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Business Profile

Mortgage Banker

Newrez Mortgage LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********** INSURANCE Scammers I have submitted my condo master policy insurance 36 times in the past 2-3 months via the online platform ****************************************************************** ***************************************** with adding insurance. I have spoken to numerous staff that tell me they see the updates insurance docs but your lazy staff that is supposed to do their job, NEVER updates their *************** need to figure out why you have a bunch of lazy losers working there.I need an updated letter immediately informing me that you have received my updated condo docs and everything is updated and good.!!!

  • Initial Complaint

    Date:07/02/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ive attempted to contact New Rez over the phone numerous times. The wait time on the phone is never ending. Its almost impossible to speak with a knowledgeable customer service representative. New Rez has messed up my escrow account for 3 years! Ive had to personally pay my condo insurance out of my savings for fear of my insurance being cancelled.

  • Initial Complaint

    Date:05/01/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We tried to take equity from our rental properrt. We submitted all documents requested. We paid about $700.00 for property appraisal and other fees involved. We waited about a month to hear from them if we were aproved. They told us it was in under writing(2nd) waitibg on approval. We continued to contact the company for approval. After another 2 weeks the ******* said they sent us a letter turning us down. We never received that letter until 2 weeks after. We were very dis apported with tge un trues about their response. We were told that a manager will call/contact to resolve the issue. We never receive a call. The way this matter was handled, we are looking for all monies refunded.

  • Initial Complaint

    Date:05/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a complaint against new res ********************** I am on the phone with one of them now who's speaking to me and broken English I don't know if they're answering in the ** from home or if they're in ********. I am wanting a copy of my title from 2005 I have asked for it for over 30 days and I have not received it I want a copy of my title and my title insurance and I am getting the runaround.

  • Initial Complaint

    Date:04/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I finally settled with Figa for home repairs due to the destruction of Hurricane *** and the Mortgage company Newrez is holding my $ in an escrow account and making it extremely hard to get to do the repairs needed to my home. Extremely hard to work with them in getting the money I deserve after 2 1/2 years.

  • Initial Complaint

    Date:03/31/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Year 2025 but has also happened in subsequent years having trouble w mortgage services company Newrez. They constantly keep changing my address from apartment 3i to apartment 31....which they then try to apply new flood insurance they provide on the property saying mine is not covered. Their phone service does not work and the chat feature they say they will not accept this change. I believe Newrez and similar mortgage servicers provide subpar service given you have no consumer choice as they buy your loan from the issuer. They then try these practices so its hard to NOT get their insurance applied. They need to change this business practice of no say in who services your loan .

  • Initial Complaint

    Date:03/10/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In February 2024 my house at **************************************************************** had at least three waterleaks in the slab and walls. ******************** paid to have the waterlines re-routed and partially paid for the repairs. I received another check from ******************** issued on 10-18-2024 for $30,547.41. Ref: 492630-GP ********. The check was mailed to me with Newez as a co-signer. I signed the check and sent it to Newrez on 11-4-2024. I was told by ***** that they would release funds as needed. This has not been the case by a long shot. My contractor has been working on the demolition and getting ready to install the kitchen cabinets. But the money that should be released by ***** to pay for it has not happened. I tried to call the Newez Loss ************ at ************** and someone from a foreign country that I can barely understand answers and tells me the same thing over and over. They tell me they need another material list so they can proceed. My contractor (****************) ****** Box tel:************** has sent this to Newez but they say they have not received it. I have asked to speak to a supervisor and after many tries I finally get one but they do not listen to my concerns. They only say I need to send a new document. In the mean time my house a **************************************************************** is in absolute shambles with no progress in sight. I need Newez to release enough money to finish the kitchen so we can continue with the water damage repairs. I looked online at the reputation of Newez Mortgage and it is not very good. Apparently, there are many more people with the same problem. Please Help.

  • Initial Complaint

    Date:03/05/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Details of Mortgage Lender placed fire insurance escrow account:dates/amount paid: 1/30/2025 $278.37, 3/32025 $328.37 dispute: ****** account does not reflect insurance payments of $278.37 paid in Feb and Mar 2025, the amounts are still held in Escrow Account balance of $1,182.58, no proof of insurance, yet I am required to make the monthly insurance payments.I have reached to ******* and ******** both supervisors at NewRez **************** and ******************** and did not have a date when the insurance payments will be made.

  • Initial Complaint

    Date:02/11/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Victim of Identity Theft 7/21/2025 Autos transferredw forged power of attorney accounts drained cant access mortgage or get verified w my credentials getting foreclosure packets, and credit cards blocked,PayPal and Venmo used on fake accounts handgun license stolen same day as vehicle towed , lost, and sold per dmv 01/15/25 bank said we only car about money and cashing the check , i had reversd in dispute, and bank sent original title from my purchase date w 41k miles, the settlement was exactly the purchase price in 2022, even with the salvage owner retained which i did agree too, but that was verbal, i got an email stating adjuster assumed owner retained on 35th day , couldnt reach me. proceeded with the settlement ? sept 5, no check until nov 21, dec 21, jan 21, w poliy date changes. i know now the dmv and car fax show car totalled and sold same day as i reported claim, so wh the disput appraisal clase and lies , this cost me dearly in rental and everything, wth any one else

  • Initial Complaint

    Date:01/31/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ive received about 6 different letter from the mortgage company and every time they got some new issue going on. My personal coop insurance gets send to them directly. Then there the master insurance which *** sent to them and I get a letter that they are doing a lender place insurance for the whole building. On top of that my 2025 insurance goes into effect tomorrow and they are calling twice to get my last year copy because they dont have on file. Somehow Ive gone a whole year without insurance and they never cared to contact me

Newrez Mortgage LLC is NOT a BBB Accredited Business.

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