Newrez Virginia Dr, Fort Washington

I have never experienced a more frustrating and endless process of trying to use Newrez to refinance our current loan that Newrez currently holds. They saw that we were refinancing that loan for a lower rate with another mortgage company so they called us and said how easy it would be to refinance with Newrez since they currently hold the loan. After 4 months of working with Newrez to finalize a simple refinance, it is very apparent that they are trying to hold onto our loan at the higher rate. Please do not start the frustrating process of working with this company. I will start the process to pay off our current loan with this company with another mortgage company and will never use Newrez for another loan! The loan officer is Logan Hughes.

If this is your mtg servicing company, good luck resolving an issue should one surface. It took me 8 calls and over a month to get them to fix the mortgage payment amount that they had incorrect on my loan. Additionally they keep sending threatening letters stating they are going to use their own insurance company to add additional flood to my loan. Interesting they can get these letters out no problem, but takes forever to resolve real issues. If it was simple to move my loan it would have happened by now. Just look at all the reviews, not a lot of happy clients, wonder if mgmt. will one day step up and hold people accountable and be client centric.

I was experiencing a problem gaining access on line and receiving my mortgage statements. All it took was 1 phone call....no long wait on hold and problems solved...and Noel (I hope the spelling of his name is correct ...my sincere apologies if not) was quite pleasant, courteous and thorough. Excellent experience!!!;. Thank you!!!

You service team member was plenty helpful but one thing I wish: when I've consistently paid via bill payer, why can't I pay off the loan by bill payer? Instead I'll have to go to a bank--during banking hours when I am at work--to wire the final $15 for payoff. Why not--if it's about funds clearing-- say that you can pay by bill payer the amount due projected out 14 days or something like that? Working with you has been smooth...until this very last transaction which --given my 2 jobs-- will require me to pay wire fees AND take time off work to accommodate you.

If I didn’t recently refinance my loan to NewRez, I’d be looking to switch lenders immediately. They have made more errors with my money. Customer service has yet to apologize but they do try to correct the errors or walk me through how I need to correct their errors. I should be in their payroll at this point. It is mistake after bad information after failure to follow up after failure to notify me after my needing to call them repeatedly to correct their errors. I feel badly for the people who work there. They say one thing and do another. It is either that there is poor communication ovation between departments or total incompetence. Pathetic!

STAY AWAY. I bought my first home in February 2022. My mortgage was sold to NewRez and from literally day one they have been nothing but terrible. My account information is wrong and I can’t access my account online. I have called multiple times to resolve this and they refuse to. The first time I called the guy pulled up my account and said maybe my co-signers social got switched with me, without even asking for anything to identify myself he read my co-signers full social out to me. Is that how easy it is for this company to give away your SSN?? The number I was given for their higher up customer service was changed. For our June payment, we of course had to pay over phone. We noticed that the payment had been returned and I called to resolve it, they instantly started about my late payment and risk of a late fee. I explained that it was returned and they claimed the account had a hold when they pulled it so it went back. We called the bank and they never even received the charge. Whatever, we repaid the bill and have waited for it to process, it still hasn’t come out and I’m sure I’ll get more lies when I call tomorrow. As a first time homebuyer I should be happy to be starting my life and they’re making it a living hell, if I knew I would be subjected to getting hung up on when asking for my account to be fixed and everything else, I would have just kept renting.

Last year, I refinanced my NewRez loan into a loan with a lower interest rate. Somehow in the mix, one of my insurance payments (escrowed) was not paid. The customer service rep patiently listened to my details, researched the issue and after I provided the documentation to her, she paid the policy. Friendly, helpful, efficient!

The person was helpful in straightening out the problem when I contacted them. I am a little disappointed that they didn't pay the home owner's insurance on time even though they collected escrow for it. And that they never contacted me when they didn't receive an invoice from the homeowners' insurance company. I didn't realize it was my job to make sure they make the payments they are collecting escrow for.

this company is a joke! billing statements are arriving within 3 days of the end of the month most recently on 1/3/22 with a due date of 1/1/22.Customer service is full of excuses I've been told no one in the office to mail them out, things were slow around the holidays are you kidding me. I'm done with customer service my next phone call is to the state Dept of Insurance+Financial Services as these companies need to be licensed to do business, I will be filing a formal complaint. My advice is to read multiple reviews about escrow accounts and other servicing problems then run the other way as fast as you can (multiple review sites besides google

This company absolutely wasted my time and I felt unwelcome and unimportant. It took at least 7-10 business days to get a response on anything or any task they needed complete. I was given a closing date and the day before I was to close they told me that I needed over $15,000 of liquid assets to close. THE DAY BEFORE! The absolute last straw came when NewRez ran a 2nd credit score check without my permission, which is illegal. They are unprofessional, unorganized, and have no customer service. I decided to go with Rocket Mortgage and 35 days later...my refi and loan was settled. Stay Away...if you value your time!

DO NOT USE THIS COMPANY!!!! My husband and I bought our first home in December 2017 and our original mortgage company sold our mortgage to NewRez in 2020. It has been a nightmare since! We just sold our home and is pending closing but now we can’t get another mortgage due to the incompetence of this company! We have four kids and will most likely be homeless. Why!??? When our mortgage company sold to NewRez they put our mortgage payments in a month behind!!!!! Therefore, 8 late notices were put on my husbands credit report from April 2020 through to December 2020 (excluding November). We have contacted them SEVERAL times and just get ignored. They even sent us proof we paid our mortgage and ON TIME!!! Yet all we needed was a letter stating that these late notices were placed incorrectly by THEM! I have still NOT received that letter so that my family and I can have a home. They’ve also raised up our mortgage every month!!!!! We signed to have a fixed mortgage rate in December 2017. None of this is legal and they are destroying peoples lives!!!!!! Our attorney will be handling this from here on out! We’ve tried the “nice” way. We will not be homeless due to incompetence of this company. RUN FROM NEWREZ!!!! 🏃‍♀️

0 stars not even 1. New Rez just recently bought our refi and I am already dreading it. We have made one payment and this is a nightmare. We had to file a insurance claim on our home and sent them a huge check that they are "to endorse" and send back. I overnighted the check two weeks ago, they signed for on a Monday, when calling 4 days later they "didnt know" where our check was or the paperwork. Called back and was told they still were not aware . Called again, the paperwork after two weeks has magically appeared. And they "scanned" yesterday. Now they tell me that it will be 3-5 days to process and then another 10 days to endorse and who knows how long it will take to mail it back to us. I have massive damage on my house and need this fixed ASAP before more damage is done and I have to file another claim. But they could care less. Definitely going to do everything I can to get away from this horrible company. After all the reviews I do not know how they are in business.

So unhappy with the mortgage company as my mortgage was sold not helpful or professional. Will not work with me on late fee assessed never late before will not reverse payment and process extra funds as a principal payment you should be working with your customers shame on you.

We refinanced our mortgage one year ago. It was sold to NewRez. With the interest rates much lower now we decided to refinance our current mortgage. Since it was now being serviced by NewRez we felt it would be the best option for us to refinance through them. Without going into the multitude of communication issues we faced and outlandish excuses we were given for the delays we discovered our refinance process had been changed to In-Active. At that point approximately 2 months had passed. Again we attempted to contact our loan officer by voicemail and email but received no response. This is only a brief overview of the problems we faced in our attempt to work with NewRez. Since we were unable to make contact NewRez and were very frustrated we spoke with the Mortgage Lender we used to secure our initial refinance. They were able to complete the entire process in 29 days, from the initial contact to closing. As I mentioned earlier this does not contain the details, excuses and frustrations we experienced in our attempt to work with NewRez in good faith.

I’m in the middle of multi month refinance that has turned into disaster. 28 days ago my official appraisal came in which was conducted in subpar fashion at best. New rez was initially very understanding of situation and said they’d investigate and review appraisal and conduct new one at no charge. Appraisal came back with missing rooms and square footage, “inadequate pictures” determined by loan finalizer, two of three comps were over year since appraisal. After initial phone call and email they requested for documented concerns. I’ve left over a dozen separate emails and voicemails. My loan officer hasn’t contacted or returned repeated contacts in over month. When I contact loan finalizer they keep telling me I must talk with loan officer who refuses to return contact. My rate lock has since expired and my loan status was changed to inactive. I never withdrew or cancelled my loan application. I reached out with concerns and was ignored for entire month straight while they let my loan application expire. I filed grievance with bbb and could not discourage people from using this company any more strongly.

New rez (Ocwen) is the worst predatory lender there is. They charged me monthly fees for over a year while refinancing my loan that equaled almost 800 dollars. When I asked them several times to forgive these charges they refused. I have a separate charge on my statement I refuse to pay. Then have the audacity to reach out consistently to refinance the loan again.

The absolute worst mortgage company to deal with. Called four times everybody gives you a different story. Even after speaking to supervisors they tell you they’re gonna call you back nobody ever calls you back. For some reason the company stopped my automatic payments never said anything I tried to get it straightened out and nobody can figure it out why or give me an answer. Would never deal with this company again.

I’ve been working with newrez Aaron Michelle and he has been great. Communication has been there and has helped me every step of the way . I would definitely recommend them to anyone. Great costumer service and continue to keep me up to date

Had no control as our loan was sold to them. Trying to pay off the last payment turned into a nighmare. We had autopay but the last amount was lower than the autopay amount so it couldn't withdraw it. Instead of notifying us, it waited and we ended up with a late charge and a penalty. Repeatedly asked for payoff info and instructions and none came until today, with no instructions on HOW to pay it as online system with Loancare won't work. They assured us that this woudl not impact our credit report and today, our hard earned score droped in the double digits because we were considered late. The damage is undescribable. Avoid if you can.

Impossible to communicate with this company. Their customer service phone line tells you they're too busy- call later. I tried getting a loan payoff twice on their website and got no response. That's why I'm trying to call them. IT'S IMPOSSIBLE!!

After suffering through a couple of very bad mortgage handlers, my loan was sold to NewRez, and for the short time it was with them, they did everything right! It was a pleasure after the bad experiences with the other servicers.

Support person was super helpful - congratulated me on paying off my mtg and confirmed that my escrow will be sent in a check.

Don’t do business with this company. We use them for our mortgage and they lost the first month payment which we religiously pay before it’s due. No one can account for that payment and it’s affecting my wife’s credit.

I am a brand new customer of Newrez. My mortgage was sold to this company. The mortgage amount is completely wrong. They have advised they know it is their error, yet it is not fixed. I will not be paying over $1000 more per month, it’s not happening. They are in breach of my purchase contract and I will be in touch with consumer affairs to place a complaint for terrible business practices and I will be refinancing as soon as I can without penalty. There are regulations to protect us and I will be pursuing whatever avenue needed. I did have an attorney for the purchase of my home and will be giving him a call if this is not promptly resolved.

Would give 0 stars if possible. They are collecting our taxes in an escrow account, but not paying them out. I've been calling for months and providing the tax notices we receive and every time I speak with very kind representatives but then nothing comes of it. Today a representative told me that their tax department is an "offline" department that cannot be reached by phone. Really? That seems all too convenient. I would never recommend this company- stay far, far away!!

I wanted to make an escrow adjustment and was having trouble with the website. The Newrez customer service agent knew exactly what the problem was (timing), took care of everything, and followed up with a text confirmation. Excellent service.

Since re-financing my mortgage with NewRez, the customer service that I have received has been nothing short of remarkable. The latest interaction I had with them was regarding my recent annual escrow analysis. They answered my question promptly and thoroughly. I would high recommend NewRez to anyone looking for a mortgage, re-finance as well as terrific customer service.

Subpar. If your mortgage is sold to this company best of luck getting any help. I had to pass along tax payment due dates, and verify with my city/town the taxes are paid. (read other reviews they don't do this well) They provide little to no mortgage assistance even if you have a VA loan. I have only had them as a mortgage servicer for 6 months and I would gladly take a 1-3% interest increase to not have to deal with this company. There has not been a single month I have not had to call them. Every time I call its a new story or not the same information I was told. I am starting to ask for everything in writing now for verification because there word means nothing. I lost my job back in Aug of 2021. I luckily was able to pay the mortgage up until November. I notified Newrez the day I was downsized and still to this day have no idea of what services or assistance they can offer. I have called and have been told 3 different stories. 1. We cannot help until you are 15 days past due- refused to transfer to payment assistance people. 2. You qualify for 60 day forbearance but you need to be 60 day late 3. Hardship letter-I just recently was told I could write a hardship letter- no indication of what can or would happen or what even to say. The biggest annoyance is they keep giving me phone numbers to call to get assistance. One was a sales company that helps lower auto insurance. Second one was to HUB who connected me to a local credit counseling agency. None of these business are connected to help with mortgage relief. This is a very stressful and depressing situation for a lot of people. The lack of sympathy and care is revolting. I hope Newrez, Shellpoint will learn from this experience, educate staff members on INTERNAL programs (create some), and provide better guidance to customers instead of telling them to call back over and over. If I could make this a 0 star review I would. Nothing they can or will ever create a trusting relationship. EVER!

I was trying to refinance my mortgage for about four months now. During those four months I found it impossible to get a hold of anybody at Newrez. My loan would change status but nobody would contact me with any information. I called and even sent emails but nothing no response. I noticed my loan status changed to inactive. So I asked for a managers email and would you guess I finally got a response. The manager said they tried to contact me numerous times these past three weeks. This is not true I never received any call or emails. Yet I have plenty of email I sent with no response from Newrez. Horrible customer service

I went through refinancing. After months of waiting and providing so many paperwork, I noticed my locked rate went up. When I contacted the newrez refinancing person and the underwriter as to status and the rate change, my refinancing and all my file went missing in line. I wrote to the company and online review. Then my refinancing loan came back online but it showed inactive. Then I received a call from Patrick, head of refinancing. He reviewed and apologized that someone dropped the ball. He said the agent will call me the next morning and he was not sure if he could re-open the case because underwriters may not open it. But he said he will check and get back to me and his agent from refinancing department will contact me. They never did. It is definitely not consumer friendly. I have no debts really and I was refinancing with the same company that I had (Newrez) and always paid on-time. You would think this would have been slam dunk. While my loan was sold to this company when I purchased the house, this company definitely does not have customer service and longevity to tackle its work and its customers. I am now looking to refinance again with another company. There is No I check and balance with this company.

I had a very long frustrating business deal with this company. I complied with everything they asked for that was possible. After speaking with several different agents the last one insisted I get a state certification for a lean to and steps. Theses 3 items are not attached to my manufactured home so I did not understand the need for this since it was the home I was trying to get the loan for. They continued to tell me they needed it at an expense to me of $400 plus. I finally agreed just to get the loan approved. I phoned the company they gave me only to be told they do not certify detached items. After explaining this to the agent they agreed I would just need a letter from a contractor to state these items were not attached. I then sent that but was told it would not do. They wanted the letter on the contractors stationary. Resent as they required and again it was refused.I then asked the agent if they would send me a sample of what they wanted. I was told at that time the loan date had expired and I would have to reapply. Now I have no loan and am out the money I spent getting the appraisal. I would stay away from this company.

Horrible horrible and unprofessional experience. Supplied them all the required documentation on time just for my process to be handed to someone else who didn’t communicated on time, could provide answers and even had to research things. Then the original “SALES” person took back the account and never helped on anything only to request more information. Their supervisor didn’t even tried anything but instead wanted to be out of the complaint. She stated that there was a certain law in my state regarding some needed information, I asked to dictate that law that she said there is in my state even though she was calling from Pensilvania and rudely replied you can look it up on your own. After verifying with another of their own agents and local bank there is no such law! Lol , what a lieing supervisor. No doubt about it that person lack customer experience, training to mitigate thing’s or even be a supervisor! Walmart or any gas station will give you better customer experience than with this people. I don’t recommend them for refinancing your house, your local bank does a better job. If I could give them a half a star I would but Google only has a full star.👎

The customer service rep did everything she could to solve my problem and did. It took a long time, but she stuck with me and fixed the problem while being completely courteous and pleasant. Thank you!

Don’t Use New Rez!!! Took ten months to tell me no on a straight refi and I had my mortgage with them. I just refinanced with cash out in 30 days with another lender.

There website is non operational. It give zero information regarding your loan. When you make a request for information to emailed, it has to sent to another department for email. If the website worked, I can access the information I need

I am a patient person but enough is enough. The refinancing should have been done by now with my new payments. 10 months in and there is no progress. Constantly asking for the same paperwork that has been sent over and over. Having my credit pulled twice. So far there is nothing but incompetency. I'm ready to do business with a different company. It's been a terrible experience so far. I don't think this company is taking the refinancing serious. I did not want to write this review but this needed to be done. So far the worst customer service experience I've ever had.

So far everything i experienced with newrez has been a positive experience. The people i have dealt with have been friendly and easy to understand.

This is the best company for you... If you want to work with an incompetent staff... If you hate for your mortgage consultant and loan processor to communicate with you... They WILL NOT call you. They WILL NOT return your call. They will not reply to ANY emails. They WILL CLAIM an escalated message has been sent but not follow through. They will request all sorts of documents with no follow up. If you want to gain patience.... This is the company for you. Wasted 65 days of processing and checking off the list for loan to go inactive.... Wait for it...... And guess what?!!! I kindly received no explanation. If you want to waste your time... Energy... And effort. Pick Newrez!!!! If you want to work with A REAL COMPANY TO ASSIST WITH YOUR REFINANCE CALL NATION LENDING. Wish I did 70 days ago. You're welcome! worth ZERO STARS

The service was great & went smooth. It would be a 5 star rating if not for the constant , too many emails happening now

The worst financial institution out there ... they make detrimental mistakes on your account that they won't fix. Don't ever let your mortgage originator sell your loan to these scumbags.

this company is a joke! billing statements are arriving within 3 days of the end of the month most recently on 1/3/22 with a due date of 1/1/22.Customer service is full of excuses I've been told no one in the office to mail them out, things were slow around the holidays are you kidding me. I'm done with customer service my next phone call is to the state Dept of Insurance+Financial Services as these companies need to be licensed to do business, I will be filing a formal complaint. My advice is to read multiple reviews about escrow accounts and other servicing problems then run the other way as fast as you can (multiple review sites besides google

They were able to answer all my questions and guide me through the refinance process. Very pleasant and professional.

AVOID THIS COMPANY AT ALL COSTS! This organization is completely incompetent. They purchased the mortgage on our townhouse in 2019. In October 2020, we applied to refinance. Because of multiple errors, confusion, and lack of communication on their part, closing did not take place for nearly 9 months--July 2, 2021. And on top of everything else, they don't even have the correct address for the property and claim it is my fault! The comedy of errors included: 1. A "drive-by" appraisal that undervalued the property by at least $40,000 based on a recent sale of an identical unit in the same building, and their refusal to have it redone. As a result, I had to pay several thousand dollars at closing to get the cost of the loan below the PMI threshold. 2. Having to deal with at least 7 different people, via email and phone calls, who frequently gave me conflicting information--if they even bothered to respond. 3. Having to submit financial and other documentation multiple times because of their repeated delays in processing the loan. 4. Despite repeated requests over the phone and corrections provided on at least one document I sent to NewRez, the company has managed to screw up the address of the property. USPS closed the local post office in 2019 and gave the property a new city and zip code. This was reported to the previous mortgage company, which had it correct, and was provided to NewRez, which had the correct address on the previous mortgage. When we finally went to closing, which was done out of state because we were traveling, NewRez STILL had the wrong old address! The notary public doing the closing called the company and was told they would take care of it after closing. This past week (8 months after closing!) I received a letter from NewRez stating that the insurance renewal had to be corrected because the city and zip code did not match the mortgage. I called and explained the situation to a clerk and supervisor in the insurance department, who told me it was my problem to solve and the only way to correct it was to provide them with a "E911" form from the local fire department. The local volunteer fire department has no idea what that form is, and the county emergency communications department hasn't returned calls. NewRez is now threatening to put a lien on the property for failing to provide insurance! Again, the issue was reported to them multiple times and they had the address correct on the previous mortgage. So, I guess I will be seeing them in small claims court.

Don’t ever have a fire loss with this company. They will make it impossible to deal with their third-party company that manages the reimbursements of your payments. They have changed their policies and procedures and have no flexibility. Their senior managers make decisions and refuse to take phone calls or emails. I have emailed the chief operating officer three times at the corporate offices and have not received a response from him either. If I could’ve given zero stars I would have

The lady was very helpful and helped answer questions I did not know about.

This has to be the worst company ever to utilize. I literally am disgusted with how poorly my re-finance was handled. I would not recommend this company to my worst enemy. The customer service is very poor and you are definitely not treated as their number one priority. After dealing with them for nearly a year on a routine refinance I was told they couldn't get it approved; after sending countless documents because they were taking so long and always said the time frame had expired. I am sorry I every wasted my time dealing with them. Don't put yourself through the misery of dealing with Newrez.

Absolutely terrible service!!!! Back in December 2020 I was contacted by NewRez about a refinance at a lower rate. (NewRez had my current loan). So I started the process in December with NewRez on a refinance... quickly, days went by, then weeks and weeks turned into months. During this time, I kept reaching out trying to get an update on where we were in the process.. I had two contacts (the loan officer and a loan processor) I kept trying to get a closing date established. Finally April 15th 2021 a closing (notary) agent came to my house and did the closing.. 5 MONTH process!!!! My mother and 2 sisters both refinanced their homes with other companies within 45 days.. So, now I have a question on the old loan concerning Escrow and a couple questions on the new loan.. I have left voicemail after voicemail and sent email after email with Zero response.... I would think that replying to a customer would be basic 101 training.. this company is the worse customer relations company I have ever dealt with... Unbelievable!!!!

Excellent Lender. Great customer service. Great website. Competitive rates. Been using them for 4 years thru 3 refis and couldnt be happier. Refi's usually get done in 4 weeks and they are always there to help.

please stay away if you can i made a payment for $2800 on the 10/1/2021 to my principal is 11days now the payment has not been applied. it was applied at interest and escrow, i am on biweekly. i was also reported that i am on forbearance which am not to stop me from refinancing. which i was not. I was charged double on interest, and double on escrow in i month. if you don't pay attention you will get scammed by them big time.

Zero customer service. I have been waiting to close on my residential property in New York since September and it's delayed because of New Rez. To this day, still no closing date assigned to my sale! Do not get a mortgage with this company or you will never be able to sell your property! It's shocking what they are doing to homeowners. I've lodged a complaint with the Consumer Financial Protection Bureau and with my state senator.

My mortgage was sold to NewRez and the nightmare began. I have a perfect on time payment record by ACH from my bank. I have paid on or before the due date for every payment. The nightmare started in April, when they did not apply my payment. I send proof of payment received letter reversing late fee and was told they had received the payment but that it was misapplied. This is now the 3rd time this year they have done this and it is now happening again the month. If you want to be constantly harassed by their collection agency for payments you have proof you have already paid and an endless runaround of excuses, the NewRez/Shellpoint is for you. I have filed a formal complaint after taking endless days off to get this resolved and dealing with the rudest people I have ever encountered.

Attempting to refinance since NewRez already holds my mortgage. Despite that I've gone through 3 loan officers who each have asked me to re-upload the exact same information. No one EVER returns phone calls or emails. Now my interest rate lock is expiring and rates have increased. I'm already out good money having the home appraised and other fees. Wish I'd never started here because now rates have increased so I will be stuck paying more no matter what I do now. Do yourself a favor and go elsewhere to start with.

1 star because 0 wasn't an option. This company is a total scam. Wasted our time for 6 months while the mortgage rates were low and they never got back to us. In the beginning they were very responsive but as soon as we signed the original contract they all stopped answering their phones and emails. When we called the support line they kept us on hold for hours and finally either disconnected the calls or kept telling us whoever is working on our case isn't available. They eventually gave our case to someone else to make us hopeful for a week and then they stopped answering our calls and emails as well. Don't fall into their trap and their original responsiveness. They're a scam! Updating my review to respond to their response to my review. At this point I have no faith in your company and honestly your response asking me to reach out to you is just an attempt to make other people think you actually care or try to give a good service. I'm 100% sure that won't get anywhere either and honestly I no longer want to do business with you anyways. I have 0 faith in this company at this point and can't trust it with my home mortgage either.

I currently have a NewRez mortgage. I have excellent credit and have never missed a payment. More than six months ago, I applied and have been conditionally approved to refinance at a lower rate. NewRez, however, won't finalize the refinance (as I said - this has been going on for more than 6 months). My emails and calls are now getting ignored. Their processing of this refinancing application has been very unprofessional. I would suggest any other mortgage company if you want timely and professional service.

I have had this company for over a year and nothing but problems. First they raised my bill 70 a month and I asked why and 4 months later no answer and no my taxes didn't go up. Second the made my account inactive so I can't pay a bill and I'm sure they will try to charge me a late fee. Last they haven't paid my homeowners insurance in over a year and I have been calling them for 5 months about it and it's always we are sorry will send it out then when I write tge people back I don't get an answer or I get we are away from desk we will get back to which never hapoens

They do not even deserve the 1 star. I had the Same almost exact experience as the person below me.This is the worst company to refinance with! Save yourself the time and headache. I started the process 10/1/21 and here I am 5 months later and nothing. They have too many customers and not enough processors. I have excellent credit and all my paperwork in order. No reason this should of been dragged out they way it did.The processor gathers your information and all your time sensitive paperwork and just sits on it and then u check on it and they ask you for the same information again since time has past and they need most current one. This happened to me numerous times. Tried to complain to the processing manager but he never responded to my email. No wonder his employees don’t care either. I just finally said forget it I do not need all this headache and time spent on this mediocre company. I rather give my business to a company that has a professional team working for them. I have also emailed the CEO of this company just now hoping he sees how his customers are being treated.

I’ve been with NewRez for a few years. They purchased my mortgage from my previous mortgage co. After they purchased the mortgage they did not pay the taxes for 2019 even though I had made the escrow payments. A lien was put on the house due to their failure to pay. I informed them of this months ago and they still haven’t made the payment. I can’t refinance due to the lien and NewRez is basically stealing $500 per month from me in interest payments. As soon as I get my lien cleared I am refinancing with Mutual of Omaha.

He was very helpful and answered my questions, gave me numbers to call and addresses for items I needed to mail in. Very good

I am having a bad experience as most people below have had.The company kept sending me letters in the mail to refinance since I already have loan with them which they bought from another company a couple years back. So I took the time to start the process. I started the process and here I am very disappointed. I do not need all this headache and time spent on this when they can check my loan and payments I have made with them. It will show not one late payment or missed payment. I have good credit and I thought I had all paperwork in order. Thought it would be a much easier process since I already had a loan with them.

This is a one half star not a whole star. My mortgage on my previous residence was purchased by New Rez . Since they held the mortgage, I thought I would look at refinancing with them. They charged me $650 for an appraisal because the home is now considered investment property. I have been played by them for six months. Around and Around we go them asking for updated information over and over again. It took them four months to tell me that my debt to income was too high. After discussion it was determined that they weren't including rental income but were including debt on rental property. According to them their underwriting guidelines changed. Then they told me that I was approved because the guidelines changed again. After weeks and weeks of no response they would reach back out say it wasn't working again. More internal changes. Then after me updating W2, bank statements for the fifth time, they said for me to just added my wife. With both incomes, it would be no problem. So we had to again update paystubs, W2, and bank statements only for them to say that it has been six months and there system has locked up and for me to wait 30 days for them to resubmit. However, if I was willing to pay three points on the loan they could put it through. I wish I would have read all of these comments regarding their company I would have ended this sooner. I waited patiently thinking that they were busy with refinances and new mortgages. Didn't care as much at first because I was told that the rate was locked and that I would be fine, plus I paid $650 for the appraisal. It appears animals don't change their spots or stripes. Not one to leave comments, but no one should have to go through this. I don't want this to happen to anyone else. Hope this helps someone. For those that didn't read before proceeding, I will be reaching out to the Consumer Financial Protection Agency. This has to violate several regulations, especially Reg. B

I had a massive problem with New Rez with my Mother's refi. They are now in the midst of working (very hard) to solve.

I started a refi application last November and it is now June of the next year. I had a customer service rep and his boss who were communicating with me. They checked my credit three times and sent me 3 closing documents and sent me three closing dates. The latest was two dates from last week. The appraisal was done and approved March 1. Only after I called the main customer service number today, after some time the person on the line said "I'm sorry to tell you your load has been denied due to income ratio. It took them 7 months to tell me I didn't qualify. DO NOT DO BUSINESS WITH THIS COMPANY. THEY LIE AND ARE NOT A REPUTABLE COMPANY TO DO BUSINESS WITH.

Bad service I was change from 15 to 20_30 after waiting to close over a month my file when to the under writer many times and at the last minute she said my income of 87000 a year was not enough. I went to another mortgage company income was varified instantly no w2 or paystubs needed Terrible company take your business somewhere else.

This is a terrible mortgage company. I ended up with them because I did not do a very good job vetting my realtor (who was a coworker) and did not shop alternatives. Big mistakes which costed me thousands in $$$. In 2013 when I bought my first home, I had not had a delinquency in 13 years. I had good income DTI and PTI almost no debt and had previously paid off a 48-month term car loan in 20 months and a 360-month student loan term in 93 months. As a first time home buyer who provided only 5% down, I had a credit score in the 750-ish range yet was somehow approved at like 4.53%, which was ridiculous but the rates were doing crazy things in Q3 of 2013. I put over $30K in upgrades including new windows, new carpeting, new closets, refurnished loft, new insulation, upgrading bathrooms and transformed the interior to be so much better than when I bought it. On top of that, I paid $26K principal-only in 2016 to get the balance down. At the time, I owed like $105K and the original purchase price was $145K and I requested to get the PMI removed. Yet in order to do that, they said I had to pay $600 for an appraisal which was ridiculous. So I paid the $600 to get the appraisal to get the PMI removed. At that time, I also wanted to refinance to a shorter term. They requested that I had to pay another $600 to do another appraisal because they could not use the appraisal that was used to remove the PMI [!!!]. I very grudgingly did the second appraisal because I wanted the lower rate and term savings. They approved me for 3.61% rate which was garbage because of my high credit. Other companies were offering in the 2.3% range but large fees to transfer the loan so I stayed put and took the 3.61% for a 15-year term and no PMI. Just over four years into my 15-year term, I was working hard at getting it paid in full. At first I would mail in large payments and they were getting processed fine. Then I tried their website and that worked fine at first. Then one day, I tried to do a principal only-payment. Yet the website would not allow it this time unless I included the next month's payment. That was ridiculous since I was never late on anything. So I submitted the principal-only payment plus the next month's payment. Since they forced me to pay the following month's payment 2 weeks early, I wanted to make sure they were not going to charge me twice for the same month. I logged onto the website and it said I would not be charged again until the following month (over 5 weeks away). Just to make sure, I called their customer service the automated system did say no mortgage payment for 5 weeks. So at the end of the month, I got this automated email saying we are getting ready to charge you this month's mortgage. I called customer service and told them to stop it because I already paid this month's payment. They said there was nothing they could so and to call my bank and get them to refund the bounce check fees. My bank refunded the bounce check fees but never informed me that NewRez was blocked. When I called NewRez to make my payment, the customer service rep would say to go online and make payment and not inform me that there was a block on my account and I was never able to make payment despite having more than adequate funds. So I kept getting one bounced check fee after another. I even went straight to the CEO and not no response. A few months later, I paid my mortgage off free and clear and this nightmare garbage mortgage company is history for me. They should however still pay a regulatory price for their deceptive and unethical practices.

Refinancing through NewRez was an absolute nightmare. I knew I should’ve run when I first called them and was told they could lock me in it 2¼%, but my loan officer couldn’t get back to me for two days because they were busy, and rates went up to 2.99. He apologized and said they would take 1500 off the closing costs. It started as a good loan, and I was assured they could do this. Every time they asked for documents, I had the documents to them within ½ day. After about a month, they started asking for the same documents I had just recently sent them. I was told that they did have one of the documents, but I needed to resend the other. About a month later and they’re asking for the same documents. I complained that I already sent them but was told that they had to have them for me to close. We sent everything again. It wasn’t even two weeks later, and they’re asking for the same documents. I was pretty upset at this point and threatened to go to my loan officer supervisor, and lo and behold, we figured out that what I thought I was sending wasn’t what they needed. The loan officer who was supposed to help me was utterly useless. He could never respond with simple questions like how long I should expect this to take. I asked him a question, and he didn’t have an answer. He said he would find out and get right back to me. Several days later, I called, and he responded that he didn’t call me back because he didn’t have anything new to offer. The person who was supposed to help me collect documents evidently didn’t know a proper document from an improper one. Her job just seemed to be to ask for documents, and after that, her responsibility ended. The person who finalized the loan didn’t feel it necessary to tell anybody why he rejected the documents. Every conversation began with the same line.“We are sorry, but we are really busy, we know it is not an excuse,” but in the end, it’s the only excuse they had for six months. After five months and we finally had the documents all sorted out. I received the final closing documents for review, and all of a sudden, my closing cost doubled, and the cash I was hoping to take out decreased by 1/3. I was told this would happen because my appraisal came in lower than expected. The appraisal had been presented to them over four months ago and was quite a bit higher than I had told them that I thought the house was worth. It was a lame excuse because they couldn’t admit they made a mistake. I was informed that they would have to do a credit check again because it took so long. My credit rating would take a hit because they couldn’t do their job. I took the opportunity to check with other loan agencies, and lo and behold, I got a better loan, and from the start, to finish it took 28 days. If they are this terrible processing a loan, imagine how bad that be when there your mortgage company.

We have had our loan with this company for years because it was sold by our bank. When we tried to refinance earlier this year we were denied and never informed until months later when we began the process all over again. Then, after them saying everything was good and we'd be closing in two weeks, they denied again. After making several attempts to contact the loan officer, i have yet to receive a phone call or email in return. DO NOT USE THIS COMPANY! We're taking our loan back to a local bank.

Our mortgage was bought by New Rez last year. We received a form asking how we would like our tax payment handled and we checked we wanted a check in December to pay our taxes by 12/31. We never received a check so paid for the taxes on our own. New Rez web site showed they would pay the taxes by 1/31/2021 so our town ship held on to the check we gave them. New Rez NEVER paid the tax bill, we would have been delinquent if we had depended on them. I tried contacting them by using a form on their web site, by e-mail and by phone and no one ever returned any of my many e-mails or calls. Finally in April we received a check for the amount of our escrow. We are paying off our mortgage in the next month from savings just to get rid of this company. Doubt we will see our escrow money for a long time after reading some of the other reviews. Good thing we are not desperate for it.

This was my initial contact regarding a problem that will take some time to resolve. Hopefully the next steps will go as smoothly as this phone visit.

Had an issue when my mortgage servicing was moved; basically, a payment sent to the prior servicer wasn't credited to my NewRez account in a very timely manner, which I did not want to risk leaving unresolved. NewRez customer service resolved the issue promptly within a couple days. Good on them for being responsive and easy to work with to get this fixed.

Who is in charge of sending mortgage statements every month? Why can't you get them out on time? Worst company I ever dealt with...looking to move my mortgage somewhere else!

We refinanced with this company and it was the worst decision. It has been endless problems from real estate taxes not being paid, to overcharging PMI, charging escrow twice, to not providing appropriate documentation at closing. We are constantly having to follow up and all the people we talk to seem to be brand new and have no idea what they are talking about. It has been such a hassle. Go with literally any other company and save yourself the headache.

I called to inquire why I was informed my escrow was short twice in two consecutive months since I paid the shortage after the first notification. It was explained that my homeowners insurance premium had gone up after the initial escrow shortage had been paid. This required the second escrow shortage notification. This explanation satisfied me.

Leslie Hicks did a great job finding and sending the information that I was after. She had a smile in her voice throughout our conversation. Thank you.

Abysmal experience. 4+ months of the runaround; dealt with 4-5 staffers there. Loan # changed mid-stream, long drawn out process that went SO long that our locked-in rate would expire, and we would be asked for the documentation all over again. Repeated requests for the same documentation that we'd already provided, the previous month. Over & over. Finally after 4.5 months, we were closing. The notary left within 5 minutes, because the top summary page showed a product that we had not asked for. Many, many times I repeated this (since we dealt with so many people there!): traditional, fixed-rate, zero points. They slipped in 2 points without informing us ahead of time. We're done. Considering taking legal action due to the opportunity cost here. While we waited for them to get our of their own way, we could have had a decent rate with another lender. I don't know what their end game is, but they should not be soliciting customers already mortgaged with them, as they clearly do not want to do these re-fi's. I guess there's nothing in it for them. I am only mortgaged with NewRez because my previous lender sold the loan, as lenders do. But I won't be mortgaged with them for long. I can't do business with a company that operates this way. Abysmal. What a waste of 4.5 months.

Well my initial contact went well with the person that I reached out to for a refinance and I’m grateful for that. But after that my experience has been not so good. I’m currently still trying to refinance with Newrez, I submitted all my information gave them all the documentation they needed they said everything has been approved my EZ portal has been closed. I’ve been waiting two months, no one contacts me I have to call over and over again to possibly get information, if they do reach out to me they send me a generic message then they ask for updated bank statements because it’s been delayed so long. I actually began to think I was being scammed and just maybe I was sending information to someone claiming to be NewRez, that turn out to be not the situation. I understand that they may be very busy and there may be a back log or high demand for Refinances but lack of communication and transparency really is unexceptional. Hopefully I can close this deal because everything is monitored during a refinance I have had to put a pause on some important opportunities. NewRez is my current mortgage holder and that experience has been well for the past 8 years.

December 2020 NewRez taking advantage of their good paying customers. The service center is flooded with calls by people like myself who pay their mortgage every month by mail and noticed that they have not received confirmation that their payment had been processed as of late fee day. Upon calling people are told that USPS is running slow and that, I'm sorry but unfortunately you will have to pay the $30 late fee. Merry Christmas folks and thanks for the extra $30 this month. Update 1/30/21 My first contact with the service department initiated my review. The person I spoke with was rude and unhelpful. It seems she was overwhelmed with calls from people in my same situation and I imagine many were not very friendly. I too was irritated with the whole situation. I spoke with two more service people after this initial contact both were very helpful though the first failed to notify me of the Non Sufficient funds fee that would be applied if I put a stop payment on the check they had not yet processed. The last person I spoke with was able to waive the late fee and suggested contesting the NSF fee which I later did and it has also been waived. Though this has been quite a hassle everything has been resolved. First world problems I guess.

These guys bought our mortgage. As a mortgage servicer, they were fine. We made the mistake of pursuing a refinance with them. The thought being, they already knew us and our property. It's not a new risk for them. It should be easy, right? We get a lower rate, and they get closing costs up front. Win, Win. Well, they were terrible, at every step in process. They didn't respond to calls and would go months without communicating expect to ask for more bank statements. Our original rate lock expired due to these delays. Then they sent us a new disclosure with the same rate... But the sneaky crooks added points to keep it the same without telling us. We were almost fooled. Just unethical. You are probably thinking we were bad candidates. No. Excellent credit. Plenty of capital. No new debt. Same employment. Long story short, we went to a local broker and closed in about 45 days. But by then rates had climbed. New Rez costs me thousands of dollars. If I could leave zero stars I would.

Very shady company, in process of selling my home and they will not give me a payoff over the phone. I have been trying to get ahold of a supervisor for over a month. Finally sent an email and got a call back. They told me that I have to pay $50 per account to get a payoff by mail only!

Our old mortgage company sold our loan to NewRez, so we had no choice then to be with them. I’ve been trying to refinance our home with NewRez since AUGUST 2020!!! They’ve pushed us off from person to person always asking for more information. Then finally we seemed to be in the home stretch & now I’ve gotten the same automated email stating that they are, “Sorry about the delay with processing your loan. We are all working collectively to get your loan set for closing as soon as possible. We appreciate your patience.” In the meantime, it’s been 9 months & 2 credits checks laters!! And we still wait.......

What ever you do stay away from NewRez. They haven't been able to pay my hazard insurance correctly out of escrow forcing me to pay the insurance directly to keep the policy from lapsing. Followed by a letter from NewRez's insurance department demanding proof of insurance. Between NewRez and Shellpoint I feel like I am dealing with a company run out of someone's basement. Update: after submitting copies of my insurance declaration again received an email saying they would review it and respond in 72 business hours...guess what happened after 72 hours. Nothing. Not even an automatic email saying they are working on it. They are still failing

Total scam company with terrible customer service. I paid 800 for an appraisal to refinance my loan (already with NewRez) and they never got back to me and moved my application to inactive status. After multiple calls, I find out my appraisal value was below market price (the process is a joke as I had another appraiser value the property 20% higher)! Either way, no communication from the loan officer. I had to leave multiple calls and messages. I will move to Rocket Mortgage or SoFi! Please avoid at all costs.

Been with NewRez for over a year and just horrible. They took too much out of my escrow. My taxes were supposed to be around $1600 and they took over $3800. To make matters worse, they overdrawn my escrow and they never paid my taxes. Just horrible customer service, please safe yourself the problem with dealing with this company. Just aweful. Maybe they'll have it solve time i pay off my mortgage. I reached out to this customer email and no response. Just another lie by this company.

I would not recommend anyone to use this company, completely unprofessional!!! While rates were at an all time low I decided to refinance on one of my rental property, I figured I already have an existing loan with this company so it made sense to stay in house. Boy was I wrong and paid dearly!! I’m seeing other investors closing on refi’s in under a month during the pandemic. I was instructed that I had a two day window to submit and sign all documents “ASAP” in order to lock in my rate, which naturally I got done. It took WEEKS before anyone got back to me and that’s only because I sent numerous emails asking what’s the status. They would email me back saying everything is good to go not to worry should be finishing up soon. Fast forward MONTHS later at this point I completely forgot I even started the process we are now 4 months into 2021 they need me to RESUBMIT ALL my documents and my updated tax return. What a JOKE🤦‍♂️. My thing is they should have been upfront from the beginning in letting me know without the 2021 tax return we honestly can’t proceed, that would have given me more than enough time to shop around and find a better company that can get the job done. NewRez/Shellpoint is unreliable, unprofessional, very sketchy company I would think twice before trusting this company with something so important. Definitely shop around for a more reputable company.

I wish I could give this place ZERO stars. Anyone who is looking to work with this company, make absolutely sure you understand they are a COLLECTION AGENCY. We refinanced and they purchased our mortgage and I have never been so disgusted. I immediately set up recurring payments and the first one did not go through. No email, nothing, until I received a nasty letter in the mail about not receiving my payment and we would be sent to collections. You would think as a critical thinking customer service oriented organization, someone would see that and give us a heads up since this was the first time dealing with the company. Obviously, we are not delinquent mortgage holders or we would not have been able to finance. THEN, we received a notice that the hazard insurance wasn't paid and they purchased some for us at a significantly higher expense. When I called my loan officer, they were mortified and ALSO had a difficult time getting through to them. I am paid through July 2021 and they chalked it up to a "glitch" in their system. I have scheduled recurring payments TWICE and they do not go through so we get back from vacation to a letter stating our mortgage is late and we have been turned over to collections. With an 815 credit score and an impeccable and responsible payment record, they will be assisting my attorney with any issues with my credit. I will now manually pay my mortgage since they seem to invent glitches in their systems to screw customers over. BUYER BEWARE!!!!

Refinanced my house with them recently and wondering if I made the right choice company appears shady. They have been sending tons of letters for insurance on my mortgage and sold my information. Be ready to receive tons of junk mail. I just hope that they are a legit company and not have to loose sleep for the duration of the loan. So be warned you will be getting tons of junk mail compliments of you NEWRez.

These one star reviews are completely accurate. I have had almost the same experience. If you can avoid this mortgage company. DO IT! My mortgage was transferred to them a few years ago. Then I did a re finance after that. Recently wanted to re finance to drop my rate. OMG. Started the process in July of 2020. Still not done yet. They even sent the title company out and signed the paperwork. Cant get a hold of anyone. No managers anything. There have been 4 processors. ???? They make contact through e mail then ghost me. I am concerned now that i will not be able to get the better rate due to the time this is taking. Not to mention have asked for a supervisors phone # or e mail. never get. Is this a scam???? Am i going to loose my house? Stealing my identity? Why are all the responses to bad emails computer generated? This is an update....... still no closer to closing. I have the impression that this company is just taking and selling information. I have yet another processor who has ghosted me. How they have 3.9 stars is beyond me.

Horrible, I would never recommend them. At this point, I will be researching other companies. Was trying refinance with them as they are my current mortgage company and the process has been a daunting one. It has been since August 2020, and we still have not closed on the refinance. Communication, none. Trying to get someone on the phone is like never going to happen. PLEASE DO NOT DO BUSINESS WITH THIS COMPANY!!!! 2/2/2021- Just an update, I replied to their reply and email as they suggested about a week ago. And still have not gotten a response. My rate expires 2/4/21. Still have not closed.

My loan was sold off this incompetent company a few months after signing on my home. They have been a pain to deal with ever since. They messed up my first year of property taxes right off the bat, horrible first impression. I received an escrow overage refund check after they paid the first installment in September and I HAD TO REACH OUT TO NOTIFY THEM the check I received was not right and was for way too much if everything was paid correctly. I was nearly late paying my second installment in December so I had to do it myself. Then, to catch up my escrow balance they started pulling more money from my checking account WITHOUT NOTIFYING ME. ABSOLUTELY RIDICULOUS. I decided to refinance with another company that will be keeping my loan and actually knows what they were doing. This company didn’t even fight for my business and offered me a horrible rate in rebuttal to what the new company offered. DO NOT DO BUSINESS WITH THIS COMPANY. THEY DO NOT CARE ABOUT THEIR CUSTOMERS. YOU ARE A DOLLAR SIGN TO THEM.

I agree with the other 1 star reviews below. Save yourself the hassle and do not refinance with NewRez. I was told it would take up to 60 days. I have been in process of refinancing since November and it has been a nightmare. They lock you in quickly and once they get your signature they do not respond to any emails or calls. My refinance was suppose to be on 1/22/2021 and I have emailed 5 times as well as called. No response from NewRez. I will be looking to refinance elsewhere.

HORRENDOUS customer service at best. They'd been our mortgage company for over a year (not by choice, they bought out our previous mortgage company) so we decided to attempt a refinance. Started that process in October 2020. After having to constantly contact them to see how it was progressing and sending requested documents multiple times (does one department not share with another??) we get the "Congratulations, you've been approved" letter in January only to then be denied in February. Sadly our loan officer NEVER bothered to inform us of that, we only found out once I reached out to the latest employee we had dealt with 2 weeks prior. Save yourself the time/sanity, shop elsewhere.

This company is poorly run and has terrible customer service. I had an automatic payment that didn't go through due to a snafu...when I contacted NewRez to make the payment, they directed me to wire transfer the funds. They never credited the payment. After about a dozen calls and emails, I was told by a manager told me they don't take wire transfers. Despite having documentation of their instructions to use a wire transfer, and of the transfer being made and never credited, they dinged my credit 100 points. I spent months trying to get my credit restored, to no avail. In short - if you have a problem, it is impossible to get ahold of a real person and if you do, they give you the wrong information or just say there is nothing they can do to help you. Strongly recommend you avoid this company.

Awful company!!!! Stay clear while you still can. We recently had to file a home owner's claim with our insurance. We had water damage throughout out house. The claim was under $40,000, however Newrez had us send the checks to them. After this process they would be the ones to sign the check back to us. After 2 months and the contractors stopping the job due to not getting paid We received the checks. We called several times to check status on the checks. The customer service is awful and the ppl just don't care. They act as if it's a burden to them to actually work. We are looking into refinancing to get away from this awful company.

Terrible company... I submitted my application for refinancing last year. Provided documents to them on multiple occasions, went through 3 loan processors and there hasn’t been any progress. I’ve allocated time, paid for an appraisal and went through the trouble of having to follow up with them on multiple occasions... never again. Stay away from refinancing with NewRez.

my original loan was sold in March 2020 to newRez... NewRez kept putting me on a forbearance which I NEVER requested. I'm on autopay, never have missed a payment. Their staff is nice but incompetent. Now my house payment has increase to over $300! NewREz states its due to increase in anticipated escrow...Seems quite high to me. I don't trust this company! Refining with another company, can't wait to ditch NewREZ

Horrible. The complaints I've read are basically all the same problem. Very unorganized. We were actually doing some of their job. Spent probably $100.00 on faxing paperwork and then no one could find it. Put they get that $650.00 and the apraser had to come out again because of there lack of keeping paperwork.. We thru the towel in. Our nervous are shot. Thank you for nothing.

I have everything in order for a refi and apparently there is a problem with not one but 2 loan processors. March 1 I contacted them to start the process. May 11 still no word. Emails call and texts don't work. Run away from them. Update: They still haven't contacted me. The worse part is the email that I received today from the loan processor Toby Sullard saying that he has never been berated like that and is sending it to corporate. Good luck Toby. They don't care. June 2, 2021.

This is the absolute worst place to try to refinance ever. Took over 3 months and I finally gave up on this company...to which I finally refinanced with a different company amd closed all in a period of 3 weeks. Customer service and responses are nonexistent and the emails you do get are from a different person every single time repeating what the pervious one said. 4 months later I finally get a rejection letter stating my application was denied . I have an excellent credit score and zero debt besides my home. Five your business to someone else unless you have lots of time to waste. I would have done 0 stars....but it wouldn't let me.

We had a good experience initially with this company but their handling of escrow is absolutely terrible. We called to let them know that we would be switching home insurance months before escrow disbursement and were told they'd put in a note so payment wouldn't go to the old insurance company. We electronically forwarded the new home insurance info and old insurance cancellation notice within hours and were told everything was all set. Months later, despite submitting this paperwork now multiple times, we continue to receive concerning letters from NewRez (notices/final notices) regarding the need for and the possibility of them obtaining low value insurance on our property. As of yesterday, our new insurance company still has not received the premium. Despite this, NewRez's most recent letter stated that two disbursements may have gone out, resulting in an escrow shortage, while again requesting the same cancellation paperwork we have already submitted several times. They also noted it was our responsibility to request a refund from the old insurance company despite literally all of the above. It was a very simple process made very complicated for no reason. ***After everything was settled, we were charged $3 out of our account for no reason. We didn't even fight it, they are too incompetent

I absolutely 100% would NEVER recommend this company to anyone!!!! Unfortunately they already have my current loan so I just wanted to refinance my home. (We had a baby due in June and it was important to get this done before I went on maternity leave because of corse it would be a problem that I wasn’t working right?) As of right now I am on my 5th loan processor and 7 MONTHS IN. Just to refinance a loan they already have!!! I have spent over 1,000$, my fiancé and I have had our credit ran twice! I was told in May they just needed updated pay stubs and we’d be good to go! Today we are Now 7 months im told last week we were just waiting on employer verification (I guess the pay stubs once every two weeks isn’t good enough) then I get an email today (from my new processor) saying my appraisal is expired. ( May I add that they choose the appraiser. Your not going to tell me they don’t get a percent of my 500$) It’s literally been something once a week with these ppl! Not all at once it’s after they tell you they only need one more thing to complete everything then boom they need something else! I’ve needed a appraisal, a engineer certification (twice because the first one was good enough until 3 months later when it wasn’t ?) pay stubs, employment verification ( I’ve never heard of a company needing to personally contact a boss) they’ve asked for the same paperwork every other processer. It’s been nothing but a headache and today I finally told them I am done. I do want to add the only person that has been upfront, called and returned my phone calls was a gentleman named Celestin Kane. I only wish he was my processer and not my mortgage consultant.

NewRez is currently servicing my loan and I initiated a refi with them in Oct 2020. 9 months, numerous phone calls, e-mails, different people, etc. later and I am still waiting. Now I can’t get a live person or anyone to return a phone call or e-mail except for sales e-mails and phone calls asking me for my businesss to add insult to injury. The worse experience ever around a loan. Highly recommend to take your business elsewhere as dealing with them is a massive waste of time that may be for zip.

Horrible!! Unorganized, terrible customer service! We changed insurances and they are not comprehending after 4 phone calls explaining to them they still have 2 insurance policies on our account even though they have been sent documentation that the one was cancelled and the new one we paid in full up front! Been a month now keep calling and being told escrow analysis takes 7 business days, well today is 10 business days and i call and it is still not fixed and was told another 7 to 10 business days which puts us right at our due date for the next payment. Just absolutely ridiculous DO NOT use this mortgage company they don’t even deserve 1 star

After refinancing, our loan was transferred to NewRez LLC. What a nightmare that turned out to be. As a first time home-owner I had no idea just how good we had it with our first mortgage servicer; I thought it was a pretty standard thing...send a check every month, and you're good. I had no idea that some providers actually make it their mission to make their clientele miserable. NewRez taught me it is possible for a company to truly be terrible. They taught me the reason one should avoid a mortgage. They will send letters warning you that they're going to take out hazard insurance instead of just taking the verification from the insurance providers. New Rez actually billed us 46.29 for an 8-day period of time following transfer of the loan (for a period of time that we didn't even realize they were our loan servicer). After receiving verification of insurance on the property from MONTHS prior, they still took out the policy and billed it against our escrow. It's amazing to me that a financial services company doesn't have staff capable of providing....financial services. I'm not really sure why NewREZ, and it's owner New Rez Corp feels justified charging interest on a loan they are to service when they aren't actually capable of providing the service. Thank God we had the ability to get out and away from this incompetent group. I feel so bad for so many who could never do that. A terrible company....probably why they have to change their name frequently and split the company into multiple management groups. It's pretty good thing for them, they get to own the loans of people who have no choice but to acquiesce. If you learn your loan has been taken over by this group, I STRONGLY encourage you to dig up ALL insurance policies you have and get them sent in multiple forms BEFORE you start getting all the warning letters from this company. Don't assume that validation from your insurance company will suffice-it is clear the company scams its clientele by stealing from their escrow accounts to purchase duplicate policies to protect the assets of their clientele. It is true you can not choose your mortgage provider; but it is also true that you can proactively overwhelm their management team by calling them and emailing them and verifying once, twice, thrice and then probably more to ensure they get the message that you do, in fact, have hazard insurance. It's impossible to get a mortgage without hazard insurance, so, it should be pretty simple for a company to understand the clientele that have loans transferred to them do, in fact, have hazard insurance. Furthermore, it seems completely unscrupulous that NewRez would feel compelled to take out a hazard policy to cover 1/22/21-2/02/21 on 5/23/21. I guess this must be an important policy within their retrospective claims department. When you find out NewRez is managing your mortgage...be warned, you have much to worry about. Note to NewRez if there is some half-hearted reply slapped onto this review telling me to email the claims department, I'll respond by posting three more negative reviews detailing my experiences with the claims department; my advice to NewRez is to just let this one linger unanswered...that is the M.O. that suits this company...the M.O. that best represents the level of service the client should expect.

We started the refinance process 11/16/20 and was just told we need to start over. No one ever responds to emails or phone calls. We turned in all the required documentation 3 times and now once again everything is expired. We were just told they need to pull our credit report again, submit pay stubs again and get an appraisal again that we already paid $400 for! Awful company .. DO NOT USE!

My mortgage was sold to this company a few years ago and has been nothing but problems. I pay additional principle every month on my loan and every month they screw up this additional payment and take it from my next months payment. Last month I called and demanded to speak to a supervisor and explained the situation. She repeated back to me exactly how she was handling it and that she had made notes to correct this so it never happened again. Well I received my statement today and it was wrong again. And this time they credited my payment for next month which hasn’t even been paid yet. I will wait and see how they handle that. What a disaster. I haven’t shared this with others and hopefully saved others from this same mess.

This is the worst experience I have ever had with refinancing with this company. It has been 3 months since I started the refinancing process with NewRez, and they are the original loan company that I have my mortgage with. My rate expired, and now my application is 'inactive.' What happened to the customer service? It takes days to get someone to respond to my emails, and more often, no one responds; however, when they do, they don't answer my questions. I paid the appraisal fee in September, and I still can't get through this process. I need to switch from this mortgage company, I guess my business isn't worth anything to them.

I’ve had a mortgage that was bought out through new Rez and after a year or so I applied to refinance since rates were so low. After applying to refinance 5 mos went by before they even verified my employment. It was such a terrible experience that I’ve never dealt with, them telling me they needed more info even after I sent everything they requested and said all was good but because months kept passing they just kept asking for more of the same documents saying there was an issue on their end but all was good. I finally said I had enough and wasn’t sending anything else. It was a loan they already had and NEVER paid late. The fees they charge for everything, even asking for a pay off. I’ve dealt with several mortgages as we own rentals but by far the worst company to deal with.

I contacted someone from NewRez to refinance, until today he has not reached out back to me as yet. I tried again because rates were at an all time low. I had the pleasure of working with ANDREW STOUT, from an office in Maryland. He was very professional, speedy response to emails {no matter what time is it, day or night} and phone calls. Highly recommend him if anyone who is looking to refinance. I was very impress because during my process of refinancing I read 90%of the reviews and little did you know they were all negative. But I had no choice but to work with them because they held my mortgage. Fast forward my nightmare came through, I paid for my appraisal and NewRez included it in my closing statement as well. After getting approve I was contacted by KARISSA BOUCHARD, that she will be handling the process until closing. On closing day, I had a question about my appraisal fee which was not suppose to be in the closing statement, I informed her numerous times and she said don't worry it will be credited at closing. On closing day notary person said he can not do deduction he has to collect full amount mortgage company stated. So I tried reaching out to KARISSA BOUCHARD, after several attempts, her response was "THAT"S NONE OF MY BUSINESS" But many thanks to Andrew Stout who has been exceptional

Unfortunately, there is not a rating of zero or negative stars to demonstrate the horrible customer service. Don't be fooled by whatever they try to sell you upfront. They failed to pay our homeowners insurance premium after escrowing for it. I found out and had to pay the premium only to have them pay it a second time after I had already provided proof of payment.

I have never had worse customer service with any company, ever. For months, I have been in the process of trying to refinance with New Rez but my calls and emails remain unanswered. They keep running my credit score, which affects my credit, but they cannot be bothered to call me back to let me know what they need. I wouldn't recommend this place to anyone.

Trying to refinance my mortgage has ended up being a nightmare. The start was acceptable, however, on the day before closing, I had to send shouting emails to get my final paperwork to review and being the analytical person that I am, I had questions about the numbers. And, I had questions about how the actual closing would take place when I didn’t want to do so at my house as they had insisted initially due to practicing social distancing and not allowing a complete stranger to come into my home since I live alone. The day before closing my loan officer, John Capra starts talking over my concerns, he belittles me when I’m trying to get an explanation of the numbers. I didn’t understand how their payoff amount could be $700+ higher than my August mortgage payment statement. Then I finally get an email showing the detailed numbers. However, how can there be $700+ of interest accrued over 5 days when I wasn’t pay but about $500 of interest MONTHLY? Total lack of customer service and lack of respect with the mortgage representative, John Capra. John did call back but the others involved NEVER called back and still today, on the scheduled closing date, I still have no idea how closing is going to take place and who is doing the closing at my house. The title company in Dallas has NOT BEEN VERY responsive either. If you totally understand and don’t care about what they do and don’t want to review your final paperwork before closing, then go ahead and use them. However, if you are concerned about the detailed numbers, then be prepared to go through what I did. Not a pleasant situation the day before closing.

This is an update to the post below. A NewRez representative followed up with me after posting my Google review below. They took the time to help me sign up for my online account and I they answered by original problem of how to go paperless. (Note that I had tried using my online account to solve the issue initially but it appears I was only viewing some type of abridged version of my account through what is probably an outdated portal, but it had "NewRez" all over that portal--so I'm still a bit confused as to what was going on there). So I very much appreciate the effort they may to correct things. So I'm changing my review from one start to three stars. I'm going to keep the a modified version of my original post (see below) as it was still much more difficult to get this issue resolved than making a single phone call. ======= ORIGINAL POST NewRez recently began serving our mortgage from another provider. They did do a good job in letting me know that since I was set up for autopay that I would not need to change anything. However, I began receiving paper statements in the mail indicating I needed to pay. So this was confusing. Once I found I didn't need to send in a payment by mail I tried to call to have them stop sending paper statement. They connection was so HORRIBLE and the person answering had such a think accent I could not communicate with them. So I tried to call a second time. The line connection was still poor and the second person was harder to understand than the first one. Then I get another mailing telling me how to opt out of having my info shared. With my old mortgage servicing company I would call toll free number and select a couple of options and opt out. Even though the mailing stated to call their toll free number and to "follow the prompts", you have to listen for about 3-5 minutes listening to information that isn't relevant to opting out, then there are no prompts for opting out.

I dont usually do reviews, but if I could give zero stars I would. We just refinanced and NewRez LLC has taken over our loan. They have not paid our property taxes that were due 12/2020. It is now 4/23/2021! It took 3 times to call them for them to even figure out they should be the ones to pay the taxes!! I have had to call 6 times and talk 2 two different supervisors while being on 45 minute holds or told a supervisor isn't available. My property is being put up for a tax sale and the taxes are due on the 30th. They knew this urgency and sent the money via USPS without tracking, instead of FedEx overnight. I have been told i would get confirmation they sent the payment. They see it in the notes and I was not notified. They just sent the check on the 15th and my county has not received it. I ask for them to cancel the check and resend overnight via FedEx and they said they can't until the 30th, which of course is when the payment is due. Do yourself a favor and save yourself a headache and stay away! Best of luck to anyone looking!

Update: Don’t be fooled by the BS comment below from NewRez. I have since emailed their “customer care” team and once again gotten no response. I have an email tracking software, so I know it has been read but no one has even bothered to send a “we’re looking into it for you” email. NewRez stole $1700 from us. They “paid” our property taxes to the wrong lot last November. Since then we had to pay $1700 out of pocket to avoid the city placing a lien on our home. 5 months later, still no reimbursement for the money they took out of our escrow to pay someone else’s taxes. We call their customer service line every week now and get the same response (from supervisors) “it’s out of our hands, the tax service we use is looking into it. Please wait 30 days”. I am at a complete loss as to what to do other than blast them on the internet. We are in the process of refinancing now purely to escape this godawful excuse for a servicer. If you have the choice, run. This company is absolute garbage.

Very similar experience as Amber Krotz’s review and agree this company should receive 0 stars. We were notified by the county in late August that our school tax for 2020 was past due, which prompt us to call NewRez right away. The letter clearly stated that if payment was not received within 30 days it would be sent to the local attorney. This was all scanned and emailed to NewRez and they assured that it would be taken care of right away. Well the 30 days had passed and NewRez never cut a check, which lead to over a dozen calls and getting the run around that “it’s being looked into”. Finally on November 30th, over 3 months after first being notified, NewRez cut a check of close to $5k out of our escrow. Needless to say the school never received this payment and in January received a letter from the schools attorney stating that a lien will be placed on our property due to delinquent payment. Many calls once again to NewRez with no answer (they apparently don’t have a tracking system claimed the rep) and finally was told in the beginning of Feb. that all property taxes now get paid by a company called CoreLogic. I contacted CoreLogic right away and they have been helpful but they also have not been able to get any answers from NewRez. It is now the end of April, the tax still has not been paid nor has the check which was supposed to be sent in November been cancelled (the school still has not received it) and reimbursed back into our escrow account. This in my opinion is considered theft and would highly recommend individuals to stay away from this company and their extremely poor customer service. Currently considering an attorney on the matter.

Short version: terrible communication and numerous lies. "90 days to refinance" took 7 months Long version: my first phone call was fine. I already had my mortgage with NewRez and wanted to refinance to take advantage of low rates and get rid of pmi. My appraisal got scheduled for about a month after the first phone call. The person from the appraisal company that came was pleasant and easy to work with. When I got my appraisal back it was very low. I read through it and found many mistakes. This is where communication with NewRez dropped off. I made several phone calls to the loan officer and sent many emails that were not returned. When I finally got ahold of the loan officer I was told that there's basically nothing that can be done but that he would forward my email to the appraisal company. I was frustrated by this because my email was not a formal email and I wasn't expecting it to be forwarded to them. It read something like "what the heck is going on? They included photos of my 4 car garage but listed it as a 2 car. The square footage isn't correct and the property size isn't correct either. They also used comps from 2019 and it's December of 2020 now. This is bizarre. Please get back to me, maybe they got some paperwork mixed up or something like that because the photos are correct but the information isn't" and instead of getting back to me he just forwarded that. They replied and said they weren't going to change anything. And I was expected to take that. So I got a manager involved. The manager at new rez couldn't confirm that the dimensions were off but said it was absurd to use comps that old and told me he would take care of it. The appraisal was so low that it had me still paying pmi. Getting rid of pmi was the main reason for refinancing. He also told me that there is no up-charge for the appraisal. I had proof that I paid $500 and the appraisal itself said $400. So I asked for a refund of my $100 and he said absolutely, no problem. Another month goes by of me emailing and calling once a week and getting nothing back. I get an email from the manager saying it's taken care of and I won't be paying pmi or cash at closing. That's it. That's all he said. I spent the next 2 months trying to get ahold of him to figure out how this was remedied and when I would get my $100 back. No response. Then randomly I get a automated email saying I'm ready to close. After 5 months of waiting I decided it didn't matter how it was remedied and stopped trying to get ahold of him and just wanted to move forward. Reading through the closing info it shows me brining $4,400 cash to close on top of the closing costs. This was the first I had heard about this. The processor said this was all correct. The closing documents had no information about the $4400 and the processor couldn't tell me why it was there besides that it was fine. I was not okay with that and wanted more information but she disappeared and wouldn't return emails. I also couldn't call her because out of everyone I dealt with at NewRez, her emails were the only ones without a phone number attached. I ended up googling NewRez management to find phone numbers. I spoke with managers in New York, Georgia, North Carolina, and Illinois. All of them agreed this was crazy. I was able to get a phone number for my processors boss since she had disappeared. The processors boss was the first person to return my calls promptly. He explained that pmi was taken off the loan but that the $4400 was to cover the difference to make my loan amount low enough to not need pmi. I said absolutely not, I have emails from the sales manager saying it was taken care of and that there's no cash to close from me and no pmi. He said that was impossible but would look into it. A week later I get a call back from the processors boss saying it has been fixed and no cash to close and no pmi. In month 7 I finally close, with closing costs higher than I was estimated. All thats left now is me being nervous that this horrible company is handling my loan and what mistakes are yet to come.

Use Any other mortgage company than this one. They are horrible customer service. They are not good at making sure payments are processed. If there is any other mortgage company you can use go there. They are not for the customers. Personal experience, I have never been late on a payment but one month the payment didn't process and they did not let me know and let the payment go late. When asked about not letting me know they stated that they sent a letter and called but never left a message.

I had never heard of NewRez, until I decided to buy a house around the same time as one of my co-workers. My co-worker CC:ed me on an email and started me on my journey with NewRez. The appraisal seemed to take a lot longer than it would if I had used a local company, but otherwise, the rest of the process was very seamless. The underwriting was the quickest and easiest underwriting I had gone through, with a house purchase.

The most HORRIBLE experience and customer service that I have ever experienced in my life. I started a refinancing request 5 months ago and the request is still in limbo. I never receive a phone call or email even after I request one via voicemail or email. The majority of people that I have dealt with are completely incompetent. After 5 months I told them to cancel my request. I will go to another lender. Google shows good reviews....look at BBB ratings....New Rez is a 1

Our mortgage was sold to this place when we refinanced with Better.com, which was also a horrible experience. NewRez is not only incompetent, but completely corrupt. Their customer service representatives are unable to respond to even basic questions about anything that isn't about refinancing. They are also unwilling, maybe unable, to connect callers to departments to speak with real humans about an issue, and I have never received a call back or an email response to my concerns. NewRez handles all correspondence via mail; I've received probably 50 mailed letters stating "thank you for your online inquiry, we are looking into the matter. If you'd like to refinance for a lower rate, please contact us today!" Avoid at all costs.

If I have an option to give 0 star would have been nice. My lone was transferred to this company a year ago & not satisfied at all.A couple of month ago one off their lone officer said I can do streamline refinancing without my co signer if I show 6month payment my own which I sent the over a year of statement but I'm not sure what happened my lone was on approval stage and when I checked back it says inactive. I try to email and call my lone processor and the underwriter but no response from both .They just put me in the dark after all of that things I went through for a months . All I can say is they have people unprofessional and ridiculously don't care about customers at all .I couldn't wait till I refinance with other lenders and leave them. Please don't waste youre money and time for this unpleasant company that doesn't care at all .would not recommend them.

Ok! So I am not really into doing online reviews but I feel it is important to get this one out there. Stay away very far away from this company. My wife and I attempted to refinance our present mortgage with New Rez in Sept 2020 and it is now Feb 2021 and the whole process is still dragging on. We did everything as asked and got our appraisal ect ect and we were approved and ready to close. New Rez told us at the last minute that they needed us to resubmit VOE docs verification that we could work online ect ect. They also wanted to repull our credit report. Said that our old stuff had been misplaced. I have been in contact or at least trying to get in contact with my loan officer. They never return call. The only person that returned my call said that he really could not help me that I need to contact my immediate loan officer. So when attempting to contact her, all I get is the mailbox is full. They are not accessible by phone. My loan has traded hands 4 times and basically I believe that they made an absolute mess of my record and misplaced them or lost them. All they could do is blame it on covid. I am so disgusted. My refinancing of my mortgage was time sensitive. So much for that. I am going somewhere else. I can get it done else in30-45 days no problem. So my advise to anyone who is thinking about going with New Rez, Stay Away. Do your homework. I will say this much. When they were PHH Mortgage. Inever had a problem. Great service for 10 years. I do not know what happened.

New Penn Financial won our business when we build our townhome in 2013 as they were the "preferred lender" for the developer and worked hard to beat my preferred bank. No issues with the process or services until we went to ReFi in 2021 under the rebrand "NewRez". They worked hard up front when I was shopping the RiFi out, explained there would be some time before closing due to market (which was perfectly fine), but did not have their ducks in a row come closing day. We were not contacted by our closing agent until 730pm the night before a 9am closing with final version of the documents and the Closing Disclosure, despite my correspondence with our loan coordinator, did not reflect out recent payment 10 days before closing. When I brought this to their attention a new CD was created and we signed off, but when we closed 5 days later the deposit into our account reflected the original, erroneous amount from the older CD. We received a verbal apology for the "inconvenience," but to me an inconvenience is when Dunkin messes up your coffee and you have to wait for a new one or Dominos puts the wrong toppings on your pie and you eat it anyways. A 4-digit error on a 6 digit loan is not an "inconvenience." We are now 3+ weeks later and I'm still waiting for documentation showing the correct calculations for the final close-out of the old mortgage and escrow. The actual refunds are due by next week. All I get is "this has been escalated to...." and I've not received what I need. We got a good rate and the application process was all electronic which made it super-easy for us, but the follow up has been quite poor.

They were able to answer all my questions and guide me through the refinance process. Very pleasant and professional.

This was/is the absolute worst company I have ever dealt with: , (1) forced insurance when insurance was in place and provided to them by the insurance company. (2) not sending out the bill regularly and trying to charge for late fees when you pay without a bill enclosed, (3) 6 hours and 42 minutes in total time on hold while trying to sort the above. (4) After it's paid off three separate letters from them saying we were late on our payments and they are foreclosing (5) I WOULD NEVER RECOMMEND THIS COMPANY TO MY WORST ENEMY! STAY FAR AWAY or just get an attorney now as I did today!

This company will screw you over and ruin your credit. There are a lot of reviews on here saying the same thing. They create glitches so you miss a payment like recalculating your escrow account early and mailing that info to a 2 year old address. Then never a phone call that it was pst due. I went from Excellent credit to dropping 120 points which triggered my credit card limits to be cut in half thereby trigging an even lower credit score. Now they call every day trying to get me to refinance but my dispute has gone unanswered for over a year!!! Shady!

I mailed them a check for a the mortgage payment on the 12/22/20 for a due date of 1/1/21 and the check did not clear my account until 1/22/21. They charged me a late fee and when I asked about this I was told they had a meeting recently and since they have no responsibility for the mail, they will not be waiving late fees. The representative told me to start mailing my check a month in advance. How much of this country has the ability to pay their mortgage a month in advance, especially with everything going on right now?!

I would give a NEGATIVE 5 stars if I could! I am going thru the same issues with the other reviewers as seen below. I started my refinance process in mid March, got approved and only waiting for closing. I was told to wait 60 days because of high volume, ok. After 60 days, my wife emailed the loan processer for status update, only received automatic replies back. Out of nowhere, another staff email us for more current paystubs, all right, we sent to them. Then heard nothing for another two weeks. Finally I called our processor, a woman name Amber Evans, she said would look into it and get back to me ASAP, turns out we received only an email from another staff, using high volume as excuse again. I called Ms. Evans again, she didn't even bother to pick up. Now I do believe this company is a scam. I am going to shop around again and wasting three months for nothing. PLEASE STAY AWAY FROM THEM!

As a REALTOR, I deal with mortgage companies all the time. Let me tell you, this is the worst one yet. I am trying to refinance my loan with them since the loan is transferred from PHH to NewRez anyway. I thought this would be easier on all of us. Boy, was I wrong. We started the refinance July 27, 2020. It is now Oct 1. One person doesn't know what this other one does. All documents needed were sent within 2 days of application except one (received at a later point). Sure enough I was asked to send in paperwork a month later. I pointed to the e-mail I sent with all the documents included in a previous e-mail. Still not closed. Signed CD a week ago. I have not heard from them. Lucky for us, we just refinanced to get a lower interest rate, but I feel sorry for people who want a cash out or simple need to 'skip' a payment. I normally advice my clients to get a second quote from a local mortgage company. I should have listed to my own advice.

Do not deal with these people. Find anyone else to do your mortgage and I mean anyone. I had a balloon payment coming due with NewRez so I needed to refinance it. So I gave NewRez the first shot at refinancing the loan. Keep it simple, right. Told Jason Bowman up front that the balloon payment was due in September. No problem I am told. Weeks go by. I remind Jason that the balloon payment is due in September which by now is next month. No problem I am told we will get you taken care of. Weeks go by. I am sending in pay stubs, making sure employment verification numbers are available, signing paperwork, and still no closing date. Then low and behold the balloon payment is considered delinquent because of all the foot dragging and now NewRez doesn’t want to do the loan. Why? Because the balloon payment I have been waiting on them to help me with is delinquent. So now I am stuck with a balloon payment to NewRez that I can’t pay because NewRez couldn’t get the job done to refinance. Absolutely, positively do not let these people near you refinance. Update: To add insult to injury because of NewRez’s failure to keep their promises I will have to pull money out of my 401(k) because of the delinquent payment caused by NewRez. NewRez had already told the insurance company that they would be paying the premiums. Got that switched back but now my premiums have gone up $49 a month. They negatively impacted my credit, caused my insurance payments to up, necessitated a big withdrawal from my retirement savings, and are responsible for ongoing stress and anxiety. Again don’t let these people near your refinance, ever,

We filed for a refinance in the beginning of November, 2020. I was told it would be six weeks since we already have an existing mortgage there. The only time I hear from anybody is when I call or email and that takes several times to get an answer. I was told today it is now going to underwriting. The last person I spoke to told me it was in underwriting, i don't know who to believe, I just want this to be done and over with, there is no reason to take so long.

Very easy to get in touch while I was deciding to refinance. Now, it is hard to find anyone as I wait months to actually have the refinance processed. My sales rep tried to get me to sign a contract that had my name spelled wrong. Then didn’t respond to emails after they got my signature. Very bad experience. 2/2/21 update after posting this. I have someone assigned to my loan. I responded to them. The email told me ‘Due to our current volume you may experience a brief delay in processing.’ Hope to get a response soon. My advice is to post on Google to get a response. 2/16/21 I have had to sign another document ... now the original numbers on the loan have changed for some reason. A week later I am being told that I can get on a call with someone who will answer my questions the best possible. That they will get with the loan officer. Over 90 days later ... no end in sight ... and I don’t even know the ‘loan terms’ as they have changed. I do not recommend New Rez 3/3/21 I was sent yet another contract to sign and still told that all my numbers are estimates. Emailed this week ... still no word back 3 business days later. Communication from New Rez is very poor. This company owns my current mortgage. You would think numbers could be better presented. #StillWaiting

We owe 325k on a house worth we’ll over 800k and had major hail damage. The process of getting our money from the insurance company was awful but pales in comparison to newrez. We will be refinancing with another lender as soon as possible. They claim they have all the information needed, then two weeks later they still “forgot” to issue our check. Then decide to send us half until inspection. All after our contractor has been patient to wait on them. At every corner they decide there is another reason they can’t release our funds. The hail took place in April and they have had our money for now 3 months and refuse to send it to us. Companies like you should not be in business. By far worst customer experience ever.

I am so beyond disappointed with this company. I cant even give them a half star, but I had to click on a star or I couldn't post. I have been in the process of refinancing my home now with them for 11 months. ELEVEN MONTHS!!!! They have hit my credit score 6 times!!!! Six times!!! They lost my paper work, I have resent and resent it to them multiple times. I am now working with the "head manager" on my refinance after 7 different people were asking me for the same paperwork and it was to be done before the end of the year and guess what??? They did not get it done, not because of me, everything was signed, re signed, sent in, re sent in and low and behold, now, they want to hit my credit score again!!! Almost a year to refinance a home that I have been living in for 20 years and never missed a payment. I am so sick to my stomach with this company!! The stress they have caused me is inexcusable. But they made sure to cash my check in the very beginning immediately and wreck my credit! Now here I sit. I cannot believe this... What a way to start the new year.

Too bad there are zero stars. What a joke. I have successfully submitted payments on line in the past but the last two months web site errors out when trying to submit payment. Called customer service, they told me to change my password. Really? So I played this game with same result. Called customer service back, they said they submitted IT ticket to look at my account. Same result. Moral of the story is customer service will tell you anything to get you off the phone. Can't wait to refinance and get away from this joke of a mortgage company. STAY AWAY!!!

I attempted to increase my monthly draft of the principal only payment portion of our mortgage payment prior to the scheduled draft date. The system would not allow me to increase that portion without forcing full payment even though my payment was already scheduled. I was instructed to try after after the 15th when my payment posted. I feel this is a defect in your processing software and should be addressed. The agent was extremely courteous and handled the situation well, however I feel Newrez should review this requirement and address it with the processing system.

I appreciate communication from NewRez and the general quality of service! For a 5-star rating, I would like to hear from Newrez about opportunities for reducing my immediate and long-term mortgage costs. I know that isn't directly in the company's profit interest, but it would be a great service nonetheless, and might make Newrez stand out.

Please do everything you can to stay away. Very unprofessional company. Here are some of their mess up that caused me time, stress an money: - Forgot to pay my quarterly taxes. - Double charged me for my insurance policy. My policy was $1,500, and they entered twice, and it took them months to fix it. - Incorrectly discharged my mortgage when I refinanced with another lender. Now, I can't sell my house because of their unprofessionalism. This my advice to you. They will cause lot of headaches and money.

When I first started, I was assigned by by representative, who started my refi. Jason Bowman was a excellent worker who helped my wife and I get through the process. Ebony and Ingrid were also so helpful, I couldn't have been more pleased to have them, to help us. Great work and thank you.

The experience started out well enough but the loan officer was not clear when giving instructions on needed documents to my partner. That made the process frustrating for her due to having to submit documents a few times. Then towards the time to close on our house, NewRez needed corrections on documents we had done weeks ago which made us wonder why they did not ask for that prior to close. Our close ended up getting delayed over 24 hours then we had to wait for over an hour at the closing office because they were not able to get the needed documents together over to our closing attorney in a timely manner. We were doing a cross state move and had to extend everything out from the UHaul rental to various appointments with movers and utilities. I would not recommend using them for a loan.

Been an auto pay customer for years. I get a letter in the mail stating I didn't pay my March mortgage payment. And how did that happen?? I never called to cancel. Second time this has happened to me. When I spoke with customer service and asked for an explanation of why they cancelled my auto pay, she told me she nor the payment center could provide an explanation. As a customer, wouldn't you think I have a right to know why they randomly dropped my payment method? No forewarning, nothing. Good thing I wasn't out of town bc then I would have gotten charged late fees, etc bc I had no idea. Not a satisfied customer at all.

Our loan service was seamless. We recently paid off our mortgage and that was also simple. The online account services kept me informed and found everything when needed throughout the life the loan. All direct conversation with customer service were pleasant and helpful. Would recommend highly.

AVOID THIS COMPANY AT ALL COSTS! This organization is completely incompetent. They purchased the mortgage on our townhouse in 2019. In October 2020, we applied to refinance. Because of multiple errors, confusion, and lack of communication on their part, closing did not take place for nearly 9 months--July 2, 2021. And on top of everything else, they don't even have the correct address for the property and claim it is my fault! The comedy of errors included: 1. A "drive-by" appraisal that undervalued the property by at least $40,000 based on a recent sale of an identical unit in the same building, and their refusal to have it redone. As a result, I had to pay several thousand dollars at closing to get the cost of the loan below the PMI threshold. 2. Having to deal with at least 7 different people, via email and phone calls, who frequently gave me conflicting information--if they even bothered to respond. 3. Having to submit financial and other documentation multiple times because of their repeated delays in processing the loan. 4. Despite repeated requests over the phone and corrections provided on at least one document I sent to NewRez, the company has managed to screw up the address of the property. USPS closed the local post office in 2019 and gave the property a new city and zip code. This was reported to the previous mortgage company, which had it correct, and was provided to NewRez, which had the correct address on the previous mortgage. When we finally went to closing, which was done out of state because we were traveling, NewRez STILL had the wrong old address! The notary public doing the closing called the company and was told they would take care of it after closing. This past week (8 months after closing!) I received a letter from NewRez stating that the insurance renewal had to be corrected because the city and zip code did not match the mortgage. I called and explained the situation to a clerk and supervisor in the insurance department, who told me it was my problem to solve and the only way to correct it was to provide them with a "E911" form from the local fire department. The local volunteer fire department has no idea what that form is, and the county emergency communications department hasn't returned calls. NewRez is now threatening to put a lien on the property for failing to provide insurance! Again, the issue was reported to them multiple times and they had the address correct on the previous mortgage. So, I guess I will be seeing them in small claims court.

Overall good service! I found them to be helpful and assisting when contacted by phone. An area of improvement would be to make sure that the workers can assist uncommon questions and if they can't, seek help or provide a contact with deeper knowledge to assist. That would be 5/5 stars. Thanks.

I called Customer Service and a wonderful profesional woman --I think her name is Susan, took care of my request. She was friendly, customer oriented and very efficient. It was a delight and an A+ of what customer services should be. Congrats !!

I will never and I mean never work with this company on a refinance ever again! The staff is incompetent and do not know what they are doing. Im appalled at the service provided. Sent tons and tons of documents for a simple refinance. I am highly disappointed and certainly DO NOT RECOMMEND THIS COMPANY for any of your mortgage needs whatsoever!!! Terrible terrible terrible!!! I wish I could give negative stars. Please avoid this company at all cost. Not sure how they are still in business with such terrible customer service and incompetent staff. Completely unreal! I will give a shout out to Rebeca Estrada. She's the only who seemed to want to help. Hughes and Murphy are the worst mortgage reps I've ever dealt with. giving out wrong information ughh Such a terrible company!

Don’t ever have a fire loss with this company. They will make it impossible to deal with their third-party company that manages the reimbursements of your payments. They have changed their policies and procedures and have no flexibility. Their senior managers make decisions and refuse to take phone calls or emails. I have emailed the chief operating officer three times at the corporate offices and have not received a response from him either. If I could’ve given zero stars I would have

Worst company ever to deal with. Avoid these liars and thieves at all cost. The so-called customer service reps are complete idiots. They don't have a clue what customer service is nor are they capable of providing consistent information. They provide customers with misinformation and lies. I am going to look into refinancing with a reputable company because these people are brain-dead liars.

If you plan on being spam called once a week, letters to sell you some additional bs weekly these are the people. Doesn’t matter how many times you ask/tell them to take you off the call/mail list and block the #they are calling from at said time. You’ll get another call, another letter. Took 5 months to refinance, constant incompetence from customer service as well as harassment from there telemarketing team. DoNot use this company

Haven't had any problems with Newrez. I've already refinanced but I still get too many emails offering me refinancing again. Gets a little boring there. Otherwise, no problems!

I called customer service regarding my escrow account. The rep was fantastic. All of my questions were answered and my concerns were addressed. Thank you for taking the time to do so!

David Nolan transferred me to a different department instead of letting me speak to his supervisor. Horrific customer service. This company gets 0 stars from me. I don't even have a loan through you guys. I've been trying to help father whose home burned down months ago. This is ridiculous having to jump through insane hoops to GET MY DADS MONEY BACK from newrez!

We've been house "hunting" (apt term for this crazy market) for the last 4 months and Shane and his team at Newrez have been super responsive to all of the demands made by some Sellers. We finally found one and "caught" it so I'm very much looking forward to what I know will be an easy closing (not the packing). Thanks!!

I've only had to contact New Rez twice but both times the reps I spoke with were very professional, knowledgeable, personable and helpful. Excellent customer service.

This company is the worst. They approved me for 18 months mortgage forbearance that’s covered by Cares act. Then posted late payments for the last 3 months of it, wrecked my credit score from 800 to 650 and now refuse to take it off. Going to court with my case.

Horrible mortgage company. My mortgage was transferred over to them, and they were handling collecting a payment from my prior company. Instead they handled this poorly and now my credit is effected. Still in the process of trying to resolve this- DO NOT use this company.

My mortgage was sold to NewRez in December 2020 after we bought our house. In October 2021, I got a letter claiming I didn’t have flood insurance and that lender placed flood would be placed in 45 days if I did not obtain flood insurance. I did in fact have flood insurance. I called NewRez and they did see I had flood insurance but there was missing information and that they would fax over a request of what they need to my flood company. They told I did not have to do anything further. A month later, I get a letter from NewRez saying that a lender placed flood insurance was placed and $3000 was deducted from my escrow account. I called again and they said again that they see that I have my original flood insurance and there was missing information. This time they said to have my flood insurance fax over my policy and that the problem would be resolved and my escrow would be credited. I have yet to be credited and now my monthly payment has increased because my escrow is still in the negative. I called for a 3rd time and was told that there is flood on my file for 2020-2021 and my account is currently undergoing an escrow analysis. I feel that this could of been resolved the first time I called and there is absolute no reason as to why it got to this point.

These people are the worst! They applied a lender bought insurance to our home loan that is already insured because they are too lazy to do their job and get the needed information from American pacific mortgage whom they bought our loan from. We have called multiple times sent paperwork and they still refuse to correct the issue which raised our mortgage almost $200 for no reason. They told us they'd reached out to our insurance company also which is a lie our insurance company has never received a call from them. I've also filed a complaint with the better business bureau in hopes that no one else has to go through the same thing we have since they purchased our loan in August.

This is the worse company to deal with run from them do not walk. We've owned this condo for 13 years without any issues until they took over. Now we've had problem after problem. They said we had no insurance which we proved them wrong. I paid the extra charges until I could prove we had insurance. They told me to expect a refund. Which we haven't yet recieved we have called numerous times our credit rating has dropped from 800 to 600 in the meantime they have been charging us 300 dollars extra because they are bloodsucking. I have asked to talk to a supervisor but haven't been able to. I will be calling the Attorney Generals office in MA to report them. Run if your mortgage is transferred to them. Lionel and Sandra Souza

Whomever I spoke with, a lady, was very knowledgeable and helpful. My mortgage company had sent the check for my homeowner's insurance to not only the wrong address, but also it was made out incorrectly to the payee. (Amazing, I know.) Your employee understood the problem and the timeliness of it, and contacted the mortgage company directly as my agent was not available. I believe everything has been solved. Please than her!

Yes i have been working with Andrew Stengel on refinancing my home. He has made this process so simple and I really appreciate his efforts. He is very patient and addresses all my concerns. He has been great. Thanks

Listened to my call while driving home. Important phone call regarding form payment. Making sure speaking directly is more accurate then going to website. Speaking to human gives more personal service.

My experiences with NewRez have been incredibly frustrating. My Loan Officer, Ryan Gibson, ordered an appraisal which was completed on August 3 and he charged me $700 for it. He had to order the appraisal twice because he did not enter my credit card information correctly. I tried to contact him repeatedly across the span of several months in order to inquire about the status of my loan. My rate lock finally expired on October 29 and my loan status was changed to inactive. At no point did any of the Processors that were assigned to the loan attempt to contact me in order to explain why the status was changed to inactive. My attempts to contact the Processors were largely unsuccessful. I have a better chance of contacting Joe Biden. It is now November 9 and Ryan Gibson has yet to return any of my phone calls. I basically paid $700 to have a chat with Ryan Gibson. If you are looking for a reliable lender that you can trust, I strongly recommend you look elsewhere.

They do a terrible job when you actually need something done…you have to literally chase them down to still not accomplish anything. IF REFINANCING, DO IT ELSEWHERE…do not let them make your think it’s simple and a good idea. I was also sold to this company shortly after purchasing my house and wish that never happened. They approached me to refinance and even from the start they had my application filled out with whatever they wanted on there and so much information was wrong and I was left to try and explain it to underwriters.

This company rates ZERO stars. As many others have posted here they are NOT in the business of doing refinance they are in the business of trying to steal your property from you. We have been waiting on a refinance closing for over six weeks. Our refinance is approved BUT first they said our attorney was the problem with closing _ THEN the kicker! WE got a closing date, signed the documents at our attorneys office ONLY TO HAVE NEWREZ claim their finance office had not approved the closing and it was OFF!!!! They tried to convince us to not make any more payments on our current loan!! It is a good thing we ignored that advice or our credit rating and our current mortgage would be in jeopardy. PLEASE, PLEASE listen to the poor ratings for this company and go elsewhere to get your mortgage.

I’ve never had such **Terrible Communication** from a company! Like other reviews have said I haven’t heard from my loan processor or anyone for that matter in over a month despite the numerous emails and voice messages. I started a refinance in April and still haven’t closed in September. My loan just suddenly was inactive and no one called me, no email, nothing in the mail!!! I finally got a processor on the phone not on my team who “escalated my concerns” and I STILL didn’t hear back from anyone. Please don’t waste your time! Now that it’s 6 months later and I’m looking for a new company I’ve missed an opportunity for lower rates. And I want my money back for the appraisal!

I called requested a pay off as sold my property. Agent was very polite and professional. She sent quickly and accurately.

This is a fraudulent company and has been reported to the USA AG office. Letter states newrez, phone calls go to shell point. No one has a loan or mortgage through this fraudulent company.

Customer Service Rep explained all the details of our payoff and what we could expect, including a timeline, details about updating our home owners insurance and property tax payments, when to expect a payoff letter, and the deed from our county. The only disappointment is that once my account is paid off, I will not be able to view any of my statements on line.

We're happy customers, been with them a few yrs after they bought our loan. We just refinanced with them on 4/29 and it went very smoothly! We applied at end of February and received status update emails as we moved through the process. Everyone we dealt with was nice and responsive with questions and/or updates. Customer service has also been very good, had to call them a few times because we've changed homeowners insurance twice since they obtained our mortgage.

Wanted to restructure my mortgage but they refuse to call us back, wasted money on a appraisal and everything, still waiting for them to speak with us, a supervisor couldn't even tell us why no one was responding to our emails/phone calls, its like they want us to leave, we had Michael Smyth and Scott VanIden helping us with our loan and its like they just forgot about us, we sent a number of emails to them and the customer service email.

Useless company that keeps you on the phone for something they screwed up. Charging escrow but not actually paying the taxes. Would advise to run away

Started refinance process in early January. Thought it was a great ideal lower interest rate. It took a couple of weeks to gather all the paperwork that was needed. It was submitted and everything was good as far as they were concerned. After a couple of months I heard no response from them sent an email. Got a response saying things were running a little slow because of Covid. Send another email in early June and was told the paperwork I submitted in January is not current enough and need to update paperwork so they could expedite my refinance. If expedite is six months and having to do paperwork again I hate to see how long a non-expedited refinance takes. Canceled my refinance with newrez. I am working with another mortgage company that should have this done in a couple weeks. Terrible communication! Shop the mortgage companies there’s better deals out there and will work with you in a timely manner.

I had a massive problem with New Rez with my Mother's refi. They are now in the midst of working (very hard) to solve.

This is the worse company to deal with run from them do not walk. We've owned this condo for 13 years without any issues until they took over. Now we've had problem after problem. They said we had no insurance which we proved them wrong. I paid the extra charges until I could prove we had insurance. They told me to expect a refund. Which we haven't yet recieved we have called numerous times our credit rating has dropped from 800 to 600 in the meantime they have been charging us 300 dollars extra because they are bloodsucking. I have asked to talk to a supervisor but haven't been able to. I will be calling the Attorney Generals office in MA to report them. Run if your mortgage is transferred to them. Lionel and Sandra Souza

I had a wonderful experience working with Ada Wisniewski! I did a refi on my 4 properties. She was very helpful and communicated well. She was always prompt answering questions, and even checked in on my file while on her day off.

He listened well. He advised me in a professional manner without pressuring me.

Staff is horrible. They all pass the buck and I am so frustrated with their unsatisfactory customer service.

Customer service Rep. was very helpful and gracious. Enabled me to pay my mortgage on time and saved my a possible late fee. Can't thank you enough!

I did not start out with NewRez. Unfortunately Green Tree Mortgage was bought out by New Rez. 17 years later my house is almost paid off. Of course now they are wanting to tack escrow on by account and it was never on the loan. After 10 contacts and multiple documentations of insurance sent to the insurance department it is still not rectify and its been over a month. They only got a one since zero is not an option. Do not get your loans with this company.

The absolute worst. I get a letter from the city informing me that my house is about to go up for auction from missed taxes. I call the city and they inform me that the mortgage company never paid my taxes a few months back. This is insanity, I did not know I had to babysit my loan On top of that around the same time they underpaid my insurance for the year, so the insurance company came to me for the reminder. So here I am paying this stuff out of pocket with thousands sitting in an escrow account. What’s the point of escrow id be better off managing it myself? If I get one of them automated responses to this saying, please reach out to our customer service I will lose it and refinance right away. Clearly, I have reached out to them multiple times before taking the time out of my day to write a review. What a horrible company to deal with.

We had a terrible experience with New Rez as we recently used them to fund a new condo purchase. We picked them since we currently have an outstanding mortgage with them. Overall experience was truly dismal. The loan officer was trying his best but it was the underwriter and closing teams which were absolutely awful. They requested so many documents at the last minute and even though promptly received every document they asked for, they could not deliver. This was a conventional loan which the loan to purchase price was 60% with a credit score over 810 and unencumbered assets over 3 times the loan amount. They could not get the papers ready for closing we had to postpone the closing. It appeared that they have teams with individuals who are not well trained and competent to manage the work in an organized way. It has been a month since our disaster experience was completed with finally closing but did not get a call or response even though we brought our displeasure to their attention. I would reconsider using them before you commit working with them. There are a lot of other options that you could have a more smooth and reasonable experience.

Awful! I do not usually write these but I have several mortgages and by far this has been the most frustrating experience with online services. I can never seem to be able to sign online and always have to call (the only bank this happens with!) When logging into the portal is is very difficult to figure our all the information needed or print a statement. I was refinancing and my new bank could not get them to respond and send a payoff amount. I got an escrow balance check after closing the account with no escrow statement and explanation. The only good thing I can say is that their customer service reps seem to be very pleasant and helpful but I should not have to call for everything!! I hope my loan never gets sold to this bank as every transaction takes 2 extra steps with them!

My mortgage was paid off in march of 2021 and now they seem to have fallen off the wagon in getting my paper work to and getting the lein released from the county. Thia has been going on for months , heading into into the 9th to be exact. I just recieved my payoff papers about 1 month ago. This company is awful and do not recomend it. I had no choice my prior lender sold it off. I had a feeling this was not going to be good. Do not go this way....

All of my dealings with NewRez customer service have been extremely pleasant and helpful. Each time, wait period on hold was minimal, and the representatives were able to resolve each issue quickly and very courteously.

Well, I called because I need a copy of the trust deed for a rental property out of state. As it happened, you do not have it, nor the "note", nor the final loan docs. I moved and these are in storage in CA, so in theory, you are working to get the documents although I haven't yet heard back. When I get a response the starred rating may go up. As to the initial contact, the individual who took my call was attentive, took steps to alleviate the problem, and exhibited knowledge of her job.

Terrible Service! I wish I would if read all these reviews because they play out exactly what I went through but since NewRez was already my mortgage bank I decided it would be best and more efficient. WRONG! I always submitted everything they requested less than 3 hours when asked, but I will spend WEEKS with no call backs, email response, or anything! I was then asked to purchase an insurance I "needed". I did so, spending $645.00 then was told nevermind I needed a higher premium of $66,800. When asked why he couldn't explain and then stopped answering. The bank gives you a time-frame in which the closing needs to be done, because of them I missed BOTH deadlines. When I finally got a manager to speak with me (after calling and emailing 46374 times) I was told I never needed any insurance at all. I was relief and thought I have finally got in touch with someone that knows what they're doing. WRONG, after that one conversation with a manager, now he stopped answering my phone calls, once again being left in the dark with MY OWN REFINANCE. Finally on the week of the closing, I had called the bank asking why the CD showed a higher new mortgage payment than it was suppose to be, I was told that the person coming to my house will explain and/or fix what was needed. At this point I am thinking a loan officer is coming over. WRONG it was a notary whom has nothing to do with the bank statements and is legally not allowed to give advise or opinion on the forms since he does not officially work with the bank. Once again I started calling the bank, no answer. After an email and text messages saying I WILL NOT SIGN, that's when I quickly got a call back. They "apologized" and said the forms were indeed incorrect and will need to re-print with the correct info. A week later I was able to sign and close. This whole experience was extremely stressful and upsetting. I just wanted my calls return and given information as to what was happening. There is no reason why a customer should go 2-3 WEEKS getting their emails and voice messages ignored. This bank is a disgrace.

This company is not good for refinancing! I have been working for 9 months still there is no any progress. 5 loan officers changed, each of them asked me the same documents, I have uploaded all requested documents in the same day. But the company has no any excuse why my refinancing application took 9 months. I have paid at least 7 months extra interest money to this company, they refused to give me any discount in refinancing. I decided to change my loan company and I got very good deal from others. I would Never work with NewRez anymore.

Would hive a no star review if I could. This is the worst excuse for a mortgage company I have ever dealt with. There is minimal customer service and most departments can not be reached by their customers. They actually sent me a letter stating that they sold my mortgae and did not even specify who they sold it too or when. I called the phone jnumber posted and was told that paragraph did not pertain to me. How unprofessional can a company be?CSR said it was a canned letter they send to everyone they have an insurance problem with. They can't even match your insurance to your mortgage. That is another problem with them. I suggested that they set up a new letter and leave that part out when it did not pertsin to the particular circumstance. CSR just giggled. I hung up before I completley lost it.

After being a relatively satisfied customer for two years we just found out that they didn’t pay out taxes from 2019 even though we had paid into escrow. Now there is a tax lien on our home and they are squeezing us on our refinance. Not the most ethical company and I definitely wouldn’t recommend working with Kevin O’Hara.

We regret refinancing with this company. We applied for a refinance a while back so we could lock-in a really low rate. We submitted our paperwork THREE MONTHS AGO, and we STILL have not been able to finalize the refinancing, despite MULTIPLE assurances that it would be ready soon. Whenever we call to ask what's taking so long, we're told that the underwriters are reviewing it. When we asked how long it typically takes for the underwriters to review the paperwork, they said 3 days. We then asked if it takes 3 days, why has it been 3 months since we've heard anything. They said that its been SO LONG that the paperwork has EXPIRED and they had to resubmit a new form to the underwriters a week ago. We pointed out that a week is still longer than 3 days, so the underwriters should have been done, according to them. They then switched their answer to "oh, we're actually really backed up right now." So we have now been paying a higher mortgage rate for the past 3 months with no end in sight. We would recommend reconsidering NewRez if you have the option. UPDATE: emailed the customer service email address that New Rez keeps copying and pasting in reply to everyone's 1-star review. Unsurprisingly, its been over a week and they haven't responded. I don't know why they give it out in the first place if they don't plan on responding to it.

Would rate 0 stars if possible. Completely messed up paying my property taxes, then pulled money from escrow a second time. Every time I call I am told we will have a response in 7-15 days. This has been going on for 4+ months at this point in time. DO NOT USE this company. I am refinancing with another company and got a better rate and lower closing costs and taking this company to court to get money that is owed.

My wife and I initiated a refinance with them two and a half months ago, and it is dreadful.This company has no system of keeping borrowers informed, and will NOT respond to emails timely. When you do speak to someone, they will ask for documents you already sent a month ago.They will keep you on hold for long periods before dropping your call. Seriously, it's scary to think this place is handling mortgages!

Update 5/6/2021- Through the power of LinkedIn, we were able to get this corrected. I sincerely appreciate the team looking into our issue and fixing it. I have updated the review to the three stars and look forward to seeing NewRez making these adjustments to their customer service. ---------------------------------------------------------------------------------------------------------------------- Beware of the fraud that NewRez commits against customers credit reports. Their system failed to process a payment, no notice was given until after 30 days and subsequently they filed with the credit bureau. It should be also noted that payment was made immediately when notified and we were told this would not impact our credit. Low and behold this was a lie and showcases how NewRez failed to recognize that their payment system did not correctly process. After speaking with several customer service agents, the notes from that conversation were not updated by the agent. Customer service is a nightmare and was told a verbal conversation regarding resolving this was not possible as that department does not believe in that form of customer service.

This company is the absolute worst!!! No joking...My mother started the refinancing process back in January she sent them all the required documents, payed for the appraisal and etc. She's had two different closing dates. Because they have dragged their feet or whatever their Incompetent a$$ were doing or not doing the appraisal and credit score expired. They in turn wanted her to pay for another appraisal and have another hard inquiry on her credit. Which of course she absolutely refused to do( Their fault not hers) There are other issues along with what I have mentioned above. As of today July 28th she received a phone call from them saying they couldn't further the process until she payed for another appraisal and another credit check. She pretty much told them to kiss a$$. 7 flipping months of this B.S...By the way I didn't even want to give them a 1 star!!!

Customer support appears to be non-existent. Newrez sent insurance premium out of escrow to wrong insurance company. It appears they randomly selected the name of the payee. I have had no association with the insurance company they chose to send my money to. We have had same insurance for years. After 10 days, 5 phone calls, on hold for hours, promised it would be taken care of within 24hrs three times, nothing has been done. In the meantime, my insurance due date has come and gone and Newrez could not care less. I am forced to pay premium out of pocket and the money from escrow is gone as well. I would not recommend Newrez since they refuse to be responsible for their actions.

ZERO STARS! Do not do business with this company! Our original mortgage company sold our loan to this company, so we had no choice! They are NOT in the business of customer service, as you can see from all the automated responses on every negative review! (Which by the way was the exact same email I received when I inquired to them about why we haven't heard from our loan processor). We were in the process of refinancing which started in JANUARY...We were approved & just waiting on a closing date! But after NO communication from them for over a month I finally went digging only to find out that they had denied us in the underwriting process for petty, unrealistic reasons. To have zero communication on the matter is so unprofessional & I feel they are taking advantage of homeowners & the detriment our country was under this past year. We will be looking elsewhere for another mortgage company asap even if we have to pay more! I will say though, the last person we spoke to was somewhat nice & I hope he was sincere/truthful, but its their whole process that is questionable.

What an absolutely HORRIBLE experience! We CLOSED in July, signed notarized documented papers of closing. I was told I didn’t have to make payments till September, my wife and I said great! Let’s take this months payment and put it towards credit card! We got a new loan number in the mail saying our new mortgage in September. Half way through the month they told me they needed more information and that my loan wasn’t funded I than got a late notice on my mortgage and had to pay July’s payment with LATE FEES!! The loan officer stopped answer my emails and my loan processor also stopped answering my phone calls and emails, when I finally got some new loan processor they said that they aren’t sure why it got denied! This has been the worst experience ever, we are still trying to figure out and it’s mid way through august!!! We’re out two months payments that we were told we didn’t have to pay and with no resolution. Please run as far away as possible from this company.

This is not a review that I take lightly. My mortgage from Quicken Loans was sold to NewRez LLC several years ago. I am in need of a current mortgage statement. It's not available through my online account with NewRez LLC. I've called the customer service number twice and left my contact number in their "call back" system. Their "call back" system states that I will not lose my place in line. 5 days later, I received a call back from a customer service representative who was unable to help me with my request. I'M ONLY ASKING FOR A CURRENT STATEMENT. I have also filled out the customer service submission form on the NewRez LLC website. I received a response 7 days later from a company called Shellpoint Mortgage Servicing. Their response says, "Please resend your request with one of the following: full loan number, full social, and/or your complete property address. We cannot locate an account for you based on the information you provided." What type of company asks for account numbers and social security numbers on an unsecured platform?! Needless to say, I DO NOT RECOMMEND THIS COMPANY.

This is the WORST mortgage company! They paid $2K more in taxes from my escrow, but my township never received it and it is far more than the tax bill i got from my township. No one seems to be able to answer my questions about where that money went and I keep getting the run around. To top of off they just increased my monthly payment by $200! I have only been with them for a year and they keep managing to screw things up! I will be looking for a new mortgage company immediately! Do NOT use this company they are awful! To add insult to injury all they have is a standard canned response to reviews on here asking us to contact them. Nothing personal or insinuating that they actually care about the issues they have caused! I believe we have all tried to contact them with poor results which is why the rating is scored so low. Nope. Done.

BELIEVE THE REVIEWS!!!! Having started the refinance process on 10/26/2020 we finally closed on 3/17/2021. Our experience mirrors what many other reviewers here have stated. We have excellent credit ,impeccable payment record and low debt to equity. What we thought would be a simple process ended up being a complete nightmare. The only positive from this experience is that we were able to eventually close on the loan and now have a lower rate. They clearly have some organizational issues and have ZERO respect for people’s time. Take your business elsewhere.

I had a wonderful experience working with Ada Wisniewski! I did a refi on my 4 properties. She was very helpful and communicated well. She was always prompt answering questions, and even checked in on my file while on her day off.

It took me 6 months to refinance! And when it was finished, none of the numbers were correct! They had to recalculate twice and still got it inaccurate and late. They decided not to recalculate and jump through their own stupid hoops a third time, and give me a check for the difference. They did NOT listen to my request on how to handle the paying for the refinance, they rolled it into the loan, which was never the plan. What they did should be illegal, for financial negligence and stupidity! They know what they did, and were just okay with it, they never took steps to fix this. I really want to refinance with a different company, but to do so would make me have to deal with them again. Go Anywhere Else!

Bottom line: This place is horrible to work with. I received promotional material numerous times to refinance my mortgage that I've had for 7 years. Since my existing mortgage was sold to NewRez about a year ago, I decided to work with them to refinance. This process started on 11/11/2020. I provided all the necessary information on the day I applied. I didn't hear back from them for two months. When I inquired again, they set me up with a personal loan processor. She worked with me up until the final stage of underwriter review, when she said she would email me in 4 days. A month goes by without hearing from the loan processor when I notice my loan on the website is "inactive". I called and emailed multiple times but never heard from anybody. They have wasted over 3 months of my time and it appears I won't be getting a refinance. FYI - I have had perfect payments for the duration of the loan (often paying extra each month), a steady job for 8 years (I'm 32 years old), and a credit score of 813. There is no reason I should not be approved for this loan in a reasonable amount of time. Please save yourself time and do not work with NewRez.

I've had a terrible experience regarding my refinance with Newrez! I've started my refinance with them 6 months ago and provided them with everthing they've requested. They dragged me for such a long time for no clear reasons. After they approve my refinance it took 2 months to assign a processor and then he stoped replying for a month. Then they assign a new processor and now the loan officer is not replying anymore after everything is finalized. This is absolutely a fraud and we should consider a class lawsuit again this company. They made me to loose so much time and money with is not acceptable. Stay away from Newrez.

I thought doing a refinance with the company that already held the loan on my home would be easy, it has not. This has been some of the worst customer experience I have had to deal with with respect to my homes. Every time I speak to a representative of the company they always need an additional document, why not tell me every document you need upfront? Seems very inefficient. Then, the rate is only locked in for 60 days, and my bank statements and additional paperwork is only valid for 60 days, but the company has 90-120 days to close the loan, so most of the docs I sent in previously werent usable. Why not tell me you can’t service my loan until whatever date? Better communication would be good. I started this refinance in January, and we are now in May and still not completed the process, and honestly if I didn’t call to complain I don’t think it would even be moving as it is now. Supposedly going to close next week, but I’m not holding my breathe, because now they need additional documents for underwriting. The hub is terrible too, they just post documents to it with minimal explanation of what I need to do, and I have to call each time to get explanations, which is a loss of a day or two. I’m tired of this company and don’t think they respect their customer’s time. If we weren’t possibly closing next week I would have formally went to another mortgage company. Downfall though, as the customer you don’t really get to pick your mortgage company as they just sell your mortagage, and in the end probably somehow end up at Newrez in the future.

Every time I have called NewRez, their agents have been extremely polite, patient, and helpful. I have never had an equally-good experience with any other company's help line!

The Worse mortgage company I ever had I was with bank of America never had a problem if there was they would take care fast no problem but after they sold my account to newrez. Problem over problem and never taken care over charge they do what ever they feel like as long is on there's favor. but before this mortgage company was name loan care they say when out of business. Not true the problem was there was to many negatives review and law sue so change name same people same negative company same address nothing change only the name

This is the worst company I have ever dealt with!! Have been with NewRez for 5+ years on my current mortgage, not one late payment. Trying to do a simple straight forward refi with them to lower my interest rate and get rid of my PMI insurance has been nothing short of a nightmare. We were immediately approved for the refi on April 19th everything from that point-on has been ridiculous. Currently on my third loan processor rafter the first two did absolutely nothing. Now the third only request the same information and over again. How many paystubs do you need for a refi?? I have been with the same company for 10+ years!!! We are borrowing less money this time then the first and my husband and I both make more money then we did on the first mortgage with NewRez. I wish I had read the reviews sooner or I NEVER would have wasted my time. We had a settlement date of today only to log on to the portal and see it’s now back to TBD with no explanation. We were told on Friday July 2nd that it was sent over for final approval and would hear back in 24-48 hours. They even called my work to verify my employment on July 1st only to push my settlement off. Now I’m stuck to start this whole process over with a new company and not get the same interest rate? Or wait it out and play their stupid games. I emailed the customer care the robot gives you and nothing comes of it. All I Am tellinf you is the reviews are 100% true. This company SUCKS!!!! No

Restarted a refinance got all her documents in contacted the broker multiple times Told us we were locked in for 90 days the process started January 15 it is now March 26 and no one has contacted us I just called them now and was put on hold for 26 minutes they are our current mortgage lender. If they treat a current customer that bad how will they treat a new one. We had other options from other lenders who were calling us constantly I guess we will have to go with someone else and start from scratch horrible horrible service and experience

Is anyone else wondering how a company retains a 4/5 star rating when almost all the reviews are 1 star because we are not allowed to leave 0. Google?

We have been in contact with this company monthly to try address their inability to fix our auto draft. We are being told they “don’t know what the problem is.” We have not missed a payment and pay down the principal monthly and now today are being told we can not pay with our checking account and need to use a money order. We are looking to refinance simple to get away from this company as we are uncomfortable with them having our financial information. Edit: We emailed the company one week ago as requested - still no response to our email

Absolutely the worst company for refinancing. I was never advised whether to pay the month's amortization while waiting for advise on the closing date. I ended up paying the month's due later in the month that impacted my near perfect credit score before I started my refi application with NewRez. I had calls every every day from its servicing company, Shellpoint, and I kept telling them that I was in the middle of closing with its affiliate and never understood why they could not communicate with each other. Aside from ruining my credit score, I'm being charged late fees and I was told that it will be fixed. My refi application was in Feb 2021. Stay tuned.

New rez refinance screwed my wife out of $750 after saying she was approved. Then denied her refinance even though nothing changed. And they drug the process out for months with no response, and they won't answer her calls. Terrible service .

I had nothing but a bad experience with this company. I contacted them as they are part of out mortgage company. I wanted to refinance our mortgage to get a better interest and the lady I spoke with told me I qualified for additional monies if I wanted to pay out my credit debt. I told her I needed to replace my roofing and she advise they would kick in an additional 5,000.00 to place it and ask for bank statements. Later about 3 months another lady called me and said I would have to replace my roof before they considered the loan. I had to borrow 7,500.00 to replace the roof, sent in all the invoices and photos as requested. Then another person called me and said I had to replace the ceiling texture before they considered the loan. At this point I realized they are just yanking my chain. So because they ran to hard inquiries into our credit and because of the loan they ran my credit score down and no refi. Now I have to build up my credit score before I can apply with someone else. I most definitely would not have applied with them if I had known the way they work.

I would like to follow up to my initial negative review. After NewRez responded with an email to send my issue I got a response same day that they received my email and they were escalating my case to a servicing manager. The next day I had a response from the servicing manager apologizing and recognizing that there was an error on their end with why my amounts were way off and gave me several option on how I wanted to handle the money that I had overpaid the previous month. I’m very happy that this issue was resolved but just still frustrating I had to wait that long to get answers. That is why I’m upgrading my review to 4 stars ***************** My mortgage was transferred to NewRez following the closing of my new house. So on first login I notice my payment is almost double the amount of what I signed at closing. So after looking I notice the big jump has come in the escrow amount and I know these numbers are just estimates and can fluctuate as they did on my previous mortgage. But $700??? It just doesn’t make sense to me since 2 of the escrow cost were known amounts that weren’t going to change for the first year (PMI and Homeowners Insurance) and I had a good idea what the property taxes would be and would not cause a $700 monthly short fall. I’ve have called 3 times over a 3 week period only to have the same response from all 3 representatives of we don’t know what’s going on we don’t have all your documents. I have all my documents stored on my phone and offered to send them and they declined. We are coming up on a month now with still no answers and I’m starting to get frustrated.

They took over my loan soon after I purchased. They completely screwed up my taxes claiming that my tax increased by $14,000 per year. They refused to contact my township for clarification. They assess multiple fees and penalties and never reverse. Customer service is terribly trained and incompetent. Now they are delaying my request for cancellation of my escrows. I've filed with Consumer Financial Protection Bureau Finally refinanced to get away from them. They never did contact my township even to figure out my taxes even after they were sent a refund. Wouldn't stop escrowing taxes and insurance even though the debt/equity was less than 40%. Good riddance

Absolutely awful experience for my mortgage and the refinance, I thought since they did the original mortgage would be a better experience-Absolutely not. Do not use this company. Save yourself time, stress and heartache and use another lender. Not sure how someone with a credit score 60 points higher than it was on original loan, less debt to income, making around 30% more than I did during first mortgage and still have to deal with incompetence and bad communication. Unreal.

I do NOT recommend NewRez. After years of using them for our mortgage, I have just managed to complete a refinance. It was an absolute NIGHTMARE. The loan signing had to be postponed four times, and involved 2 notaries having to be turned away from my door because they kept gaming the numbers. The notaries, by the way, were the only decent people - probably because they are not on NewRez payroll. The people I had to deal with were routinely incompetent. They have now refinanced the loan, but, having told me not to pay the July 1 instatallment on my previous mortgage, they have continued to leave that old (now refinanced!) loan open, and assessed a surcharge on it and a penalty, alleging non-payment! This will affect my credit rating. If I was not so far freaking down the road to hell with this company I would NOT choose them. Do yourselves a favor and avoid them. Find me on social media and I will be happy to also give you the names of the people I dealt with.

Customer service leaves a lot to be desired. Rep sounds so uninterested in reason for my call as if I was bothering them. Not a good look for a company at all.

Worst company for a refinance. Have existing loan with NewRez. Applied Refi for same property for a lower loan amount, interest, monthly payment 7 months ago. Should have been an easy loan. Provided same documents constantly. Constantly received following message from NewRez processors: "We have received all conditions needed to proceed with your loan. Due to high volume, we are experiencing delays". Why would a company start a loan if you cannot close even in seven months. Did multiple credit checks as they become old after every few months. Every new processor would ask different documents/conditions. Notified Customer Advocacy 2 months ago. Still no use. Decided to cancel the loan. Giving a 1 star is way generous for this company.

The worst! 6 months trying to refinance to only be lied to and ignored. Custom care does not care but will respond to reviews like they actually do. Might want to process some of your pending refinances before taking on new business. Found another company who had my refinance completed in 3 weeks. Absolutely deplorable customer service.

Edit 6/14: We finally closed... What a battle with underwriting it was but my rate went from 5.1% to 2.75% so I'll take it. Edit 5/27: Underwriting team is said to be backed up... they do not care for their costumers. I initiated the refinance with a new company based in Miami, FL called Quality Mortgage Solutions LLC and they offered me a better rate without points and I was promised that with all the documents at hand we will be closing within 21-30 days. They have a 5/5 rating and a bunch of costumers with the same issues I have with NewRez. Tell them Luis Delgado referred you and speak to Mr. James Wilson. Trust me!!! And you are welcome. :) Edit 5/22: Still not closing even though I've been told multiple times that we are "close" to closing. The problem is the underwriting team. I will update. Initial post: All the 1 start reviews are correct. Most likely, they bought your loan from your first mortgage company. I applied to refinance since it's in-house and I figured it would be quick... WRONG! I signed the Closing Disclosure which states we close on 5/7. Today is 5/6 and I was just able to reach someone after days of trying. At this point, I just want it to be over but I begun looking at other options elsewhere. Do yourself a favor and don't begin with them. Good luck!

I've been a customer for years paying my mortgage on time. I tried to refinance and 2 times it was approved and I paid over 500 to get an appraisal and was told they could not do it. People needs help during this time and companies shouldn't get our hopes up and make there customers wait almost 2 months just to deny them. Plz resurch places before using them. They always wanted updated papers and we sent them. Wast of time. Green tree was a better company... I hate my mortgage was bought out by new rez.... again plz research!!! I will be trying other companies now to take over my mortgage...

Horribly customer service. They reached out to me several times to refinance. I thought it would be more of a streamlined process to refi with my current lender. WRONG. Once they got me in the door and had me sign initial paperwork they pretty much ghosted me. No one lets you know what's going on. You have to reach out several times to get a call back and then they say " I will be in your file this afternoon". Okay, so then what?! I would give zero stars if I could. DO NOT USE THIS COMPANY!!!

Atrocious experience! We have our existing loan for a rental property with Newrez so when time to refinance, figured going with same bank would make sense. HUGE MISTAKE! $650.00 appraisal fee, 4 months and at least 4 different processers later and no closing in site. I've never experienced anything like it. Gross failure to communicate, show urgency or move a simple re-fi closing to end point. I'm only thankful that this was a refi and not a new, time sensitive, mortgage. No thank you Newrez, we will bring our business else where!

Can't give NO stars or negative stars, otherwise I would have. NewRez had been complained to by my wife and I vociferously once the process had reached several months. This was for a Re-Fi...our mortgage was already with NewRez and we wanted to take advantage of lower interest rates before they went away. NewRez purposely delayed the re-fi, continually asking for documents over and over....saying that documents had expired, not communicating etc etc. I just went on an on and on. We finally got a closing date and the Notary showed at our house for us to sign. As we looked over the documents, they were incorrect. We repeatedly quoted our terms back to NewRez and they conformed over and over and in writing....EXCEPT for one aspect of the loan.....POINTS......Our Loan office David Hanson promised us over and over "ZERO points"......when the notary arrived....there were points! NewRez artfully dodged the points and after all of the back and forth e-mails, and there were probably about 30...I could not find one thing that mentioned the points. They were smart about it, otherwise I think we would have a case for losing the low rate, plus no points and could get a lawyer. I would avoid this company at all costs. They are NOT HONEST BUSINESS PEOPLE.

Started a refi with this company back in January 2021 for a cash back to payoff some credit cards using equity in my home. Very quick response initially (of course so they can take money for an appraisal). Months have gone by and they continually need the same documentation already provided, new payoffs (no wonder new payoffs need collected I keep making payments on my mortgage). In April they finally sent me a closing disclosure, THAT HAD ME PUTTING DOWN $50K! This was supposed to be a CASH BACK refi. I told them the disclosure was incorrect and was told "they'll have processing adjust it". That was almost 2 months ago with no resolution in sight. I've requested my appraisal fee refunded since they have continuously passed any sort of deadline originally stated. They are saying they "can't" refund because my loan isn't declined. DECLINE MY LOAN THEN AND REFUND MY MONEY! I wish I would have read any review of this company back at the beginning of the year since almost all of these are pretty similar. Quick response, $ taken for appraisal, then constant carrot dangling. STEER CLEAR OF NEWREZ AT ALL COSTS!!!!

Update 3: It has been (3) weeks now and still no movement from them. Three E-mails sent to them unanswered and two phone calls that went to voice mail. Can they prove to us that anyone actually works there. Update 2: It has been (2) weeks now and after customer service told me that they would look into the situation after making my original post I have not heard back from them. Update 1: NewRez got back to me asking me to E-mail customer service. They responded that they will look into the situation. I have not heard back from them in the past (7) days. Same as many other reviewers. I started the refinance process 9/10/20. As of today 3/15/21 still not finalized. I have been conditional approved for the refinance for months. They ask for some information and then in a couple weeks ask for some more. It is impossible to get someone on the phone. I would suggest no one waste their time with this company.

HORRIFIC! STAY FAR AWAY FROM THIS COMPANY. I could not be more furious with New Rez. I started a refinance back in February/March, and emailed today (May 10th) to get a status update since it had been so long. I was told that my loan had been overlooked and that they have "no answers" why it wasn't worked on all of that time. Apparently all of my documents are now out of date from their lack of activity, so I would have to spend MY time re-applying all of this documents to fix THEIR incompetence. I am only a customer because my loan was sold to this company, and will now be looking elsewhere. Not someone you want to trust with something as important as your mortgage. Zero stars.

DO NOT USE NEWREZ to refinance your home! I have been a customer of newrez since my former mortgage company was bought by them. I decided to go with newrez because they had all my documentation, etc. I started my loan process November 25, 2020. It is now July 2. It is still not complete. I’ve called, I’ve emailed. Still no results. Yes, my loan was locked in at a low rate, but this is ridiculous! Second posting August 3, 2021. I could have given birth to a baby as long as it’s taken newrez. Still no update.

Same experiences the others that posted below. I tried to refinance and they claimed I would have closed by March 1st if I got them all my info right away. I got them the info within hours and now they are telling me it's going to be 3-4 months to close. Meanwhile, I already paid for an appraisal and it looks like I will not close in time for my rate to be locked in and the only reason why I was doing the refinance to begin with. I feel ripped off for the non-refundable fees. They told me I was most ideal candidate they have seen all year. I'm about to just go through my original mortgage broker and have someone else buy out my loan just so I don't have to deal with this scam artist company and then I will seek legal actions for their destructive behavior.

New Rez currently handles my home loan so we decided to go with them to do our stream line refi. This process was started in December and still has not been completed. After multiple attempts and emails that were not responded to we finally received a response that simply stated that our loan was cancelled. When asked how or why we were given a generic answer and of course the finger pointed started to fly. The loan was then re-instated and passed on to a Loan Officer. I have reached out to this LO 3 weeks ago and after 2 follow up emails still nothing. Is this really the way you do business? If it wasn't so late in the game I would pull our request and our loan and move to another lender. However I am trying to remain patient and that is wearing tissue paper thin! I will find out who else I can complain to and launch a formal complaint. This is unacceptable that is has now been 4 months and we still DO NOT have a closing date or even a clue when that will be. I will not do business with this lender in the future!!!!!

We submitted paperwork in Oct and still have not closed on our refinance, which we were told would take 30-45 days. It is now March??!! wish I could give 0 starts for the zero amount of effort this company gives its clients. We have been asked to submit the same documents multiple times because of the delay. Our appraisal (that we payed for) was no longer good bc it has taken so long. I wish I had a job where I didn’t have to do anything and still get paid. This company is absolutely terrible. DO NOT USE!

Terrible. I have been dealing with them for over 1 month in paying our property taxes. I was told for weeks on end that they would be sending a check out "the next day" I finally was able to speak to someone who escalated it to the research dept. because she saw through the notes every phone call that was made and the check was NEVER sent out. Finally, It got sent out past the due date I might add. It has been 20 days since it was sent out and our treasurers office still has not received the check. I call and speak with someone who provided me with an address of someone they sent the check to that was a "tax assessor" for the county. This address was no where on the tax bill that was sent to them so I am not sure where they got this information from in order to send it to. The tax bill is still delinquent to this day and I have called them and provided them with information for the treasurer office to call directly because I am sick of being told things that are not true and nothing being done for follow up. Who the heck knows where the check is that they sent out. If it wasn't for just refinancing 6 months ago there is no way I would continue to stay with this company. I do not trust anyone will follow through. I am calling weekly or multiple times weekly just to micromanage what they say they will be doing. Shame on them. Edit: the response to my complaint was addressed very quickly with a promise for somone to call me ASAP. This was 6 days ago. Beyond infuriating and especially becuzse the funds are pulled from my escrow account and NO WHERE TO BE FOUND. I am irate

The lack of communication and follow through is astonishing. It almost seems like it is more work for you to be ignored at the rate you are. I understand the demand for refinancing is high, but my goodness. I am regretting this whole process. 8 Months in and still no resolution or updated. I have called about 20 times since September with promises of call backs and have yet to hear back.

Terrible experience with refinancing. Waited 9 months and pre-approved twice and they pulled a hard credit check twice and finally just received a denial letter. One of reasons at end given was too many inquiries in the last 12 months. By the way, I currently have a very high interest loan from the same company. almost like a scam to me what they did. Sure they want to make sure I keep current high interest loan from them. Reading all other reviews, a class action suit is boiling here

So disappointed with the communication with NewRez and the customer resolution team. They said I had a shortage in escrow $330.00++ even though the cost of the taxes were $350.00 less than the previous year and my payment should have remained the same. I have tried to reach out to the supervisor Channel Dodds but she is not answering my email or my requested return phone call because NewRez reran my escrow and it still came up short which is craziness. At the time my previous loan servicer handed off the mortgage, I should have received a letter at least 30 days in advance which I did not. So since the very beginning, it started off bad. If someone wants to correct this- they have my information. I was contacted on this site and asked to reach out via email which I did the same day- I have yet to receive a call back even though I called and spoke with Dan Marin who is also a supervisor and have made no additional contact with him or anyone else to resolve this even though he said he would get me a resolution. I have been in contact with the BBB and the CFPB to get resolution. The CFPB has emailed back that the complaint is with NewRez. I am being held hostage and forced to make the payments which are higher than they should be.

Had a good experience with the phone professional. what I don't like is all the emails I get from Newer, way too many.

If I could give this company a zero review it would be there. I have been waiting since AUGUST 2020 for a refinance. I currently hold a mortgage with New Rez. I keep getting the run around from them and no one ever responds to my emails! I am being scammed by this company and there is no way to report them because they hide behind email addresses and just ignore the customers! DO NOT USE THIS COMPANY! They are a scam! I've already copied the below email address on just about every email and still no response for months! So that's useless as well.

Thank you for money wasted. The company was my original lender and gave them chance to refi my loan. After 3 months no refi. Tried calling an nobody had any idea what's going on. Very poor customer service when someone answered the phone. Wasted money on the appraisal fee and 3 months waiting. Went with another lender and closed escrow in 3 weeks. The only reason for writing this review is to help other people not waste their time and money with this lender. VERY POOR BEWARE I read the reviews and is everything I experienced. So it's just not me

This incompetent company bought my loan one month after the house was built finished and financed. I get a letter one month after saying I had no hazard insurance. So, I call them we spend over an hour on the phone calling the company and she let me go after I gave the company permission to give her the information. Then 3 months later I get another letter saying the same threat, to charge us 3 grand for some over priced hazard company. So, this time I call them send an email to an employee with our hazard plan she said she updated the information and all was good. One month later they send us a bill. We have only payed our mortgage ahead of time never late. This is the time I've had to waste being a work at home. I should be sending them a flipping bill for wasting my time over and over again. Oh this is still on going by the way. They still cant get their acts together. They deserve zero stars.

After 8 months of trying to refinance I’ve finally given up. Save yourself from the stress and time of dealing with this company. I understand the complexities that COVID has introduced to the process , but the main issues were communication, organization, and leadership. I was escalated to supervisors and managers a number of times and contacted by 8 different resources asking for information that I had already sent. Each time I spoke with a supervisor or manger I would reexplain the situation and they would assure me that they’d see it through to completion. The “last piece of information “ needed to close was sent to the first escalation person. They went silent, so I was escalated to a second escalation person who asked me for the same information and assured me it was all that was needed to get it through. 2 months later, still nothing, which brings me to today. A third escalation person, the Manger, called me and explained what had happened or what should have happened. I started the process in August of 2020 and I worked through, now 9 people, and we’re still talking about what’s needed. At minimum I asked for the PMI to be dropped from the loan because I paid $500 for the appraisal which shows a well below LTV ratio. I started asking for that 4 months into the refi process; in December. I was told it would drop when we close on the refinance. 6 months into it I asked for it to be dropped again and was told the same thing ; that it would come of at closing time. Maybe that’s their strategy. Before submitting this review, I tried reaching out to their customer advocacy group for help (using their email address that’s in their standard reply to all the complaints), and didn’t receive a response. UPDATE: 5/27/21- To anyone going through this same nightmare, we switched companies and closed today; it took 6 WEEKS!! I'm writing this to help others and note that the biggest difference was working with only 2 individuals who stayed on top of action items, follow ups, and just communication in general. I had a Loan Officer and a Loan Processor. My Loan Officer made all the difference vs. my Loan Officer at Newrez who I constantly had to follow up with only to be escalated to other resources. I was hesitant to go through the process again with another company, but I'm glad I did; I experienced what the process should be like.

Recently refinanced with them. Don't do it! No communications. To refinance through them it took over three months. I had my house financed through them already. They lost paperwork, they just didn't communicate with us. Never got copies of closing documents! We had to constantly stay on top of them, calling leaving messages. I would not recommend them to anyone!

Almost 4 months into an (alleged) refinancing and easily the worst experience I have ever had with a bank/finance institution. I've turned around documents requested in hours at most, and my loan has now sat stagnant for 8+ weeks with little-to-no communication from NewRez other than "someone is working on your file and I can't ask about it or talk to them per company policy". I've given up on it actually ever closing and wouldn't be shocked if they are just running a side hustle with appraisers to have appraisals done and paid for with no intention of loans actually closing. 0/5 if I could give less than 1.

Painfully hard to get ahold of. I changed my last name 6 months ago. I called customer service who said they couldn't help and that I had to upload it to their website. I uploaded my new license to the website. My name is still not changed, and I have subsequently reached out 2 more times after the initial time. They also pulled the mortgage from my account a day early without notifying me, a day before my check went into my account, so it bounced. I got ZERO notification that it bounced or that I owed them anything. Once I realized what happened, it was too late and I now have a "late" on my credit report. I filed an appeal because they took it out on the wrong date (again, customer service couldn't help) and received a generic typed letter that said they'd be in touch within 15 days. That was also 6 months ago. Needless to say, I am very unhappy that my mortgage is being held here. If you have the chance to go somewhere for your mortgage, go somewhere else. Their customer service is a joke and nothing seems to be getting done on the back end. Call after call and submission after submission, no help from anyone.

DO NOT use NewRez for a refinance, even if they're your current lender. I would seriously give zero stars if I could. Like many other people have mentioned, our original home mortgage was purchased by NewRez in the first year of owning our home. We approached them last NOVEMBER thinking a refinance with our existing company would be easy - it has now been 6 months of wasting our time and we seem to be getting no closer to closing, even though NewRez has sent us multiple rounds of (conflicting) closing disclosures. My husband and I have never missed a mortgage payment (on the mortgage THEY CURRENTLY OWN) and have excellent credit. This should be a no brainer, but NewRez doesn't seem capable of passing this hurdle. We've already sunk so much time into this process that I'm crossing my fingers it works out, but would advise anyone else to look elsewhere. I feel badly for the employees who work for this joke of a company, who clearly aren't empowered by management to solve very simple problems.

I REALLY enjoy having NewRez as my mortgage servicer! The app is super easy to use! Completely open and upfront regarding all mortgage details! The customer service and staff have been extremely supportive, helpful and kind! *No offense intended, however…* U.S. based customer service which certainly makes interactions easy to relate to and understand my specific needs or concerns! Overall, I’m truly satisfied with NewRez!! Thank You!

I was trying to refinance my mortgage that was already transferred to Newrez. Since they have my loan information and I thought it would have been easier however it was so delayed its and took them almost 4 months to close my mortgage. I am very disappointed I have to submit at least 3 time my documents and back and forth. Wast of time!

They went in my account and took out 2 payments 2 weeks before Christmas and they are telling me I have to wait 1 to 2 Business days to get my money back I've been on the phone numerous hours trying to get ahold of someone and customer servi want a customer service and they all tell me the same thing sorry there's nothing we can do just wait how is that fair to me and my family we're hungry We want to do things go Christmas shopping and what not 2 weeks before Christmas you still want money and tell me to wait strongly Recommend not using new Rez

Over 90 days to close on a refinance. Definitely forgotten about. Lots of excuses but no action. Glad I took my business somewhere else. They were my current mortgage holder and couldn’t even get the address right on the refinance. Beware your just another number to them.

This has been the longest experience EVER! After making the priority to save and improve my credit score for the best rate. I reached out to MY CURRENT mortgage company to refinance. I started the process on 12/15/2020 and was given the likely turnaround time of 6-9weeks for closing. That too seemed a bit long compared to other's experiences, but I decided to move forward. My loan officer, Adam Kofsky, completed the application swifty, but never reached out again! I had to constantly follow up by phone or email for clarification or see my current status in the process. IT IS NOW 4/7/2021 and I still have not gone to closing. I was given a closing date 3/12 by my loan officer, Brittany Goode, and after providing all the documents requested (multiple times) and requesting email updates 7 days straight, she has stopped responding to my emails. After speaking to other representatives, the repetition "this is common" or "due to COVID" seems to be the reason for their failures. PLENTY OF PEOPLE ARE BUYING/CLOSING ON HOMES AND REFINANCING DURING COVID IN A REASONABLE TIMEFRAME. NewRez' lack of urgency for their current clients is despicable!!! If you are unable to provide a service within a reasonable amount of time and at a satisfactory level of care and diligence, DO NOT MAKE IT AVAILABLE. I also am formally following up with corporate about their systems and employee's lackluster operations.

I have been very pleased with New Rez until I started a refinance in June. The process was started with Thomas Baxter. It is now the end of September and the closing hasn't happened. Customer service stated that my signed paperwork finalizing the closing was received-at least 4 WEEKS AGO. They transfer me to the loan dept. The loan dept is automated-no live person to talk to and TRANSFERS ME BACK TO CUSTOMER SERVICE. Thomas Baxter never answers his phone and doesn't return messages. Danielle Henderson, the loan specialist allegedly handling my refinance hasn't returned my calls and doesn't answer her phone either. I insisted on talking to someone today about this. Customer service sent out an emergency email to the managers regarding this. I was expected to get a call within 2 hours explaining why the paperwork is complete and approved but not closed. It's been 4 HOURS, and I know I will not get a call back today. Very poor business practice. . .

This has to be one of the worst companies I have ever dealt with in my life. The person handling my account can’t get the numbers straight. The representative knows my wife died in June. He sends me paperwork requiring my wife’s signature. I reached out on Twitter and supposedly my concerns were being “escalated.” That didn’t work. Almost 7 months trying to resolve an issue and it can’t be taken care of. If you have a choice of getting a mortgage with Newrez aka Shellpoint or banging your head against a wall….banging your head against a wall would be less painful! UPDATE 9/16/21:. Now over 7 months! Escalation and RE-ESCALATION did nothing. Any NY/NJ consumer reporters interested hmu.

If I could give lower then one star I would! We've been going through the refinance process for over 3 months. There is no communication from the loan officer who told us this process would take at the most 45 days since they are our current mortgage holder!!!!! Again 3 MONTHS and counting. We've submitted the requested documents 4x and they keep asking. The rate lock has been extended 2x and now possibly for a 3rd time. We call no answer, we email no answer for days. When they do answer is to ask the same questions we've already answered. We have called the sales manager also no answer. Completely unprofessional and poor communication. We're at the point where we are wondering if this is even a legitimate company with all poor handling of important financial and personal information. No one seems to care about their customers.

Not happy with the outcome. Fully switching to someone else. This shouldn’t take 5 months to refinance on a house. Trying to get full refund of our money back and absolutely nobody will answer the phones or our emails. Weeks upon weeks later. They are dragging feet in hopes we back out on refinancing. We will be reporting them to the BBB after receiving our refund.

While I am never late with my payments, due to the high volume of mail over the holidays and in spite of mailing my payment a day earlier than the previous months, my payment ended up being received late so they gladly tacked on the late fee. I contacted customer service about the late fee to see if it could be waived and their answer was absolutely not so I highly suggest getting financing through another lender that has a little more compassion and understanding especially if you are someone who may be struggling a little bit financially through this pandemic. This is an update after I emailed them and even it was all over the news about the US mail delays; late charge stands. This is a very inconsiderate company I would never want to deal with again.

This is a scam place a never seen, on June 23 2021 I call customer service to place payment on my principal $9300 at soon as I finish to login on my account I saw different things $8260 only go to principal another payment go to August payment I did not asking for, when I ask to speak to supervisor or manager they refused to do so. Buyer beware when they doing bad things name will be change shellepoint to newer using different name after year, never sent u email confirmation anything, they even tried take ur money on escrow on money account . I think if everyone victim the same or continues victim don’t said silence report it also to FTC. I want to know who is manager this bank or lender where they came form.

This is one of the ugliest mortgage banks. They collected money from me every month on escrow for my hazard insurance 589 dollars. and then did not pay it to the insurance company. Then NewRez is sending me a letter saying I do not have hazard insurance. Their customer service is very unprofessional. It is extremely hard to resolve anything . They keep you on hold while playing very irritating music when you call them. That is their way of making sure people do not call them. Their business plan is a scam. Stay away .

1) I set-up automatic payments in November. For some reason, the payment didn't go through and I was subsequently charged a late fee. 2) Upon realizing payments were late, I attempted to contact customer service on 2/4, only to wait on hold for 30 minutes before being disconnected. 3) On 2/4 I submitted 2 payments to bring my account up to date. On 2/8, I received an email saying I have not submitted payments, which is incorrect. Concerning considering the whole purpose of a mortgage servicers business is to accurately account for and service mortgages. 4) On 2/8, I called into customer service to raise the issue, express frustration and come to a resolution. The customer service rep was robotic and showed a lack of critical thinking skills. The answers provided only repeated that issues with the poor technology platform exist. NewRez seemingly creates barriers to the payment process so the mortgage servicer can generate revenue via late-fees. 5) After attempting to submit a customer service complaint, one gets the blue spinning wheel of death. Another example of a horrific platform!

NewRez was my previous mortgage holder and has been promising me since November 14th that my last payment would be reimbursed to me. I have spoken to at least 6 people over the past 5+ weeks who said that they would look into it and get my money back into my account. I even emailed them my November bank statement to prove that I did not receive the money, as it showed that the transaction went through on their end. It is 4 days before Christmas and they are still holding nearly $1,400 of my money hostage. I have not received any response to my emails and continue to wait for my money. It is incredible that they can ACH the money OUT of my account at the drop of a hat but to get it back INTO my account has proved impossible. Every person whom I have spoken to has been very pleasant and has tried to "help" yet I have yet to be reimbursed. I have never written a negative review in my life but I truly feel like this one is more than warranted.

Easy to do, but took a long time to get settled. We started our refinance in November and didn't clear it until late Jan. It was in Underwriting for a long time. Was told there were a lot of people refinancing was the issue, but only until I asked was taking so long.

I feel I was very well supported during the Covid-19 pandemic and now receiving the assistance I need through their collection/secondary? company Shellpoint.

Absolute GARBAGE, will be switching mortgage companies as soon as possible. Communication is non-existent, horrible customer service and if you request to speak with a supervisor - be prepared to wait weeks until you are contacted by one. Back in November 2020 (a week after I had given birth), I had initiated a refinance...what a mistake that was!! I was told to hold off on submitting January's payment, as that is when I was suppose to be closing on my new loan and ended up getting denied due to not submitting payment for January. I called and called and called for WEEKS (from January 18th until February 2nd) and just submitted payment since I hadn't heard from them and didn't want to get behind on my mortgage. Only to find out that I am no longer eligible because of the late payment (I had a immaculate payment history up until January)! When I finally speak to a "supervisor", he said he would call be back within 48-hours...52 hours later to let me know there was nothing he could do. So here I am now, with a negative payment history due to YALLS horrible communication and a denied loan application. If you have the option to go with NewRez or any other company...I suggest you with the other company. Do business with companies that do good business and this one does not.