Complaints

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.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 refinanced my home with new day ***. At first all was well. But I had a situation where fraud messed up my finances back in Oct 2023. I called new day USA and asked for 1 mortgage payment to be deferred to the end of the loan. I was told they dont do that. Since then they keep reporting my one missed payment to the credit bureau and add late fees. There is no getting ahead of it. I have talked to customer service and debt collection at least 10 times and all they do is refer me to a webset for assistance. A website that does not give me the options to do anything to get ahead of this issue. They are not trying to help with anything and are impossible to work with when in need of any assistance.

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  BBB Case #********
  
  NewDay USA (NewDay) received the complaint submitted to the Better Business Bureau (BBB) on August 28, 2024. Our representative attempted to contact **** ****** on August 30th and on September 3rd to discuss her concerns. Regrettably we were unable to connect with her to review the details of her account.

  A detailed letter has been sent to **** ****** outlining her account details and the options available to her at this time. We appreciate the opportunity to address these concerns.Please do not hesitate to contact us for any additional questions.

  Kind Regards,
  The NewDay USA **************** Team

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 company is abhorrent, that's just the only word that i can think of that completely describes their ruthless sales tactics with seniors and veterans. I have a deep respect for seniors and a debt to all veterans! Please take the advice of an old Mortgage Broker who this litle hungry *** says has no idea what hes talking about and. This man will do anything under his power to force a veteran senior to take a loan the stretches out his debt and costs hundreds of thousands more in the Term, AND CHARGE $6000 in closing costs on a 170k loan that pays off a house, a new car and $2,500 in Plastic. and raise the rate from 5 percent fixed to 8% variable. REDICULOUS I Beg you block his number if he calls. This *** will just call you back if you hang up. I have hung up on him several times and told him no several times. He does not take NO.He is very hungry kid who evidently will do anything for $3,500 because that's what i figure he's getting for get $6000 CLOSING COSTS. And I guess in this day and age, who wouldn't?

  Business Response

  Date: 09/03/2024

  BBB Complaint Case # ********
  
  We are sending this as a response to the concerns raised on behalf of Mr.***** ***** with the Better Business Bureau (BBB). We have completed a thorough research of the matters raised on the complaint and provide the following responses.

  NewDay assists members of the ***************** in accessing their VA home loan benefits which enables them to find their way to financial stability. We are committed to providing the highest standard of service to all of our Veterans and our customers. We conduct our business professionally and follow Federal and State regulations. 

  A search of our record reflect that we do not have a third party authorization to communicate with the third party that posted this complaint so we are unable to provide additional details regarding the consumers application. A letter has been mailed directly to Mr. ***** with more details.

  Thank you for the opportunity to respond to this complaint.
  
  Kind Regards,
  The NewDay USA **************** Team

• Initial Complaint

  Date:08/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We've been working on a Short Sale since March 2024 (pertaining to the open mortgage). NewDay USA had a valuation ordered on the home & the VA Investor set the Notice of Value as of 7/31/24. We've been inquiring with our assigned Loss Mitigation Underwriter/Negotiator via NewDay's subservicer Service Mac (*******************************) since he emailed on 8/7/24 to advise of the value (on 7/25), ****** indicated the offer on the home surpassed the NOV, so once it was formally set by the VA, he'd be able to verify the offer docs were still sufficient & submit the file for SS Approval. (Loan No. **********). ****** doesn't have a contact number that NewDay or Service Mac is willing to share, so we're hoping the BBB might be able to prompt a response from him to verify status in hopes the file has been submitted for approval.

  Business Response

  Date: 08/28/2024

  *************************
  **************************
  ********, MD 21093
  Sent via email: ******************************
  Re: Loan number 6110014591
  BBB case number 22167753

  
  Dear *************************,
  NewDay USA (NewDay) is in receipt of the complaint submitted to the Better Business Bureau (BBB), concerning the mortgage account of *************************. We are also aware of the BBB complaint you filed, case number ********, to ************** (ServiceMac). As the concerns in these complaints were regarding the same request, we are providing you with a copy of the response provided by ServiceMac, our current sub-servicer.

  If you have any questions regarding the contents of this letter, please contact me at ****************************. My office hours are Monday through Friday, 8:30 a.m. to 5:30 p.m., Eastern Time.
  For any other questions or requests, please contact us at ************. Normal hours of operation are Monday to Friday from 8:30 a.m. to 8:00 p.m., and Saturdays from 9:00 a.m. to 3:00 p.m., Eastern Time. You can also reach us via email at **************************************

  
  Sincerely,
  *******************************
  Customer Experience Team
  ********************** DBA **********************
  NMLS 1043

• Initial Complaint

  Date:07/16/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We decided to refinance to pay off bills and I had explained I needed to pay off IRS because of penalties and interest. Instead they chose what bills to pay. Long story short one of the checks they issued was a duplicate account no longer in existence. So I have called repeatedly and been investigated about the check totaling $6249. Monday July 15 New Day finally authorized for the funds to be reissued to us, unforntanely instead of doing direct deposit they have claimed to have sent this check overnight. As of 3:44 pm it still has not arrived. The other issue was a check that was issued but account had been sold. We sent them photos of the letter from the debtor, I've called almost every day, no help It has been 22 days since all this was brought to their attention. They are slow in responding and will tell you what they think you want to hear

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  
  BBB Complaint Case # ********
  
  We are sending this response to the concerns raised by ************************ with the Better Business Bureau (BBB). We have completed a thorough research of the matters raised on the complaint and provide the following responses.

  First,we would like to thank ************* for speaking with our representative on July 22nd, 2024. We were able to confirm with her that she received the checks for the accounts paid through her loan refinance.
  We appreciate the opportunity to address these concerns.Please do not hesitate to contact us for any additional questions.

  
  Kind Regards,

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

  Customer Answer

  Date: 07/24/2024

   
  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,
  
  *******************

  Customer Answer

  Date: 07/24/2024

  Thank you for your help, as soon as you notified them I had filed a complaint that ratified the problem. Again thank you for what you do

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hello, first Id like to say my process with New Day was great until I got my closing contract. Prior June 5th *********************** was great she retuned all calls and messages pretty consistent and frequently. On June 5th I messaged her in regards to no longer wanting to move forward with the closing due to the numbers she failed to mention to me and my wife. Upon receiving that message she said shell call first thing in the morning and she did after I had to contact a peer to give her a message to call me. Once the call was received from her she didnt understand or look at anything from my side/perspective so I got transferred over to her boss ****************************. After speaking with him me and my wife were more comfortable with proceeding to keep the contract. *********** was very understanding and professional during the call but now heres where the issue comes in. Since *** been locked in and contract finish it seems like neither of the two responds or returns my phone calls, text messages or voicemail. Its like Ive been ghosted when I was originally told if I had any issues after the process to contact them and **** elaborated on to contact him directly. Ive had issues with debtors check that I just need understanding and clarification on what to do with them since theyre no longer needed and the cost is added in my loan amount but it seems like now everyone is unreachable. **************** with the sales department need better work especially to the veterans since they were blowing my phone up to get this started and made everything seem good in the beginning and during the process!

  Customer Answer

  Date: 07/12/2024

  Update! Since my complaint I have been reached by many other departments and higher officials within the New Day ********************* All issues have been fixed and addressed properly, theyve listened to my concerns and made corrective actions. Theyve been diligent and proficient in making things right with me. Id like to say thank you to *** for getting the ball rolling and the process moving fast and Id like to thank ****** for the courtesy call plus the others thats been very helpful. Its good to say all is well and my complaints were addressed properly!

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have requested to be removed from the NewDay USA mailing list over the last three months--February through April 2024 to no avail. I do not want any of their products or services.I have called the 800 number repeatedly to have my name permanently removed from their distribution list, but still continue to receive unwanted mailings.Bottom line, I do not want any of NewDay USA's products or services nor want to receive correspondence from them.

  Business Response

  Date: 05/23/2024

  We reviewed the concerns raised by ****************. Our records show that we removed **************** from our mailing list on April 18th, 2024 after he contacted us on April 17th,2024  to remove him from our mailing list. We are able to confirm that no new mail pieces will be mailed to him in the future. We are sorry for the oversight of his initial request from February and apologize for the inconvenience. Thank you.

  Customer Answer

  Date: 05/24/2024

   
  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:05/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On March 22nd I called NewDay USA and I asked for the mailing to stop.  I gave them the information they asked for and they said they would stop. In ****** I received more. 

  Business Response

  Date: 05/23/2024

  ****************** contacted us on March 29th, 2024 requesting removal from our mailing list. We promptly processed his request and removed him from our mailing list the same day. Please note, due to the processing time and mailing cycle of the mailers, it may take 3-4 weeks for the mailers to cycle through the process. We have confirmed that no further mail pieces have been mailed to him. We appreciate the opportunity to address this request.

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Have been on the do not contact list since October 2021. Which is good for 5 years. I have resubmitted the do not contact Back in February 2024. Which overlaps my existing do not contact. I Have repeatedly called new day USA and told them to stop soliciting to me. Stop mailing letters to me. They apparently do not listen.

  Business Response

  Date: 04/11/2024

  Thank you for contacting us. We removed you from our mailing list on April 9, 2024. Please note, due to mailing cycle, it may take 3-4 weeks for you to stop receiving mail from NewDay USA. Please feel free to contact us at **************************************** should you have any further questions or concerns.

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 want new day *** to stop contacting me with their high pressure predatory lender tactics to get me to refinance from a 2.5% fixed interest rate to a high interest rate for their benefit. My home equity is mine, not new day ***** to take advantage of.Doubling, tripling or quadrupling a Veterans mortgage does not benefit the Veteran. The only Beneficiary is new day usa I have told new day usa employees on the phone on multiple occasions to stop contacting me for 2 years now. New day usa sold my mortgage and is no longer my Servicer.I do not want new day usa ever contacting me again in writing, mail, text, email, phone call or any other way of contact ever again.It is harassment which is a crime.I will contact my Congresswoman to see if there is anything she can do to help me and hold new day usa accountable for ther predatory lending actions.It is very frustrating and aggravating that new day usa continues to contact me after I have instructed them on multiple occasions to never contact me again.Not only is new day usa doing it to me, they are doing it to Veterans trying to take advantage of Veterans with a short term solution with life time consequences that Veterans cannot afford.What new day usa is doing is criminal.No apology or explanation can take back the frustration and anguish new day usa constantly puts on me.

  Business Response

  Date: 03/15/2024

  We appreciate you bringing your concerns to our attention. Unfortunately, we were unable to locate any prior request for removal. We are happy to share that we have processed your request to be removed from our mailing list on March 14, 2024. Please note, due to the mailing cycle, it may take 3-4 weeks for you to stop receiving mail from NewDay USA.  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21428483
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I do not accept the response because what new day *** is doing is targeting Veterans with large amounts of equity in their home, offering just enough money to get Veterans to agree to refinance to rates and fees and a mortgage the Veterans cannot afford to pay.

  New day usa is trying to foreclose on Veterans in vulnerable situations and that is their objective.

  New day usa employees belong in prison for life without parole

  I have a 2.5% fixed interest rate

  Tell me how new day usa refinancing a 2.5% fixed interest rate mortgage to 7.5% and all their fees tripling a Veterans mortgage payment to an amount a Veteran cannot pay and no originating lender would ever consider helps Veterans 

  It does not

  New day usa was previously told in 2015 to stop churning mortgages 

  I am being polite here

  All new day employees belong in prison for life without parole.

  They are using high pressure tactics to target Veterans to refinance. 

  Our home equity is not new day ***** to take as they are trying. Our home equity is our safety net.

  Treason. that is what new day usa is doing.

  I only have 30 minutes to respond so this is it

  I am tired of new days bs

  helping Veterans; bs

  If I get anymore mail, phone calls or any contact from new day usa I will contact my Congresswoman 

  Response not accepted

  Unacceptable business practice

  that so called Admiral is a disgrace to the United States Armed Forces

  new day *** 

  Do not ever contact me again

  You have been warned

  Business Response

  Date: 03/22/2024

  We are in receipt of Mr. ******** rebuttal and understand he is not interested in doing business with our company. At this point we have complied with Mr. ******** request to be removed from our mailing list and have added him to our Do Not Call List. We believe we have answered his concerns to the best of our ability, and will not be pursuing further contact as requested by ******************.
  
  Please feel free to reach out with any further questions or concerns.
  
  Kind Regards,
  
  The NewDay USA **************** Team

  Customer Answer

  Date: 03/27/2024

   
  Complaint: *14*8483
  
  I am rejecting this response because:

  My House and Home is also the Home of my Cats and Dogs. The Equity in our House/Home is not for predatory lenders such as new day usa to exploit and take advantage of.
  
  Let me be clear. new day usa does not care about ********. new day usa would foreclose on every mortgage they hold if they could get away with it and take the profits and destroy the lives of everyone for their own gain.
  
  How do new day usa employees live with themselves?
  
  A new day usa employee called me a couple of years ago while new day was actively selling my Mortgage to my current Servicer, though I did not know it at the time because I got the letter the following day informing Me of the change in Servicer.
  
  I told the dork on the phone "I have a two and a half percent fixed interest rate, it would be stupid to refinance..." And finished that conversation by stating "this conversation is over" and I hung up.
  
  Before I could get my phone in my pocket my phone was ringing again from the same idiot and when I answered he stated 
  
  "Sir if I can have a minute of your time, I see you have a lot of equity in your home and you could use that equity to take cash out and pay off higher interest debt."
  
  That really upset me. My Home Equity is My Safety Net; not for new day usa to decide and tell me how to use it. My Home Equity is mine. A ******** Home Equity is not for new day usa to exploit for their profit but act as if it is new day ***** to take.
  
  Again I told the *** "I have a two and a half fixed interest rate, My Home Equity is My Safety Net" and I am not going to do something stupid that would make a Mortgage payment so high that it cannot be paid.
  
  Tripling a Veteran's Interest Rate and Mortgage Payment does not help a Veteran, it hurts the Veteran.
  
  But that is what new day wants. To s**** ******** over for everything with high fees then foreclosure. That is new day ***** intent; to take everything new day can get away with.
  
  I do not know how such lending practices are allowed or legal. A decade ago new day usa was told to stop mortgage churning and they are back at it again. new day usa is a mortgage churning bs company that should be stripped of their ability to do business with Veteran Home Loans. That so called Admiral is a disgrace to ***************** Armed Forces and should be tried for Treason.
  
  You mess with a person's home, expect a fight. I am no exception.
  
  My Mother Passed Away in her Bedroom in My Home, as have many of my Pets I Miss so Dearly, including my Best Friend Big Daddy ****** his Pup ****** * of My GrandCats ****** and **** in which I was there when they were Born and Passed Away, and My Beloved Cat Yoyo.
  
  The most important thing in the World for me is that I Pass Away here in My Home, and that My Pets and I Live as a Family and We Die as Family Here in Our Home.
  
  Personally I think new day usa is acting with great Disrespect to ******** and it needs to stop.
  
  Anymore contact from new day *** I will not only contact my Congresswoman I will contact the ********** of ******** Affairs and others. As a Member of the Disabled American ******** (DAV) and American Legion I can bring this issue to their attention at any time.
  
  I hate attention. I did not want to write the H363137393*38313831H; again. But new day ***** high pressure refinancing tactics have to stop; and new day usa is to never contact me again.
  
  My shredder broke about a year ago so I have enough new day *** junk mail in **'s bedroom to prove new day usa is actively harassing me and show their tactics.
  
  new day usa targets ******** with large amounts of Equity in their home to take advantage of; putting ******** in a position where they may not be able to make the new mortgage payments.
  
  The name *********************** is a name the new day correspondent should recognize.
  
  new day *** needs to be put out of business.
  
  That is enough.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Yesterday on 11 March 2024, I had a phone conversation with a representative from new day *** in regards to a possible loan from them. After going through all the steps to get qualified for a loan, they said that we werent qualified at this time. Afterwards, I said thank you and said that I would speak to the representative when I had fixed my credit situation.This morning as I was getting ready to start work and I started getting calls from other lending companies. This has continued all day today, no matter how many times Ive blocked numbers or texted them to stop. I even let the representative know what was going on and she tried to say that the credit bureau had given out my information to other companies. I told her that I would not be doing any further business with them.

  Business Response

  Date: 03/15/2024

  Thank you for bringing this matter to our attention. We do not sell or share consumer information with third parties.We can confirm that the calls you have been receiving were not initiated by us.We have one call on record, the initial call you made to us on March 11th.To ensure you do not receive any calls from us, we have requested a removal of your information from *********** list. We also recommend that you submit an opt out request to the credit reporting agencies at 1-888-5-OPT-OUT or visit www.optoutprescreen.com to limit the sharing of your information. Should you have any further questions or inquiries, please feel free to contact us at *****************************************