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 861 Customer Reviews
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Review fromABRAHAM M
Date: 07/28/2025
1 starI never had issues with my mortgage until it was transferred to Newrez. For the past four months, Ive been trying to change my payment schedule from monthly to semi-monthly. Every representative Ive spoken with has been either clueless or misinformed. No one has provided a clear answer or solution.Their online system is also unreliable. I submitted the correct form multiple times and nothing went through properly.They also struggle with handling escrow payments, which has only added to the frustration.If you have a choice, avoid Newrez. The service is poor, and the experience has been nothing but stressful.
Newrez LLC
Date: 07/29/2025
*******, we're disappointed to hear about your experience. We're actively working to help resolve your concerns. If you have any questions in the meantime, please contact a customer service representative via the live chat on your online portal or by calling ************. They will be able to assist you further. Thank you.Review fromRay R
Date: 07/28/2025
1 starNothing but problems with Newrez. They began taking escrow last year for my county taxes with out my permission, then charging me late fees because my total payment was late, since it was an automated payment for the same amount for the last 20 years. Had to call "customer service" every month for 6 months, and it was never resolved. Just paid off the balance to quit dealing with them.0 Stars!Newrez LLC
Date: 07/29/2025
***, we regret to hear about your experience with our team. We're actively working to assist you with your concerns. If you have any further questions, please contact a customer service representative by calling ************. Thank you.Review fromN. P.
Date: 07/25/2025
1 starHorrible. NewRez/Shellpoint has been HORRIBLE in every way since they started servicing my loan in 2020. They have no idea what they're doing. I get a different answer every time I speak to someone. I called ******* Mac, who owns the loan, to ask for another servicer and they said I'm not allowed to do that. WHY?? Their actions (or lack of) have absolutely had an effect on my life and bank account but I don't have a choice? So what's to stop them from doing whatever they want if I can't do anything about it? I'm selling my house now before they s**** up again, that's how awful they are. And what's the point of these customer reviews if we're not allowed to do anything about it? It's not like someone can check these because they're evaluating lenders. WE DON'T HAVE A CHOICE. Insane. Wishing I could give zero stars. They don't deserve even one.Newrez LLC
Date: 07/29/2025
******, we're disappointed to hear about your experience. We'd like to discuss this further. Please contact a customer service representative via the live chat on your online portal at ****************************** or by calling ************. Thank you.N. P.
Date: 08/01/2025
No thank you. I've talked to customer service numerous times in the past 5 years, especially recently, and everyone there is well aware of my experience since I have to repeat it every single time I call. I think the fact that your solution to this, having ME initiate a chat with a random customer service representative, speaks volumes. They have my number. And what exactly are they going to do about it that they didn't do any of the other times I've called? I mean really, after having read my review, you think talking to customer service is going to help? The damage is done. I'm not even asking you for anything! You just want BBB to think you did something about it. They should check out all of the other negative reviews you have on this site, as well as Trust Pilot (1.1 rating) and Consumer Affairs (1.0 rating), among others.Review fromMark B
Date: 07/24/2025
1 starIf I could leave zero stars I would. My mortgage servicing was transferred to Newrez a couple of years ago. We just sold our home and since we are leaving the country we need to receive the escrow overage payout via ACH. Our closing was July 16th. We received an email on July 17th that states, in part: "If you have signed up for ACH payments, we will return your escrow refund by ACH. You must have signed up for *** within 10 days of payoff to receive your refund via ACH." Today is July 24th, which is within 10 days of payoff. When I tried to set up ACH to receive our payment, I was told ACH had to be set up before payoff, in conflict with what the letter says, and making that letter, dated July 17th, too late to act on.The Customer Representative reached out to a manager who told him they could not help me. I would have to receive the check by mail only which, as I said, is inconsistent with the email quoted above. This inflexibility and inconsistency is unacceptable and I cannot think of a worse customer experience, which leaves me unable to receive the funds that are due to me from newrez.I would never, ever recommend doing business with newrez. The are unwilling to do anything to help me with this issue. They are horrible to do business with, like so many others have said here.Newrez LLC
Date: 07/29/2025
****, we are disappointed to hear about your experience. We're actively working to assist you with your concerns. For further questions, please contact a customer service representative via the live chat on your online portal at ****************************** or by calling ************. Thank you for the feedback.Review fromRapheal J
Date: 07/22/2025
1 starNEW REZ and SHELLPOINT whoever they choose to be that day. BOTH ARE SCAMMERS. They do not have any customer service. I 've tried to email them multiple times and never recieved responses. My personal information is resting in a email inbox and nobody thought to respond to my request. I would like to refinance. no one sends an application. I request a PAYOFF amount. It's almost as if I'm speaking a foreign language. Nobody assists you. The customer service representatives ARE CLUELESS. Every time you call you have to restate the issue. No Call reference numbers. It's almost as if they train them to not handle concerns and complaints. STAY AWAY FROM THEM.Newrez LLC
Date: 07/23/2025
*******, we're disappointed to hear about your experience. We'd like to discuss this further. Please contact a customer service representative on your online portal at ****************************** or by calling ************. Thank you.Review fromSandra C
Date: 07/17/2025
1 starI've received monthly letters stating that my insurance was about to lapse and, if I didn't send them proof of insurance, they would assign their own insurance to my property and that it would be costly. I live in a condo, I had proof of that my management company had valid insurance coverage for the exterior of the building through September 2025. My personal insurance coverage was good through June and was renewed on time. There was never a lapse of coverage. NewRez finally confirmed that this was true.Then, in June, I received a letter that said due to escrow shortage of $283, my monthly payment was going to go up approximately $5 beginning in August 2025. I called right away because my loan is strictly principal and interest. I pay my insurance and property taxes separately. My contracted P&I on my fixed mortgage should never change.They have been investigating this since June and I just received a notice that my mortgage amount will still increase $5 on August 1. I am so frustrated. The call to NewRez that I placed today assured me that this matter will be prioritized to get resolved. My concern is, if I don't pay the additional $5, will I get penalized? I shouldn't...my attorney says I shouldn't. I just want this over with! This is starting to feel like harassment. Do they "get away with" these threats of increases if a person is naive and doesn't understand their rights. I think they should be reported to protect their customers. This loan was transferred to them - I didn't choose them to be my lender.Newrez LLC
Date: 07/21/2025
Thank you for providing your feedback and letting us know about your experience, ******. We are actively working to address your concerns about your escrow. If you have any further questions, please call ************ or use the chat function on your online portal at ******************************.Review fromApril A
Date: 07/16/2025
1 starDO NOT USE NEWREZ VETERANS BEWARE If I could give zero stars, I would. Newrez has been an absolute nightmare to deal with. My husband is a 100% disabled combat veteran and is tax exempt. Despite us submitting the correct tax exemption paperwork for both 2024 and 2025, Newrez paid property taxes in error, creating a negative escrow balance that should never have ********** a result of their mistake, my monthly mortgage payment was increased by $700. Ive spent over four weeks trying to resolve this, and every time I call, I get a different answer. Multiple representatives have admitted that the escrow error was on their end, yet Im the one left to fix it. I was told Id have to call the county myself to try and get a refund for the taxes they paid without justification.The only response I consistently receive from Newrez is a meaningless sorry. When I asked what happens to the extra money Im now being forced to pay, I was told Id have to file a dispute with them to potentially get the overpayment refunded. So in addition to overpaying every month, I now have to fight to get my own money back?The lack of accountability, inconsistent communication, and complete disregard for the burden theyve placed on my family is appalling. I work full time and serve as a caregiver for my husband. The countless hours Ive spent on the phone with Newrez have taken away from my job, my family, and my husband and still, there is no resolution.Newrezs incompetence and lack of urgency are unacceptable. If youre a veteran or military family, stay far away. They do not understand or respect the unique circumstances many of us face and when they make a mistake, youre the one left paying for itNewrez LLC
Date: 07/21/2025
April, we understand your frustration and we take your concerns seriously. 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.Review fromJennifer R
Date: 07/15/2025
1 starNo one answers the phone, chat not helpful, emails not answered. I still cannot get logged into the portal. I cannot see my account, I cannot get my tax data and no one will help.Newrez LLC
Date: 07/21/2025
********, we're disappointed to hear about your experience with us. We'd like to make things right. We are actively working to assist you with your concerns about logging into the portal. In the meantime, for further assistance please call our customer service team at ************. Thank you.Review fromjoseph d
Date: 07/14/2025
1 starAbsolutely the worst customer service of any ******************** services company I have ever delt with.Every letter sent sounds like a threat. My mortgage was transferred to them and I have been wanting to pay it off since my first contact. They operate like a collection company NOT A FINANCIAL SERVISES COMPANY. If you can avoid them I strongly suggest you do.I have had many mortgages and have never missed a payment on many investment properties. Just for reference, my credits score is over 825. DO NOT USE THIS COMPANY IF YOU CAN.Newrez LLC
Date: 07/21/2025
******, we appreciate your feedback and understand your concerns. We are actively working to directly address your concerns. For further assistance, please contact a customer service representative by using the live chat on your online portal at ****************************** or by calling ************. Thank you.Review fromChris M
Date: 07/14/2025
1 starI wish I could give 0 ******** a very patient person, but Ive completely lost trust in Newrez. They placed lender insurance on my propertydespite the fact that I already had an active policy in place. For over a year now, *** been forced to pay for double insurance. They refuse to remove the lender-placed insurance and continue charging me without resolution.Ive made well over 100 phone calls, spent countless hours on the phone, and submitted proof of my insurance hundreds of times. Every conversation is a dead end, going in circles with no accountability. This entire situation is absolutely outrageous.Newrez LLC
Date: 07/21/2025
*****, we understand your frustration and we're committed to resolving this issue. We are actively working to address your concerns. If you have any further questions, please reach out to a customer service representative using the live chat on your online portal at ****************************** or by calling ************. Thank you.
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