Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 ************. 

   

   

   

  
  

• Initial Complaint

  01/30/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am a totally disabled veteran and have a VA loan with New Day. Due to two hurricanes in two weeks, I applied for a 90 day loan modification plan to delay my mortgage payments so I can pay for our uncovered hurricane experience. This was granted. What followed was a 90 day harassment period by New Days Loss Mitigation (loan collection agency) department making me feel like I was a criminal. I asked that they quit calling me as I had already answered all their questions several times. I did arrange for a 90 day repayment plan to restart my mortgage payments and requested it start with the next scheduled payment date. I was told I had to call back on the actual date to arrange for the resumption to take effect. I agreed and received no less than 4 more phone calls asking when I was going to resume payments. Admiral, this is totally unacceptable way to treat your veterans. I didnt fight in two wars to be treated this way.!

  Business response

  02/13/2025

  We have provided a detailed written response to Mr. ***** and thank him for taking the time to speak with our representative on Feb 4th. Thank you for the opportunity to respond to this complaint.

   

  Customer response

  02/14/2025

   
  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

  01/03/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I borrowed money from NewDay to purchase a house with the intent of paying off the loan prior to when our first payment was due. I was told that I could pay off the loan at any time by paying off the outstanding principle on the loan. Our first payment was due on Dec 1st with a ***** period until Dec 15th. On Dec 12th I wired NewDay ******* which was the outstanding principle on the loan in order to pay off the loan. I then checked with NewDay on the 12th, 13th, and 17th to see if they had received the funds. I was told on each instance that they had not received the funds. Then I received a callback from NewDay on the 17th informing me that they had received the finds but that they were Insufficient because I owed an additional. ******** in interest and a ***** document recording fee. They then told me that I had until 4:30 EST to send they the rest of the money. Leaving me a short time to resolve this matter. I expressed my concerns but received no remedy. I informed them that I would be filling a complaint with the BBB to try to obtain a resolution at which time they refused to speak with me further even when I sought clarification as to the amount the felt I still owed them.

  Business response

  01/08/2025

  We have spoken with Mr. ****** to address the concerns he raised on his complaint. A written letter detailing the resolution will also be sent direclty to the borrower. Thank you.

  Customer response

  01/13/2025

   
  Complaint: 22699698
  
  I am rejecting this response because:

  
  They did not address my main complaint that I was told while originating the loan that I could pay off the loan at the time of my first payment by simply paying off the outstanding principle. I had done this on my previous loan for a house I purchased in ****. Had I known that I would be charged approximately $4,800 in interest in addition to the principle, I would not have procured the loan with NewDay.

  
  Sincerely,
  
  ******* ******

  Business response

  01/29/2025

  A representative will be reaching out to you directly so we could discuss your concerns in more detail. Thank you. 

• Initial Complaint

  11/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  *********** 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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

*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. ↩