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December 2025 by Steve Schubert
Absolutely the worst service provider. I highly recommend you do not do business with them.
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December 2025 by Jeffrey DESIMONE
Absolute horrible company that do not care about its customers and just want to take take take. They have lack of communication from one agent to another, they tell you one thing, and Mail you something completely different. They are either not transparent and con artist, or their offshore staff dont know what they are doing. The latest from them is adding over 3k in assessment fees w out explanation to the monthly bill that I am up to date with. Please do NOT be tricked into using this company. their 1.7 star rating speaks for itself.
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December 2025 by Zack Miller
I was recently transferred to this servicer, and the experience was horrible. I have called 3 times now to get my escrow corrected as it is short almost $3000. Very bad company to work with and their average of 1 star shows for it. STAY FAR AWAY AND PRAY YOU ARE NOT TRANSFERED TO THEM.
Edit: Response to Newrez from their comment. I have called 4 Times now and am told they cannot assist. I have reached out to my previous servicer and the CFPB and they will be assisting me to get my money back.
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December 2025 by Rebeca Pickering
Warning: Shellpoint is the servicing division/arm/whatever you'd like to call it of this company. Shellpoint has terrible customer service! After trying to get the same issue resolved over several calls, I finally crashed out. I should have known better, because Spring EQ & Mortgage Connect kicked my loan to this company for servicing. That experience in itself was terrible! I've never been so motivated to pay off a loan faster than humanly possible, and I assure you, I'm a reliable payer. I
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August 2025 by Marchelle Twite
I recently tried to get a home equity loan on my home because every time I would call concerning another matter that would ask me if I wanted to apply. And finally I decided to try my loan officer screwed up the paperwork. Khalil Clark put down on the paperwork that I cleared $4,500.00 a month when I clearly told him maybe $2,500.00 but it was only $2,068.00 a month. I don't think I would have gotten the loan away but he made me pay $134.50 for a credit check and an appraisal on my home which I should not have paid out of pocket at all. Khalil Clark NMLS ID 1859 was not very professional. He would not call me back or lied to me that he would be in the office until 6pm which was an hour behind me. He made it a special point not to ease my concers. Then I would call Newrez to try to speak to his supervisor or boss and they wouldn't even put me in the phone with them. I don't care how busy you get. But when a client calls you or emails you call or email them back. That is call commen courtesy. And no I will not be reaching out to customer service concerning this. But I will tell you I have reported this to BBB.
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August 2025 by april punlop
Paid out on 2 insurance companies even though I informed them I was changing companies then tried to charge me for both companies with new escrow analysis. Nightmare to straighten out. Never do what they are supposed to. Hate hate hate !
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August 2025 by Tim Lybarger
Newrez is a complete waste of your time. Their loan officers dont know basic loan requirements.
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July 2025 by Jason Simon
I see a lot of negative reviews on here but NewRez has been great to work with. They always have been helpful when I call and recently adjusted my escrow and sent me the difference - I got a check for $4k which was nice. Have been very happy with them since day 1.
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July 2025 by Piotr Dragan
They forced me to pay property tax when I am exempt . took a yr and 6 months! For them to realize it. horrible lenders
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June 2025 by Xavier Ferrell
I Changed my phone number and now can't sign into my account. It sends a verification to my old number and it doesn't have the option for if you dont have your old number. And you can only contact them for three reasons, and signing in isn't one of them.
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June 2025 by David Thurner
Too bad there is no option for ZERO stars! Newrez is the absolute worst mortgaging service company ever to exist. If my loan wasn't at 3% APR, I'd just pay it off. They have horrible customer service and the website (when it works) is a nightmare. Their escrow account management is terrible. I now handle my own taxes and insurance so at least my payment will never change again. These folks are worthless. I need a thesaurus to accurately explain had much I dislike this company.
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June 2025 by Lisa
Paid out on homeowners insurance. Even though they were informed not to because I was changing companies. Notification was done 3 weeks prior to them. Sending out the payment gentleman supposedly updated my account. This should never have happened.Would not recommend them to anyone
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June 2025 by Lourdes Cantillo
My experience with this company has been a nightmare. Especially with the Loss Draft department . I sent them a 30,000 dollar check that my house insurance company sent me to have my roof fixed due to the last hurricane and has taken them 13 weeks and still have not sent my money back! I had my roof done April 28 th thinking they would endorse it and send it back never believing they would take months and still do not have the money to pay for the job! The roof company have been patient but now they are demanding to get paid. And rightfully so! New Res knows this and don’t give a dam. They act like they are the owner of my check!! I will soon see a lawyer to handle this if it is torture for me talking on a daily basis with these jerks and get no where! Do yourself a favor and stay away from this company!
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June 2025 by Ryan Dirks
Horrible mortgage servicer. They won't eve issue payoffs when requested. They make their customers jump through repetitive unnecessary hoops just to order a payoff. And then when it doesn't come, the customer service people are helpless to do anything but make excuses and force the people to call back again and keep jumping through the same hoops over and over. I'm a real estate attorney that closes transactions and I deal with a lot of servicers, and NewRez is probably the worst I have experienced thus far. I'm a very laid back person by nature and I just found myself literally yelling at the customer service manager to do their job and get the payoff sent so their customer can close their sale. NewRez's corporate management should be ashamed.
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June 2025 by J Lo
I am extremely dissatisfied with my experience dealing with Newrez. Following a flood loss that displaced me from my home, the company has withheld my insurance funds despite numerous attempts to resolve the situation. Their call center staff is often confused, difficult to understand, and unable to provide consistent answers. Requests to speak with management have been repeatedly denied, leaving no way to escalate or properly address the issues.
In addition, Newrez (or Shellpoint) has been unresponsive to multiple formal complaints filed with the BBB, CFPB, the Attorney General, VA, and HUD. Emails and letters go unanswered, compounding the frustration. Meanwhile, they continue to collect my mortgage payments but have failed to assist in facilitating the necessary repairs to make my home livable again.
The lack of communication and support during such a critical time is unacceptable. I urge others to carefully consider their options when selecting a mortgage company, as this experience has been both stressful and disheartening. I sincerely hope this review will prompt Newrez (aka Shellpoint) to take action and improve their processes for current and future customers.
