16 months in and twice I have attempted to make an extra principal payment. First time the wrote down too many routing numbers on my check. Bam 25 dollar fee. Second time I attempted to make an extra mortgage payment. Bam another 25 dollar charge due to their company having the wrong account associated with the payment. Third time an increase in my escrow account due negligence on their end regarding flood insurance. I have spent hours and hours on the phone with these guys. And then I get some mail that they have no knowledge of my flood insurance policy. Called my insurance company and had them send a policy to this scam company highlighting my flood insurance policy. 3 weeks later another piece of mail(you don't have flood insurance). A second time I call my insurance company and have them send another proof of policy to this scam company. 1 week later after my escrow and total payment has increased by 25% I call them again.(mind you this is around the 7th call I have made to this company IN 1 YEAR REGARDING THEIR INCOMPETENCE).. sO I CALL THEM AGAIN(another WASTE OF TIME). Im told by a representative that they need more time to review. 3 weeks later and I call again(I have better things to do with my time). And am told that it has been reviewed and found on their end that no mistakes have been made.(a little information, 3 weeks ago they acknowledged a mistake and were supposed to send me a check which I denied because it wasn't equal their #@!%up.). This company is a prime example of incompetence and only because the re-fiancé cost is so much I am stuck with this complete incompetence. You know when I signed my mortgage, my policy was not with this company. My policy was sold (a company I initially contracted with) to this joke, hassle and un-regulated pos. All I can hope for now is that my mortgage is sold again and I can get away for this bs. When will we have some options and someone stranding up for the consumers against companies like this? I called a lawyer, the fees, not so much. the extra percentage increased just 1 month on a budget, not so much. The time spent on the phone and the aggravation accumulating into tens of hours, priceless. How does an incompetent company like this stay in business? Which one of our delegated politicians is protecting a company like this? How does a company with such shit reviews stay in business and keep their license? Someone must be making a lot of money not only on this company but passing laws that sell my contract out to companies like this. Its passed time to let a mortgage company like this stay in business, time to call some lawyers and begin to bury them in litigation. Doesn't matter who you call, call someone. The weight of numbers which we obviously have will finally put some pressure on this incompetent company that continues to suck dollars out our pockets,free of oversight. read more

Ok Mortgage company. HOWEVER, use a throwaway email account !!! They spam you 1 - 3 times a day (average is about 10 a week).. NOTHING I have done will stop the them. Unsubscribing multiple times does nothing. Calling them and begging, bitching, and even being short tempered does nothing to stop the Tsunami of spam. Their email marketing company has skilled computer programmers... As near as I can figure out, their marketing company has a random number generator for the "Sent from email address - form field" which is over written in the displayed email address field so you can't see the true "Sent by" data unless you look at the headers on a router. The emails will pierce Microsoft Outlook "rules" aka "filters". Additionally, their marketing company has a method to pierce Google Gmail and Microsoft Office365 Spam filters and blocked email "Blacklists". Their email marketing company is crafty... The spam emails are "obfuscated" in the description field with seductive wording causing you to open them, such as "your mortgage report is now available". It is possible that it I am the only one who falls for this trick repeatedly... This happens about once or twice a week. Anyone who is busy, tries to manage their financial life properly, and/or is attentive to their credit rating will have a tendency to forget this is spam and open the email at least one a week in error, (I am improving, soon I'll remember not to open those). At least my iMac email application for Google and my iPhone will block the images so the page loads faster and reduces my data usage on my cell phone plan. Technically, they can spam you because you are an existing customer. Some of this is my fault, I work 60 hours a week (you know - to pay for this mortgage), and have other obligations, therefore haven't had time to write a Certified, Return-receipt letter the company president. It would be more efficient to just pay a couple of hundred dollars to my attorney to handle this, however a lawsuit is "not actionable" and therefore out of the question. (And I am a tight-wad, which is one of the reasons I could afford to buy this home, and therefore don't want to waste the money on legal fees). Fortunately, I only have 14 more years of Spam to delete, (plus the six months after you pay off the mortgage as per the law) . That means I will only have between 5,295.5 and 7,540.0 spam emails left to delete and I'll be free of this burden. THEREFORE, if you want to use this mortgage company, it is a best practice to create a "throwaway" email account. The headaches you will save using such an email account will be noteworthy. OMG: Just as I finished this review I received ANOTHER Spam email from NewRez - LOL ... Edit: Removed two words repeated (typed twice in a row) in error. read more

New Rez is the WORST customer service experience for me. That says a lot considering what I went through with Time Warner Cable. They make TWC look like customer service angels. My bank sold my loan to New Rez. I made the big mistake of refinancing with them with the interest rates being at an all-time low. I figure it would be much simpler staying with the same bank since they already had my information. I started my refinancing back in Summer 2020 and I FINALLY closed in January 2021. The whole experience was horrible! Normally 2 bank statements and 2 pay check stubs is all it takes to get a refinance going. It took 12 of each! I kept giving statement after statement, pay stub after pay stub for 6 months straight. My payoff statement from my old loan got changed over and over again over these six months because I continued to pay off my old loan while they were taking forever with my new loan. They screwed up the payoffs on the final closing. They never paid my property taxes which were due during the closing in January. I FINALLY had that solved in March. Now I'm currently fighting with them over my escrow for the property taxes because it seems that they made a "double payment". They finally paid my property taxes on the closing AND they paid it again out of my escrow. So I'm fighting them to get the escrow refunded to me. The few customer service 800 numbers I have called are all clueless and they refer me to other 800 numbers who refer me back to the original 800 numbers. My loan officer for the refinance is VERY hard to get a hold of, ignores emails, phone calls, etc. However, I will MAGICALLY hear from him within minutes when I make an email or phone call threatening to refinance with another bank or to get an attorney to fight them on legal grounds. My loan processor was very ditsy. Sometimes I would get called by her and tell her that you have the wrong client. It seemed I needed to send her an endless amount of paperwork, which made the closing take FOREVER. When I told both my loan officer and processor my property taxes weren't paid and late fees were adding up, they pointed the finger at each other. Meanwhile, my late fees continued adding up. They both sent me an email saying that those property taxes were paid like I had no idea what I was talking about. Too bad those emails they sent me were a receipt for property taxes I paid LAST year. How in the world do people who are supposed to be trained for this screw up so badly and have the worst customer experience ever? I simply do not know. All I know is that I do NOT recommend New Rez. Very stressful experience and WORST customer service ever! read more

Just the facts... Refi- Couldn't have gone smoother. Payments- After finding the online payment option was not without fees, I have opted to simply use the automated phone service, which IS free for regular payments Additional Payments- Not free online, so send those in via snail-mail. I would think they'd 'upgrade' to 2019 standards, but this old school method works for the most part. Payment Application- This is where they are getting a low grade: While MOST additional payments to principal are applied correctly in recent months (their payment-processing team could be a little more detail-oriented), they have misapplied payments more than once. After one fiasco (which took nearly 2 months, 5 or more phone calls, and 2 emails to resolve), I have resorted to sending in an 8x11 sheet of paper with BIG LETTERS to apply to principal only. MOST of the time this works. Recently (because of the aforementioned fiasco), I sent in 2 separate checks with the same 8x11 sheet of paper with BIG LETTERS to apply one check amount to princ and one to escrow (with BIG LETTERS in the memo line of each check with the account number and "ESCROW" or "PRINCIPAL." Unfortunately, that was too easy, and both checks were applied to princ. Result: a second escrow analysis with a significantly increased payment. Queue (yet another) Customer Service call... Customer Service- their CSRs are extremely polite, understanding and helpful. They "get" what needs to happen to resolve an issue, and each time I've called, they seem to be making the proper notes and setting up "tasks" in the account. Unfortunately, when they set up these "tasks" to resolve an issue there is a breakdown somewhere in the process stream and the issue(s) don't always get resolved down the line. So the CSR team gets an A+ for attentiveness, but the internal PROCESS to resolve customer issues gets somewhere around a C or D. Not unhappy with NEWREZ (they changed their name recently) as a whole, but their issue-resolution process needs some serious attention. read more

I gave just a good rating due, to the fact this is the second time we have NOT gotten our Bill ON TIME? We just NOW got it and THANK GOD, for being able to pay it online, but; we DO NOT want to keep doing that. A One Time Payment....Nor do we want to be hemmed in and told we HAVE TO PAY IT ONLINE or AUTO PAY! Been down that road before and when a number is entered WRONG, they DO NOT give you the difference back. It is applied to your next month billing payment! When on a LIMITED INCOME, a PENNY has to be Accounted for and being told the PAYMENT is NOW LATE, ISN'T GOOD either. We DO NOT work for the Great Postal System we have....LOL all are blaming it on COVID-19? Hmmmmm Covid-19 has effected us all in one way or another. 3 different times I've been told Statement was sent out and ALL Different Dates??? What's wrong with this picture? No one seems to be able to tell the TRUTH or EXACT DATE when Statement was sent and this is the 21st Century with ALL the TEACH stuff we have?? Come on now! I, and other's weren't born this morning. That's why I rated GOOD vs Outstanding or Excellent. Overall, NewRez, has been good to me. JUST GET THE STATEMENTS OUT EARLY seeing HOW there are PROBLEMS with Shortage's thru-out the Country. Esp. so-called with the Post Office! read more

I was not looking forward to all the paperwork required to complete the refinance of my loan, but from the first phone call I made to inquire about it, the people I dealt with couldn't have been more efficient, friendly, and understanding about explaining all the options and the process involved! James Cunningham spent a lot of time with me on that first call, walking me through the estimates so I could choose the one I felt was best. He was available by phone and email throughout the process explaining what would happen next. The same was true of the underwriters and loan processors. They all made it easy for me to provide them with what they needed and every person was clear and kind in their email and phone conversations. I went with NewRez for the refi only because I knew it would be easier to do it with my present mortgage holder. I was skeptical about dealing with them because when my loan was first transferred, I had to work with them to let me pay by check, not electronically. However, I have done a few refi's previously and none of the others have gone more smoothly, efficiently, and with as much personal attention and care as this one with NewRez! I'm happy to give my highest recommendation! read more

If I could put minus, I would. If you are currently looking for a loan , as a realtor I highly recommend to never use this co or there New Co name of NewRez. They had a client and had done nothing with there file and kept telling the client there attorney everything is moving right along and they will be ready for closing. Well closing is here and they had done nothing and now the client is being charged for fees that the seller is acquiring do to they can't close on there property and all there stuff are in trucks and can't close on there buy. So they are currently living in an empty box with kids. New Rez was like well not sure what we can do but try to get this done. The point is your lender has been telling everyone via email that everything is good and we will close on time. I highly recommend that you ask your realtor agent for there recommendations, they are the best person to direct you to the right people who will handle your file like it was there own. This is the first I have ever written a review. But I felt I need to really let consumers know what they are getting into.. So this FYI read more

the most recent person was wonderful and fulfilled my request for documents perfectly. However, your refinance team basically deserves NO STARS. They were completely UNRESPONSIVE, even after we were in the Middle to end of my re-fi experience. They caused me a LOT of anguish and would not return my calls (many) nor answer my emails!! This after about 2 months of cozy-ing up to me to get me to refi! Their names are the following: Crystal Nebrich, Cheynne Serrano, Chris Arnold, and Tokia Daniels. COMPLETE and UTTERLY RUDE in their lack of ANY response to my many emails, and voice mails about my refinance. Especially after receiving the last email from Tokia Daniels, that "everything is a GO, all set, look for the closing documents" . Then NO communication, except a letter saying my loan is not approved, about a month later. I am refinancing very easily with another company right now. NEW REZ, Please... you are Better than these 4 people! However. they should not be allowed to treat someone who has a mortgage with you this way. read more

This place sucks. If I could give them ZERO (0) stars or MINUS stars I would. I agree with Mike S. and Carl R. On top of it all, if they are going to charge me extra to pay online (which they ALSO LIED ABOUT), then I want to see my paper statement EVERY SINGLE MONTH, which they have ALSO lied about sending!!! I can see it getting lost in the mail one month...MAYBE. But two months in a row? C'mon now. I guess I'm going to have to run real, real fast to catch up with that turnip truck I just fell off of. But then again, It looks like my troubles and woes with New Penn are small potatoes compared to some of you other poor buggers! I guess I should be thankful??? Thank GOD I did not opt for auto-pay. If my payment is going to be delinquent, I would rather it were my fault, and NOT THEIRS!!! Boy, if it weren't for Susan B's review right below mine (and maybe one or two others), New Penn would have just about flatlined at 1 star. Susan B, etal, New Penn thanks you all very, very much! read more

My previous lender, Ditech, sold my home loan to NewRez on 01/01/2020. It has been an absolutely awful experience since. The insurance/escrow department mailed my homeowners insurance check to the wrong address leading to a lapsed policy for non-payment! Worse yet I was never contacted by NewRez regarding the idle check! HOW DOES THIS HAPPEN!? I'm sure there are costs and fees associated with having a mortgage escrow account and this is what we get!? To top it all off, in order to rectify the problem, they withdrew the premium yet again to make sure my policy was reinstated and have yet to credit back the amount originally taken out and mailed to the wrong address! So here I am with my escrow balance down an additional $808.00 for their incompetence. The situation remains ongoing and will hopefully be resolved soon... but its been hard trying to set aside 2+ hours a day to wait on hold in hopes of actually getting someone on the phone! read more

I had an issue with trying to pay more than my amount due for my mortgage payment. I've had to call to make the principal only payment because the website and automated phone option wouldn't allow me. The past few months I've had to call and get a rep and told them the problem and they helped me make the payment but said they couldn't help the problem. I was upset because it was days of interest that I was paying when it should have been paid with the regular payment. It's not a whole lot of money paid in extra interest but every penny counts. A few days ago I called to make the payment and the rep said she would put in a trouble ticket to rectify the problem. She explained that IT would be able to fix it and has done so for other customers. I thanked her and told her that if I could give her a 10 star rating I would. Since only five stars are available, I hope they count for two each. read more

I was forced to become a customer of NewRez, a choice I would never make in a million years for my loan servicing needs. If you happen to be reading this, I strongly urge you to take any measures necessary to liberate yourself from their grip. NewRez exhibits appalling treatment towards their customers, lacking any semblance of sympathy or common courtesy when addressing customer issues. I found myself compelled to initiate a thorough investigative dispute with NewRez through my bank due to their procedural shortcomings. Furthermore, NewRez demonstrates a disregard for addressing customers in their preferred manner. Despite repeated requests to use their first name, they persist in addressing individuals as "Ma'am" or "Ms.," irrespective of their gender. In this day and age of 2024, it is perplexing how they continue to offend people in such a manner over the phone. read more