I had a Terrible experience with the mortgage servicing company that handed over by DR Horton home loan an year ago. My loan was initially moved to Shellpoint Mortgage and later renamed to Newrez. When I sold my house in first week of Mar 2026, they provided a payoff statement with a final amount due. That payoff statement did NOT include the prorated property taxes that were due in next 2 months (Apr 30th). I clearly informed them during closing that I had already included the prorated taxes amount to the buyer in closing statement, yet after receiving the payoff amount they still paid those taxes themselves and then turned around and charged me an additional $1,500+ other than the taxes they paid without providing any proper breakdown or explanation.

NEWREZ is the servicer to my mortgage. Hence, I needed a partial release of my stock certificates from them since I wanted to sell one of my parking spaces (not the co-op unit itself). The buyer and I signed a purchase contract in November of 2024, and I have been trying to obtain said stock certificate for the sale since then. All I get from NEWREZ are vague letters stating they are working on it (and these occurred only after I wrote to the Dept of Finance). No date or time frame has ever been given to me by NEWREZ or given to the to my attorney (not that she ever returns my correspondence so I am assuming she is no longer acting on my behalf). For all I know, the buyer is no longer interested, and it is all for naught at this point anyway. Thanks for nothing, NEWREZ!

This is the most unorganized mortgage company. I bought my house in October and Mortgage America sold my mortgage to Newrez the day I made settlement. They proceeded to pay a homeowners policy for the previous owners out of my escrow account. I reviewed by escrow account on line and saw that they paid them and that was not my homeowners company. I have been calling them since April 21st and each and every person I have talked to has said that they will escalate the payment being returned to my escrow account. You can never talk to the person who you talked to the last time. I can't wait until I have enough equity in my house to refinance to a different mortgage company. I have spoke to 5 people and each person says they are looking into it and will call me back but they do not.

Worst experience ever. Bought my house in the '90's. Never missed a payment. It's been a mess. The amount still owed is more than what I paid in when I signed up. And if anyone thinks chat can help, no... it's scribed answers that don't answer the question. Owe more now than when I bought as a widow. Oregon needs a lawsuit like Washington. Not going to wait, hiring an attorney to do forensics on my payments. Since I have ALL documents from day one, so they better be able to answer the questions that will be asked.

Newrez is horrible. Beware. My husband was very sick with brain cancer. I was unable to work while taking care of him and our children. He passed away from the cancer after a hard fight. I called Newrez and told them I needed a hardship assistance or payment deferral for a few months while I caught up after returning to work. I have tons of medical bills and I am trying to deal with the grief of myself and my kids. Newrez told me that I didn't qualify for any assistance because I was in a hardship situation but that I could ask for assistance after my hardship was resolved. This makes zero sense. If it's resolved, I would not need the help. They were not compassionate, said nothing about sorry for your loss or anything. Just denied and you will get a letter in the mail. After 20 years of making the payments and being denied the one time I need assistance is horrible.

Do not use this company for your HELOC loan! You will regret it. We took out a loan and at first everything was fine. It remained fine until we needed to close the loan. That is when the nightmare began. Each time I call I am routed to a different person. That person gave me different information each time. They would tell me that they had resolved the issue and I would receive the closure letter. But then no letter and the account was again not closed. I have been calling for over a month. Same run around every time. They won't give you their number so you can call them back. So you have to call the 1-800 number to again be routed to someone else and start the conversation all over again. It took over a month of phone calls, and hours on the phone to close the loan. I'm still waiting on my closure letter. We are refinancing and have been unable to close the loan because of this!

The worst mortgage and escrow company. Website does not work properly. They charge without authorization. Hard to reach managers. I will refinance and get a better company. Stay away from Newrez!! I do not want generic response to my review. If you really care, you call and solve all of my issues!!!

BEWARE! Do yourself a favor and avoid loan origination and loan servicing with Newrez LLC. Customer service is non-existent. NewRez appears to actively search for ways to frustrate customers and maximize irritation as sport. The Newrez business model is toxic, serious errors abound and the associates lack skill, knowledge, and ability to assist customers in any meaningful way.

My loan was originally through Caliber Home Loans and they were acquired by Newrez around 2021. Since then, I have not had a single good thing to say about my experience with them. The website is constantly breaking, and I have almost missed payments due to the inability to log in and load pages. There was a mysterious $60 penalty fee on my statements with no explanation as to what it was for, and to make things worse, no way for me to pay it. I could make additional escrow or principal payments but could not pay this mystery charge and so it stayed on all my statements until we sold our house.

There's no way to communicate with them. Their website fails at times, especially around communicating with them. They only give you certain things to contact them about on the webpage and you can't really attach anything. They almost never get back to you. Phone system sends you down multiple dead ends. You are lucky if you can talk to someone in after one or more calls. Figure a lot of time to get anything done. Stay away from them if at all possible.