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 858 Customer Reviews
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Review fromVladislav B
Date: 04/07/2025
1 starVladislav B
Date: 04/07/2025
They attempted to commit escrow fraud by doing a predictive escrow analysis after I submitted for an actual analysis based on the actual premiums which I submitted. They then proceeded to take 2 months to complete it and then told me I need to pay a shortage to get my new analysis done. Given I requested the correct analysis first and they didnt do their job. ***** this company at all costs. Nothing but a bunch of idiots and crooks
Newrez LLC
Date: 04/08/2025
*********, we're truly disheartened to read about your experience. We value your feedback and would like to address your concerns. Please reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. Thank you for your patience while we work to resolve your issue.Review fromTori E
Date: 04/05/2025
1 starTori E
Date: 04/05/2025
My original mortgage was sold to Newrez. When I called them, their message said they were a "Debt Collector," which immediately caught my attention. Never in my experience have I had a bank or financial institution call themselves a "Debt Collector." When I questioned this, I was told " I already told you in full disclosure that we are a debt collector." Rude, and obnoxious. Secondly, the hours of availability are not adequate. Most institutions have longer hours. Thirdly, of the two times that I have spoken to a live person, both people were aggressive, and condescending. Additionally, their website was subpar. If it did not cost more money, I would want to go to another mortgage lender; just because of how rude and incompetent this company appears to be. My initial inquiry was because Experian said that a New Trade was pulled on my account, and all I was attempting to do, was to legitimize this just in case someone was stealing my identity, but instead, I was blindsided by this company. Please teach your employees to me more courteous with its client. I was never rude, never raised my voice, or belittled the employee. So if was not deserved. On a positive note, the person did answer my questions, albeit rudely. But overall, I was so taken aback by this 2nd negative experience, I thought it should be brought into the open.Newrez LLC
Date: 04/09/2025
****, thank you for bringing this to our attention. We regret to hear about your experience with our team. We will use this feedback to improve. If you have further questions, you may reach out to a customer service representative through the chat on your online portal or by calling ************.Review fromMichelle A
Date: 04/04/2025
1 starMichelle A
Date: 04/04/2025
My loan was originally with ********* then it went to Mr. ******* now it is with Newrez. I have had the loan since 2015, almost 10 years. My monthly loan payment was $866.03. It was on automatic payment. Always on time. Have never been late. This February, Newrez, without my consent, tried to automatically deduct $8,000 from my account. They needed insurance information for the property and when I did not respond to them, eventhough my loan payments have been on time for almost TEN YEARS, they added charges to my account. I provided them with the insurance information. They now want to charge me late fees. I have spoken to customer service multiple times and my account is still outstanding. They also will not allow me to pay online. The minimum payment online requires me to pay these additional fees that they have added, so I have been calling to make payments manually. I am told by the customer service *** when I made my usual monthly payment of ($866.03) over the phone that my balance is technically still outstanding and my payment will be considered late because I am not paying the entire amount that they are requesting. It's like 2008 all over again. If I don't pay the extra fees, then technically my account will go into default? Shady practices by financial institutions trying to take advantage of borrowers.Newrez LLC
Date: 04/09/2025
Thank you for bringing this to our attention, ********. We understand your concerns, and our team is actively working to resolve the issue. If you have any further questions, feel free to contact a customer service representative via the chat on your online portal or by calling ************.Michelle A
Date: 04/12/2025
Hello - Today, 4/11/2025 at 4:32pm PT, I received an email that "As of today, we [Newrez] have no record of receiving your mortgage payment. Your account is now past due for two payments.? Newrez does not have a record of receiving my mortgage payment." That is interesting because I have receipts of making my usual monthly payment of $866.03 for the past two months. I have made them over the phone because it will not allow me to pay online without tacking on the "late" fees. I will not pay late fees when my MONTHLY payment has been on time for the past TEN YEARS on AUTOMATIC PAYMENT. The only reason I took it off automatic payment this year is because Newrez tried to automatically withdraw $8,000 from my account.Review fromCrystal P
Date: 04/03/2025
1 starCrystal P
Date: 04/03/2025
This is the WORST lender Ive ever had! I got stuck with them after applying for a loan with mortgage broker ***************. NewRezs customer service **** are rude and their mortgage consultants are dishonest, unethical and predatory. I thought I was talking to a loan consultant about possible refinancing rates when in actuality he was applying me for a loan without my knowledge. When I received the loan application paperwork and called them, he tried to gaslight me and his supervisor implied he thought I was lying. Im refinancing just to get away from this company. Steer clear!!! If I could leave zero stars I would.Newrez LLC
Date: 04/09/2025
*******, we're truly disheartened to hear about your experience. We strive to maintain a high standard of service. We take your feedback seriously and will use it to improve. If you have any other questions, 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.Review fromKarl P
Date: 04/03/2025
1 starKarl P
Date: 04/03/2025
Newrez practices discriminatory lending.I left a job due to health issues and had to change professions (I'm a retired and disabled veteran). To bridge the gap in my income, I have resorted to rideshare driving while I prepare myself to be a full-time student which the VA is paying me to do; I just haven't started drawing the income yet. Mind you, I have been employed continuously since 1997. I was told that my ride share income could not be counted because I had not yet established two years worth of tax returns doing that as a job. I asked how that was even a reasonable expectation given the change in jobs, the loan officer just really didn't care and told me that there was nothing he was going to do and that nobody would help ****** going through a divorce and needed a home equity loan to settle the divorce. The home equity loan would actually lower my total monthly bill load. Newrez is discriminating against me due to the fact that I had to change careers. It is unfair to the customer to have qualification criteria that they cannot hope to even meet for the next 24 months at a minimum. My income doing rideshare driving is just as valid as any other income. The fact that they are using it as a reason to not qualify me for this loan is pure discrimination based on the type of income I receive; if it wasn't discrimination, it wouldn't be excluded. I urge Newrez to be more fair with its lending practices.Newrez LLC
Date: 04/09/2025
****, thank you for bringing this to our attention. We regret to hear about your experience with our team. We understand your concerns, and our team is actively working to resolve the issue. If you have any further questions, feel free to contact a customer service representative via the chat on your online portal or by calling ************.Review fromJay M
Date: 04/01/2025
1 starJay M
Date: 04/01/2025
This is the worst companies have ever worked with in our lives. We were severely impacted by the hurricane and they offered little to no assistance and also gave us an attitude when we asked for it.We then tried to pay down our mortgage to lower our payment and they have made it nearly impossible to do so. Its been unbelievably difficult to work with them.We NEVER chose this company to begin with. Our loan was sold to them. WE WOULD NEVER RECOMMEND THEM TO ANYONE.This is predatory in every sense of the word. Its terrible we live in a country that this is okay.Newrez you should be ashamed of yourselves for this.Newrez LLC
Date: 04/09/2025
***, 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 fromadam G
Date: 04/01/2025
1 staradam G
Date: 04/01/2025
Company has made an error of adding a loan to my personal credit even though it's a business loan has cost me the purchase of my new home and they're impossible to contact the loan servicer hide behind an email that they never respond to and even the customer service reps can't help.Newrez LLC
Date: 04/09/2025
****, thank you for bringing this to our attention. 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 ************.adam G
Date: 04/11/2025
I have done that close to 50 times with no results or even a response. This problem has been going on for over ******************************************************************************************************************************** **.Review fromElizabeth H
Date: 04/01/2025
1 starElizabeth H
Date: 04/01/2025
I am giving 0 stars if it will let me! I did not choose this mortgage company, of course my mortgage was sold to them. Ive been trying for 4 months now to get a home equity loan to combine some debt and take care of some medical expenses but just keep getting the runaround. I already paid for an appraisal based on numbers provided by the second ********** Ive had (had to get a new one when the first one stood me up for multiple appts then just stopped responding altogether) and once that was received and was higher than what he said we needed for the loan to work as discussed, they are now saying the appraisal wasnt high enough! Robbery! I wish I could switch loan servicers now! Ive been trying for two weeks to speak to someone about their mistake and what we can do that doesnt involve me spending more money or a higher interest rate but its not going well. No one returns calls or calls when they say they will.Newrez LLC
Date: 04/09/2025
*********, we understand your frustration and appreciate your feedback. We're actively working to resolve this issue for you. 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.Review fromMarla P
Date: 04/01/2025
1 starMarla P
Date: 04/01/2025
Terrible company. We were hit with a tornado in October of 2024. The insurance check was made out to us and NewRez since they hold our mortgage. Because the damage was more than $40k NewRez placed us in their monitored process which gives them the power to hold our insurance funds to make sure we actually complete the repairs. Despite their timeframe of 7-10 business days, it took 2 months for us to get our first draw so we could even start the repairs. That was due to a "glitch" in their system. I have come out of pocket $29k already just to get the repairs done on the house. Now, as of early March of 2025 we are at 98% completion of the repairs per their inspector and we are supposed to get the remaining insurance funds they have been holding (in an escrow account). This is supposed take take 8-10 business days. On the 11th day I find out that they need another document. This has happened twice despite calling everyday and being told everyday that they had everything they needed to disburse the funds. Every time they need another document it starts the clock over so now it is over 30 days since we were due our funds. You can't speak with your processor. They don't let you know what they need. Half the time you call you get someone in another country that simply reads a script. There is zero communication with the person processing your claim. It's awful. Our repairs would have been 100% complete and paid with our insurance funds instead of on my credit cards within 2-3 months but instead we are on our 5th month of this nightmare. As soon as rates drop we will be refinancing to get away from this company. Run away from NewRez - don't walk.
Newrez LLC
Date: 04/09/2025
*****, we understand your frustration and value your feedback. We will use it to make necessary improvements. While we are actively working to resolve your issue, we encourage you to reach out to a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. Thank you for your patience.Review fromAmanda G.
Date: 03/31/2025
1 starAmanda G.
Date: 03/31/2025
**************** is untrained. I called about an unclaimed property letter i received. I was told it was likely junk. It was not junk. A case number was opened for it. 5 business days later no response to my emails regarding the case number. When i called on the 5th business day i was asked why i am following up if its been a couple of days. First caller could not tell me what this unclaimed property was from. Found out on the second call it was from an escrow disbursement and i need verbal authorization from both borrowers to disburse funds. this was not mentioned on the first call at all, but my account and routing number were collected. Then im told i need to call back asap before the case is processed and the opt in for disbursement is not on file. I call back a couple hours later when both borrowers are available. Sat on hold for over and hour listening to the automated message saying agents are all busy. i finally hang up and call back only to receive the automated message that the office is closed. Staff needs to be trained to properly look up letters that have been sent out and all information needs to be provided up front.Newrez LLC
Date: 04/02/2025
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.Amanda G.
Date: 04/08/2025
5 phone calls later and now Im being told it can take up to 30 days to receive my funds. Continues to show how untrained your customer service employees are.
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