is not required in order to receive advertising mailers, but consumers have the option to opt out of the mailing list. We received your initial request to unsubscribe from our mailing list on 1/23/******* order to identify and remove the correct record, we replied to your email and requested your mailing address. We did not receive the requested information,so we were unable to process the request. On March 6th, we received the complaint you submitted with the BBB. It contained your mailing address allowing us to remove you from our mailing list on March 7th. Thank you for allowing to provide this additional explanation.

    Customer Answer

    Date: 03/27/2025

     
    Complaint: 23031775

    I am rejecting this response because:
    I never signed up and it should be illegal to be harassed *** a company with mailers, in fact still to this date I'm artillery receiving them, I can understand  getting a mailer in the first couple of months of when I purchased the home, but it's almost been a year now and just in the last month since filing this complaint I have around 7 ,yeah 7 in the last month . So when is it too much to be considered  harassment? In fact if the company was smart I would only send mailer a couple times just to refresh the potential  customers, cause the amount that I have received in the year since buying this house is ridiculous  and I have been spreading how shiny of a company new day is cause they harrass  me with mailers, if new day would only sent 1 a month when I'm ready  I would have probably  considered  new day but there's is no way I would recommend  new day ever in my life to anyone ,in fact for the rest of my life which I will buy more houses I will tell people to avoid new day usa at all cost . I never signed up for mailers and I don't think I should have to unscribe to a list that I never joined . I get mailers from other types of companies  but they don't harrass me with 7 in a month. My question is when is it considered  harassment? There's a point and I believe  newday has passed  that point in 1 month , not including the last 10 months
    Sincerely,

    ******* *******

    Customer Answer

    Date: 03/27/2025

    Just got another one today in the mail so what can be done? This is harassment and unwanted solicitation and blackmail,  cause unless I give them my personal information  which they apparently  already have and gave the mailer companies,  they are going to continue  to harassing me . I never signed for this mailer list so someone gave them my information,  I guess I will retain a lawyer cause how long has it been that they said they would stop , and I continue  to keep receiving  these thing almost everyday,  if I started to send them letters I would be in court from them. And as the bbb , you won't put a **** on thier rating? 

  • Initial Complaint

    Date:02/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Approximately a month ago I was made aware of my mortgage payment increasing by $600 due to a negative escrow. After further research the loan company, ***********, paid two different insurance companies for my home. In the attempt to resolve this issue, **************************** is sending a paper check, with a refund of that policy, back to the escrow of the home loan. In the meantime *********** decided to move my loan to a new servicing organization called ***********. When talking to them today they stated they do not have the refund check yet, nor can they guarantee that the new servicing company will apply it to the proper place, nor will they be provided the notes of these issues of the last month. This is very poor customer service> They should not be selling my loan to a new company until this is resolved appropriately and their should have been accountability of paying two insurances, with the same coverage at the same time. Currently the Feb 1st I cannot pay because of the large increase to cover the negative escrow, until this is fixed appropriately. Thank You.

    Business Response

    Date: 02/17/2025

    We sincerely apologize for the inconvenience this situation has caused you. We would like to put you in touch with our ****************** leader, who can assist you in obtaining a refund from your previous hazard insurance carrier. She will be in touch with you to resolve this matter as quickly as possible. We are also overnighting a letter with additional information and her contact information.

     

    Sincerely,

    The **************** Team

     

     

    Customer Answer

    Date: 02/19/2025

     
    Complaint: 22897310

    I am rejecting this response because: ******* called me from the executive service department on 2/13/25. I called back, as she left a voicemail, and then I was still unable to talk with her or receieve any resolution. Her message stated that she would call me back on 2/18 to further discuss this resolution and I did not receive any calls. This is very frustrating as my payment is still late without resolution..

    Sincerely,

    *** *******

    Business Response

    Date: 02/21/2025

    We have spoken with *********************** and we appreciate the time working towards a mutual resolution. We remain available to answer any additional questions that come up by reaching us at ************. 

     

     

     


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