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 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.Review fromRon T
Date: 03/28/2025
1 starRon T
Date: 03/28/2025
This agency is absolutely HORRIBLE! They stole $1,300 out of my account by withdrawing my mortgage twice. Its been 28 days and I still havent received my refund. My account is in the negative and despite multiple calls to try and get it resolved, all they do is take my complaint down and do absolutely nothing putting about it. It should never take a month to refund money due to a glitch in their system! I am beyond upset.Also, good luck trying to get by-monthly payment setup. It took 5 months for them to finally get it right. I wish they would have NEVER taken over my loan. These people are totally incompetent and should be sued.Newrez LLC
Date: 04/02/2025
***, 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 fromAMBER B
Date: 03/27/2025
1 starAMBER B
Date: 03/27/2025
This is the worst mortgage company ever. I never seen a company where everyone is on a different planet and no one is in sync, every time I called their customer service **** tell you something different for the same issue which is not good. This company has caused me so much stress why did my previous company sell my mortgage to these people, I am beyond frustrated with them. Please stay away from them, I am trying my best to get with another company.Newrez LLC
Date: 04/02/2025
We are disappointed 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 fromSue I.
Date: 03/27/2025
1 starSue I.
Date: 03/27/2025
********************** ever. We purchased a new home with the minimum down with the intention to recast once we sold our old home. Mailed a check for $100,000 in January and they held the cashiers check for 21 days before posting. It has been another 60 days and they still have not recasted our loan. We are still being charged the ***. Every time we call in we get a different person and they just tell us everything should be processing call back in a few days. Call again and get the same story. Ive asked to speak to a supervisor and they never put me through to a supervisor. Youd probably be better getting a mortgage from a ***** than them!Newrez LLC
Date: 04/02/2025
*****, we regret to hear about the delay in recasting your loan. Our team is actively working to resolve your issue. 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 bringing this to our attention.Review fromPaula O
Date: 03/26/2025
1 starNewrez won't let you talk to anyone about a home they are trying to auction as it is in foreclosure. Currently the owner has not been there for 2 years, squatters have moved in, who the police have identified as drug dealers. I can keep calling the police, but there is trash in the front yard piling up, blowing into yard, numerous cars with expired tags, RV's using the electric to charge up, the back yard is full with trash, they broke the garage door and have trash holding it up, busted the fence. I can go on and on. Right now house it going thru auction for 5th time. They will never sell with it looking like it is. Biggest problem, I want to sell my home, and can't because of what is right next door.Review fromMelba M
Date: 03/26/2025
1 starMelba M
Date: 03/26/2025
Terrible servicer. Failed to pay town taxes for 3 months. Was hit penalties and interest. Money was sitting In escrow for months. Finally when they did send through the checks to the town they sent the wrong checks. They swapped our checks with a different borrowers name and town. Sorry for the guy who also didn't receive the right checks. **************** is extremely rude and incompetent. **************** misinformed and gave false information everytime we called. You should train your employees to ask a supervisor or upper management questions when they are unsure instead of lying or making s*** up.Asked for a supervisor and was rudely spoken to by customer service gave me an attitude and refused to give me a supervisor and continued to state "what information could you possibly get from a supervisor that I haven't told you already. " lol obviously you don't know how to do your job ******** because you were wrong. I had the Tax collect of my town call them and send photo proof that this ridiculous f****** company sent someone's else tax checks with our bill.Newrez LLC
Date: 04/01/2025
*****, we understand your frustration and regret to hear about your experience. We'd like to address your concerns directly, so we encourage you to contact a customer service representative using the live chat on our online portal at ****************************** or by calling ************. Thank you for bringing this to our attention.Review fromBrian C
Date: 03/25/2025
1 starBrian C
Date: 03/25/2025
Hands down the worst loan company *** ever dealt with. I overpay my mortgage monthly and the dont apply the extra money to my principal. They put it in an unapplied account then try to charge late fees and tell me my payment is short. Every month I have to call to find out I have a credit that needs to be applied to my loan. They blame the system for this issues but wont fix anything. What they are doing to people has to be criminal.Newrez LLC
Date: 04/02/2025
*****, we understand your frustration and we're committed to improving your experience. We encourage you to reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. They can provide further assistance with your concerns. Thank you for your feedback.Review fromDebra K
Date: 03/24/2025
1 starDebra K
Date: 03/24/2025
Absolutely terrible! They increase my monthly payment by $85 and every time I call they give me the runaround and do not give me any reason as to why my payment is increased. I'm getting a new property and I'm telling my lender absolutely not this company! They are robbers.Newrez LLC
Date: 04/01/2025
Debra, we understand your frustration and we're committed to improving your experience. We'd like to look into this matter further. Please contact a customer service representative by using the live chat on your online portal at www.newrez.com or by calling ************. Thank you for your feedback.Review fromVictor V.
Date: 03/24/2025
1 starVictor V.
Date: 03/24/2025
Beware.....do NOT use this mortgage company. Their customer service is a joke, not properly trained, and will just give you the run-around. My issue stemmed from a changing escrow amount, which I was not aware of. My mortgage is automatically deducted from my bank account and is a set amount. If the escrow changes and your payment is under by $1, they will code your payment as a "Unapplied Payment" and not a "Regular Payment". How that's harmful is that they can now charge you $195 late charge because you didn't make the monthly "payment"
What a joke.....they charged me 6 months of Late Charges because of this oversight. Everything I do is electronic, no messages saying the account is being charged, just an obscure message about escrow....which is rolled into the payment so I was unaware. Now they are unwilling to credit the late charges....seems like a BS move from a "reputable" mortgage company.
AVOIDNewrez LLC
Date: 04/02/2025
******, we appreciate your feedback and understand your concerns. We're actively working to resolve your issue. If you have any questions in the meantime, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. Thank you.Review fromKathy A
Date: 03/23/2025
1 starKathy A
Date: 03/23/2025
The ********************* has been a nightmare. My home flooded during Hurricane ******. I finally got the insurance check and by 27 Feb 2025 it was in their system. I made several calls asking for the status of the first dispersement ($40k) so after 5 mths I could get the contractor started on ***airs. While I waited for the insurance check I contacted NewRez for guidance to ensure I had provided all the required documents. I received multiple letters about missing documents but when I called I was told they had everything needed. One of the later calls I was told I in fact needed to upload documents. While on the phone, I looked up the link and said I see the document uploaded. The *** said she couldnt see it. I told her I was looking at it! She had me email it directly to her and she uploaded the same doc I had previously uploaded. The next to last time I called I expressed my complete frustration with not getting the first dispersement so I could finally get the contractors started on the ***air. The *** assured me the check was in process and that due to my prolonged delay, the check would be overnighted to me. Called today and was told the check was in the mail and should arrive in 8-10 days. SERIOUSLY!!! That *** went back and reviewed the previous call and apologized that it was not overnighted as promised. It will take NewRez a month (or more) to send me MY money. I pay the mortgage on time, every time, as well as my home and flood insurance. This company is a disaster. Once interest rates drop Im refinancing with New Day USA. I had them before and should have stuck with them.I cant wait to see how long its going to take to get the 2nd and then final dispersement.Newrez LLC
Date: 03/31/2025
*****, we understand your frustration and we're committed to improving your experience. Please reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. We value your business and want to ensure your concerns are addressed promptly. Thank you.
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