Newrez

UPDATE: got a follow up call and everything got resolved. The lady I spoke with was great and very helpful 6 months ago, I called Newrez about my escrow account because of my VA disability rating I no longer am required to property taxes. They told me that they had just done one and that another would be conducted in February (on their website it confirmed February under the escrow tab). So February comes along and that date changed to August with no analysis done. My escrow account is projected to have about $5000 surplus in it. So I called and they say that it will not be done again until August and that I cannot request one be done, even with the obvious surplus. The lady on the phone was nice and agreed with me, but says there is nothing she can do. I figure, they want to hang o

The company appears to be staffed by inexperienced customer service representatives, and leadership did not provide the level of support or accountability we expected. The overall experience was frustrating and unprofessional. We are pursuing refinancing with the goal of moving our mortgage elsewhere and not doing business with this company again.

This company is useless. Someone fraudulently took out a mortgage under my moms information and I’ve been trying to get ahold of someone to help us and all they can say is “I can’t do anything about it”. I was told to email the company and it’s been well over a week and I haven’t heard back. I need just the slightest bit of proof that the loan isn’t hers and they can’t give that to us. She was told just to wait for a email but She doesn’t have time to sit here and wait while she has a case saying she owes a huge amount of money for a loan that she never even took out. Last guy got snappy then didn’t like when I returned the attitude after that he didn’t even want to try and help after that he kept saying “ok” over me while I was trying to talk he didn’t want to hear me. If you want to cat

My experience with Newrez has been deeply disappointing. Their customer service feels heartless and completely disconnected from what modern customers expect. Every interaction felt like talking to a wall — scripted responses, long delays, and representatives who seemed more focused on enforcing rigid policies than actually helping. Their policies are unnecessarily complicated and difficult to navigate, especially during times when customers are already under stress. Instead of offering clear guidance or workable solutions, Newrez creates barriers. When I reached out during a difficult financial period, I expected empathy and options. What I found was a company not in tune with current trends in customer support — no flexibility, no meaningful assistance, and no sense that they understand

Truly in awe of how incompetent they are. Someone fraudulently transferred $8k from my bank to a Newrez mortgage. My bank gave me the account info of who stole my ID and made the transfer. I called NewRez just to inform their fraud department that they had a problem. They do not have a fraud dept. They literally would not take the name or account info of their customer who was paying their mortgage with provably stolen funds. I didn’t ask for any info in return, at all, and made it clear i was just trying to help them. Unbelievable.