I got a quick call asking for more information after I submitted an application. The reviewer was very helpful in comparing our existing loan to one we would get if we refinanced. It was clear that, although our interest rate would be lower, we'd end up paying more in a new loan than in the loan we currently have, since we've already paid off most of the interest on the existing loan. The reviewer worked through our questions and did some calculations while we were on the phone, enabling us to easily decide what to do. read more

Run from this company. I had to file with the BBB to get their help. I had this loan for 4 years and when I tried to make extra principal payments their system forwarded the extra payment to the next month. It messed everything up. Over 15 lines of errors and I could never get a cust rep on the phone. Here is the real problem. You can email them. I emailed them in the 1st Qtr of 2020 over 40 times. Always and automated response. I was never emailed back. They also have no Chat to use. They finally fixed one of three extra payments that I complained about but never replied to anything that I emailed them on. I just refinanced in July 2020 to escape this terrible company. It is also nearly impossible to call them as well. That never worked. If you need to get them on the phone...pretend you are a new customer. Then they answer since it's a stronger phone no. I had to file with the BBB...then finally NewRez fixed my extra principal payment issues. This is a TERRIBLE company with TERRIBLE customer service. I had so many issues I gave up with them and refinanced with another company. Even their refinance department wanted me to pay $500 for a home appraisal for a new loan rate. I went with a company that did not require that. My LTV was 36%. I didn't need to pay for my own home appraisal. I can only imagine how terrible it is to work at NewRez. Bye bye ... terrible company. read more

Our mortgage sold to NewRez a few years ago. We assumed it would be very easy to stay with Newrez to refinance. Took us only 2 days to complete appl & download all of the documents requested. 6 wks past before anyone got back to us despite numerous emails & voice mails we left. This continued for a few more months but were assured that our rate was locked in as well as points. We were actually told same at 5 months with a bigger discount for them taking so long. At 6 months the documents from underwriting were ready for signatures. Interest rate of 2.75 as promised but points went up so much that our $210 out of pocket skyrocketed to $10K. Needless to say we did not sign. This was a terrible experience! We do take responsibility for not dumping NewRez at 4 wks instead of waiting 6 mo.!!! I will never recommend this Lender read more

I don't write many reviews, but after this loan servicer took over my home mortgage loan, I have experienced nothing but issues. - Inability to set up automatic payments. - Inaccurate information. - Inability to pay additional principle online (but good news you can pay additional escrow, sometimes). - Unfriendly and completely unhelpful customer service assistance from Dwaine Gray and Melissa Davis. Dwaine Gray stated that the website changes the policies regularly and that there's no way for agents to be aware of the policy changes to reflect accurate information when you call and ask them - apparently they are victims to the IT department. Question I asked - If there was a random fee, disallowing me to pay additional escrow on the account, why wasn't it represented anywhere visible when paying on the account? Answer - You can't pay fees online, you have to wait on hold and call in for that. Then when I said that's not true you can pay late fees, I just paid one Oct. 3rd. They replied with IT changed the website to allow it on Oct. 1st. Then when I said, who stays up to date with changes on how you can pay your mortgage and fees to reflect the most accurate information? They replied with the IT department. Same goes with a bit of a different twist for setting up recurring payments. I know Dwaine Gray and Melissa Davis don't run the company or the policies, but they support it just by being a part of it. If less people supported obvious sharks for loan services, then companies would have no choice but to change their policies to benefit the borrowers - they already make interest off of me - that should be enough, rather than doing all they can to charge additional fees and prevent you from paying additional escrows. So just know if you end up with this loan servicer and you want to service your account online and not wait 45 minutes every time you call in, you will be subjected to the whims of the NewRez IT department, and no one else will be able to help you with the options listed on the non-functional options on the website, or will be able to inform you why the policy exists in the first place, or why multiple agents have different information. read more

Fantastic experience! From refinance to servicing my loan, terrific experience!!!

The worst. I can't imagine anyone would actually CHOOSE to use them. Like AT&T, they have to buy up accounts from other companies to show growth. We are re-fi'ing and have pleased with our lender to not sell us to New Rez. read more

do not go here. they strung us along for five months only to not come through with a home loan. the story is much longer but i will save you the details - just go somewhere else and don't trust anyone who uses new penn financial. you've been warned. that is all. read more

DO NOT USE THIS COMPANY! They are unprofessional, have canceled appointments, do not return calls/emails, give out incorrect information, and are all around incompetent. read more

Awful company to work with. My loan was transferred to them and it is hard to get any answers when you need them. Every time I call the wait times are extremely long and then the reps are not helpful. read more

Unfortunately our mortgage was recently sold to NewRez. We are a new account for them and not by choice. NewRez is without a doubt the worst loan processor we've ever encountered. We have never dealt with any "Bank / loan processor" that is this incompetent. After five attempts too right a wrong that they created during the transition process we give up. It's very evident to me that NewRez is a fee happy banking predator that has no concept of customer service. If your considering dealing with NewRez don't walk away, RUN !!!! Yes, they're that bad read more

Like another reviewer...I wish I could have given no stars. I have my current mortgage through New Penn Financial. I've owned the house for almost 2 years. This is the second time that they have tried to get me to Refi with them. This time, they called me stating that my property value had gone up and that refi-ing could lower my payments $100 - $200. Told me he would need to check my credit but that it was a soft inquiry and he would have a few options to me by the end of the day. Not only was it a hard inquiry (lowering my credit score) but what he sent was an application for refinancing and not options. So today when I point this out to him via email and ask him why it was a hard inquiry this is what he sent back: "I understand your frustration. Honestly, the impact to your score is minimal and temporary. I was hopeful we could eliminate your revolving debt and drop your payments a few hundred dollars. However the AVM (Automated Valuation Model) over-estimated your condo value. " This company COLD calls it's current customers to try and have them refi with no actual information on the property!!! He should never have run my credit! Horrible company...this guys name is Thomas VanDeventer he is the Senior Loan Originator - Internal Sales. Avoid using this company at all costs! read more

Instructions ambiguous regarding HOA insurance and who is responsible to get four files that I know nothing about. An email was sent to me indicating that I had to send four HOA "proof of insurance" documents, which I've never seen and know nothing about. I was told by my loan officer that I didn't have to offer that information; it's the responsibility of my HOA. That said, why did I receive the email from Newrez? read more

I had a payment that was mistakingly sent. I called and explained what happened. The payment was reversed and back in my account in less than a week. Great job! read more

Crooks, liars and cheats - no joke! On April 2019, I made an inquiry to have PMI removed, given I was at the 80% mark. No problem, right? Wrong! The result was criminal. First agent, "What's PMI?" ... second agent, the same response. Third agent knowledgeable, but said PMI isn't automatically dropped at 80% - like the 5 other mortgage companies I've dealt with prior. Agent said once I get to 78%, PMI may automatically be removed, but couldn't say for sure. My request to speak with some in that department was rejected. Agent said I would be notified by mail. Weeks later I received a packet in the mail, wanting me to pay $400 for an appraisal, to be considered for PMI removal; I threw it it in the trash. My plan was to make additional principal payments to reach 78%, hopeful the PMI would be removed... here is were the CRIMINAL part enters. Fast forward to 12/31/2019. An individual with a work order from Clear Capital contacted asking to come inside my home to take pictures. I thought it may be some kind of scam. So, I contacted both my insurance company and New Penn, twice. After reviewing my mortgage statements, it was discovered that New Penn stole an additional principal payment and paid for the appraisal (BPO). Really! This is supposed to be a financial entity , a trusted financial institution. If they are stealing my money to pay for whatever they want, what else are they capable of doing! And to provide my proprietary information to a third party without my consent! I am waiting for a class action law suit. read more

If you've recently been arranged with NewRez LLC for your mortgage, good luck! Emailing/texting/calling is not a form of communication that they prefer. They would rather you receive updates via mail, which would likely come faster via carrier pigeons. I'm currently in the process of a recast with our new loan, application fee and down payment posted a month ago. Receive a letter weeks later that the recast is approved but need to agree to pay for another appraisal, even though we just did in Nov '20. I was never made aware of this prior to proceeding with our loan. My research shows that an appraisal is good for 120 days, and it's also not required for recasting, but refinancing. Despite multiple phone calls, emails, and faxes, this has been unresolved and certainly feels like a money grab. read more

Great customer service and app! Coming from another bank without an app this is so much better. And it works really good!

September 9, 2021 This is the worst loan service company I have ever dealt with in my lifetime. If you pay more than $200-$300 above your payment in order to pay off your loan quicker through Billpay from your bank they will send the excess amount to the following month and subtract the future interest form the excess. Each month I have to call them and speak to a CSR who knows NOTHING about loans and explain what they need to do. Then a few days later I have to call again and explain it all over. Each month I also have to write emails to whoever I can find from NewRez or Shellpoint and ask them to fix it. I have filed formal complaints to state and federal agencies and they send inquires but they never follow up. This has been ongoing for 30 months and it gets more frustrating each time, the only saving grace is I have 5 more months to go to pay it off. The only thing is, I will have to spend up to 6 more months after the final payment to get my title turn over to me as others have posted they have to pester the hell out of them to get their title. If you have 2 or more years to go on your mortgage I would suggest getting a reify and take your loan elsewhere. read more

We have three mortgages with three different banks. This is by far the worst bank we have ever dealt with. Their customer service is beyond terrible. Their website does not support certain browsers, and instead of indicating this clearly, the website sends you through multiple circles, like a dog chasing their tail over and over again. Because of this we were not able to make a payment in time, and they still did not count this as a technical problem on their end despite this clearly being the case. We were then charged a late fee. Over the phone the representatives would tell me they would take care of it, to no avail. I was then told MONTHS down the road I should have put this in writing, which I did immediately only to then be denied. Absolutely appalling company, with no ethics!  Now, I called for another issue: what are THEIR calculations in order for me to remove the PMI. I did the math, it was pretty simple but I wanted to make sure we were all on the same page. Other banks can tell you this information immediately. New Rez told me this: they will know in 5-7 business days, at which time I would have to call them back to find out the amount due. On top of that, even if I do pay off the balance I may need to fill out a form requesting that the PMI be removed. WTactualF?! Am I crazy to think that is completely absurd? They may keep charging me the PMI even after I have paid them tens of thousands of dollars of debt off?? I strongly advise all to use another bank when shopping for a mortgage. Although all banks can seem predatorial, these guys are actual predators who abuse their power and do not help their customers even when they are the ones who cause issues for them. read more

If I could give them no stars I would. They do NOT deserve one star. You pay into an escrow every month only to deal with them not paying your taxes and insurance on time. It is a constant battle with them. When you ask to file a complaint, the "manager" on the phone told me she is the complaint department and she will record my concerns. What a joke. Shame my mortgage got sold to them. Never experienced customer service like this. EVER! read more

NewRez has always had great customer service, very kind and helpful.

Customer service was very helpful. They told me about my account's standing, because on the online account, there were so many adjustments and corrections from internal errors that I could not figure out what was what. The NewRez website and online account is totally confusing and not easy to find what you need. There is no easy way to get a private message if you so try to contact them from your online account. When they email you back to say you have a message, the email link is always expired and the message apparently deletes. I think they really need a new system. I wish they had an online chat, because I had to call and I do not hear well. read more

I just refi'd and it was slow, but aside from that painless. Just a few uploads and signatures. Reasonable.

I had good experience with new rose mortgage company I need extra payments on my loan for the last three years and everything went smoothly.

I have called three times today and been disconnected or hung up on twice each wsit was about 17 minutes. I asked why if a client was disconnected, that NewRez doesn't call back. I was told they only have an inbound calling center and therefore they cannot call people back. NewRez, Your customer service reps who answer the phone are very pleasant and apologetic for the lousy service the wait, and the repetitious compliance statements that I heard three times today. Since I was interested in a refi on an existing loan where you have a history since 2007 with us, I was transferred to two different loan officers one named Brian the other one named Jason, direct line 330.619.4369. Jason's phone message says leave a message and I'll call you back. I'm still waiting and I'm kind of wondering if both those loan officers didn't just hang up on me because I wouldn't fill out the application for a refi I know what my credit score is I know what my house is worth although they didn't ask. You think since they have the loan on it they do actually know what it's worth. But I'm still waiting for the call back I did make a call to Jason's phone number and say please call, but since he wasn't interested in answering my questions about their best interest rates, a general idea of loan costs, or other things that would've been helpful to me to decide whether we would be better off keeping our existing loan or having a refi. It's a shame you can't answer questionsFor consumers who are already your clients you get a zero on your ability to conduct business in a way that is helpful. I will be calling another lender to do a refi congratulations on not earning my business today. read more

Scam alert! There seems to be a trend here... We had homebridge financial until newrez purchased our loan. This company also goes by several other names including Shellpoint, loancare and phh mortgage services, among others... Immediately after acquiring our loan, the payment went up $160 a month due to "escrow account...." Now, with us unemployed due to covid 19, we have questions about how to deal with a late payment or forebarence if needed. Called several times and was told, "that is up to your lender. Go to website, sign in and see your options." Each time I called it was one rude SOB after the other. And funny how their website is suddenly down during a time when we need answers.... Login sends you to a glitch page. Cant get past it for a week now. Feeling nervous, i requested that my ACH withdrawal be cancelled and i will submit future payments via their website. After I was told the auto withdrawal was cancelled, i requested confirmation via email. The SOB representative said "i can't send emails outside of the company." Really? You cant communicate with a customer??? Shady AF... The reviews of this shady company are quite the eye opener. I can't wait to be rid of them. read more

My loan was transferred to New Penn Financial in July and I must say I am annoyed. I understand the payment due date is the 1st; however, we have until the 15th/16th to submit it. Why are you calling me and harassing me everyday before the 15th/16th? I have never been late on a mortgage payment. You will receive your money. Quit making pointless calls. Now if it is after the 15th/16th, I understand. Leave me alone until the 15th/16th has passed and you have no payment. My interest rate is to good, so I can't refinance with another company or else I would. read more

We were looking to refinance and filled out an online form. The first call I received was from Steven Horowitz of New Penn. He was so nice and was able to answer every question I had and even gave me information I didn't know I needed. With Steve's help we were able to refinance and payoff another loan and 2 credit cards. All for almost exactly the same price I was paying already. I would absolutely recommend Steve Horowitz and New Penn to anyone looking to refinance. Start to finish was only a few short weeks. Quick and painless. read more

i only gave 1 star because yelp wouldn't allow me to give 0 stars. these people are scam artists. if they transfer your loan to them, fight it if you can. do not get into business with these horrible people. they don't answer the phone. they raised my monthly by almost $200.00 after covid. i can't believe they're operating legally. i'm going to better business bureau. horrendous. i have stellar credit and only owe 36,000. on my house. they are beyond awful. run! read more

The gentleman that helped by providing my payoff quote was extremely professional and very friendly.

They said paperwork would come that they no longer would have my loan. My payment is coming up and don't know where to make them. They no longer have a site to look into. What do I do? . read more

I have had nothing but delays and obstacles in dealing with this company. I had one other bad experience with Ditech who held my mortgage before New Rez. 'm thinking it is still ditch with a name change. I have been told twice that my re-fi ha been approved and I'm all set to then get another emil saying they need more documents. I had just submitted the requested documents two or three days before. I submit the documents again and I get another congrats email saying everything has been approved and I havea docu sign to do but all the figures are wrong and much higher. AS they did not take out my paid property taxes and the rate is too high. My application should not really be a problem as I have much equity in my house. Their communication is terrible as I have to chase them down to get a confirmation that they received my requested Documents again. I have to chase them down to get any answers update or info as to why this is taking so Long! I was told I would be funded and finished on 12/18 and still I have nothing. I'm going through anothe cancer battle and my medical bills are really high and I very much needed the money but it has been delay, delay, delay without explanation. It has been very VERY stressful and just when I'm supposed to be avoiding stress. Anyway, Do not work with this company. It is one BIG headache. There has to be better companies, out there, to deal with Good luck with getting a HELOC or re-fi. I know COVID has changes everything but the this has been handled, especially given my situation is unacceptable. Rhe re-fi offer they sent to me said it would be three easy steps at no cost. I have to pay $500 for an appraisal and they have added all the closing costs and charges that have already been paid. So They jut added on all kinds of fees to the money I want to take out making the loan so this hassle is costing me... not mentioned in their offer to re-fi with no cost and little hassle. Veryt deceptive advertising. I am thinking of report them to the BBB if they do not meet my request. Also, I have been transferred to four or five different people. Why all my stuff isn't in a one file that can be accessed, by everyone is beyond me. Also, you have to keep chasing them down as their communication is TERRIBLE. Anyway, my advise is check out another company as this one will just give you a big headache and nothing is easy per heir advertisement. It looks like my experience is very similar to Linda E, Brian K and Dana R. too would give negative stars if possible. This company is really bad and I have no idea how they stay in business with such terrible service and not completing their part of the promised deal. Pardon, the typos as i"m still recovering from Brian surgery. I assumed that going with my current mortgage company would b easier especially I was mails a form on how easy and quick it would be. i has been Either. This has been the worst process and I wouldn't wish it on anyone else so PLEASE, for your own sake, GO ELSEWHERE!!! Kelly W. read more

It took awhile to get to the correct rep, but everyone I spoke to was very friendly. Th Corey rep. As knowledgeable , patient with all my questions, and very nice read more

I wish there was a NEGATIVE RATING. This company doesn't even deserve one star, the worst incompetent ,lying, thieving, lack of knowledge customer service reps EVER!!!! My husband and I refinanced with their company back in December. Our previous mortgage company transferred what was remaining in our escrow account to them, that check should've come to us, once we found the error, we contacted Newrez expecting a check, instead we were told that in California, the analysis is done in May and what ever is over 50.00 will come to us. But we could request an analysis...which was denied!!!! Fast forward to May, we wait to the middle of May only to be told that they changed it to the end of June..So we call and we were told that they only do the analysis in January. *sigh*. Trying to explain to these people is exhausting, the "Supervisor" was a complete IDIOT!!! Refused to hear what we were saying, she said January, so where was our check In January? She was only sticking to her point, which was a mute point because it made zero sense...We have gone through at least 7 people, all with different excuses. We just want what is due to us. read more

I wish there was a zero star option because that is exactly what NewRez (aka Loan Care, LLC) deserves. They recently purchased my mortgage from UHM and have been a nightmare to deal with since the first (lack of) communication. It's absolutely astonishing how they make you become their customer by purchasing your mortgage, yet treat you like they are doing you a favor. I have had issues with the initial setup, the proof of homeowners insurance and establishing auto payment. I was never able to get anyone on the phone since they put you in an automated phone loop whenever you actually attempt to contact a live person. They simply prefer to mail aggressive and disrespectful communication to your home and prove they have THE WORST customer service of anyone out there. If you have ANY choice at all, AVOID NEWREZ (LOAN CARE) at all costs. read more

Very friendly customer service. Was helpful and was able to get me all the answers to my questions. I was hoping to refinance at a lower rate...but was unable too. Maybe I will have to look into the Bi-weekly payments if they will save me some money in the long run. read more

Our loan was sold to this company and I'm not happy about it. I've been trying for a week to get an accidental overpayment refunded. Each of the five times I've called, I'm told a different story on how to get it rectified. The first time I called, I was told it would be refunded at my request within 24 hours. The second time I called they asked me to have my bank fax them the transaction numbers to prove it was paid twice. The bank has faxed them twice now, showing both payments were sent. I followed up both times and was told it was "processing" and would probably post later in the day. I called yesterday and was told it would be an additional 2 days. I called today and was told it will be TEN DAYS. Of course my bank account is accruing all kinds of overdraft fees because this wasn't resolved when it said it would be, and I'm left holding the buck. Two thumbs down. read more

Run, run, run away from NewRez!!! My mortgage got sold 4 times beginning with KeyBank, they sold it to some other company, that one sold it to PHH Mortgage, they sold it to NewRez. I had no idea until I tried to log on to make my monthly payment. No letter, no email, nothing from NewRez stating I'd been sold down the river again. It took an act of congress to set up an online account so that I could make my payments - I don't write checks, there's no such thing as in-person service anymore... their website crashed 2 times while I was on the phone (after a 37 minute hold) waiting for their "tech support" rep to get on the call after the frontline person couldn't help with the "new account" setup and online access (had no clue). I finally gave up - the hold music was melting my brain - and did eventually get online to finish paying my effing mortgage. Holy crap, we deserve 4 more years of Chump if this is indicative of how the banking business has sunk. read more

Newrez has been the worse mortgage company i have EVER dealt with. My previous mortgage company wS bought out by Newrez, like so many others I thought "ill refinance with them they have my excellent payment/credit history etc., plus i'll lower to 3.25%. Guess what, that was on June 24, 2020. They have had everything they need for months but file still says under review. I send any documents they request and processor asks me for the same thing over and over. They are the worst and when I send in extra for principal on current mortgage its held as unapplied principal. What is that? I asked to apply it to my principal! So disappointed. I will be contacting BBB. This is ridiculous. I am a loan signing agent I've done several refinances that have only taken 30-45 days. Its going on 4 months! Loan Processor says call anytime, she never returns my calls or emails. However she will send an email asking for more documents at 5:00 and is then conveniently out for several days. She has done this twice. I cant wait to be done with them. I will be paying my mortgage off early with current rate. read more

First off the Customer Service is one of the worst I have seen. Since this Corona Virus my wife has been laid off from work so we needed to call to get relief. Now I understand the long wait time but I had to call Three times and file two Claims within a month period. Once I finally got in touch with a representative I was told that the only relief that they were giving is that we won't have to pay the payments for three months however at the end of the three months it all had to be paid back in full...What kind of relief is that? The reason I am even calling is because we cant make the payments off one salary, so how would I be able pay it back in full after three months? read more

We are existing customer with them and have attempted to refi numerous times. Started applications with them and no one follows up.....three times. Finally got the process to go but it's been one thing after another with them. They do NOT respond 95% of the time. EVERYTHING is electronic, they don't make phone calls and very rarely will email you. They only work with their PORTAL. There have been issues where they've claimed to have received inaccurate credit information and have asked for bizarre documentation and when questioned for the source and/or copies (since they have charged me for the credit reports) we have been IGNORED over and over again. Then we paid for an appraisal and never received it -- had to message them numerous times - NO response so then we contacted the appraiser himself. HE took care of it with them and contacted a manager only then did we receive our appraisal. Then our closing -- we were scheduled via email with NO information on who was coming. After almost an hour of no show I started looking through emails to try and find a name. I find the title company contact info on a document & called them....they didn't know why the notary didn't show up & told ME to call our loan processor the next day to reschedule. The next morning I checked our security camera for an alert from 9:40pm the night before and saw a man in a suit with a brief case on our front step -- the notary! 2 1/2HOURS LATE! Showed up at our house at 9:40pm! I emailed all parties at NewRez the night before and still at 10:30am there was NO phone calls from these people, NO email until I sent a SECOND email -- then the only response I received was from the loan processor who said it was rescheduled for the same time tonight and apologies. At 5pm this evening I received a phone call from the manager involved -- only to confirm the notary coming tonight. EVERY single one of these people involved, that we have managed to speak to have been like robots -- unconcerned, cold, INDIFFERENT. I would NOT recommend using them for anything at all. It has been a very difficult experience and we are very unhappy with them (it is not just the refinance department either -- our existing mortgage through them has had issues with the escrow and insurance departments and the overall attitude is one of complete INDIFFERENCE. It is nearly impossible to communicate with anyone there -- they hide and do not LISTEN OR ADDRESS concerns or mistakes) AWFUL just AWFUL UPDATE: Our closing funds were supposed to be direct deposited into our account on 2/29 - it never happened. Monday 3/2 still no funds. I emailed the 3 people involved and not one of them ever responded! I contacted the title company (Avenue365) and told them they were in breach of contract and I received a reply saying we never signed anything stating our funds would be available on 2/29 (I have the document!) and then proceeded to tell me how they had 400 closings with wire transfers on Saturday (basically ovwrwhelmed)and they had to he done manually. NOT MY PROBLEM THATS THEIRS!! THIS IS UNREAL. The absolute WORST closing of my entire life (and I've done this process a dozen times!) Where is the government oversight???? read more