Newrez Reviews

Avoid this company at all costs. My house came close to burning down the day after Christmas and my family has been out of our home since then (2 months at this point). Despite having all documentation from my insurance company and my contractor, and the insurance company already sending me a check to complete repairs, this app continues to treat me like a criminal with intent to commit fraud. Our repairs work is in progress but this app is holding the check for my insurance claim of over $100,000. Every time I contact them I'm told a different process, a different set of documents they need, there's no trust or consistent messaging. They're telling me they want to perform inspections periodically to disperse my own money to complete repairs. Each inspection from the initiation of a request to paying out additional funds can take as many as 3 business weeks. Their customer service has no urgency or empathy. In the meantime they expect me to pay out of my own pocket or pause work despite the money sitting there waiting to be paid out to the contractor. Absolutely unacceptable, do not bring any of your business to this company.

I ended up getting stuck with this horrible company after my mortgage was sold. In several months of attempting to just pay my mortgage payment, I have literally never been able to use Newrez or the company website to pay. Every single time I have attempted to use Newrez, I get stuck on some random login screen which will not allow you to type anything or navigate elsewhere. I have to turn my phone off to leave the nonfunctional login screen. Then, if I do that, my loan information is GONE every time. I must then re-enter EVERY last minute detail of my loan in order to add my mortgage back into my account, but even then, I have never not once been able to just make a payment. You’d think this “company” had an interest in receiving money but they definitely don’t! The only pages I have NO trouble with are the ones that are asking me to apply for more loans! This company could not possibly try any less. Don’t bother trying to download or use Newrez because this app is an evil company.

Good luck getting a customer service rep who knows that they are talking about. I’ve spent the last 3 months trying to cancel my PMI. Whenever I call, it takes ten minutes to get through the automated messaging system to actually speak with a rep. That person is then instantly confused and transfers me. Eventually someone has the courage to say they are clueless and can’t answer my question. Two months ago I paid for an appraisal to remove my PMI - no one can even tell me where that is at in the process now. Did it get denied? Is it being reviewed? Will I get a copy? Basic questions that cannot be answered by this app. Pathetic.

Credentials that work on website fail when used with this application. Even tried creating a new account, which also fails with message, “unable to sign in”.
Guess I’ll stick to using telephone. While website does work, it has a bunch of issues. If I didn’t know better, I would think they don’t want collect my payments so they can charge a late charge. No way I would allow auto-debit for mortgage payments. I can tell horror story after horror story about auto-debit. The mortgage purchase by this company was one of worst I have had to endure.
I was hoping I could use this application to keep an eye on what they did with my payments.

This company is horrible. This has been the worst experience I’ve ever had with a loan company before and I cannot wait until I can refinance with someone new. They are literally keeping me from making a payment right now which has caused my loan to accrue late fees. They don’t have an option to make automated split payments out of each pay check so you have to pay it all at one time instead of being able to just have it deducted from your check like most people do. If you try and just make the split payments the process it wrong as a principal only payment instead of a mortgage payment. It’s just an awful company. Y’all shouldn’t even exist.

Our mortgages are out of our control. Mine was sold to this company with little notice. I could NOT pay my mortgage for 3 MONTHS YES THAT IS CORRECT they kept telling me the info didn’t transfer. The old company was no help as they said they were no longer the holder. I paid online once then the website kept forcing me to download Newrez . I just went on trying to pay my mortgage on Newrez and now I have a warning that the sight ‘maybe’ compromised. What the heck is this. Working 3 jobs and raising 2 children I don’t have time or the funds to shop around for another company. So many companies are bad faith and I think I got screwed with this one. I seriously would give it no stars review

There is no way Newrez has a 4.8 star rating that’s crazy 95% of the reviews are people with lots of issues. I hate Newrez. It has all kinds of problems. I can’t log into it to make my payment. I have to make it over the phone, it’s horrible. No other app I have comes anywhere close to being this difficult.
So the 4.8 star rating is obviously bogus and not true. This company and developer is totally dishonest. Most of the ratings are one star but yet it says 4.8 that’s laughable! I hate that my previous mortgage company that was so easy sold my loan to this company. The worst loan company I’ve ever had for my house. Customers should have a choice on who their loan is sold to it’s not really fair to us.

Have a unique type of Mortgage and “Neerez bought my loan; however they did not review the type of loan I had. I have HAD A PROBLEM WITH MY LOAN SINCE DAY ONE! Have to call them ab once a month to get them to re-apply payments correctly. Even though I have been 1-2 month AHEAD OF MY REGULAR PAYMENT DATE, they still charge me a late fee bc THEY did not apply the payment appropriately!
Payment amount has changed every year…can not get an explanation as to why. HAVE NOT EVER been able to speak with the ORIGINAL loan officer or a member of management to try and the the problem(S) corrected!
Home owners insurance with them has increased every year since refinancing at a lower rate and lesser years!
OVERALL….I WOULD NOT RECOMMEND ORIGINAL LOAN nor REFINANCING WITH this app!!!!
Sincerely,

This company is the absolute worst. I can’t wait to refi with someone different. This company has shady practices. We mysteriously had an extra $400 added to our bill and when we asked they said they don’t know why but it’s due. We didn’t know about that for months and they hit our credit every month. It wasn’t even on our bill. They just called and said hey you owe X amount. And when we asked why it wasn’t on our bill they said it was an error then when we asked can we get those dings off our credit they said no even tho they messed up we paid the price. This place is shady and I highly recommend anyone who has them as soon as you can refi and find someone else. They are so disrespectful on the phone.

If I could give no stars I would. We were transferred to this app when our previous mortgage company filed bankruptcy. At first no issues and easy to use app. At some point (within the last year. I have delayed writing this review hoping I could eventually get this issue worked out) Newrez will not allow me to sign in. No matter what I try to do- change my password, call customer service, try Newrez , or through internet browser- I am “unable to sign in”. I now have to call and use the automated service to make my mortgage payments, and contact customer service to email any tax documents. Seems like many customers have the same issue with no fix in sight. Very disappointing for a company I am sure makes enough money to get their app working properly.

I’m also stuck with this horrible company after my mortgage was sold to them they didn’t pay my taxes for two years I received an invoice from the tax collector, saying that I owed a substantial amount of money after finding out that they sent me my escrow payment back to me. I had to send the check back so they could place back in escrow and send them the invoice so they could pay off my taxes, I was charged huge amount of fees which they denied any wrongdoing on their end and refused to pay me back all the fees are located to the mistake. This company is a debt collector. I don’t understand how they started buying mortgages. It’s extremely ineffective and when calling to complain, they have a bunch of people who just read from screens and nothing ever gets done. Please stay away from this company.

This is completely horrible and i will try my hardest to get away from this app as fast as I can! this app makes up excuses, causes more problems, rather than fix the problem I have with Newrez ! My loan was sold to this app, I was able to find my loan on Newrez ! I started making principal payments and all of sudden I couldn’t find my loan on Newrez ! Representative does an IT ticket to fix problem, it’s been 6 business days and the representative today wants to start another IT ticket. Another representative factory reset my account, just delaying the problem! Here’s where it gets very weird, I still get notifications from Newrez that I paid my loan, but I can’t find my loan on Newrez ! Newrez just says something went wrong, please try again later and that’s this app’s company motto, they don’t want you to be able to pay your loan, they want to default you and steal your property!

Updates are supposed to improve apps, not degrade them… As with many other customers, I am no longer able to log in since the most recent update. On one response to a review, the developer stated they “do not have an app for Shellpoint mortgages”. However, I have a Shellpoint mortgage and, based on the developer’s response, I must have experienced a miracle because I was able to log in and make payments previously. Rather than not having an app to support Shellpoint, it seems that support for Shellpoint was removed in the most recent update. Otherwise, how was I able to make a couple of previous payments from entirely within Newrez ? Something just doesn’t add up…. Please don’t say you don’t have an app for them. Just roll back the update(s) and restore support for your Shellpoint customers or just be honest and tell us you will no longer support Shellpoint mortgages. I also concur with others: Restore prompt to use iCloud Keychain and/or Enable FaceID/touchID

Absolute worst experience by far! We should have a say in who our mortgage is sold to!! We have never had an issue, we never missed a payment, all was perfect. Then we got a letter saying that we were moving to this app and if we were on autopay that nothing will change and all info would transfer seamlessly. NOT!!! We were on autopay, the money was never taken out. Checked the this app app and it said nothing was set up!!! So now we missed a payment. Then I added the bank info but missed A SINGLE NUMBER and they charged me a fee for being late and for NSF! I called, emailed, and chatted and they refused to remove it. Now three years in with this app, they still wont let us set up autopay. Customer service is TERRIBLE. Management is TERRIBLE. I hate this company. Thought seriously about refinancing just to get away from them!!!

RESPONSE: I received an email from them asking for more information and my phone number. But no way to respond to them. What. Information. Do. You. Need???? And how I get it to you???

When it works it’s fine, but if it glitches and decides to not charge for both your payment and extra toward principal like you chose and just does the extra toward principal. They will charge you the late fee and won’t negotiate a courtesy removal. Even if you have never had a late fee before or ever asked for an adjustment and been a customer for many years. Their customer service is the absolute worst, any communication is a nightmare. So if you never need anything different and triple check everything went through properly and didn’t glitch then the site is fine. You find a glitch too late or need help with anything, good luck!

The phone app works. I have never been able to get Newrez on the desktop to actually work. Customer service has always told me it just means that there is too much traffic trying to make payments to try later. That has never worked. My impression, although I do not have confirmation, is that while a payment may be due on the first and is not late until the 15th, Newrez will not let you schedule a payment for say two or three days before the late date. I suspect that is a limitation designed to garner late fees.

4/5 stars, app only shows limited loan info, but i was unable to log-in on a browser for a month because of a computer clock issue error message, and Newrez at least allows payments and basic info. No Payoff Quote from what i see, though. i think the 1-star reviewers are forgetting that username/password info is case-sensitive to get logged-in for a this app loan with the same credentials as the site. worked fine for me 23Apr2023, if you type it all correctly (capitalization matters!).

I do like Newrez because once you get into it the layout is easy to navigate and very user friendly. I only log in once a month to make my payment and getting logged in is a pain sometimes. I choose the box that says do not challenge on this devise again for 30 day but since I am only logging in once every 30 days I feel like I have to go through a lot to get in each month

I can never get into my loan and I'm in a vicious cycle trying to just make my payment. this app should be ashamed of themselves! Why why why do I have to locate my loan every time and why can they never find it with my last name, loan number, and full ssn!!! I wish this could be terms for not making a payment when they make it this difficult to pay. Zero stars would be too much for them!!!

So far the transfer from my old company that was purchased from this app has been good. The transfer was clean and Newrez download and log in was quick and easy and all my info is already uploaded for payments. Why are people leaving such negative comments? It concerns me definitely. Should I be worried and try to refinance with my local credit union that is doing very well?