i wish i could give -100 stars! emailed, called, asked for a pay off letter - zero reaction. 14 days! they say on the phone it will be processed in 24h! my ass! called in the morning, during the day, afternoon, at 9 pm - could never ever reach a representative. "you are called number 114" - are you kidding me? how am i supposed to do stuff you request in time, if you don't do your side of the job? this is outrageous! i curse the day my mortgage was sold - of course without asking me - to new rez. read more

Not impressed & so disappointed that my good lender sold my mortgage to them, ugh. Terrible customer service & no assistance to federal workers who aren't getting paid during the shutdown. read more

Apparently NewRez saw my review and sent me a direct message apologizing and said they would a representative reach out to me ASAP to understand what happened... that was two weeks ago. Zero customer service! read more

Completely incompetent_ Had an existing loan with another company and it was resold to NewRez- Shortly after takeover they started mailing my statement to the rental unit that the loan was written on. Confidential information going out to the wrong address with no notice to the original loan holder-. They had mailed 2 statements after takeover and then started mailing to the wrong address. read more

I actually would give the rep I spoke to last 10 stars but I need to wait and see if she really was able to fix the colossal problem countless other reps (and a supervisor) created. She really seemed to know what she was doing so my fingers are crossed that I won't have to call again. read more

This company is awful. My mortgage was just sold to them from Paramount and the transfer has been a nightmare. I had an auto deduction with no problems until this sale. First they started calling Several times a week wanting me to refinance, now they are telling me I am late with my payment, which they don't know where my monies are or how they got their for the last three months ? At my wits end on who to talk to. Paramount has closed out my loan and I am in limbo without my monthly payment. New Penn lies consistently via a servicing bureau (ShellPointMtg) unwillingly to give or find any information about the missing money. Unfortunately, I have to give a star to warn unsuspecting customers About fraud. read more

One of New Rez affiliates, Shellpoint Mortgage Servicing purchased the loan from TCF about 6 months ago. It has been a shit show ever since! I received no notification of them buying, the changed the payment amount to a smaller amount (still can't get an answer why), changed the amount back (once I called) and then charged me late fees that they will not reverse. I have called at least 10 times and NEVER get a clear answer! I am selling this home, called again to ask about removal of the late fees, they entered a ticket and will get back to me; however the house is closing before they committed to get back to me. And, given the experience so far, they won't get back to me I will have to call and hound them every other day, It's ridiculous! I would NEVER recommend this company. Disappointed read more

I have called several times before finding someone that could help me. The customer service say they will do something and never gets done until I call back to Newrez. The portal is horrible so they go hand in hand customer service and online portal are 1 star. read more

This call was to find out why my property taxes were not paid fully, after two attempts, the outstanding balance was paid as required. I had a terrible experience last year when I attempted to refinance my mortgage with Newrez. I thought this would've been straightforward since they held my mortgage already, but it turned out to be so frustrating that I had to cancel the process! read more

I love the online portal. I rarely have to call customer service, but if I do, they are very professional and on point!

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 to give her the information. Then 3 months later I get another letter saying the same threating to charge us 3 grand for some over priced hazard company. So, this time I call them send an email to and employee with out hazard plan she said she updated the information and all was good. One month later they send us a bill. We have only payed out 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 can get their acts together. They deserve zero stars. They also go by shellpoint mortgage. I'm going to check that out as well. read more

We were transferred to newrez from ditech...just before the transfer a rep from newrez named Leonid Liss called and was so fast and proficient in explaining some options for refi that could save us money monthly. He got the ball rolling on our paperwork. It started to get complicated and slow with a different employee at newrez.... so we picked up the phone and called Leonid who immediately took over and fixed everything. Despite the closing taking a little longer than expected, everything has been great! read more

NewRez bought our mortgage from DiTech. We switched our billing and continued to make auto payments -- which went through with no issues -- then a month later they said we hadn't paid, we were potentially looking at a foreclosure, and we owed HUGE penalties. We called and they admitted it was their mistake and waved the fees, but we just found out they didn't bother to correct their error with the credit unions. It killed our credited, stopped dead a refi through another company, and knocked nearly 100 points off our credit score. Still trying to fix it, and NewRez has been less than helpful. read more

So when you read all the one star's comments, I had the exact same issue with NewRez, I was in the process for 4 months, no one answers the phone or calls back, no response to emails. I contacted my credit union, within 4 days I had a contract with a lower rate than NewRez and I'm closing in 3 weeks!! Stay away from NewRez, there are better companies out there. read more

This company bought our mortgage / we were sold etc. extremely poor process. You are nickel & dimed, 5 dollars to pay over the phone, 15 dollars to make a payment via a rep and it was a dollar (yes a dollar) to pay via the website. Dont try and reset you password, it will take days. Wait times on the phone are extremely long, I waited over 30 mins to reset my password. Eventually hung up and paid the 5 bucks via the automated system. Would not recommend. read more

My mortgage just got transferred from another servicer. I set up auto pay and made an electronic payment. The payment never went through originally, but then a week or so later it did. Then i got a letter in the mail that I was charged $20 for a returned payment. When I called they said there was something "wrong" with the info I entered originally but then they "fixed" it so the payment went through the second time. The rep told me my account was credited the $20 fee, but when I log into my online account it's still there. This is making me really nervous about my future with this company. I've had mortgages with 2 other servicers and never had any issues. I can't refi because my rate is so good so I guess I'm stuck. Ugh. read more

In March we started to refinance, we are currently using one of the finance companies that Newrez owns so I figured it should be pretty simple. NOT. We are still waiting for a closing, I have had to resend so many documents, the same documents! They claim that's what's holding up the process, this is a tactic just to buy more time. I have to email at least 4 times to get a reply. I have been emailing for 2 weeks now asking for a closing date since I have been told that everything is done & ready to go. Still have not received a reply. What a joke!!! I feel like I have wasted my time & money! read more

Still waiting for my tax info so I can file my tax's and the site is hard to navigate. I don't have a printer to print doc's out so I have to wait for usps to deliver. read more

Made the refi process very easy. Kept me informed every step of the way. The app sending documents easy and secure.

My loan was sold to them and taxes and insurance payments were not made from escrow. When I contacted them to ask to remove the escrow since I paid the bills myself, this was the response, "Since the loan originated with an escrow account, or was transferred to us with an escrow account, the escrow account will not be removed. NewRez did not originate the loan and has no knowledge of the loan approval or closing. Additionally, if an escrow account was added after loan closing, this would indicate the homeowner has failed to uphold their obligations, either in meeting the terms of the original contract, or in paying escrow obligations." Seriously, you're going to infer that I failed to uphold my obligations?!?! I have over 50% equity in my home and I'm going to default on a $1200 county tax bill. GSAD. read more

I'd call it a clown show, but that would be an insult to clowns. Clowns at least are professional and care about their craft. It took nearly FIVE months to do a simple refi. And, I think it only finally got closed because I threatened them with legal action and public complaints. They dangle the $1,000 they offer towards closing costs to sweeten the deal and keep you from going with another bank. But, I should have gone with ANY OTHER BANK! Emails and voice messages: un-returned. Phone calls: unanswered. It was almost like the employees were having a contest to see who could NOT do their job the longest. For the entire month of April I repeatedly asked to speak with a manager to complain about the inept, unprofessional people who were supposedly handling my refi. NOT ONE MANAGER ever got back to me. And, since I never heard back from any managers, I can only wonder if management is just as non-interested in customer service as the rest of the staff. When we finally got to closing, imagine my surprise when additional fees get added on. The original closing disclosure had me getting back $53 at closing. But, they took so long to close this deal that I actually had time to plan, book, and go on a vacation. I put the flights on my credit card to get the miles. When we finally got to a new closing date, the NewRez loan processor insisted that I now had to pay the $1,190 credit card balance off at closing. So, I got a new closing disclosure stating I now had to bring $1220 to the closing table. (Yes, notice that math doesn't add up.) The next day I received another notification, stating I now had to bring $1,483 to closing! The closing company added some random fees and changed others. Incidentally, the maximum amount you can write a check for, before needing certified funds or a wire transfer, is $1500 in NC, Coincidence? I've never before done business with a company where I ended up feeling like I somehow got cheated and overpaid for the services. For those that want to file a complaint, go to NMLSconsumeraccess.org to find out which state organizations to file with in your particular state. In NC I will be filing a complain with the NC Commissioner of Bank. You can also file a complaint at the U.S. level with the Consumer Financial Protection Bureau at consumerfinance.gov. Best of luck to anyone unfortunate enough to have to do business with this company. read more

My loan was recently transferred to NewRez. I am not pleased. Their staff is not trained properly and supervisors are rude. I miss my old mortgage servicer. The last 2 months there has been something wrong with my loan payments and I have to call each time to make a payment because they won't allow partial payments on their website. read more

This New Penn financial company is a joke. Customer service is similar to that of a McDonalds drive thru. When your favorite fast food workers leave, you can surely that they went to answer the phones for these clowns. (Hidden Ronald McDonald joke.) Day after day, I get the classic my supervisor is off today, or my supervisor is in a meeting right now and isn't available. Person after person has said let me take a look at that for you...yes your refund is coming soon...its right in the notes. Seriously next mont when I hold my mortgage payment, I'll bet a supervisor will be available to discuss what's going on then...get it together read more

I really like newrez they don't nickel and dime you like most company, they never added a cushion to my mortgage and they have always been fair. I appreciate the company. read more

Stay away it has been 7 months and still not closed They handle all transaction via e mail which is ok but they take their sweet time to do so DO NOT USE THEM IF YOU ARE AN EXISTING CUSTOMER SEEK A NEW LENDER YOU WILL CLOSE MUCH FASTER WITH A NEW LENDER. I am now seeking a new lender i will loose my appraisal fee and the interest rate has gone up but I must move on. read more

Their website is atrocious, and far from what any modern lending company should be stiving for. This indicates to me that they only care about profit and loss and if they are making money then why innovate. read more

I have been working with this company for months now. Still my I have not closed on my house. They gave a good interset rate late they change it. I tried to go with another company they said they can beat that rate and close in 60 days. I should not contact them for any reason, they will contact me if any paper is need. It has been more than 60 days now still no response and they will not email or respond to my phone calls. Now I have to start all over again. THANKS FOR WASTING MY TIME AND ENERGY. I know people who have stated the same process when I started they have closed on their homes months ago and I am stuck. Be careful when dealing with this group get everything in writing do not believe any word they say till you see it in writing. Giving them 1 star is me being generous. They suck bad. read more

Unfortunately there is no way to give negative stars. My mortgage was transferred to New Penn, they then changed their name to New Rez. I called regarding an issue and had to listen to their spiel about debt collection-I found this to be very disturbing since I was a mortgage customer. When I inquired, I was told that my mortgage was a debt to be collected. How rude and unsettling. Their phone customer service is sub par and the 3 times I have called, I have been less than impressed. If your loan is sold to them...do your best to refinance. They are horrible as a mortgage service. Perhaps they should have stayed as regular debt collectors. Be very careful in your dealings with them. The Department of Real Estate should really review this organization closer. read more

My original loan was sold to them a couple years ago, no issues in the ensuing years. I went to refinance the loan and it all started off well, then they all but vanished. I kept having to follow up with them and they always said it was in process. Then I logged in one day and they said they had closed it out because I hadn't sent all the info they were looking for. I had and it appears that they hadn't even looked at some of the documentation and had never spoken to me to even question if there was an issue. Well, went to another lender and within 2 weeks the process was done and closed. NewRez was fine if all you had to do was pay the bill, but if you need customer service or any lending services, they are a poor option at best. Also, best thing ever was that new lender I chose had much better rates! read more

This is the worst loan provider & servicer I have ever dealt with. They somehow recorded a completely different home owner insurance Co. on my escrow acct. than the correct one that was provided. When I informed them of the problem and the fact my insurance policy was overdue, they proceeded to take a week to get a "Expedited" payment to my policy holder! I had to pay my insurance out of pocket to avoid cancellation. They admitted the payment could have been made by credit card but they don't like to do that because some companies charge a credit card fee!!! Really! Avoid this loan company. read more

New Penn Financial purchased my mortgage from Capital One. In just a few weeks, these people have amazed me at how incredibly stupid they are. On May 16, they sent me an email stating that auto pay information from Capital One would not be transferred over with the wrong loan number on the email. A couple of days later, I received a paper letter dated May 11 telling me my auto payment would be transferred over. Last week, I spoke to a customer service rep at New Penn and they stated there were some issues with the auto pay ACH and to wait another week. A week goes by and I call them back and they tell me they have no ACH information for my account. What am I supposed to think of them at this point? Based on the other reviews of them along with my own experience, I don't like them already. read more

My mortgage was transferred from Capital One. I had a late fee applied to my payment for the first time in my history of owning homes for 25 years. I couldn't call New Penn Financial since there was a down period. As soon as I could, asking for them to waive this fee, I was told that someone would call me within five days. Didn't happen. I was given an email address to follow up on. I did so. A week went by and nothing. So, here I sit on hold for over an hour while they are trying to see if there is a record of my calls/email messages. Is this a bank or are they first rate thugs? I have never experienced such terrible customer service. DO NOT GO WITH THESE GUYS IF YOU HAVE A CHOICE. RUN. read more

Horrible company. Our loan also was purchased by New Penn from Capital One and we are so angry about it. Months of junk correspondence and conflicting information from them but NO statements. If you want to go online and pay it will cost you. Husband spent a long time on the phone tonight asking why are we not receiving statements and they swear they mailed them. Then said they "fixed it" and in the meantime they'd email us a statement to print out to send in our September payment. Still waiting on that email which I seriously doubt we are going to receive. We had another mortgage also with Capital One that was sold to a different company and that transition was very smooth. Company made good contact and we received a timely statement. If you have a choice in the company you are using I highly recommend anyone but New Penn! If I could give Zero stars I would. read more

This mortgage co are one of the worst companies I ever deal with. I hope any body who wants to get a loan stay away from new Rez never used this company because the only thing you're going to get from this people are going to be head ache stress and problems read more

Do NOT waste your time! 6 months into the REFI process with stellar credit and providing every and any type of document they could ever ask for and some that made no sense, they wanted a new application and another credit pull, more of the same documents that we already provided, and still no estimated closing date. Many promises from the "loan" contact who then ghosted us when we started asking more questions about the status of our process. NO response to voicemails, emails, anything. We battled incorrect interest rates & higher closing costs every time they wanted us to sign a new disclosure, misinformation regarding cash out and I could go on & on. Pleases heed all these reviews and do NOT waste your time & effort. read more

My loan was sold to this company right away. We had an issue with the home owners insurance. I got new insurance and PAID it. I called Newrez and told them this happened and that I PAID IT. They paid the insurance anyway. I received a refund check from the insurance. I then had to deposit that check, and mail another check to Newrez to cover the escrow deficit. Now, they have lost the check. So I am now supposed to cover the stop payment fee and mail a new check because someone couldn't follow simple directions? Messy. read more

recently the service has been good and the follow through as well. I see improvements over the past couple of years. Keep it up!

NewRez/Shellpoint mortgage has held my mortgage for 3-4 years and they have always been responsive and professional..

I had a question regarding a recent payment on my loan. Their tech was quite knowledgeable and helpful.

I've never rated a mortgage company before. Just paid off my mortgage early - the NewRez staff were helpful and clear. Ditto on the monthly statements and their website. read more