Reviews
This profile includes reviews for Newrez LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 855 Customer Reviews
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Review fromJeff B
Date: 07/11/2025
1 starJeff B
Date: 07/11/2025
I cannot think of a more frustrating customer service experience ever. All the people on the phone do is send internal messages and escalate complaints which are never responded to.I've been trying to get permission for the town to build a sidewalk on a sliver of property since January. I've called many times and sent many emails. I never get anything back.I've never missed a payment on my loan.The only communication I've received is a letter (in the mail!) that said they would respond "within the allotted time frame required. That means absolutely nothing and it's been over 30 days since I received that letter. I called again today and it seems that I'm starting the process all over ******** original loan was with another company and NewRez bought it. If you're looking to get new loan, then I would look far, far away from this company.
Newrez LLC
Date: 07/14/2025
****, we understand your frustration and appreciate your patience. We are actively working to resolve your concerns. In the meantime, we encourage you to reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. Thank you for bringing this to our attention.Review fromAmber L
Date: 07/08/2025
1 starAmber L
Date: 07/08/2025
THE WORST MORTGAGE COMPANY WITH NO CUSTOMER SERVICE!!They have increased my monthly payment on a fixed mortgage by $2000/month due to them not escrowing the correct *** of property tax for 3 YEARS!! They do yearly assessments on taxes...supposedly...obviously NOT!! I ********* requested to pay my own property taxes and was denied...that was 3 years ago. Also requested it 2 yrs ago, now with their boondoogle, COSTING ME $2000 month more, I have made 3 calls and 3 requests to PAY MY OWN PROP TAXES...STILL NO ANWER!! DO NOT USE THEM....HORRID COMPANY!!Newrez LLC
Date: 07/09/2025
*****, we regret to hear your experience. We are actively working to resolve your concerns. In the meantime, if you have any additional questions, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. Thank you.Review fromGabriel B
Date: 07/01/2025
1 starGabriel B
Date: 07/01/2025
The worst experiences I have ever had is with this company. This last one situation is so bad that I need to leave reviews saying what my experience is. BBB needs to take action with these people.1) On 6/30, for whatever reason, Newrez took my payment submission 6x. 2) I got 6 emails saying that my one time payment was scheduled and if you wish to cancel the draft or have any questions, please contact our office within three days prior to the draft date. 3) I literally called within 5 minutes of this happening. The lady how answered the phone was able to reverse 2 out of 6 payments. I mentioned to her that only 2 are reflected on my side.4) The lady responded and said not to worry, that it will be processed and cleared in 1-2 hours. LIES 5) Next day, I gave them a call because I was concerned it still wasn't processed. The next lady said that it will take them until 7/10. I told them that can't happen and it needs to be processed sooner and per the email, it can be canceled. I told them my bank account will go negative if this posts. They assured me it wont happen.6) Today, my bank account is negative... surprise surprise. I now can't pay any bills or anything.7) I called again, they keep saying its in process and they can't do anything. I asked for a supervisor. That supervisor said the same thing.I asked for their boss. I asked why 2 transactions got canceled but not the rest. They said some of them could have "batched" and processed so they cant undo it. I asked if they can verify that it got "batched" literally seconds after it happening and she said that is internal information. She can't share it. More lies to cover up their nonsesne. They even said 3 transactions were reversed, not 2. I said show me proof because it shows only 2 on my end. Then they said they cant show proof that 3 was reversed. They are all liars.This is downright criminal. BBB needs to investigate this company.Newrez LLC
Date: 07/09/2025
*******, thank you for your feedback. We're disappointed to hear about your experience and are actively working to resolve your concerns with your payment. If you have any further questions, please reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************.Review fromRebekah A
Date: 06/30/2025
1 starThis is the worst company to get a mortgage with. Let me be clear I did not sign up for a mortgage with this company, my mortgage was transferred to them. They have been the worst people to talk to about the most simple things on a loan that they should know. Every time I call in I get a different answer about when my ************* will fall off. I cant get any of the letters that they say they are sending the representatives have no clue what theyre talking about and you can never get a hold of a manager. Avoid at all costs.Review fromAryanna D
Date: 06/30/2025
1 starI have contacted the company multiple times regarding incorrect property taxes and the issue it is still not fixed even after getting a email stating the problem was resolved with no information given about the so called 'solution'. I do not recommend to anyone. They were not my first choice mortgage company as my mortgage was sold to them, but I will deter anyone away from using them.Review fromConnor H
Date: 06/29/2025
1 starhorrible customer service, I'm currently looking into refinancing just to get away from them. i have been working with them for over a month to get a delinquent property tax payed. the due date came and the bill has still not been payed causing me to come out of pocket to keep my property safe.Review fromNorma Jean J
Date: 06/24/2025
1 star******** company to deal with. No one answers their phones. No one tells you the process of assuming a mortgage that there are closing cost involved. No one returns your calls. The left hand doesn't know what the right hand is doing. No one speaks English. They continue to ask you the same questions each time you call. They tell me they don't have my social security number or my email address. Also needing my phone number. I have been dealing with them for two months and its been terrible!!Review fromMyriam S
Date: 06/24/2025
1 star******** customer service and management. No compassion, dont try to help at all just want to get you off the line when you call. Ive faxed them documents numerous times and each time I call they havent received it. I cant finish my home due to them withholding the funds. I have been dealing with this for months. Now we are in hurricane season again and my home is still the same. Its ridiculous how your own mortgage company has you homeless but still collecting payments, withholding your check and giving you the round around.Review fromJesse R
Date: 06/21/2025
5 starsJesse R
Date: 06/21/2025
I read the reviews and was worried we would have a negative experience with Newrez. Glad to say we didnt have any issues in the two years that they held our mortgage. All payments were applied correctly. Paid the house off in April and they promptly returned our escrow. We also received our deed of reconveyance last week. All in all we had a positive experience.Newrez LLC
Date: 06/24/2025
Thank you so much for the positive review, *****! We are thrilled that you had a great experience with us. We hope to serve you again in the future!Review fromJohn D
Date: 06/18/2025
1 starJohn D
Date: 06/18/2025
We get a notification we are late for a payment. I called them, paid them on June 13th.They called right back to collect again the same month payment.I told them again they just called please re-enter the information into your notes for the account.I get so many calls my spam filter flags it. We receive a collection notice in the mail and an inspector taking pics of the house our kids or who knows. My wife calls over $4,000+ paid in on hold sonthey can charge late fees that are not refundable since May trying to get Newrez to release the electronic fund from our bank to them assigned to our account in their possession while claiming they have not received any payments from us. How does a company hide legit payments made to them then claim no payments received? They are going after homes in their portfolio that's why theybare holding customers payments and sneding collections after them after contacting them on the phone and taking their calls. Today mynwife had to be rude to get them tonat least consider releasing the payments on hold to get the account they caused to become late in status by putting a request in the for the legit timely payments which should take 2 days to reflect (if theydon'tding usnfor another late fee). A supervisor will be calling because I requested it but I doubt it because they want to keep running their fraudulent "haven't received a payment" scam to fleece their customers like me.If your mortgage is bought by Newrez with their late fees racketeering, be ready for thousands of calls, people parked outside of your house, and them demanding double payments.Newrez LLC
Date: 06/24/2025
****, we are disappointed to hear about your experience. We are actively working to resolve your issue. If you have any questions in the meantime, please reach out to a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. Thank you.
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