Newrez LLC

UPDATE: They missed the deadline to send my check. I provided an overnight label and the check still hasnt been sent my way. Im currently out of pocket $21,000 at this point. And the number in their response is literally just to their main switchboard.This is the worst lender you can imagine. I had a mortgage with another provider and which was assumed by this company. I’m now going through a Hurricane insurance claim. I’ve been out of my primary residence since October. The check was sent to Newrez on Dec 19, 2024 and as of today, Jan 8, 2025, I still have not received any payment. At this point I’m paying a contractor out of pocket which has amounted to nearly $20k. It’s also important to mention that they are only cutting me a portion of my check and not the whole check. And I have to jump through hoops to get additional reimbursements. Meanwhile I’ve paid my mortgage on time every month since I bought this home 3 years ago. If you’re looking for a new mortgage don’t go with this organization. God help you if your mortgage is assumed by this garbage entity like mine was.

Please believe all of the negative reviews you see. This is truly a worthless company. I bought my home in 2024 and am exempt from paying property taxes in my county. I documented this with Newrez several times. I paid off the existing property tax balance from the old homeowners, but of course Newrez decided to make a double payment which cause my escrow to go heavy in the negative. Which in turn increased my monthly payment by a lot. Ive talked to 4 or 5 different people since December trying to get this fixed and they all say the same thing, to please allow 5-10 days for my escrow and payment to be recalculated. But it never gets fixed. These idiots are actually worthless.

Awful experience with this company. They have taken more than 2 weeks and counting to mail an insurance check that is in their possession. I will be homeless until this is resolved.UPDATE: have called customer services multiple times. I still do not have my money. I was told I could pay to upload an expedited shipping label and I did so. It was then not used by Newrez, further delaying my check. On top of that, I confirmed multiple times that I needed a specific amount of money dispersed to meet my contractors requirements. Newrez claimed they left that note in my account but shorted my check by $5,000. This company is HORRIBLE! I will remain homeless, all the while still paying my mortgage on time, while this company most likely earns interest on money that is not theirs to keep.

Worst Mortgage company ever. They are going to raise my payment $260 a month and I received an email stating due to taxes and insurance increasing yearly, they have will be increasing my monthly payment by $645, instead. WHO CAN AFFORD THAT? My payment is going from $945 a month to $1595 a month - Im currently looking for another mortgage company to refi with. HORRIBLE - RUN AWAY FROM THIS CO.

The incompetency of this company has taken customer service to a new low for me. I have provided updated tax statements reflecting my disabled veterans exemption for my property and MUD taxes and after 5 months they still refuse to adjust my Escrow and refund me the money owed. I have had enough and will be working with lawyers to file a class action lawsuit for violation of the servicemembers protection act. From reading the reviews on this page, I can see that they are causing undo hardship to many of my fellow disabled veterans. This company is trash.

Every year I go through the same problem with this company paying my homeowners insurance from my escrow account which comes due at the 1st of every year. Every year I get a cancellation notice from my insurance company for non-payment! They received the invoice December 2nd and wait until the 27th to pay for it 4 days before it comes due during a Holiday week!!! Now its January 10th and I get a nasty letter from the insurance company that it still has not been paid! On top of that I get a notice from the mortgage company telling me they are going to take out an insurance policy on my home because it hasnt been paid WHICH THEY ARE RESPOSIBLE FOR IN THE FIRST PLACE! I didnt choose this Company! The previous company sold it to them. WHAT A MISTAKE!!!!

I was on the phone an hour trying to ask them to please send my home owners insurance check back to me faster then regular mail...at least send it registered. It was a fully endorsed check that they mailed and it has been lost!! They said I could pay for a USPS next day air, but they wouldnt foot the bill! I had to call the insurance and stop payment on that check and when I asked New Rez if they could send a letter to them to put the new check just in our name, they refused even though an employee of the company did say that they could do a letter. I reported them to the BBB. ******edit after comment from newrez****** Why would I talk to customer service again after being on the phone with them an hour!? If you want people to know you are better than a one star company, reply publicly to state that new rez WILL send the check back expediently at THEIR cost!!

Unfortunately we have no control over who takes over our mortgage - Newrez has been a nightmare.Communication is awful, I’ve been trying for months to process a PMI removal. Completed forms and paid fees with zero response from Newrez - yet they continue to withdraw the PMI.Phone tree is cumbersome, online chat is useless and no way to email.

Trash, this company is trash! The only reason they are still in business is because they buy your loans from other companies. No one is competent, the representatives tells you whatever you want to hear just to get you off the phone and never do it. They sent me to collect for late a payment and Ive NEVER been late. Im a disabled veteran that should be paying lower taxes on my home per the state of Texas but they havent applied it correctly to my mortgage. They are the worst the list goes on.

As a disabled veteran, I cannot recommend Newrez Mortgage. Since they took over my loan, my experience has been nothing but frustrating. Theyve charged excessive late fees and shown zero flexibility in working with veterans like myself. When a veterans organization stepped in to help with an extra payment, Newrez held the funds and still demanded more payments, showing little regard for those whove served our country.Their customer service lacks any real understanding of veteran needs or circumstances. Despite my VA disability status and previous good payment history, theyve been unwilling to work toward reasonable solutions during a temporary financial hardship. This seems to go against state initiatives designed to support veteran homeowners.The most disappointing aspect is their apparent disinterest in helping military service members maintain their homes. Their practices of holding payments while charging additional fees has created unnecessary stress for those whove served our nation. Due to their poor handling of veteran accounts, Im actively searching for a mortgage company that actually values military service and demonstrates it through their policies and practices.Save yourself the headache – if youre a veteran, look elsewhere for your mortgage needs. There are other companies that truly support our veterans instead of just claiming to do so.

I would give a negative 5, if I could. This is the worst mortgage company I have ever had. I have paid my own taxes and insurance for 20 plus years and they couldnt figure that out and started an escrow account for me. Then they took my mortgage payment and put it in the escrow account. Then they started charging me late fees and calling me saying my mortgage is past due. Then they started reporting me to the credit bureau as paying late and trying to ruin my credit. This has been going on for over 6 months. I reached out multiple times asking them to explain why? They were like you need to talk to the insurance group and you need to write a written complaint. I said, why do I need to do all this stuff to fix your mistake? I sent the insurance info when I was asked and I paid on time every month. What a mess... Should be against the law for them to be able to just bill you for whatever they want.

Paid my mortgage, they said it was returned even though it wasnt and my bank confirmed it wasnt. Confirmed they made a mistake, does nothing until I call again, promises they will fix the error on their part. Doesnt. Rinse and repeatedly for the last 2 months. Meanwhile my credit is hit and a deal I am trying to make is delayed costing me money. Next step is litigation. Update. Called again, finally got a supervisor. I was asked to send proof payment wasnt returned again so I did. I got a call back saying that even though I was told for months it was a certain month that was returned, it was actually 6 months earlier. Sent proof that the new month in question wasnt returned and am awaiting a call back. I have never had a payment returned, the fact that they cant even get clear on their end what month is in question is telling of the operation as a whole. I am currently looking into legal options.Update.....Your canned response is not helpful. I have called and been told I would get a call back from a supervisor 3 times now and all 3 times it was a lie. I am glad you finally found a mistake you made on my ledger, however, your refusal to correct my credit that you damaged due to your error is horrendous. The lack of any customer service rep having the authority to make any decisions or changes is confusing. They just tell you they are looking into it then nothing happens. The amount of times I have spoken to someone, they have seen the evidence of what I am stating, agreed with me, but have no ability to make alterations is a never ending cycle of bad customer service and deceptive practices.New update. They fixed my credit after I found the CEOs email. They still wont fix the amount and their opinion is that I should have caught their mistake when they couldnt figure out what they did for almost 8 months. With the damages they have caused and the lack of customer service I am now speaking to an attorney in preparation to sue for damages. I hate to go this route but they have left my family no choice. Whoever is making decisions like this on their behalf needs to be reviewed for incompetence.

Kevin Kuball - Zero stars!!!!! Worst mortgage company I have ever dealt with. I have been trying to recast my mortgage since 8/16/24. I finally got approval on 10/9/24 but never received any communication that the recast was approved. To this date (10/22/24), I never received any paperwork in the mail. I called again (for the 7th time) on 10/17/24. Finally, the recast authorization forms were uploaded to my online account on 10/17/24. I overnighted the authorization approval forms along with my certified check for the recast on 10/18/24. I had to follow up again on 10/22/24. During a 42 min phone call, I was told that there would be another 30 day process to get approval to actually lower my principal and interest payments. So the recast will actually not be applied to my new mortgage payment until 12/1/24. Horrible quality of the customer service reps, zero interdepartmental communication between customer service dept. and recast loan dept. and very antiquated business processes. All of this incompetence with cost me several thousand dollars that could have been applied to the principal of my mortgage. I had no choice other than to go with Newrez because my original mortgage was sold to Newrez. Very stressful very costly experience.

I have been trying to remove PMI since last June, but the process has been unnecessarily delayed multiple times. Despite speaking with customer service over ten times, I am repeatedly asked to restart the process from the beginning. Even when I am willing to pay the required amount to remove PMI, the charges continue to be deducted. This experience feels like an intentional delay tactic to keep charging customers unfairly. I am extremely disappointed with this frustrating and inefficient process.

Worst mortgage servicer ever!! Negative 10 stars! If you can reach a service person on the phone after holding for 1 hour they will transfer you 5 times and no one can help you!! What a miserable company. Awful!!! If you can choose a mortgage servicing company, do not use these people, run the opposite direction.

Women of domestic violence please be very cautious on doing business with Newrez mortgage. If you are also an immigrant with a speech impediment it is even worst. Newrez team up with my ex husband who almost strangled me to death and gave him my personal banking information to make unauthorized payments and even after the police report came in, which stated Theft. They are refusing to remove fees from the unauthorized payments they allowed. Newrez was the one who told me to close my bank account. I called several times informing them these payments were not made by me. I have all the calls recorded. One of their staff Krisann Ball, was so rude, she told me whether my ex husband’s name is on my bank account or not he can use my personal banking information to make payments. My ex husband was given his half of the equity during the divorce, I sent a copy of the divorce decree including the Special Warranty Deed to Newrez. Although they realized he is doing this because he is bitter. They continue to allow it. I am the only one making the mortgage payments for the past two years. My exh husband was able to lock me out of the mortgage account for two months and it was allowed. I was told his name is still on the mortgage and despite him been paid he can still do that. Well, why isn’t my bank account protected since I am the only one on it, I am the only one putting money in it? Is this really present day America we are living in? Is Newrez above the law in America? Why are they allowed to violate my constitutional rights and get away with ?

NEWREZ totally disregards their customers. I have never missed a payment, never been late. I sent my TWIA check for their endorsement. What a nightmare is has been. First, told on a Friday at 5pm my account was in foreclosure. Call back Monday. 60+ hours with customer services later, 2 months of hardships, Staff and Managers review my account and all say WTH. We can clearly see all my monthly payments. Staff tell me the error was corrected and the check is in the mail. Still have not received $$$. NEWREZ has caused damages to my family.

Called customer service about my NewRez app as the app suggested. Horrible experience with Michelle M. as she was not listening to my concerns. She was argumentative as if she wanted to prove me wrong. It’s so wild because I was trying to reset my app and she acted as though I was speaking a foreign language. Since NewRez took over Caliber service has been in the trash. If you can avoid using this company, please do and save yourself the hassle.

Incompetent. I am exempt from property taxes and they refuse to update or delete my escrow so I continue to pay what I shouldn’t have to. I have been getting the runaround for MONTHS. It’s shocking they have not been shut down after reading the reviews. My loan was sold to them. I would never recommend a loan through NewRez.

This company has owed me over 2k for years, I spoke with them in January and they assured me a check would be cut in July…..really July! So July rolls around and I follow up, “well sir it usually takes 6-8 maybe 10 weeks for your check to be processed and mailed out. So here we are at the end of September and still no check, they will put your number on a list that is forwarded to an answering service at will not transfer you, they will not return your calls, I called from a different number and pretended I was interested in a refi and finally spoke to “Andre” who assured me that my check was going to be cut “this week” and he would follow up with me once it was….that was almost 3 weeks ago. DO NOT DO BUSINESS WITH THIS COMPANY!!!!

My experience with New Rez was very positive. They were quick to answer the questions that we had, and they came through when we needed to close quickly. They were also able to qualify me when no one else could.

When all this company can do is a canned response to customer complaints making it personal by injecting first names and referring you to the live chat, this is an example of why banks need to stop selling loans. My loan was with my local bank; I didnt choose this outfit.

This company is complete trash! They took over my previous mortgage company! Spoke to 3 different people and I received a different answer each time. If my rate wasn’t so low I would’ve transfer!

Will never let me pay extra on my mortgage principal through their website. Always says I have an outstanding balance past due which is never true. Absolute worst.

I am an insurance agent and through the Agency work with a number of mortgage companies. We have been trying most of the day to simply get the information on how the company should be listed on a clients flood insurance and we cant reach anyone. Their phone system is unresponsive and we emailed this morning for the information and still waiting for a response. Our client is trying to be responsible and make sure Newrez is aware of a coverage the client has added that isnt required and we cant because that simple information which can easily found on most mortgage companies FAQ page isnt to be found anywhere.

There assumption program they offer has no actual contact center. You email and wait for a response to be deferred to Loan Officer. Ours was Ryan Frantzen and HOLY CRAP was he not communicating nor providing information as if I was not the client and the one with the loan in their possession. His response was to reach out to the buyers agent as if I am not the one trying to get this done as well. Looking into refinancing my loan away from them

These people are HORRIBLE. Our mortgage was taken over by these people- and Ive made NUMEROUS attempts to get online access - all unsuccessful.They sent written information for me to log in using my old username and password- I did that but it didn’t work. I called- rep couldn’t figure it out, so she sent a ticket to IT to email me info. They emailed it- saying I should have used my MIDDLE and LAST NAME instead- which was totally opposite of what my username is and what THEIR initial instructions were. 🤷‍♀️ So I tried it their way again- no go.I call back, tell them what’s going on and the rep says, “Huh…that’s an error message Ive never seen.” But she has NO CLUE how to fix it. No one calls, no one emails any further instructions at all.Ive called, emailed, and still can’t get someone to fix or resolve this matter.Newrez - you should be called NOREZ - because there’s NO RESOLUTION at all. Your staff are totally incompetent and unable to service mortgages. How you’re able to remain in business is beyond my comprehension. They deserve 0 stars.Newrez is a many thumbs down for me. 👎👎👎👎👎👎👎👎👎👎👎👎

The experience with my loan consultant and later the closing agent was seamless. They did exactly what they said they would do in the advised timely manner as long as I did my part. Easy transaction

SCAM - they will scam you. The escrow is much higher than what your actual taxes / insurance is, and at the end of the year they’ll say you owe MORE. New Rez is pocketing money! I am filing a complaint / report against them and I suggest you all do the same. Add your taxes / insurance totals together, you’ll see what I’m talking about, it’ll be at least 2k more than what you owe! They charged us almost 5k for insurance, I spoke to several agents who said this is unheard of. It shouldn’t be any higher than $2,500. We will be doing everything we can to get away from new rez. You’ve been warned.If anyone wants to get together on legal team, let me know! Find me on Facebook.

Predatory practice of trying to buy overpriced insurance for you I have done my part and provided my own insurance for seven years. They have tried for several years now to tell me I have to provide them with proof of Insurance or they will buy it for me. They have changed how this is done over the years and finally this year, because they changed methods, they got me. I provided proof of Insurance through the secure portal like I had the year before, but apparently I was supposed to send an email. When I became aware of this I immediately sent them an email. That was over a month ago and nothing has been changed. They opened an unauthorized Escrow account and are charging me twice the amount for Insurance that I already have paid. I have continuously fulfilled my obligation of having my property Insured, but they just want to charge me more utilizing this predatory lending practice.

Horrible business! Stay away from this company! We are contacting a lawyer and please make sure you make a BBB complaint! One major screw up after another. This last screw up cost the insurance being cancelled for non payment from my escrow for the home owners. This nonsense has to stop! Run from this company, don’t walk!

This is the worst mortgage company Ive had. Ive been on hold to get a claim check endorsed by newrez in order to deposit it. I called 2 weeks ago and they said they were sending me the information I needed to get it endorsed. I havent received anything. I cant get any work done without this check. Ive been sitting on hold for an hour and a half and NOTHING!

Worst lender ever. The live chat agents just repeat the same things uselessly without even reading your question. Phone call just goes between long waits and forwarding to another department which will usually not answer.

I have had nothing but problems with Newrez since they took over my mortgage. A few months ago they started moving my monthly payments to principal and not paying interest which showed late payments on my credit report dropping it from the high 700s to the low 600s. After months of gaslighting me, and making it seem like it was my fault even though I had no control over where the money was placed, it was corrected. But today is what really set me off. I usually pay my mortgage on the first and I just found out that they authorized a payment yesterday on 23 February for the full amount putting me into a negative balance in my checking account. When I called, they said that I authorized it over the phone which I never did. When I told them that they should pay my overdraft fees they said I could just send complaint email. How can they authorize a payment without me authorizing it? Isn’t that considered fraud? Oh, but the lady on the phone was nice enough to issue me my money back, so I guess I’ll just be broke for the next week. I’m so tired of this!

Zero stars. Our mortgage was sold to new rez and they have lost the first two payments. I so wish I could refinance!!!! Meanwhile, I keep getting collections calls. Check your notes and my screenshots and my complaints and go find my payments. Ugh a total nightmare so far.

Newrez just took over my mortgage from another company. They are withdrawing multiple payments from customers bank accounts. They say it’s a glitch, sounds more like a Ponzi scheme. It’s been a week since they took additional payment. It has not been refunded. Do not allow them to have your bank account information. How can our government allow this company to exist.

I am a Realtor and have worked with numerous mortgage companies and mortgage professionals over the past seven years. This is by far the worst experience I have ever had with a company, and in particular an escrow officer. We worked with Sharon Eldorrado who was absolutely terrible, literally the worst person to ever have as your primary contact for anything and everything having to do with your loan. She dropped the ball on a number of occasions, including the lender required repairs, which she then tried to blame on others. This was a VA loan and we sent her the inspection report as soon as we received it. We had a 47-day closing timeframe, so plenty of time to get everything done. We didnt find out what the required repairs were until five days because Sharon forgot about it, and then tried to say I should have known what they would be requesting to be repaired (if I never asked what the repairs were we would have never found out). Rather than taking responsibility and calling or sending an apologetic email and/or offering to help expedite the process, she decides to send an email (filled with typos and run-on sentences) defending herself and continuing to pass blame onto others, especially me, the person who reminded her of the required repairs. She rarely answers the phone and when she does, she is very rude, matter-of-fact and short with her replies and conversation. Communication is non-existent. We also didnt get the final documents to close until the day of closing - again, we had 47 days to close! I asked to speak with her superior, but no one ever reached out; it doesnt seem like anyone cares here. Please beware, dont get involved with Sharon or anyone here, they are the most unprofessional and ignorant mortgage company. Too many other great options out there.

Do yourself a favor; stay far away from this company if you can. Unfortunately, our mortgage was bought from another company and for now we’re stuck. Terrible customer service and they make you jump through all kinds of hoops in order to get an insurance check returned.

This is a horrible mortgage company to deal with! Our mortgage was transferred to Newrez so We did not choose this company. They did not pay our homeowner insurance before the due date 12/31/2023. When I called them they denied they have received any statement from insurance company. So the insurance company resent the statement via fax and email that Newrez has provided. Then they said they did not get them because the email address was wrong and did not want to acknowledge about the fax either. They provided two non-working email addresses. Why give customer wrong email? When I spoke with the insurance dept by phone the person said she had a bad connection and eventually hang up on me and never called back. My home owner insurance has lapsed now and I am hopeless as far as whether Newrez will ever send the payment on our behalf! We have mortgage for over 30 years and this is the first time this thing happened to us. They also had problems with customer personal data got stolen! So do yourself a favor do not trust Newrez nor do business with them!!!👎👎👎👎👎

The worst mortgage company ever. Customer service is terrible. Their screwups have cost me so much money. This is ridiculous. In the process of getting thigs fixed, the customer service department cancelled my request to fix things. Then when I found out, it was too late, I had another charge. The department that can actually help, only communicates by email. no phone at all. It also takes 3-5 business days for that department to reply to an email.I would have been better off moving into a cardboard box under the overpass.

I wish that I could give Newrez a ZERO.I have called, my insurance company has called, we have filled out this form 20 times. For over 35days we have pulled our hair out to get a response so that our home owners insurance could be paid correctly. Nobody will return my calls, nobody will contact us back. Each time I submit a question online with their system, they send me a snail mail letter saying we received your question and will get back to you with a response as soon as we can. Even after I have tried multiple times to get the escrow to issue the check tot he right company. Even after my isurance company submitted everything correctly, they still sent the check to the WRONG insurance company and now I am going to be without home owners insurance company.I didnt choose you as mortage company and this is the ABSOLTUTE WORST CUSTOMER service I have ever received. My loan was sold to Newrez, I didnt get an option for this.....I have been trying to make sure this would be done correctly since April 1st and the complete lack of communication with myself and my insurance company is unacceptable!

Newrez will only send the escrow refund check for a house we sold to the address of the house we sold - even though they were provided the new mailing address before closing. Newrez refuses to send the check to any other address.Hey Newrez, if someone sells a house, really good odds they dont live or get mail there anymore.Also good luck getting anyone on the phone - if you call after selling a property, they delete your loan number from the automated system and without a recognized loan number you cant get to a live person. The work around? Call their lending department as if you were applying for a new loan and their lending officer will transfer you to a servicing agent.

I am a disabled veteran and bought my first house back in 2022 with a tax exemption. Early in 2023 Newrez assessed my escrow and decided that I owe taxes even though my tax assessor has never requested them because I am exempt. I let this go expecting them to catch it in their next assessment but they did not. I have now been calling once a weeks for the last 3 weeks and after I got a letter from my tax assessor stating that I should not be taxed. I was informed today that nothing was done on my previous calls and it will still take another week to fix this issue. I would STRONGLY NOT recommend using Newrez as your mortgage company. I will also be looking into the possibility of changing my mortgage company.

I read all the reviews for Newrez and I have to say they are all true!My Mortgage was changed/sold to Newrez. Wow the phone calls with the people on the other end is completely wild! They tell me one thing about my home insurance when I changed it and they told me they need to do another check would take 15 days. So 15 Days later I check online and oh no change. I call them and they tell me they never received it. Even when my insurance company sent it to them and I sent it to the doc . com they gave me. Then I ask to speak to someone about it and when that person comes on the phone she can find it right off the bat my new insurance and new amount. But they have my new insurance but nothing have been done with it..... the Hell? So now they tell me they will make it a note and have it moved up faster. Why not just do your Fing job in the time allotted? Then at the end of the phone call they ask are you looking for a new loan and would you want to have it with us you can save $1,000 dollars? Hahaha I am not that stupid to deal with you again why even ask.

This has to be the worse mortgage company. Making my monthly payments as always, to just receiving a letter of cancelation on my home insurance. I have had so many issues with this mortgage company. All I would advise everyone to do is, monitor your loan on your own. They will try and cancel your insurance to place their own.

If youre looking to refi DO NOT USE THIS COMPANY!!!! They have zero customer service. I need a simple tax document and cant get it!! they say 24-48 hours but it never comes! I cant file my taxes!!! unbelieveable. AND they constantly hound me to refinance with them. Horrible!! I would NEVER use this company again if I could choose I would get out of this relationship. I think Chase might be better than this.

One Star is too much... I did not pick this company, my loan was sold...The reason for this review is after completely destroying the tax and insurance escrow, I requested Escrow be removed from the account and I be reimbursed almost 10K that was in surplus. I was told they sent a check but never received it, was told they were going to issue a new check and it was never issued. I had major medical issues last Nov and have been unable to work, and I called them to skip a payment, to which they said NO PROBLEM Well they now say I am a month behind, even though it is drafted, and now will not release MY MONEY until its current. Making it current isnt the issue, its the dog and pony show that is and this lender is absolutely horrible....

This company sucks. My mortgage was sold to them and they have no live people and never answer. I believe it’s a scam because they do not send out paper bills on time and want to charge me a late fee worst Mortgage company ever. I wouldn’t give them a single star if I could…👎

As many already have shared, Newrez is bad at dealing with documents. Their online chat customer reps are rude and do not care about answering the concerns. I have to re-upload forms several times because somehow they keep getting lost, and getting late payment fees because the auto-draft form was lost. How is it that I cannot set up bi-weekly or bi-monthly payments through the web interface? Why do you send me documents regarding mortgage assistance when I never requested it? Just poor management overall.

This is undoubtedly the worst mortgage company customer service Ive ever had the displeasure to experience. Very difficult and drawn out process to get to a representative. After finally getting connected, in the middle of my explaining my issue, the line disconnected. In order to get back to the representative, I would have to go through the entire ordeal again. TERRIBLE CUSTOMER SERVICE. Will NEVER use this company again in the future.

So bad at what they do their customer service dept literally told me it would be easier to refinance than to continue to deal with them. The solution isnt to have a bot ask me to call the same number Ive been calling with no resolution.

My loan was transferred to them and its become a nightmare dealing with them. Worst company!! stay away from them if possible , they failed to pay my insurance on time, then when contacted about it, they made nothing but excuses and refuse to acknowledge they made a mistake. apparently they placed lender placed insurance! when asked about the documents be emailed to me, they gave me the runaround. Now im trying to remove my escrow account and pay all insurances myself and they are giving me all kinds of excuses why i cant remove it. Dont deal with this company if possible..

After the death of my mom in late 2023 I had to deal with NewRez and I have to say they are the worst mortgage company I’ve ever encountered. I sent them the estate documents to obtain a pay off amount 4 times over a 30 day period via certified mail, fax and email. No one in their collections branch, Shellpoint mpg, can find a record of receiving the information. I honestly believe they are avoiding processing the paperwork to squeeze out an extra payment or two from a dead woman’s estate by slow rolling the payoff documentation needed to sell the property. I would never recommend this company.

Terrible customer service. They are friendly, but incompetent. It has been over 6 months since they started screwing up my payments. They have been over charging after catching up an escrow shortage and they still have my money being held hostage. They refuse to perform another escrow analysis after over charging. The communication between their team is non existent even though they claim to make notes on your account to be passed on.Update: New Rez cancelled our auto payment without consent and dinged our credit. one more screw up to add to the list.

Our loan was picked up by Newrez and its been a disaster from day one!!! I have a certified copy from the tax appraisers office showing my property is 100% exempt from paying property taxes since my husband qualified for the 100% Disabled Veteran exemption. Newrez refuses to acknowledge the exemption thus we are paying higher monthly mortgage payments to our escrow just so they can float our money instead of doing a escrow tax line exemption adjustment. Second, we got a letter from our homeowners insurance - they failed to make the payment on time, and we received letters and calls because of Newrez failing to pay in a timely manner which is a mandate under Texas State law. I will be filing a formal grievance with the Federal Trade Commission, Texas Office of Attorney General, and also notifying several veteran groups my husband belongs to.

I thought I was the only one that hated this company, even though I was very communicative about my issue they still placed derogatory marks on my credit and refuse to take them down although the property was PAID OFF!

Newrez took over my previous mortgage company so we’re now forced into business with them. After almost 2 months I still can’t get in online, I have no paper statements… Am I just supposed to make blind payments to my mortgage with no info or confirmations??? What are we supposed to do?? How do we get out of this!

USE SOMEONE ELSE…. We bought a house 6 years ago before caliber was bought out by new Rez. Caliber was amazing. Never had a single issue. We recently sold our house in March and were going to use new Rez for our next home loan. It’s impossible to get ahold of someone and if you do they are EXTREMELY rude. Just trust all these reviews and steer clear of this place.

New Rez is the absolute worst. They are effectively a debt collector. Youll hear that repeated if you call their support. Our home mortgage was sold to them by another company. We paid off the mortgage back in the middle of December. We have yet to receive over $6K back from our escrow account. Each time, you call them, you are told a different story. A check was supposedly mailed on Jan 2nd, which we never received. Last week, they voided the check and have supposed sent an ACH. Each time I call to check on it, Im told something different. Avoid them if at all possible.

They have taken over 8 months to figure out my escrow and it’s still incorrect. I have called so many times and they know they are wrong and constantly say they will fix it and never do. This is a terrible mortgage company. They constantly make excuses, not respond to multiple emails, etc. Do NOT use this lender.

I spoke with Ms. Donna on the phone this morning in the property tax department and it was one of the best customer service experiences I’ve had. She was amazing she took the time to explain the process step by step she was very detailed and professional. Amazing, Amazing experience.

This is the worst mortgage company I have ever come across. They run a scam with newrez and loancare and transferring our loans between each other and making extra in interest and fees. I had a hail claim for which I needed to endorse my check and it has been about 4 months from the claim and I still don’t have my endorsed check. The insurance company sent me a notice of insurance cancellation if I don’t get the repair done in time and now I have to shop for another insurance and god knows what is in my record due to this claim which can cause my rates to go up. I had to close my loan out in a hurry in the hopes of getting claim check back so I can get it repaired in time for the insurance reinstatement. One of the worst and horrible company which is sick to the core. I will be reaching out to legal for remedy here.

If I could give it a zero star I would. The hold music that was going on for half an hour was interrupted by All of our agents are assisting other customers every about 10 seconds to ensure youre absolutely furiously annoyed by the time you get to someone that is apathetic to helping you.

As so many have stated before in the reviews. This company is terrible at going through documents and speaking with the customers. I am also 100% exempt from taxes, and they have the letter stating that. I filed the paperwork and was told they would review my escrow during February the month it was supposed to be completed. It was not completed, and now I have submitted it for the 3rd time to have an analysis completed on my escrow. I will be filing a complaint.

0 STARS - Do Not Use NewRez!! My life has been a nightmare the last year becasue of this company. They WILL lie to you.

This lender is impossible to get ahold of and sending erroneous demands to purchase additional hazard insurance on my property. I have sent multiple documents proving I already have this coverage and they purchased it on my behalf anyway. It is a scam of a lender and based on the similar experiences detailed by many online it’s only a matter of time before a class action lawsuit against this terrible company

The worst experience of my life time with a Mortgage company, it took them 3 months to process a refinance ,charged me over $6000 to buy points without telling me , promised me $1000 for closing cost , never credited me . The day of closing they changed title company location and city . Again promised to make that up by sending a gift . They do not live up to any promises they make . They have no idea what they are doing . Avoid this company no matter how good the deal seems to be . You will regret like me .

Been with newrez around a year.Multiple issues with hazard insurance and not willing to accept my tax exemption that is not an option its mandatory by state and federal level due to 100 percent va disability.Filed in november 2023 .its now march my ecsrow is all kinds of messed up my taxes are still applied to my mortgage and they argue everytime i address it.Ive sent in documentation from the state,county and va..This company needs serious restructures they are far from veteran freindly .

They are constantly losing our payment that get automatically sent by Wells Fargo every month. The checks get cashed but not credited. It’s very frustrating.They also did not pay my escrowed insurance, which lead to a lapse of coverage and extremely high insurance rates. I ended up paying out of pocket for my insurance and was going to be reimbursed when they received payment. Months later still haven’t seen that money.

If only they had a zero star option.This company is without a doubt the worst financial institution I have ever come in contact with. The customer service though friendly is useless as all get out. If you make your monthly payment early it will still be withdrawn from your account if enrolled with auto pay. If the money isnt in your account for the second withdrawal you will be charged a late fee whether or not you already paid the bill.

Nothing but the runaround. Losing claim check to not paying tws for 6 months. But It was still taken out of the note. Had to reactivate my wind storm insurance.

They have swindled all homeowners who think that they have received a loan. There is a banking transaction issue n regards to cash receipts. Newrez has violated Fas95 accounting!FAS95, Footnote 1--Consistent with common usage, cash includes not only currency on hand but demand deposits with banks or other financial institutions. Cash also includes other kinds of accounts that have the general characteristics of demand deposits in that the customer may deposit additional funds at any time and also effectively may withdraw funds at any time without prior notice or penalty. All charges and credits to those accounts are cash receipts or payments to both the entity owning the account and the bank holding it. For example, a banks granting of a loan by crediting the proceeds to a customers demand deposit account is a cash payment by the bank and a cash receipt of the customer when the entry is made.

We have been trying to get a lien release to sell 5 acres from a larger block of acreage… 6 months later the bank is non-responsive and no release has been received. They have blow up the deal and the buyers are not happy.

Im giving them the benefit of the doubt for now only because the girl I talked to was quite nice and the pay by phone seemed to work ok. The website for making a payment is useless, seems the website period is useless. My loan like many others on here was transferred or bought from Mr. Cooper. I only have like 3 years or just over 3 years to go and it seems like theyre trying to get me to refinance or get another loan. I asked, why should I do that when Im paying virtually principle only, very little interest at this stage and they try to make it sound like theyre doing you a favor! They cal themselves debt collectors, I asked why am I dealing with a debt collector, Ive never ever missed a payment so I dont get any of it. Seems like the entire mortgage industry is a scam. I cant wait for the next few years to go by so they can kiss my @^&@^&@^&!

Wanted to do a refinance with this company but their lack of communication is terrible. The loan officer I had was the worst. She never return phone calls or emails after running my credit. Called to speak with a different loan officer only to be told I had to deal with my assigned officer. I escalated this to a supervisor and withdrew my application. This company is extremely unorganized. Im currently in the middle of doing a refi with a different company and things are going great.

Horrible website, majority of the time it doesn’t work. You put in your loan information and the system can’t find it. My loan was transferred 3 months ago from Mr Cooper and it’s been nothing but problems since. No one seems to know what’s going on and any issues you have never seem to get resolved. You call and the first thing they tell you, is that this is an attempt to collect a debt??, I thought you were a mortgage company, trying to do too many things and it show, this financial institution is a disaster.

If I could give zero stars I would. Once I had a mortgage lender contact me and say that he could refinance my loan with no appraisal needed. He harassed me for weeks then when I spoke to someone else they said what he was offering doesn’t exist. Then I setup my autopay online, to only find out via email 30+ days later that my auto pay never processed through their system. I paid it immediately once I received the email stating my mortgage was late. I called them immediately and they told me not to worry, and that if it pops up on my credit that all I needed to do was call them again so they could walk me through the steps to fix it. 39 days later and my credit score drops 49 points!!! I call, do the steps they told me to do and was told it could take up to ANOTHER 30 days to process, only to find out my request was denied. My credit score was 770 and I’ve worked my tail off getting it to that! I can’t stand this mortgage company. I have 12 other houses that I’m about to refinance and guess what?! I am NOT going through Newrez. The moment I’m ready to refinance this mortgage i will use another company and tell all my investor friends to never use newrez! All they do is give you false hope and then when forced to do so, say “sorry”.Also, after reading the other reviews I am so upset that my original mortgage company sold it to Newrez. If I find out that Newrez pays my insurance policy late like they did as I can see reading all the other reviews, I will lose it! I would be so embarrassed if I owned this company.

I have been with NewRez for several years and to date, I have not had any issues. Their website is straight forward and payments are easy/breezy. I am surprised by the # of negative reviews and hope I dont become one of them in the future.................

I wish I could give this company a zero-star rating and have that option available! I absolutely do not recommend this company as they engage in deceitful practices. Despite receiving an appraisal indicating that my house value is 40% higher than the mortgage, they refused to cancel my Private Mortgage Insurance (PMI) stating that I had not held the loan for at least two years. When I questioned whether I had signed any documents to that effect, they admitted that I hadnt. However, they still denied my request. I am determined to seek legal assistance and I am willing to pay any costs involved to prevent them from treating other people this way. I strongly advise against obtaining a loan from this company.

Lost our ACH mortgage payment for April. I provided them with the proof they asked for from my bank. They said they’d investigate. Six weeks later they are still looking into it. Every time I call they are back at square one. I’m starting to think it is intentional. I don’t trust this company at all.

Been in my house for 6 years, and the first 5 years with Caliber home loans. I had a near 100% on time payment record and was probably 2 years ahead with putting down extra every month. NewRez took over, and it appears they used the same web design for the web site and the mobile app. Now I am unable to to log on to the app and have problems every month getting a payment to go through using the NewRez website. Very frustrating and I got to wonder if the difficulties are deliberate or just poor maintenance by their webmaster. I would not recommend doing business with them. If I had a choice I would change back to Caliber

Worst company I have ever worked with in my life. Tried to refinance my home for 4 months with them but they couldn’t respond to me or get me paperwork back. Escalated many times and no one seemed to care. Pulled a second hard credit on my account for new reason without my permission. I ended up going to another company and getting the process completed in 3 weeks what they couldn’t do in 4 months.Do yourself a favor and use any other company to handle your home loan.

I have an absolutely horrific story about how we lost our home to these people. Completely dishonest, unscrupulous. File for bankruptcy and hire an attorney immediately if your loan is transferred to them. Dont pay them a cent.

This is the worst company ever. They will rip you off and chanfpge the rules on cancellation of PMI they first said 80% then 78% now they are at 75 LTV. Avoid at all cost and do not waist money on a bpo or new appraisal they do not care they will just continue it forever.

I would give them a zero if possible. We have be trying for a year now to get them to recognize my VA benefits as a disabled veteran. All they say is that are system or protocol does not work that/this way. They refuse to call the tax office to confirm my VA status. They say that they use this tax portal and thats it. They will not recognize my State of Texas or Federal Government VA paperwork. They also bombard you with advertisements weekly.They staff are very rude and disrespect and incompetent for the bottom to the top. This business needs to be investigated by the state of Texas and the Federal Government.

I recently refinanced last year with Newrez as an existing customer. Since the refinance, it has been nothing but a nightmare to get my 2021 taxes paid. They paid the county but not MUD or school district. Have been trying to get resolved going on 60 days. Constant transfers, escalations and return phone call promises to no avail or resolution. Response is we are researching or Ill log a complaint or a supv will return your call. Cant speak to escrow and a tax supv is never available all the while my escrow account continues to grow in 2022 with current payments and from 2021 rollover with non-disbursement, not to mention penalty fees. Beyond frustrated and disappointing as a customer let alone a repeat customer. Would have never refinanced with them if I would have known.

Wanted to refinance my mortgage with this company and they wouldn’t return phone calls, they didn’t have paperwork in order and the people they have preparing the loan lost paperwork, didn’t complete proper documents and when we informed them about the incorrect documents they still didn’t correct them. They took so long that my original lender transferred my loan to another lender.Do NOT REFINANCE any loan with these people. they are the worse I have ever dealt with. I canceled the refinance with them and went with another company. From April to September they couldn’t get it together. They do bad business and if you do don’t do business with Laura VanderMey

The last two years have been mired with actively trying to discover what theyre doing with my property taxes. Theyve assured me theyre paying my property taxes. But as a disabled veteran in TX, I dont pay property taxes. Requested escrow analysis; they found no error. Were moving forward with litigation and refinancing with a more reputable company.

My loan got transferred from Mr Cooper. All because I’m paying more principal than internest. So tossed to NewRez ..0 stars my rating. They don’t answer the phone. They don’t use bill pay thru your bank. They don’t call back. You can never reach a manager. LLC 1 of 3. ??????? Many of you know about those.👎👎👎👎👎👿

New Rez took over the mortgage company I was dealing with. I submitted a review detailing all our bad experience with them on a refi application. So my mortgage payment is increase without and explanation so I take it as retaliation. Working on getting my credit score up so I can apply with another company. Ive got about 11 years to go on the payoff. Never late never missed a payment and get treated like this. No justice in this world.

A nightmare to work with. Lord have mercy on you if they ever become your servicer.

Once again, I called this company to make sure they paid my insurance which is included in my mortgage. They said yes, but it was canceled because they mailed it the day before it was due.Horrible company. They purchased my loan from quicken loans dont use either of these companies and they are affiliated with Loan Care same horrible company.

If they dont know the answer they will just make stuff up. They paid the wrong insurance then paid the correct insurance and raised my bill to account for both payments. I paid in the refund and talked to CS. They said our bill would be corrected automatically. A week later I called CS and they said I needed to make an additional $860 payment and my bill would be adjusted automatically. A week later I called and they said a new analysis is never automatic and would be run in 5-7 days. Today they said the new analysis is done automatically and would be run in the next month or so. They were really nice though.

NewRez is the worst mortgage company I have even dealt with - period. They will work hard to scam you on insurance (they will say you do not have insurance and charge you some outrageous rate for NewRez insurance - they did this two years in a row with me even though my insurance is paid through my NewRez escrow account).Sometimes when you pay extra on principal they will not apply it properly, They did this last month to me - they split up my extra principal payment and applied over $3000 towards my escrow. I This was never corrected after calls with support.I have just moved funds around to pay off my mortgage. Trying to get away from NewRez is now proving challenging. After requesting a payoff quote and paying that amount immediately - they are still showing a principal balance. I just want this to end.My advice is do anything you can to refi and get away from NewRez.

Even .5 rate is too high to rate!Its unbelievable how bad can be.They have overpaid my property tax by over $2,000 and are adding their error to the escrow and raised my mortgage payment.

This is another -- I wish I could give them 0 Starts. They purchaesd my loan on the secondary and now I am stuck with them. They failed to pay the impounded insurance due to an error on their end. My insurance was cancelled and the premium went up $1000 per year due to this screw up. Do you think they offered my the difference? Of course not. With so many other options -- RUN!

If I could give zero stars I would. They didn’t let me insurance lapse some it’s paid from them out of escrow then charged me for not having insurance on my home. It’s just absolutely criminal! If you can avoid this company by any means

The most incompetent company in America! they have screwed up our mortgage repeatedly! they didnt pay our insurance that is escrowed, then took out insurance with another company and sent us a bill for about $10,000.00 saying we didnt have insurance! when their the ones that pay our insurance company out of our mortgage payment, which is $2,000.00 a mo. and we send $2,500.00! its never been late or short! And now their saying were $1,600.00 short and no one can tell us why! Now Today, we find out that this month they took the whole $2,500.00 and applied it to principal only! Another screw up! Completely incompetent! Stay as far away from these people as possible! theres a reason they have a one star rating! I would give them zero stars if I could! this company should be shut down! And I will be calling the better business bureau! Absolute nightmare!

So far so good. I havent been with this mortgage company for too long after they bought from my last lender. I havent had any issues I mostly use the automated service through the telephone havent had any issues, Ill check back if and when theres any

This is the most leading company. It will be a disaster if you have a lender with them . Stay out of NewRez.I have never had escrow account at all , They still charge me more for the escrow account until you call many times , then they fix it for you. It happened every year.

I have an expired FEMA flood insurance policy during hurricane season on the gulf coast because Newrez did not pay the premium. There was no contact from Newrez to let me know they didnt pay it. The insurance carrier sent me a letter saying the policy was expired. Now 2 weeks after the renewal was sent to Newrez it still hasnt been paid. Newrez will not let me pay my FEMA flood insurance myself. Absolutely horrible service and not having flood insurance during hurricane season puts me in a very precarious position!

Something is not right! Our mortgage has gone up $500 and no one can explain why!

They buy your mortgage and then flood you with spam calls constantly

Worst company I have ever done business with they are threatening to foreclose on my property because they paid our taxes even thou they are paid separate by us and now they cant even get proof that they paid but are still trying to charge us

Agree with everyone else on this. Worst company Ive ever had to deal with. Completely mismanaged our loan when it was sold to them and I have spent hours trying to correct all of their incompetence. I wish they would just sell my loan to someone else that can handle a basic mortgage.

I would not recommend this bank to any one! They don’t help with anything and to do a bi-weekly payment. They want the customers to be at least 2 months ahead and then they withdraw it two months after the current month. If people are going through hard times these company would not help at all. I don’t not want to give them not even one star!!

If I could give them 0 star, then I would. Very unprofessional to deal with. I felt like I was being scammed by newrez. Never do any business with them.

They are the worst. Bought our loan dont report the payments to the credit bureaus. Cant talk to a real person. If you have a choice turn an run.

The people are nice enough overall but don’t really know anything. I’ve been given incorrect information several times, and I never received documents that I was told had been emailed to me at least twice.

When i die, i wont go to hell; its full of newrez employees; their customer service is horrible; ive been fighting them since march 2023, tried to speak to 29 people, left hand doesnt know what the right hand is doing; they are bullies!!!!!!!!!!!!!

Terrible service, no way to actually contact them. None of the numbers listed Work.

One star too many. Horribly incompetent with zero communication or customer service.

Newrez feels like a scam. Paid my escrow, but it makes no difference. Lots of charges and no one can tell you anything.

One word. Terrible.

The worse. Place me on hold many times. The times I was place on hold was 20, 30 minutes or more. I had to hang up the phone. At one time I got to speak with a real person whom didt know the answer to my inquiry. Today I had several inquiries and STILL WAS PLACED ON HOLD!!!!!!! The administration should put attention to consumers disappoinment of the service this company has.

This has to the worst of the worst! The struggle is real if at all possible go somewhere else to refinance that’s exactly what I am doing and now here comes the form or robot answer to the review post that’s the same everyone else is getting! Don’t bother newrez I’ve already read 100 times over 🤦🏻‍♀️

Dannielle and John BOTH gave me great service over the phone!! THANKS for the help, NewRez!!! Talk with ya later.-AO

This is the worst of the worst companies. Dont just walk away from them but run. They are complete imbeciles that work here. And there is so such thing as customer service here.

I do not recommend this mortgage company!! They drop the ball and are not professional leave you hanging and makes you realize you dont need them

This company is a nightmare all there ppl are rude! And we have no control over who has our loan!!! This is b.s

Can’t get a hold of them over the phone 😕

Can’t log on and when I ask to be emailed for password, I never get an email.. weak

This company is by far the worse company ever. they never help you and always screw up your mortgage.

Terrible, they bought my mortgage from Diteck which I had no problems with and these guys are the worst, was on the phone with these people for2 hours yesterday to no avail, and then I was hung up on!!

Im leaving a review because its already 39 reviews and yall averaging 1 star. So yall much do horrible business.

Horrible! This company is PHH Mortgage. Illegally taking people’s homes by taking advantage of their financial situations.

Would give 0 starts if I could, Cannot get to them by phone or by website. Terrible customer service. NO numder works.

Absolutely awful company. Can’t get a hold of anyone. No communication.

Awful process i would recommend any other mortgage company

Great company lent me my money just in time for the winter. Cant wait for my home.

Good luck trying to get someone to take your call.

I was on the phone for over 5 hours with over 7 representatives and this was one of the most frustrating experiences of my life.

NEW REZ IS WORSE THAN A NIGHTMARE...RUN,RUN,RUN

Terrible experience

This company fooled me as if they cared about their employees. They will rack up the points on you. No matter how much u communicate. You lose a family member or you have mental issues they don’t care they will hire you and fire you. I’m a current employee and I am getting ready to put in my two weeks or transfer to the company in Dallas when I come to work I am miserable. They stay on you about you after call wrap up but they have you doing unnecessary work and stress you out. They have you filing complaints when it’s unnecessary the customers should be able to go on the website and complain. The management is crazy idk understand how they are managers. The upper management above them very rude I had an incident with a director I was laying down on my break and I get that u can’t lay down but I didn’t know that because I’ve seen others relaxing before but I had a headache the lady tells me this is not a lounging area before even introducing herself. So I asked who was she and she got offended went told another director and got tried to get me in trouble. Lol said I was rude and back talking her. These jobs are demanding respect as if we are not adults. Respect is earned not given. And it goes both ways. The company wouldn’t be too bad if they losen their grip and stop treating ppl like slaves and be more professional in how they deal with their employees