Newrez Reviews

The worst worst worst company. If I could give 0 stars, I would. First there is not a way to direct contact anyone at the company. There is information to get into touch with anyone. You have to stay on customer service line for hours and the people do not speak fluent English at all. The website does not work well. Constantly breaks and then you are responsible for late fees when they cannot make a functioning website in 2026. They missed my parcel ID and I had to pay out of pocket for my property taxes and had a lien placed on my property because they were paying the WRONG ONE. If I hadn't stayed on them and calling and calling they would not admit their mistake. Worst mortgage company ever. Staffed by outsourced staff that don't know basic words in English. I hope they go out of business and the CEO is personally held accountable for how bad their customer service and professionalism is.

The Newrez or the Shellpoint Mortgage Servicing company, I am wondering if they are a real mortgage company or if they do not know what they are doing or if they are using this practice to take people money. Since September 2024, I have been fighting with them to bring my mortgage current since they said I am one month behind. They sent my name on collection. I had to contact all the credit bureau myself and send them proof of payment that I am not behind on my payments. All three-credit bureau removed my name from collection. It has been more than a year. They are still saying that I am behind, but they cannot send me in collection. “Ridiculous.”

Horrible company. Kept changing the prices to close on the refinance. Nothing about this process was smooth or enjoyable. They tell you one thing and then change the prices all while giving a high interest rate. They had me pay off certain things to get the loan and appraisal, approved the loan and then asked for another close to 10k on the closing. At first to close they wanted nothing, then it went to 10k, then it went to 20k. They told me that my appraisal came back 10k short on a 1.5-million-dollar home. If you ask around, I can bet that you won't ever hear of an appraisal coming back 10k short on a 1.5-million-dollar home. Do not use this company. They have multiple locations and if you look at the reviews they are mostly recent and bad.

I called to ask a question and received incorrect information or incomplete details. They removed our escrow account without reason. When we contacted them, they informed us we needed to resubmit all the paperwork to have it reinstated. We did that, and then they claimed it was never received, even though we sent it electronically and through mail. Poor customer service!

I came to echo the exact same sentiments as all of these other reviews. Newrez has, by far, the WORST customer service of ANY business I have ever dealt with. I have been trying for ALMOST A YEAR to close my escrow account since I would rather make my tax and insurance payments myself instead of Newrez hanging on to my money. After being told that we could not close our escrow account due to our loan to value ratio not meeting the 80% requirement, I requested documentation of where that is written into our loan type requirements that an escrow account is required if LTV is below 80%. Months of round and round, submit request on portal, do not submit on portal, you must email, you must submit a letter with hand-written signatures, to get this: YOU MUST HAND WRITE A LETTER, and then YOU NEED TO BE MORE DIRECT IN YOUR LETTER.

LAWSUIT waiting to happen. I am not a customer, but here is what Newrez has done. Newrez filed their customer's mortgage with the county onto my property. My mortgage company (Rocket) already provided me and my roofing contractor a pre-approval. Roof tiles have been stripped off the roof. Rocket emailed back that the approval is on HOLD till this is resolved. My roofer pulled off the job, and I now have an unprotected roof.

I recently sold my home that had a loan through Newrez. Closed the loan on May 23, 2025. Still, as of August 12, 2025 no refund of my escrow account. Called them 3 times. 2 times was told they mailed it to the wrong address. Now supposedly they are going to direct deposit it. That was what I was told on August 1. Why won't they give me MY money back? It's going on 3 months now!

I'd leave negative stars if I could. My sister recently had her loan transferred to this fly-by-night, incompetent wanna-be lender. Their website won't allow a payment to be made, their "contact me" message says that it will take them 30 days to respond, and the phone number on their website also does not work. I googled "Newrez how to talk to a real person" to get a number, so we called them on that number which is where the chick who answered told us no less than 3 times that they were a collection agency and anything we say will be used to collect a debt.

As a disabled veteran, this company has done nothing but act in contempt toward me. They answer the phone with a script saying "thank you for your sacrifice to our country" then proceed to spite me and ignore my requests. They purchased our loan from Armed Forces Bank then 'accidentally' restructured it adding in property taxes when I am exempt. They will not let me delete/opt-out of escrow and their system won't let them fix the problem' for several months - causing a significant financial hardship. My mortgage is going up $800, per month, for taxes that will not be owed. All they had to say was 'sorry for the inconvenience'. I have submitted a complaint for discrimination against them.

I have been unable to log into my portal 9/10 times since my mortgage was sold to Newrez. If you call, any number you select to talk to a representative just loops you back to the main menu so you never get to actually speak with anyone. The Chat feature from their website was less than helpful. I needed my 1098 or year-end statement. They said they would email it to me but did not. I told them I could not log into the portal and needed to be able to and they indicated something must be wrong and left the chat. Here I am unable to see or access anything to do with my mortgage and no person to assist.

HORRIBLE COMPANY, NO CUSTOMER SERVICE. NewRez has increased my fixed rt mortgage $2000/MONTH because they did not escrow enough for my property taxes. Took them 3 YEARS to figure that out. I asked 3 yrs ago to pay MY property taxes & was denied. Now I am paying for THEIR SCREW UP!!!! Have made 2 calls to again request paying my own property taxes with NO ANSWER!! DO NOT USE NEWREZ >>> HORRID!!!

My loan was transferred to NewRez two years ago and their customer service is absolutely terrible! My first experience calling customer service was about my account number not registering with my bank to use my online checking to pay the bill. They had absolutely no answer for me and just told me that I couldn't do it and had to make the payment from their website.

Been having a pretty terrible experience with them. They are saying I have to have a 75% LTV (Loan to Value) to have my PMI removed, however I always knew it to be 80%. They are telling me I'm incorrect and it's 75%, but they continue to bumble the sending of my paperwork stating their number. They've sent me the wrong documents, they've put them behind a firewall I can't get to with the email they told me to log in with, and they've even at times just forgotten to send anything. Be very wary of this lender. I'm not sure if what they are doing is predatory lending or not, but it's REALLY annoying.... and so every month I keep having to pay PMI while we dance over the phone ever few days.

Unfortunately, my mortgage was transferred to NewRez, and my experience since then has been extremely disappointing. While I understand that occasional mistakes can happen, the issues with this company have been ongoing. From double mortgage payments being processed, to a refund check being mailed to the wrong address, it’s been a constant source of frustration.

I have yet to have a satisfactory interaction with them. Most recent issue is in March I changed my homeowners insurance provider for better coverage at a lower rate. I contacted Newrez to let them know as I did not want them to make a payment to my old insurance company and per the correspondence from Newrez, they make payments 3-5 weeks before the due date. On 1 of my many calls an agent gave me an email address to send my new proof of insurance letter to. It was a website NOT an email address. When I pointed this out she argued with me stating "this is the email address they gave me" I had to explain that if it ends in .com it's a website NOT an email address. As of today my insurance company has yet to receive payment and it's 6 days overdue. Horrible service!! I make my payments on time. Why can't they?

Got a mortgage for a property in AZ through Zillow before selling our home in PA. Paid off the mortgage on 6/18/24 but PHH (servicer for Zillow) said the loan was transferred to Newrez even though it was not to be transferred until 7/1/24. NewRez stated the loan was not paid until July so took the rest of our overpayment and escrow even though we submitted the appropriate payoff and escrow information to them.

Really awful servicer to deal with on every level. I have constant hassle with them switching from one carrier to another and have not been able to straighten out what they are doing for months. Can't log onto my account half the time, the other half you can’t call them either. I am going to make my second complaint the banking regulators tomorrow.

Loan was moved to this company. Tried to pull equity to do a kitchen upgrade..excellent credit, $8,000 total in credit card debt, 2 cards. Bought home in 2009 never late. They told me I owed too much on MANY cards. Nope. Asked me why I had many credit inquiries. I wouldn't know because those came from companies trying to OFFER me credit. Last September I did a homestead tax exemption and sent them the documentation. We are going into March and the payment hasn't been adjusted. I've called them 3 times and they are always "working on it". I'm paying $400 to $500 more than I should be! Very disappointed and unnerved seeing so many 1 star reviews on different sites.

I didn’t “choose” NewRez, my original loan was with USAA, passed off after a few years to PHH, then to New Rez. My credit is excellent, btw. A few years ago I wanted to refi/consolidate other debt to get a lower rate and pay everything off sooner. They dragged the process out with ridiculous requirements that they later admitted they had stupidly locked themselves into, so I just quit. I have now paid off the mortgage, and 6 weeks later, waiting for my excess escrow payback, which btw, is excessive. If this is the way everyone is treated, they are making a lot of interest on money that isn’t theirs. Customer service is seemingly present, but it’s just an illusion. I routinely get letters weeks after I send an inquiry, long after I’ve given up or found my answer another way.

Newrez bought my mortgage from previous lender. No problem. Easy to set up automatic payments. Paid them for years on time no issue. When I wanted to explore what it would entail to recast my loan I found it virtually impossible to get information/support. No way to write in about the issue, live chat with AI didn't work, and virtually impossible to get someone on the phone. I had to lie about why I was calling to get some support. They are a DEBT COLLECTION agency - And that is their focus. In a world with decreasing customer support, and it being super rare to get a real person on the line to help. Newrez stood out as an ALL TIME LOW experience.

WORST MORTGAGE COMPANY EVER. STAY AWAY AT ALL COSTS. YOU'VE BEEN WARNED. You all are practicing deceptive practices. You are unreasonable, unprofessional, you DO NOT service your VA customers as you should be doing. You are committing fraud. You are extremely incompetent. Absolutely horrible.... I will go out of my way to spread this far and wide just how horrible this company is and everyone should stay the hell away from it at all costs. I absolutely LOATHE your company...

If at all possible, please avoid doing business with NewRez. Their customer service is the worst I have ever encountered. Many of the agents seem incompetent while trying to answer basic questions. I have been calling them for 6 months regarding a lender placed insurance that should have never been added to our account. They increased our mortgage payment by 300 dollars and although they found their mistake 3 months later, they still want us to pay for the months they added it.

While my account has been & is current, it is an ongoing challenge when dealing with PHH/Ocwen/NewRez/MQ. Pick a name, they seem to change consistently, but it's the same crappy ALL offshore support. Agents read a script, not fully engaged to answer questions outside of script and sadly most give inaccurate answers, or worse lie. Agents will not give full names, some won't share ID, location and will hangup randomly. Getting accurate answers and real support will require multiple calls over many many hours.

I inherited my mother's house in February of 2023. I lost my job in December of 2023 when the loan was sold to NewRez. I immediately asked them for a deferral payment. In April they filed foreclosure. Then decided to have me apply for deferral. Here we are in November, they have set a sale date and said they never received my paperwork.... LIES! I have emails to prove documents were sent. They are shady. I filed a complaint with Consumer Financial Bureau who is investigating. In the meantime, I have other help in the works. I do not want to deal with them. They are crooks!

Since my loan management was sold to Newrez it has been nothing but a nightmare. I have an adjustable HELOC that should fluctuate as interest rates go up and go down. All it’s done is gone up and never readjusted to the lowered interest over the last several months. I continue to pay a high rate and nobody will contact me, tell me what’s going on. It’s been a month since my first inquiry after several calls into customer service. I’ve requested call backs several times from someone in authority with no help…. Would someone from Newrex contact me?? Also they owe me money for the overpayments last few months as rates have steadily gone down…

I have purchased several houses through the years and have excellent credit. When I went to close with NewRez, they had incorrect information I had pointed out prior to the signing. They hire a local "person" that does the closing and they cannot correct anything. This stalled my closing. I have been with them for several years and when I need to contact them it is impossible. There are many choices - DO NOT use NewRez and/or Loan Care. They are one in the same. AWFUL!

Avoid NewRez / Shellpoint if at all possible. They purchased my condo mortgage and after a couple of years with no apparent problems, sent me letters saying they needed insurance information or would purchase a ‘hazard’ policy on my behalf. I sent in the required documentation, which they should have already had from the insurance companies (Homeowner policy plus HOA). Long story short, they ignored my policies, bought insurance, opened an escrow account, won’t properly apply my payments, and are threatening foreclosure. This was happening for close to 3 months before I even knew about it because of how slow they were to communicate.

Back on January 21st of 2024, I called Newrez mortgage company to inform them that on Feb 16th 2024 our homeowners insurance would be changing to a different company. I told them not to pay the current company and emailed them the bill from the new company. They said they would put a note in the file and would only pay the company I directed them to. Feb 8th 2024 I got an email from newrez telling me they had paid the company I had instructed them not to, of course this email was an automatic email sent after business hours, so I could not call them that day. Feb 9th 2024 I called them to find out why they had the wrong company, how they were going to get that money back, and when they would pay the correct company.

I began a refi with NewRez/PHH, my current mortgage company. After 4 long months, cost of appraisal - $600., repair to house trim- $1200; extension to hot water tank - $300; paid additional bills to prove they were up to date - $600.00 we finally satisfied the appraisal demands with underwriter. (never heard to this) but ok onward. We are now with paperwork and income verification which was a lot of repeated proof after 1 month. 3 months of bank statements, tax forms, check stubs, retirement award letters and more tax forms. They come back and say show us proof that you paid your last bill even though they could see it on the bank statements. This went on for another month. Our credit score is at a 670, but because it is low we need more proof. What? Why? How? Ok we continue to provide proof and get the news that government loans are strict and will not approve with 1 late in 12 months.

As you can see by the vast majority of reviews, this is an extremely horrible company. If you can refinance with another company, it will definitely be worth it. The CSR's at this company are complete idiots and do not care one bit about customer service, as do their "supervisors". They say the lines are recorded, but by the way they all talk to customers, I would say that is an outright lie.