Customer ReviewsforNewrez LLC

I had to sign over my insurance claim monies to Newrez and I understand why. They have my insurance proceeds of more than $1000.00 for more than 1 year. They will not apply it to my principal or my escrow yet they continue to hold on to it over a year and not pay me interest or release it to me or back to the insurance company. I have called multiple times and get a different story each time. Home buyers beware

*****, 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 ************.

We have to call newrez monthly with all of our confirmation numbers to prove to them over and over again that we are not behind and every month we have to call again. They cause us constant stress. I have nothing good to say about this company. I would refinance my house tomorrow if I could ensure that they never managed my mortgage ever again.

*******, thank you for bringing this to our attention. We understand your frustration. 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 ************.

Completely dishonest company. No customer service - been taking double mortgage payments for 3 months and you cant get anyone on the phone, ever. There is no way to fix any problems with this company.

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 ************.

On October 4th, I made a large payment with the goal of reducing my loan to value ratio to below 78%, so that we could remove PMI and reforecast our mortgage, reducing our monthly mortgage payments. I was told that I would hear back in about a month.On November 6th, I had heard nothing. So I called in again. They said that the *** removal request had been approved, but would take another month before the mortgage payment would be adjusted. The request for the reforecast was inexplicably showing as canceled. So they said they would submit a new request for me, and that it would be another month before I would hear the results. When I pressed them as to why it had been canceled, they couldnt provide an answer. So I asked them to follow up with me regarding documentation as to why that was canceled, and if it was an error on their part, that they would make that right.Its been two more weeks, and I still have heard nothing related to the documentation of my first request being canceled, nor to the status of the second attempt at requesting a ************* this point, 6 weeks after making a significant payment, I would expect that my mortgage payments should have been significantly reduced, or at least that I would have some sense of it being reduced in the near future. Instead I remain left in the dark and feel completely taken advantage of by a large bank with no personal representative for me to reach out to. It feels as though they are employing lengthy administrative processes and clerical errors to intentionally slow down any impact to my mortgage that benefits me and hurts them.I didnt choose Newrez - my initial lender sold my mortgage to them, and I had no say. But if you have any choice to not work with Newrez, please choose any other lender, especially a local lender if possible.

******, thank you for bringing this to our attention. We understand your frustration. Our team is actively working to resolve your issue. If you have further questions, you can reach out to a customer service representative through the chat on your online portal or by calling ************.

I made a mortgage payment on 10/12/24, payment cleared bank on 10/15/24, to this date payment has not been applied by Newrez. Weve called them 15+ times, sent in bank statement, proof of payment from bank, and received an email confirmation of payment from Newrez. We were denied requests to escalate matter and speak with a supervisor for first couple weeks. Was put on phone with male named Elduardo claiming to be a supervisor, said he would look into it and respond directly to me, never heard from him again, called back asked for Elduardo and was told he is just another customer service **** not a supervisor, and they arent allowed to transfer calls amongst each other. Later spoke with two supervisors ***** and *****, both said theyd respond directly once looking into matter, neither of them, or anyone else from Newrez, has ever returned a call to us. We called and asked for ***** by name and phone extension she provided us, but was told shes in a meeting or not available, same response when weve asked for ***** by name. Were trying to make Novembers payment, but cannot because October hasnt been applied. Im at a lost for words have never experienced anything like this in 50+ years of living. The money left my account for payment to Newrez and we have nothing in return, no explanation as to what happened, no return calls regarding status, no indication that anyone gives a care or wants to get to bottom of it. I want to pay ****** now showing as due, so we dont run into further issues, but my husband wants ***** credit from October payment showing before paying anything else. I understand his point, but how can this occur when weve had no follow up communication in thirty days about why our last payment hasnt been credited.

*******, 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 ************.

If I could give 0 stars I would. Im at the point where I believe its fraudulent activity going on at newrez they lie too often I get nothing resolved they seem to have no chain of command the escrow department productivity is poor they say they need 30 days and we are currently on day ************************************************************************* provide any assistance

*******, 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 ************.

If there was a option for 0 stars then that is what I would give Newrez. I am so upset that my loan was sold to them. I am going to pray hard that they sell my loan to someone else because they are terrible. I called in to ask for assistance due to financial hardship and was told I need to let my loan default. I was then told that even once my loan goes delinquent, they can not guarantee that there will be any options for assistance. So, they basically want you to ruin your credit and probably are using this as a setup to foreclose on people's homes. The representative had no solutions when I explained all of this to her. I am just trying to get some temporary relief. My mortgage is over payment including what I have to escrow is over $3500 each month. They don't even offer any options for temporary assistance. This company is the WORSE!!! And...please Newrez do not come on here responded with that generic response like you guys are working to resolve anyone's issues, because you are not. This company needs to be forced out of business or they need to adjust their policies. This current economy is terrible and a lot of families are struggling. WE NEED HELP!

******, thank you for bringing this to our attention. We understand your frustration. Our team is actively working to resolve your issue. If you have further questions, you can reach out to a customer service representative through the chat on your online portal or by calling ************.

There is nothing good about this company!! Sent my homeowners policy in July, it is now November and they keep charging me for insurance and taking my money when I have homeowners insurance. The WORST customer service! I had to push 1 star for me to leave a review, they dont even deserve it!

Thank you for bringing this to our attention. We understand your frustration. Our team is actively working to resolve your issue. If you have further questions, you can reach out to a customer service representative through the chat on your online portal or by calling ************.