I am a homeowner with a mortgage loan that is serviced through Newrez. I have been trying to get them to remove the PMI from my loan for the better part of a year with no success. I initiated the process back in January of 2022 at their direction by having a real estate broker conduct a BPO on my property. At that point, they said I wasn't eligible because I had not been in the house for 2 years. Now that it's been 2 years, I have called back several times to inquire as to whether the same value can be used from January of this year, or if I need to start over and have a new BPO completed. I can't ever get a straight answer to this question, but am always offered the opportunity to refinance my loan and draw money out as one option to have my PMI removed. Newrez customer service doesn't answer questions or communicate well. For example, when I called and asked if I could reuse the BPO value from January, I was told to put it in writing and ask that question is a letter format. I did that and faxed it in. About a week later, I received the standard letter in the mail that they send you to initiate the BPO/PMI removal process, but with no follow-up or directions or answer to my question. So I assumed that I was to infer that the answer to my question was no, and that I needed to restart the process. Before I could call to ask about the letter that I received from them, the same real estate broker who did my BPO in January called me to set up a new BPO. I told her about the back and forth with Newrez that had been going on, and she said that she would notate that and that Newrez would be able to see her notations. She also recommended waiting to do a new BPO until after I hear from them. That was one week ago and I have not heard anything. If I was to call Newrez today, they would offer me a cash-out refinance to have my PMI removed as a viable option, which would be a very poor financial decision for my family and me. I honestly think that I am going to have to get an attorney involved to get done what Newrez should be doing anyways. If you can avoid financing or refinancing with this company, I am strongly urge you do to so! read more

10/2019 update - We went ahead and refinanced in September and couldn't be happier to be away from these crooks. Never did anyone ever adequately explain why an extra 200 a month was added to our account since they took over the loan and even tho we should have had over 3k in escrow to be refunded, we of course are getting the run around in saying they paid out for the taxes in July (really? Because our bill for the last escrow said it was paid out Dec 2018 and both the taxes were less than 1200 jerks) and even if they again paid it 7 months after they paid it, we still should have seen the rest returned to us within 30 days. 4 calls and constant lies later, I'm just over it. Thank GOD we don't have to deal with these people again. Sept 2019 Updated to add: watch out guys! Since my initial rating I had a response from someone saying they were from New Rez asking about my loan to "check into my claims". Don't make the mistake of thinking they may actually care. It gets worse. I am in the final process of refinancing my ARM from a 3.25 to a fixed 3.75 and still I'm saving over 250 dollars a month. And wouldn't you know, the over 3600 that should be in my escrow from all the "extra" they take out, doesn't seem to be there.....And of course there's no way to reach anyone who actually knows anything. Disgusting company. Run run read more

SOOO hard to get a hold of someone if you have any questions. They keep jumping you between menus for 10 minutes. I was with Quicken loans and had the best customer service and easy to use web portal for payments and such, then unfortunately my loan was sold to this horrible company with their awful website and customer service. read more

My mortgage was transferred to New Rez. I haven't had any issues with the company until recently. I contacted them by phone and email to advise them that since I had bought the adjacent property and merged them, there was now a new APN number. After I received a tax property bill, I contacted New Rez but they were still using the old number and were unaware. So I sent the new documents and was told they would review my case. I'm still in limbo and hoping that they pay the new property tax bill on time. Not very impressed. read more

Shellpoint Partners (NewRez LLC) engages in fraud to prevent or delay home mortgage refinancing for mortgages it services. Shellpoint/NewRez directs, incentivizes, or conspires with its employees to commit fraud using the following tactics: 1. Shellpoint/NewRez refused to communicate with the applicant promptly and honestly about the status of the loan application. 2. Shellpoint/NewRez made multiple requests for documents from the applicant then refused to review the documents in a timely manner. After a period of months, Shellpoint/NewRez requested similar documents. Examples include bank statements, paystubs, and credit reports. 3. Shellpoint/NewRez attempted to terminate loan applications by surreptitiously posting document requests on its web portal and then failing to communicate those requests to the applicant via email/phone or through their employees. When the applicant failed to respond, a postal letter was sent to threaten to terminate the application. 4. Shellpoint/NewRez made piecemeal and last moment document requests hoping to further delay or thwart the applicant. 5. Shellpoint/NewRez used several tiers of handlers to prolong the loan application process. Some tiers include: mortgage consultant, loan processor, customer care. My home mortgage was serviced by Shellpoint Mortgage Servicing, and I applied for a refinance with their partner company NewRez LLC in 9/2020. I was assigned to a mortgage consultant (Thomas Baxter) who used several of the tactics listed above to prolong the application process until Jan 2021. In Jan 2021, I was assigned to a loan processor (Julie Rodriguez) who prolonged the process with additional document requests (including previously requested documents) and long periods without communication until March 2021. Finally, I was assigned to customer care (Angela Paci) who posed several more questions, but who then failed to acknowledge receipt of my answers. In April 2021, I searched BBB, Twitter, CFPB for mentions of Shellpoint/NewRez and realized that this company was engaged in a scam to prevent refinancing. When confronted by the accusation, the response from Shellpoint/NewRez was to was to assign me another loan processer (Jason Baker) who immediately began using the tactics above to request updated documents that I had previously sent to the previous loan processor (Julie Rodriguez). In conclusion, Shellpoint/NewRez and its employees are committing fraud against refinance applicants. They are systematically prolonging the application process using delay tactics that mostly involve document requests, failure to communicate, and multiple tiers of handlers. The practice is so widespread that it is obviously incentivized or promoted by senior leadership at the company. The goal of the fraud is obvious: Shellpoint/NewRez has nothing to gain by letting its borrowers refinance to lower interest rates. read more

72 days to close a home equity loan. Excellent credit, great income, 4x the equity needed, we turned in every document within 24 hours. Requested a manager 3 times, still waiting on that call back. read more

i have been struggling to get a return on an overpayment i was told i had to pay until the escrow analysis was done - now it's been done and i've been waiting 3 months for them to return my money. And trying to reach them is beyobd frustrating - when you call you get caught up in the curcular hell of ansering the same questions and hearing the same updates over and over for as long as you stay on the phone - once over an hour - hoping it will actually get the representative on. Another time when they finally said hold for a representative - i waited for 48 minutes to a dead phone then the call was daconnected. Extremely difficult to deal with. Run away from them. read more

I am a Realtor and have worked with numerous mortgage companies and mortgage professionals over the past seven years. This is by far the worst experience I have ever had with a company, and in particular with an escrow officer. We worked with Sharon Eldorrado who was absolutely terrible, the worst person to ever have as your primary contact for anything and everything having to do with your loan. She dropped the ball on a number of occasions, including the lender-required repairs, which she then tried to blame on others. This was a VA loan, and we sent her the inspection report as soon as we received it. We had a 47-day closing timeframe, so there was plenty of time to get everything done. We didn't find out what the required repairs were until five days before closing because Sharon forgot about it, and then she suggested that I should have known what they would be requesting to be repaired. Had I not asked what the repairs were, we would have never found out. Rather than taking responsibility and calling or sending an apologetic email and/or offering to help expedite the process, she decided to send an email defending herself and continuing to pass blame onto others, especially me, the person who reminded her of the required repairs. She rarely answers the phone and when she does, she is very rude, curt, and short with her replies and conversation. Communication is non-existent. We also didn't get the final documents to close until the day of closing - again, we had 47 days to close! I asked to speak with her superior, but no one ever reached out; it doesn't seem like anyone cares here. Please beware, don't get involved with Sharon or anyone here; they are the most unprofessional mortgage company. There are too many other great options out there. read more

The worst customer service experience! Have been going back and forth for months to get some issues resolved, and they have been completely unhelpful. Customer service keeps opening tickets for other internal teams that won't take phone calls directly, and none of them ever follow up. What a nightmare this has been! Stay away from this company at all costs. read more

Stay away from this company. Customer service and communication is atrocious. Had an autopay issue due to a technical error on their end. They send a snail mail letter to me one month after the fact stating I didn't pay and reported it to the credit bureaus before the autopay issue could be fixed. No email, no text, no phone call. Once I found out I made an immediate one time payment. My credit was excellent, now I have to dispute this. When I called customer support I felt like I was talking to a bunch of lawyers as they would not give me straight answers and just read back what sounded like canned scripted legal statements. Their mobile app is also full of bugs. I try to update my phone number and notifications settings and they do not take. This company is an absolute nightmare to deal with. read more

Absolutely horrendous customer service. You stay on hold for ever, an hour and a half in one instance. If you leave a call-back number, they don't call you back. On the off chance you actually do get to talk to someone, they assure the problem is taken care of, but it isn't, and you get a notice two weeks later notifying you of the same issue you spent hours on the phone with them to rectify, requiring you to call again, and spend hours on the phone with them, again. I can't believe a business this bad can stay in business. read more

I've been fighting over lender provided insurance for months. Never a letter explaining the gap in insurance. Hours on the phone. Insurance provided for the fourth time and still not reversing the lender placed. My next stop is BBB. They sold my loan and it's been a pain ever since. Now, I can't opt privacy sharing without mailing. read more

1 is not bad enough! i thought my insurance company was bad after a hurricane, this company is the worst thing I've ever experienced. Had to sue my insurance company and after 1.5 years finally received money only to have this piece of sh!t company hold it. the mortgage company sent their own inspector out who indicated that the house is in great standing and nothing is wrong and they still will not release my money! These people are criminals! read more

NEWREZ is a pain to work with. No one gets back to you. My loan officer and loan processer were awful at returning emails and phone calls. They couldn't confirm they received documents, relay information about my loan, or even reach out when there's an issue. You have to call and call to get anything out of them, even if it's something that affects timeline. My appraisal came back low and didn't even have the correct number of bathrooms. New Rez says they sent it back to the appraiser for adjustment, but the only thing that was adjusted was the number of bathrooms and not the value, forcing PMI on the loan. read more

After having multiple loan companies that paid my Homeowners insurance on time (out of escrow) I now have Newrez by default and they completely ignored paying my Homeowners insurance. They made many Excuses and thankfully I was able to receive an extension of homeowners insurances. Only to come to the due date today and THEY STILL HAVEN'T PAID IT. Complete nonsense. Is Newrez stealing the funds of their clients escrow funds? Because with all the same complaints what else could it be??? I haven't had this problem with any other previous owners of my mortgage...25 years worth of competency..until now. Bad on you Newrez! Do better. read more

Terrible customer support. Entire departments are not reachable by phone and may take several weeks to answer simple and direct questions, making it nearly impossible to make financial decisions. read more

Keep up the GREAT work! Newrez is a good Mortgage company to work with. They do care and do what they can to help you in any situation! Thank you! read more

As a mortgage lender, I think NewRez is pretty solid. Their online portal is easy to use and automatic payments are a cinch. They also did a good job during our refinance with little hassle. Their most recent update to their fee schedule was wild and included some absurd fee hikes. I inquired about them and received decent to poor responses. But so far, it does not look like these fees have been assessed. I'm not sure why they did all that - truly odd. One fee, for example, went from $0 to $2,500 max or something of that effect for foreclosures. Several others were like that, but they were for issues that hopefully most homeowners won't face. The only one that really bugged me was a new fee for payments over the phone or online. I inquired about those in particular and received a letter saying I would not be charged a fee for online payments. So far, that seems to be true. No new fees have actually been charged. read more

No one in their right mind would get a mortgage from NewRez, so they purchase your mortgage from your previous mortgage company. My last mortgage company was smooth for 15 years, then for some reason, they gave (or sold) my mortgage to NewRez. New Rez has been a nightmare since I have been their customer. I honestly don't know how they are still n business. Every month I have to call them because they're trying to take more money from me on top of my mortgage. I think I'll have to contact the BBB. read more

The word "Hassle" comes to mind. I understand they are regulated by laws but they should know those laws by now and be aware of ways to make the refinancing as easy as possible for all concerned. When it was all said and done, we were pleased with the results, but boy getting there was tough. Good luck to first timers!!!! read more

Horrible mortgage company. Stay away as much as you can. Customer service never gets back to you. Things as simple as removing your property tax from your escrow account have fuzzy rules, need to wait weeks for a response and when you don't get one they ask you to submit everything again. The worse of the worst. read more

My original mortgage company sold my loan to Newrez less than two years ago. This past August I received an offer for a refinance from them. Said it would be a 1-2-3 easy process. I filled out the on-line application via the link sent to me on August 20. Now four months later, communication with five different Newrez employees, and numerous request for the same information, (bank statements, pension certification, income verification), I still do not have the refinance of my loan completed. By the way...I have a credit rating of over 840. I had to request my credit freeze be released twice because Newrez requires that the credit rating be no more than 90 days old and it had to be run again because of their lack of timeliness. I may add that they are very irresponsible when it comes to returning calls or replying to emails when asked about the status. I take responsibility for not researching Newrez customer service before starting the 1-2-3 easy refinance. A rating of 1.5 stars would have stopped me. read more

In January, new Rez did not receive my check on time. I ended up doing an online payment so as not to incur a late payment. The very next day they received my check, so I asked if I could get a refund on the second payment. They said yes, and I assumed that the payment would come back to me electronically. Unfortunately, they send a paper check by default. Two weeks later, I received the paper check, but now my account has been overdrawn and I incurred bank fees. If they had just told me that there was an option to have the money returned either electronically or by paper check, I would've opted for the electronic option. read more

I agree with most of the recent reviews... Just bad NewRez. They have been working on getting my refi done since 10/2020. They keep asking for new info as it keeps getting outdated since they cant close, not sure why. No response to emails from my loan processor - 4 emails sent. I am reading other reviews as NewRez say email us at Customeradvocacy@NewRez.com - did that and still no answer. I think I also need to get a lawyer as others said, as they charged me for an appraisal back on 10/2020...I think NewRez need to step up!! Just bad business!! I have perfect credit and own 1/2 vale on this investment loan. I have plenty of funds in the bank - No reason they cant close - VERY ANGRY/UPSET CUSTOMER!! :( READ ALL THE RECENT REVIEWS, FROM ALL THE UNHAPPY CUSTOMERS!! PLEASE DON'T SAY EMAIL YOU AT: Customeradvocacy@NewRez.com - DO SOMETHING CALL ME...GET MY LOAN CLOSED... YOU HAVE MY INFO! read more

Newrez - Mortgage Lenders Near Me - Fort Washington, Pennsylvania

Newrez is the Best, Trusted, and Customer Satisfying Company to do business with. They have given me the best deal ever on my home buying, refinancing, and pay by phone services. I am more than pleased with this Company. They have made living more enjoyable and with the lowest interest rate I enjoyed receiving. read more

Newrez - Mortgage Lenders Near Me - Fort Washington, Pennsylvania

Very organized, in sync company that keeps my mortgage needs on point!! I highly recommend this corporation!!

Have an insurance claim on a property with them. Completely difficult and condescending on the phone assisting with the insurance claim checks. Terrible, disrespectful attitude and difficult to work with. read more

I couldn't get into my account on the internet. I called customer service and the individual I spoke with was very helpful and I can now get in. I'm very pleased with the experience. read more

Posted to BBB complaint about this business: Obviously these complaints and their response gets us absolutely nowhere. Please add this as a final remark to the case for if/when others search their complaint history. They are a complete joke, useless in terms of customer service; more concerned with their "NewRez is a debt collector; any information will be used for that purpose" side of the business than they are actually servicing their customers. If interest rates were not 200% what I'm currently paying I would refinance and dump this place with a quickness. read more

I'll give them a 3 stars. They have customer service reps that deserve 5 stars depending who you get on what day, it's the company that sucks. So it averages to a 3. You have to watch the company, they will come up with miscellaneous insurances to add to your mortgage, even when you provide your full coverage of your homeowners insurance. It's very shady.... And will continue to ask you to refinance even when your current interest rate is lower than the current rate. I'm convinced they hope you don't know how to count your money. I should have stayed with a regular bank. read more

We had a great experience when refinancing our home with Lender Bill Montgomery from Newrez in Anderson, Indiana (formerly known as Caliber Home Loans). Bill and his team Sherry and Sam are amazingly helpful to work with and they made refinancing as painless as possible. We highly recommend Bill from Newrez if you're buying a house or refinancing your home. You need to call Bill Montgomery (Caliber home loans) now called Newrez. read more

In 2022, I refinanced with Newrez. The loan information they sent me the day before signing was different from what was presented at the closing. They added $1,000 to the loan amount for cash back, which amounted to a bait-and-switch tactic. This delayed the closing for two weeks. A year later, I switched insurance companies. Myself, as well as both my former and new insurance companies, contacted Newrez to switch the escrow payment to the new insurance. They did not respond to anyone and sent the payment to my former insurance company. My former insurance company sent me a refund, so I could pay the new insurance company. Newrez also sent me a hostile letter, threatening to purchase insurance for me since I was "uninsured." I sent the insurance information, but they still have not responded. I'm going to file a complaint with the BBB to try and get verification that they have my insurance information. 12/28 update. I paid my new insurance company out of my pocket because of the incompetence of NewRez. A month and a half later, Newrez finally recognized my new insurance company and they paid them out of escrow. That make 2 insurance payments out of escrow, now there's not enough money left to my pay my taxes, which are due in 3 days. Still no response from customer service. I'm assuming I will have to pay the taxes myself. read more

I had a simple problem, logging into my account online, so I called and got a simple answer that worked. What else could I ask for?! The response time was reasonable, customer service representative was friendly and knowledgeable. Problem solved! read more

Great Customer service. Everything went smoothly. I was kept informed the whole time. Great Job!

If I could give them a zero, I would. They've placed their insurance on my mortgage, costing $900 more. I sent them all the information to cancel, and three months later, they still have not cancelled. This is criminal and needs to be investigated. They're literally forcing their insurance on customers. Today is my tenth time calling to resolve this; my next call will be to a lawyer. This feels so shady; I'm definitely switching to a new mortgage lender. read more

customer service was very helpful sympathetic to my issue and did her best to help. she had me send an email to explain my issue and the people who replied were LESS than sympathetic or understanding. hooray to the customer service phone team boo to the people behind the scenes read more

Subpar customer service, they lied to my face about a fee charged and would not own it. Contacted my own bank to verify this information. Disappointed that my old mortgage company transferred my loan to them. read more

My favorite Mortgage loan company yet! Great Customer Service, great app, and great website. read more

Excellent on line service when it came to payoff documentation needed to sell my home.

If I could give this company negative stars I would. I CANNOT comprehend how this place is still allowed to run business. I could elaborate on alllllll the details that lead up to this review, but I will be short and sweet. My fiancé was UNFAIRLY charged late fees for no fault of his own, which were APPROVED to be refunded (we have all the documentation in writing stating this) today his credit report came in roughly 30 points docked for having a "late payment" on his credit from guess who???? NewRez. And to make it better....he still has had ZERO money refunded to him and it has been nearly 2 months since the last correspondence with them. We have a formal complaint with the Better Business Bureau who assisted us in getting the refunds approved by NewRez, but we are STILL dealing with this issue. My fiancé was happy with his previous loan company but they sold out to NewRez and he had no choice but the deal with them. If you have a choice...RUN....run as fast as you can. This company is certifiably criminal. Update: We have finally received a notice from NewRez that they have submitted a reversal of the "delinquency" to the credit Bureau. Additionally all fees were credited back to his escrow account. We recommend everyone going through the Better Business Bureau if their complaints directly with NewRez are getting you nowhere. BBB has been wonderful through the process. read more