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 857 Customer Reviews
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Review fromMichael S
Date: 05/14/2025
1 starMichael S
Date: 05/14/2025
I had an auto-pay working fine for a couple of years through ******. I recently wanted to make a one-off extra payment, and didn't notice the bank account they had saved from ****** was an old closed one that had been there for years instead of the active one used for auto-draft (that wasn't "saved" anywhere). They issued a $40 NFS fee. Calling them resulted in people that couldn't do anything and said to email. Online chat resulted in denying the request to waive the fee from this extra payment. Emailing resulted in the same.Bad at customer service, bad at customer support, and don't try to do right by their clients. Avoid them best you can.
Newrez LLC
Date: 05/15/2025
*******, thank you for your feedback. Weve shared your concerns with our team, who are actively working on your issue. We appreciate the opportunity to address this.Review fromflorencce a
Date: 05/14/2025
1 starflorencce a
Date: 05/14/2025
Do not go with this company!! They are sneaky and deceptive!! They have been adding a ****** charge to my account for the last 2 months. First when I called, they said I made a ****** check payment and it bounced. I never gave them a check for that amount. They said they'd clear it up. I went on the next month and see not only is it still there but there is a new ****** charge. I called and the representative was nasty and said its because my payments have been getting returned. I called my bank and verified they have never returned a payment from them. The guy at the bank said he has this company as well and they're so sneaky!! Also, they identify as a debt collector when you call? RED FLAG!!Newrez LLC
Date: 05/15/2025
********, thank you for bringing your experience to our attention. We understand your frustration and want to help. To best assist you, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************.Review fromAaron K
Date: 05/13/2025
1 starAaron K
Date: 05/13/2025
AVOID AT ALL COSTS! This is by far the worst mortgage company I have ever dealt with. I have been asking them for an updated statement for 37 days now. I called multiple times, I sent emails asking when I would receive it, everytime some person just tells me it will auto generate sometime next month. This month they told me I wont get a auto generated statement until the 18th. Because of this, another financial underwriting that will help my family will have been on pause for over 48 days.... because the cant give me a pdf that shows my current account info. They even sent me a letter, in the mail, saying they received my request and will look at it with 10 days. ARE YOU SERIOUS? You typed out a letter, had someone put it in an envelope, put postage on it, wrote my address on it, and got it to ******** but you cant email me a updated statement? What sort of idiocy is this? This place has to be run by incompetent or unwilling. Either way, avoid them, they will never help you when you need it. Furthermore, when I asked to have my PMI removed, they told me they valued my house at $200,000 less than it was appraised for so I had to keep paying it. Sounds illegal and predatory. So I asked where the quotes were for the ************** they didn't have any, where are my PMI documents that show who underwrites it. They don't know. They don't know anything actually..... which breaks consumer protection laws. Incompetent and scammers. You don't want to be associated with either of those. Avoid at all costs.Newrez LLC
Date: 05/15/2025
Thank you for providing your feedback and letting us know about your experience, *****. Wed love to discuss this further. Please call ************ or use the chat function on your online portal at ****************************** so we can make this right.Review fromS. B
Date: 05/06/2025
1 starS. B
Date: 05/06/2025
I made a $30,000 lump sum mortgage payment on April 7th, which brought my LTV to 70.25%well below the 80% threshold for PMI termination, as confirmed by a Newrez agent. Despite this, Newrez continues to charge monthly PMI and, on April 15th, falsely claimed I did not meet the requirements for cancellation. This behavior appears deceptive and predatory. Repeated calls to their representatives led nowhereagents are evasive, unhelpful, and pass customers around without resolution. This is not just poor serviceit borders on fraudulent practice.Newrez LLC
Date: 05/15/2025
Thank you for bringing your experience to our attention. We understand your frustration about your PMI and want to help. To best assist you, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************.Review fromAntonio P
Date: 05/05/2025
1 starAntonio P
Date: 05/05/2025
THIS HAS BEEN THE WORST CUSTOMER SERVIVE I HAVE RECEIVED IN A LONG LONG TIME. NOBODY HAS A CLUE OF WHAT THEY ARE TALKING ABOUT. CHAT WITH 4 DIFFERENT REPRESENTATIVES AND ALL OF THEM HAD A DIFFERENT EXCUSE REGARDING MY ISSUE. TODAY I SPOKE TO A PHONE REPRESENTATIVE AND STILL I WAS NOT ABLE TO GET A RESPONSE REGARDING MY ISSUE. I WILL STAY AWAY OF USING THIS COMPANY IF YOU CANNewrez LLC
Date: 05/15/2025
*******, we regret to hear about your experience with our team. Our team is actively working to resolve your issue. If you have any further questions, feel free to reach out to a customer service representative via the chat on your online portal or by calling ************. Thank you for bringing this to our attention.Review fromNestor D
Date: 05/02/2025
2 starsNestor D
Date: 05/02/2025
Two stars only the way this company handle the situation, start with the operator/representative reading from a script not paying attention what you have to say, second, this my second time calling this "company", and the identified themself as a "collection company/agency" not a mortgage company, red flag right there, the issue that I have is the IT ***** is not existent, nobody can fix the issue that I'm having.Second month I have to call in to make a payment over the phone because their website don't allow me to make the payment, I try to resolve the issue with no avail, the operator/agent (provably working from home) have no clue in how to resolve the problem, witch is not my fault, the classic "I'm going to write a ticket and someone will contact you within 2 or 3 day", hahahaha, second month already with the same problem and not resolved.If for any chance someone read this review, please contact ***** mortgage was sold already 4 times and this "company", let tell you, is the worst.I wish, once you have a mortgage with a bank or company, stay with them, not to be sold or trade around, it should be illegal a practice like that.Newrez LLC
Date: 05/05/2025
Thank you for your feedback, ******. We're disappointed to hear about your experience and would like to make things right. We are actively working to resolve your concerns with the ability to make a payment on our website. In the meantime, if you have any further questions, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************.Review fromJulia G
Date: 04/30/2025
1 starJulia G
Date: 04/30/2025
I've had a really good experience with this company through their Sales process, but once you're in and paying them, they do not care and their customer service is awful. I had an issue with my bank, and asked for their help with understanding what will happen if my payment doesn't go through. Their online chat person said "Yes, There was ill a NSF fee accessed"This doesn't even make sense. How embarrassing to employ someone in a chat function who can't even spell.Newrez LLC
Date: 05/05/2025
*****, we regret to hear about your experience with our team. We are actively working to resolve your concerns. If you have any further questions, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. Thank you for your feedback.Review fromRebecca S
Date: 04/29/2025
1 starRebecca S
Date: 04/29/2025
This company is horrible. They don't return phone calls. They don't answer questions correctly when you do talk to them. Their phone connection is so bad that you can't even understand what they are saying. And they send you letters in the mail that are very frustrating. I do no like them at all.Newrez LLC
Date: 05/02/2025
Thank you for sharing your feedback, *******. We understand how frustrating this experience must have been. To ensure your concerns are addressed, we encourage you to connect with a customer service representative through the live chat on your online portal at ****************************** or by calling ************. Were here to help!Rebecca S
Date: 05/08/2025
I have many times.... hence the review.Review fromKaylee G
Date: 04/28/2025
1 starKaylee G
Date: 04/28/2025
******** company to work with. The accuse you of not paying your bills and treat you as if you are in collections with them. Have ti call in multiple times to even make a payment. They require you to give out your social security number to a live representative which puts one at risk for identity theft. Can't wait to sell my home I love just to not have to deal with them any longer.Newrez LLC
Date: 05/02/2025
******* thank you for bringing your experience to our attention. We understand your frustration and want to help. To best assist you, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************.Review fromJohn A
Date: 04/25/2025
5 starsJohn A
Date: 04/25/2025
******* from NewRez shell point was amazing today he gave some great advice and was very helpful and friendly thank you *******Newrez LLC
Date: 05/02/2025
Thank you so much for the positive review and feedback, ****! We are so happy that our team was able to serve you.
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