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Initial Complaint
01/03/2025
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
NEWDAYS **** and I have a mortgage agreement since I have a house on ****************************************** with them. I went through divorce in ********************************** September 2024, I requested for a modification of the mortgage /loan and this was agreed to by **** loss mitigation team to capitalize late payments for 6 months at a new rate . The new loan was agreed at 4.99% and payment at $1900 per month starting January 2025 . I was outside the *** when the documents were emailed to me and I made the Newday aware of that fact. They advised me to the nearest embassy have the modification documents notarized at the embassy in *******. ***** where was at that time . I did have the documents notarized and shipped to Newsday address via *** . On 26th November, when I arrived in the **, I called the Newday USA who confirmed that the documents were in order and the modification will be approved and I can start making payments in January as agreed. I never heard from NEWDAYUSA either by call or by email despite this being a Loan modification documents which under the statues of fraud must be communicated in writing. On January 2nd ***** . I noticed a missed call from Newday Loss mitigation department and someone by the name Ven Santinor (an agent ) told me the following : 1. Loan modification was denied because there was an error on the States of the Notary who notarized the my signature on the loan modification form. 2. I must pay all arrears immediately . 3. she also alleged that three agents attempted to call me ( PWS * called on DEC 6, 12, &17 ) . Agent ARI * Dec 2. *There was no missed call on my phone and no email was sent to me .Agent F59 called me on Jan 2nd and I saw a missed call but I returned the call and MS *** ******** told me all about all the stories above . ******** . The issue of state residency and stamp of the notary * This was done by a professional .The so attempted calls to reach me are fabricated and never reached me.*fraud.
Customer response
01/03/2025

I submitted a notarized document via *** and I called on 26th November and one of the representatives confirmed that the document was in order . I do not have the signed copy but the *** receipt confirms that I shipped the document and it was also received . Additionally, I have added the application for the relief which was approved . I also indicated to NEWDAY USA that I was away on a foreign trip and they emailed me the documents . I also made them aware that my mailing address and residence was not where I was living because my ex wife and son lived there and i have indicated to them the alternative mailing address and email address . They never made any calls or emails or even never left any voice mail and I told them very well I was in *** starting November 26th. I called them and told them I was now here in states .
Customer response
01/03/2025
here is the letter I sent requesting an exception to provide a latest paystub because I could not access the government website to access my paystub while away from the country . The website would not work due to security and fire walls. They accepted it.
This is a process I started in September and I was keen to have it finalized .
Business response
01/16/2025
Thank you for bringing this matter to our attention. We appreciate Mr. ****** speaking to us on Jan 6th to discuss his concerns. We are also mailing a letter with resolution details to Mr. *******
Customer response
01/17/2025

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
11/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
New Day USA .... There isn't any new Day with this firm! How dare they treat and drag veterans through the turmoil they do! We've been through enough! Shame on this Admiral! Joke!
Business response
12/06/2024
Our sincere apologies for your frustration. We are glad to hear that you were able to speak with your Account Executive and that your loan has been cleared for closing. In the interim, do not hesitate to contact us at **************************************** for any questions.
Customer response
12/10/2024

Complaint: 22615401

I am rejecting this response because:
It is not that I don't accept the responce. It is more so of telling somebody something is going to happen within a certain time frame and it doesn't! It causes a bunch of broken promises to already touchy situations with ones on down the line. This is not their first rodeo! Each customer is different and should be addressed accordingly.

Sincerely,

******* *******
Business response
12/13/2024
Dear Mr. ***************** sincenrly apologize for the additional delay you experienced during your loan process. Thank you for speaking to *******, to discuss your concerns and the status of your loan. If you feel that he has not addressed your concerns, please contact us at **************************************** so we can help address your concerns.

Respectfully,
The **************** Team
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
*********** sold a veterans loan to another company called freedom mortgage new day *** never notified us they were selling alone. They closed the account. We had no access to them. We had no idea whats going on finally 4 days before the loan payment was due we were able to finally contact Freedom mortgage who had assumed the loan that they purchased from new day USA never once did New Day USA contact us in the selling of our loan We were concerned that there was misrepresentation / in-congruency and having the outright appearance of being fraudulent So we tried to contact New day USA 13 phone calls. They couldnt help us. The loan was closed because someone else told us that it was sold to another entity, but we had no contact no name no reference to this new entity called freedom mortgage. We were able to finally speak with freedom mortgage and they told us the loan number which was new and the place that it had to be sent , So my concern is New day USA used a gentleman by the name of the admiral to say that we are here for the family and then they have a woman spokesperson with him called ******* with a logo underneath it stating *************** ?!So theyre praying upon veterans to illicit sympathy and to get their money from the VA for a loan, not notifying us that they would sell it not notifying us to whom it would be sold until the 11th hour 58 minute m It is not good business form it is not a a good business model! I have noticed that they were sued and bought action against by the ******************************** of which they issued millions of dollars of fines against. New Day. U. S. A. So this should stop. I would hope that the Better Business Bureau would review this and take the appropriate action as necessary and as warranted to rectify this issue before other veterans and their families are harmed further. This is not a good way to represent selling loans to veterans and to disabled veterans who honorably served . Thanks
Business response
11/19/2024
The transfer of the servicing of mortgage loans is standard in the mortgage industry. The Deed of Trust that Mr. ******** signed at origination allows for the Note to be sold one or more times. Please note that the servicing of the loan was transferred over two years ago and our records reflect that a Notice of Servicing Transfer letter was mailed to *********************** on September 14, 2022, advising them of the upcoming change in mortgage servicers. We are mailing a copy of the Deed of Trust and Transfer letter for their reference.

We appreciate the opportunity to respond to your concerns. Thank you.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 10/22/2024 NewDay USA called my cell phone. I declined the call and they immediately called me back. I submitted a request to them over a year ago and they sent me 5 letters a week for 6 months hassling me. I finally got them to stop, made sure my cell number was on the Do Not Call List but now they are harassing me again. NEVER CONTACT THEM, they are worse than an STD. Horrible, horrible company. They need an F-
Business response
10/25/2024
Per your request, we removed your phone number from our calling list on 10/22/2024. Thank you.
Initial Complaint
10/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
I would like to speak to someone about issues concerning assistance with a veteran loan due to NewDay refusing to honor financial hardship to the point of addressing mail incorrectly to ensure I'm not able to fill out an application. However, I was able to access the application and upload online.
Business response
10/16/2024
A representative has attempted to call ******** on October 10, 2024, and again on October 15, 2024, however, we were not able to reach her to go over her concerns together. We will be mailing a letter to her with detailed information related to the concerns she raised. Included in the letter is the representatives contact information. We would welcome the opportunity to discuss this further with Mrs. ***** Thank you.
Customer response
10/17/2024

Complaint: 22374428

I am rejecting this response because:

Your representative calls at 4PM, and doesn't leave a voicemail. He sends an email, which is better than nothing I guess. Didn't bother to follow up this AM. I tried calling and the phone goes directly to voicemail. Is everyone on lunch? Lets schedule a time to talk instead of chasing me at 4PM when you feel I can't get to my phone.

Sincerely,

******* ****
Business response
10/28/2024
We attempted outreach calls to Mrs. **** on October 10th, 15th, 23rd & 25th. Each time we have tried to call, the call goes directly to voicemail. On each occasion, our representative has left messages with his contact information. Additionally, our representative has emailed Mrs. **** on October 15 and 18. We strongly the encourage Mrs. **** to respond to the email with a preferable date/time so that we can contact her during that time. Thank you.
Initial Complaint
09/24/2024
Complaint Type:
Order Issues
Status:
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.
I have a mortgage with Newday at the time I was.approved for the loan witch was 220,000$ my pre-approval letter said the interest rate could go up to 6.9 with a 2% discount I Rember when I was approved **** ask me.would you like to lock in the rate at the time. It.was. was 6.9 with a 2% discount will I look at.my.closeing papers my.rate is 7.75 ******** a.ripe.off.he.told.me.since.i ****** .money down i.couldnt.get.the 2%.discount im.a.disabled veterans.dont.have.to.have down payment so.he.he.said.he.told.verbally.will he.sayimg.since.i.didnt ****.a.down.payment my interest rate 7 75 witch. Isn't on my paper.work.says 6.9 with a 2% discount I want ******* redid ************ refunded he saying that VA loans dont.require money.down he lied.and.mislead me
Business response
10/08/2024
BBB Complaint Case # ********

We are sending this letter as a response to the concerns raised by Mr. ***** ******. We have completed a thorough research of the matters raised on the complaint and one of our managers has attempted to contact Mr. ****** to discuss his concerns in more details. Unfortunately, we have not been successful in making contact. We will be sending a detailed letter addressing the concerns directly to Mr. **************** 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
08/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
08/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
08/20/2024
Complaint Type:
Delivery Issues
Status:
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.
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
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
07/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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 response
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

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