Avoid at all costs, I would give zero stars if possible. They owned our loan for about 1.5 years and were extremely difficult to work with. Customer service team is completely incompetent, ordering the wrong appraisals we asked for, answering questions incorrectly or simply telling us they don't know the answer. Feels like this company is stuck in the 90's, I have never had to fax anything in my entire life until working with NewRez. If you send them an email asking a question, you can expect a response over snail mail in 10-14 business days. It took 6 months of back and forth to try and have our PMI removed and it never was, despite meeting the requirements laid out to us by their customer service reps. We refinanced with another company and were able to have our PMI removed and loan taken from this terrible company in less than 3 weeks. read more

Beyond pathetic customer service. Our mortgage recently was sold to these clowns and, by far, worst mortgage servicing company I've dealt with during the 30 years I have have had mortgages with several lenders. Avoid at all costs. Their "Customer Service" reps are polite but essentially act as a firewall, either unwilling or unable to put you in contact with any person who may be able to assist if anything need be done other than make a payment. We finally had to file a claim with our state Banking Commissioner to get them to locate and acknowledge timely receipt of a payment made months earlier. Only way I found out that they finally remedied the error was via notice from Banking Commissioner. No one from Newrez has ever contacted me to try to resolve the issue, despite repeated calls and faxes. Unless your mortgage is transferred to these useless sloths, avoid at all costs. read more

UPDATE: 2nd months payment and the new site is still down. See the attached photo of the error message. Ive now emailed them twice and called an additional 2 times today (hold time over an hour) hung up on once. Guess what they are now claiming no site problem exists. Um I'm sorry, I've been claiming issues over a month and a half, plus multiple reps have confirmed the problem exists. So here's the screenshots to prove it. ORIGINAL: Our Loan was transferred from Ditech. First off in the last 2 months I've had 7+ hours of hold times trying to get in contact with this company. They never sent me any starting info so I had no was to access my account without the account number. After 3 hours of hold time I received it and paid online. I thought the worst was over..... oh was I wrong. Went to pay the second month, they have a new website, Go to that one, get logged in. Go to pay my bill. "ERROR MESSAGE". Call them, after 5 calls, being hung up on 4 times and 4+ hours of hold time 2 transfers later and they tell me they are aware of the outage and they can make my payment with a $15 dollar fee. FEE ARE YOU KIDDING ME! They. refused to wave it and said it wasn't their problem, and if I don't want to pay the fee I could pay online. Wow didn't think of that...... Long story short they wouldn't transfer me to their manager and they refused to wave the fee. Since I still had 4 days before my bill is due they advised me to wait and maybe the site would come back up....It's still down. -10,000 Stars from me. This company is committing fraud to get more money. Lets just say they have 100,000 Loans (which is probably low honestly) They just made 1.5 Million this month. Class Action Lawsuit in the midst. read more

Newrez - Mortgage Lenders Near Me - Fort Washington, Pennsylvania

no humans, all AI, they took over my loan, they couldn't take my payment, they were not set up yet for online payment, said I wouldn't be charged a late fee, well long story short they have called my account late, and want another $15 dollars not large figure however if they to do enough people ot can become a large amount! NOT TRUST WORTHY read more

Never never never go with this company. For four months they have continued to mail my mortgage statement to the wrong address since they took it over. After numerous calls and guarantees of correcting this issue, it still persists. I have asked for follow up calls and emails and I get NOTHING. Their customer service is one of the worst I've encountered. Stay away from this company. read more

My family, like many others has been impacted financially by this pandemic. We are down to half our income and living hand to mouth. I've told them this, they don't care. I've gotten 7 calls calls from in the last couple of days. Sent them all to voicemail. It's sad to say, but even Ditech was better than this terrible loan holder. read more

Newrez - Mortgage Lenders Near Me - Fort Washington, Pennsylvania

I looked up reviews on NewRez because of the problems I was having. I have to second all the single star reviews I have read. They are horrible. I was a transfer from DiTech, just like many others. The transition was not handled well, and the ongoing is getting even worse. Contacting them is a herculean effort. Their website constantly says there is a problem and will not let you make a loan payment. I have left VM's that I can't make the payment through their website, with no response.. I am trying to see if I can force a payment from my online banking account. But wow, how do they pretend to be in this space. No skills, no professionalism, and apparently based on the reviews, no desire to fix the problem. I will be exploring a way to get away from them. Hope you do too. read more

Newrez - You see this message a lot on their website - Mortgage Lenders Near Me - Fort Washington, Pennsylvania

I wonder if this is a real company. Honestly, since I was sold to them, I've hated the log on rigmarole that came with my new mortgage servicer, NewRez. Initially, it took several attempts and calls to the customer service department to find the correct site to pay my mortgage bill. After a number of steps and working with their customer service department (yes, seriously - twenty years in tech and I required CS to figure out how to log on to their site) I finally got there! The page has been bookmarked for months and I've paid online with everything working fine. This week - it stopped working and I've been redirected but the redirect doesn't work. After an hour of trying it myself, I called them on Monday 3/2 and after 50 minutes on HOLD, they condescended to me telling me to do all of the troubleshooting measures I'd already tried. When that didn't work, they were stumped. I was told the matter w/b escalated and the tech department would be in contact. Tuesday, 3/3, I awaken and try to log in again, the same exact screen sequence and dead redirect. I call and once again call as I've checked my email and they've not responded. After another gnarley session with their endless stream of phone trees, I ultimately reach another person (leaving names out b/c that's just too personal) and she tells me to do all the same stuff, tells me it's strange I'm seeing this and assures me it has been escalated to tech support. Thursday, 3/5, no reply from tech support and I'm still unable to log in to pay my mortgage bill. Once again, I navigate the hellish steps of reaching a live person and once again, the same speech, we can only send it to tech support. We can't even call them. They are the ones who can fix this. Finally, I said, No, get me a manager now. After I hold, a manager who has been at the company for 2-weeks takes my call. That was yesterday. Tech support still hasn't emailed me, nor has she. The portal is still leading to a broken link. I have been trying to pay my bill since 7AM on Monday. Every day you pay late it cost more in interest. If I pay after the 16th, I'm penalized 5% of the total. What on earth! I have sent them photos of my screenshots. I can't post them here for obvious reasons. At this point, I'm wondering if this is a legitimate company. Was there is a major security breach with their website? I'm at a loss for how to get help but the fact that I can't pay my bill without mailing a check - which unless I pay for expedited delivery (very expensive) - there is no proof it arrived on time. I have no access to view my own mortgage account and the problem has been reported five days ago with NO WORD from the company. read more

Great Mortgage Company , the people work with you and help with any questions you may have.

Nasty little corporation that operates with SHADY "methods of Operation (MO). Since I've owned almost 100 properties, I've dealt with many banks/credit union/mortgage servicers. But nothing like New Rez/Shellpoint!!! My disabled veteran brother refinanced his property few times--last time ended up with DiTech....which in the 2 years I paid his mortgage, was professional, prompt and totally transparent--the polar opposite of NewRez (which "bought" my brother's loan in bankruptcy settlement of Ditech assets.) NewRez assumed the loan in Jan 2020; first few monthly payments were difficult and time consuming to complete. Then NewRez raised payment $100 month to increase escrow account---even thogh I have the escrow account they furnished---which shows positive balance. So I asked for payoff statement. I authorized NewRez/Shellpoint to withdraw that exact figure from one of my accounts in a telephone payoff payment. Not only did they remove MORE THAN AGREED AMOUNT....they misplaced my funds and took extra month of interest out of my escrow refund check even though they showed the funds arrived correct day!!! Every different employee has different story to tell--although all say they "will take care of problems"....which NONE HAS! Now the "story" has switched from misplaced funds to paying entire amount to principle and none to interest (which is impossible since principle was FAR LESS than payoff figure)....now their "story" is the ILLEGALLY withheld $380 is for "mortgage servicing"---which is NOWHERE IN PAYOFF STATEMENT....nor in any paperwork frpm DiTech who contract NewRez bought---BUT CANNOT CHANGE!!!! SO BY THE HUNDREDS OF COMPLAINTS FILED WITH BBB...it's quite evident this is their corporate MO---they steal....invent fictional charges....fail to legally extract funds...they train their employees to dazzle customers with brilliance all the while baffling them with bullsh*t!!! ______________________________________________________ ****DO NOT DO BUSINESS WITH NEW REZ OR SHELLPOINT**** ______________________________________________________ I paid off 4% mortgage to eliminate the monthly headaches dealing with payment. Now to get refund of ILLEGALLY retained $380 from MY escrow reserves!! read more

Forced to use after they bought Caliber Home Loans. Many issues similar to what everyone else is stating here. Avoid if possible and refinance to another lender ASAP if you end up with NewRez. read more

I have always had great customer service and that is a big issue with me. Any problems have always been resolved in a short time. read more

La peor compañía que nos pudo haber tocado es un caos con ellos pecimo servicio. Una persona díse una cosa y otra persona dise otra cosa

we both had gotten Covid and then two weeks later an ice storm closed all schools and business for a week. I explained this and they were able to help us get back on track. truly a blessing. read more

Why don't these companies learn to answer the phone? They make billions and billions of dollars in interest every year. Yet, they can't answer the phone. I can call L.L. Bean and they will answer right away. And, if I call Uline, an office product company at 2 AM someone answers on the first ring. This inability to answer the phone is a real turn off. From CVS pharmacy to Lowes which is the absolute worst and AT and T All these companies that make billions of dollars are just a bunch of cheapskates and can't be bothered to talk to you in person. If New Rez was serious about excellent customer service they would get passed all the B.S. and start to answer their phones like real people. read more

I have had several mortgages in my life, and this organization transcends all of the 'wrongs' in virtually every possible way, by virtue of the fact that no organization can be this 'incompetent' without it being ON PURPOSE and BY DESIGN! The myriad of persons I had to deal with on the phone only were script readers with one exception, a gent named 'Van' who was out of the midwest somewhere. Two women I spoke to in other locations were apologetic and actually stated they were, in-fact, "Sorry you have had to go thru this with us.." (no doubt they have been fired by now for their empathy) Cutting to the chase, this company is in deep financial kimchee. It's CRE holdings with unrealized losses are so large and in-fact, a ticking time bomb waiting to go off on them, that they are resorting to shaking down mortgage holders whom they acquired their mortgages by Fannie Mae (Caliber), and their lack of competent business leadership gives them the impression that 'this' tactic of illegally charging FPI with policies in place, and grabbing escrow money from borrowers for no valid reason, will bail them out. They are bleeding so much RED INK that "MOTLEY FOOL" rates them as; "ONE STOCK I WOULDN'T TOUCH WITH A TEN FOOT POLE..." (direct quote). This is a sinking garbage scow company that won't weather this storm due to their utter and total lack of competent business acumen and leadership. They'd be the poster boy's and girls for HOW TO BEST MAKE A SMALL FORTUNE WHEN STARTING WITH A LARGE FORTUNE. The undue and unwarranted hardship of dealing with them and their 'extortion racketeering' has caused me to suffer greatly because they illegally feel they are immune from prosecution for their criminal enterprise of 'loan sharking' and 'embezzlement' they pursue shaking down people who were doing fine before these scumballs aquired their mortgage servicing from Caliber/Fannie Mae. Only thing to do is find a good law firm to represent you and sue them for breach of contract, fraud, and RESPA as well as TILA violations. Send all correspondence to them signature required, and all QUALIFIED WRITTEN REQUESTS must not just go snail mail without this because they will just throw them into the trash can and claim they never got them. All NOTICES OF ERROR letters, same thing. But get a law firm and by all means contact your local Dept. of Financial Institutions in your state or whatever they are known by and have them go after them. They routinely break the law and absolutely believe nobody will hold them accountable as their garbage scow sinks filling with water from these CRE losses they have on their books. Best thing to happen to them is they 'implode' and their assets acquired by a company with operational ethics and competent management. read more

Terrible company looking to charge extra fees for their own mistakes. Support people don't care to understand an issue and do little to resolve any issue. Avoid this company. read more

Quick, easy online payment system. Great customer service when needed. Way to go!

Helpful and personable customer service over the phone! Answered all of my questions thoroughly.

customer service was a great and excellent, but? I still not like their system which I'd like to complain !! Since my loan had transferred to NewRez and I did not have a control of it. . . My loan had separated with tax property bill before, but they changed without my permission or? did not any option to ask me ! Now, I can not control of tax bill and I can not know what's going on my tax statement which they took over it. . . . many reason I am not a happy for their system which they combined loan and tax payment together for monthly. So, monthly payment became so high which I was avoided before. . I don't recommend friends or any my family member for "NewRez" !! I tried to call them or email them, but there is no answer of it? and they ignored my request to change back as same as befoer. . . ?! read more

very friendly and helpful, no bumps in the road. They've got customer service handled! I need to make a couple phone calls in order to schedule some payments and each person I talk to was great. read more

Loan was acquired by this company after a refinance. Haven't had any issues. Customer service responded promptly when I was unable to log in to the website. Courteous. read more

I can't really give Newrez even a 1 star! They bought out our mortgage some months ago and within that time we were selling our home and the buyers were assuming our loan it took Newrez over 3 months to work on the loan and still wasn't able to get it done so we canceled. There was no communication at all. Then we finally went with a new buyer so the home but newrez reported we were late paying and we never been late paying our mortgage read more

Our mortgage was transferred to NewRez and we are constantly bombarded with offers to refinance and "save money." They did not send out December 2021 mortgage statements and when I called they told me they would be sent out with the January 15, 2022 1098 forms. At this point we would be delinquent and the customer rep told me we had 16 days from January 1 to pay. She also said that I had made 12 payments for 2021 already, which is a lie. No explanation as to the delay, although it may be a ploy to increase their revenue from unpaid interest and late fees. Something is very shady about this company. read more

The representative that helped me was excellent and took care of my problem as promised.

Great customer service! This was my first time calling with a question, and I had no issues at all. I waited no time reaching an agent, and they were very nice and easy to talk to. read more

They will take money out of your account 2 times and make you wait forever to get it back strongly recommend not using This company they will steal from you and make you and your family starve while waiting on a refund read more

all you can do is hope your mortgage isnt sold to newrez. awful communication, always trying to scam you and hide fees everywhere

I am selling my home and New rez offered me a mortgage if I need to purchase another one but right now I am renting I was in my home for 35 years Everyone I dealt with was very courteous and you the information that I needed read more

A mail-lost payment was easily handled and fixed.

Thomas Vandeventer promises the moon. Then he misses his self-imposed deadline, does not provide what he said, does not return phone calls and does not return e-mails. Other than that, he's the bomb when it comes to mortgage brokers. I guess his cushy job allows for that "service" level. I'd move in another direction! (and will) read more

My question was answered quickly and my issue was fully resolved. So nice to talk to a friendly representative who understood my needs perfectly! read more

literally the worst janky mortgage services ever. The worst phone tree, the laziest and worst phone reps - stay far away from this company. completely incompetent. Sending over requested documents and they never update their records. They are sleazy and slimy. When you call they read you a 10 minute disclaimer how they will use all info against you to colelct your debt and you are just trying to update your own records - read more

Good mortgage servicer. Website is not as user friendly as other home banking sites but significantly better than other home mortgage servicing mobile banking websites. You are able to locate payment history, the interest and principle breakdown, and escrow breakdown as well. Making payments online is fairly straight forward and customer communications and service when you have questions is excellent. read more

Receiving my mortgage payout was pleasantly quick and pain free. Very professional staff that took the time to listen and help. Well done!

Service is great, but the standard disclaimer that this is a debt collector etc... should not be something I'm hearing when I'm calling with questions about a debt I am not late and and I've never been late on. I assume the person answering my call is going to be most interested in collecting money from me and not helping me. If you have debtors calling the same number maybe filter them so not everyone is treated like a deadbeat. read more

Would not recommend them to an enemy. They bought my mortgage in April and it has been hell since. Threaten you for a payment that you have proof of, harassment after you proved you were right. They had so many complaints against them they had to rebrand as NewRez Update. I decided to pay to switch to another mortgage compNy, they have been so slow and have made so many mistakes that the new company is actually complaining about them to me. read more

I was taken aback at the length of time it took to refinance our mortgage with NewRez, but in the end it was completed and all the numbers work in our favour. Eddie M was great, we are happy. Thank you. read more

It took them over 2 months to find my loan after they bought it from Caliber. I tried to pay my mortags but could not. Eventually information made it to New Rez. Now they are sending me notes about missing payments and I'm having waste time so as not to pay penalties. read more

Tried to refinance with New Rez. (I have never missed a mortgage payment in over 30 years.) Terrible customer service and business practices. Upfront payment for home appraisal of over $500.00, underwriting requests endless documentation and then loan request status changes to "inactive". (No response to calls or emails for information as to what that means...I am assuming refinance request was denied). No proof of this but I think my age was a deciding factor; which is completely illegal. Terrible, terrible...stay FAR AWAY. read more