Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
11/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On September 11th, 2021, I was charged $525 for an appraisal in the process of refinancing my loan with NewRez. I was specifically told via email and over the phone multiple times that the charge would be discounted to $100 total, because I had used their appraisal services in the past. Immediately upon my credit card being entered, I was charged $525 and, because I was on the phone, I was able to immediately say - this is incorrect, let's get it fixed. I was told that a supervisor would need to redo it, agreed, and hung up the phone. After 2 months, I have been unable to get a refund for the $425 that I am owed. I have now filed a chargeback on my credit card and submitted a claim to the mortgage company, as the employee will no longer respond to my emails or calls.
Business response
11/23/2021
On behalf of Newrez, we apologize for your experience. We have requested for a refund of $425.00 to be issued. You will received your refund check within the next 30 days. If you should have any further questions, you may email us directly at [email protected].Customer response
11/23/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** *********Initial Complaint
11/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Oct 28 I was denied a refinance application that was filed in late July. After numerous assurances I would be approved, including an email that said I was approved, they strung me along till late Oct before telling me it was denied. I suspect they didn't want to give the new low rate to a condo dweller, that rate I believe has ust since passed. I sent a letter to the *** suggesting it was an unfair practice and that I deserve some kind of consideration, no response as of yet . Acct number ***********Business response
11/23/2021
On behalf of Newrez, we apologize that we could not accommodate your request to refinance. As courtesy, we have refunded your appraisal fee in the amount of $525.00. You will receive the refund check in the mail within the next 30 days. Sales Manager ********************* has called and left you a voicemail. As of the date and time of this response, he has not heard back from you. If you would like to discuss further, you may reach **** at ************.Initial Complaint
11/04/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
Refund of the appraisal fee $525.00 On July 14, 2021 I worked with Sean W***** of NewRez to find out if I could refinance my condo. This company bought out my mortgage that was previously held under Shellpoint Mortgage Servicing. On August 12, 2021 my case was deemed as ineligible for refinancing because NewRez did not handle mortgages from Connecticut Co-ops. I did not find out until the last week in August by my own investigation. I looked into it because I felt it was taking a very long time and I did not receive any correspondence from Sean Waller the agent I was speaking with or anyone else in the company. I paid for an appraisal for the property to * ****** Appraisals ###-###-#### on 7/12/21 in the amount of $525.00. Sean Waller set up the appraisal at the beginning of the process. When I was finally able to get Sean on the phone a the end of August I asked him why he would have me go through an appraisal and pay for it and he found out that they don't do Connecticut Coop's as part of new business. I said but you own my mortgage now and he said I didn't know that we didn't handle that kind in Connecticut. He apologized and said he would get manager approval to have the fee refunded. Within a few days I contacted him again since I didn't hear back and he said the manager approved it and it would take about 30 days. I followed up in October through a maze of customer service reps that then transferred me to Dave who never picked up the line. He kept me on hold for 1 hour 17 mintues at which time I hung up and called from another line and left him a message on his voicemail. Dave's ph # ###-###-####, he never made any contact with me. I called again today 11/4/21 and spoke to Sean W***** who said he would check with his manager and call me back. He has not yet called me back and given the history I don't expect I will hear from him. I have an email from Sean saying that I would be refunded $525 for an appraisal I should have never been instructed to have by himBusiness response
12/01/2021
On behalf of Newrez, we apologize that we could not approve your request to refinance. We will accommodate your request to refund your appraisal fee in the amount of $525.00. You will receive the refund check by mail within the next 30 days. If you should have any further concerns, you may email us directly at [email protected]. Thank you for your feedback.Customer response
01/01/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have finally received the check from NewRez. Without the BBB this resolution would have never come to me. Thank you!
Regards,
******* ****Initial Complaint
11/04/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
New Rez holds our mortgage now. They offered us a lower interest rate in August. We filled out papers and delivered them and we still dont have a new mortgage. Paperwork was sent upon the request for more information. Now they want more information. We dont understand?!?!Business response
11/23/2021
Newrez made contact with the customer, and we consider this matter closed. If the customer should need anything further that cannot be handled by their mortgage consultant, they can email us directly at ********************************************Initial Complaint
11/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In January 2021 I asked to be removed from their mailing list for offers. I am on the Federal Do Not Solicit List which does not allow Loan and Mortgage Offers from contacting me. I spoke to their customer service from ********** and they confirmed I was removed from the list.In May 2021 I asked to be removed from their mailing list for offers. I am on the Federal Do Not Solicit List which does not allow Loan and Mortgage Offers from contacting me. I spoke to their customer service from ********** and they confirmed I was removed from the list.In June 2021 I asked to be removed from their mailing list for offers. I am on the Federal Do Not Solicit List which does not allow Loan and Mortgage Offers from contacting me. I spoke to their customer service from ********** and they confirmed I was removed from the list. Spoke with a supervisor.In September 2021 I asked to be removed from their mailing list for offers. I am on the Federal Do Not Solicit List which does not allow Loan and Mortgage Offers from contacting me. I spoke to their customer service from ********** and they confirmed I was removed from the list. Spoke with a supervisor.In October I asked to be removed from their mailing list for offers. I am on the Federal Do Not Solicit List which does not allow Loan and Mortgage Offers from contacting me. I spoke to their customer service from ********** and they confirmed I was removed from the list. Spoke with a supervisor.I received a letter today 11-1-2021. This is beyond annoying and is not right. I want them to remove because this is harrasment.Business response
11/23/2021
Upon receipt of your BBB inquiry on November 9, 2021, we requested for your information to be removed from Newrez originations promotional marketing. Please note that it can take up to 12 weeks for direct mailings to be removed. If you have any further questions, you may email *******************************************. Thank you for your inquiry.Initial Complaint
10/31/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had two separate properties that were associated with NewRez mortgage company. One was a new purchase in 2018 of a primary residence. The second was for a second property that was refinanced in 2019. Due to the robust real estate sales market we sold the second property in June, 2021. We began receiving solicitation from NewRez regarding refinancing from a 30 year (27 years left) to a 15 year. We only spoke about a 15 year refinance. We were already considering that option and had spoken to other companies as well. NewRez assured us that it would be so much easier since they had the loan already. That was not the case. All requested paperwork was promptly submitted, but NewRez was a mess in processing the paperwork. They kept asking for documents that they already received. After finally straightening out the paperwork issues we were provided the closing costs documents and were preparing for a closing date. We then receive a document that *** have been a classic bait and switch tactic because the closing was no longer a 15 year refinance but a 30 year. We had a 30 year. Our incomes, not to mention financials were solid, especially after selling the second property and having the cash. We were not cashing out from the new 15 year loan, and the new payment was only a couple hundred more than the existing loans monthly payment. The only entity that a new 30 year refinance would benefit was NewRez. After alerting NewRez about what had to be a mistake there was silence. No response. We will refinance this mortgage but it will definitely not now, now ever be with NewRez. Buyer beware. They tried unsuccessfully to pull off the classic bait and switch. We also had 60% equity in the property at time of refinance. They would be ecstatic to get the property if there was ever an issue but our long standing excellent credit assured NewRez that that wouldnt ever be a concern.Business response
11/23/2021
Upon receipt of your BBB inquiry, we escalated your concerns to our processing and sales teams. Our **************** Team contacted you, and we were able to accommodate your request. Newrez considers this matter resolved. If you should have any further questions or concerns that cannot be handled by our processing or sales teams, please email us at *******************************************.Initial Complaint
10/21/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
This occurred back in 07/2021. Trying to refinance my condo . Tried with several other banks and was told it couldn't be done due to the HOA owning more than 85% of the complex. I brought this to my lenders attention explaining my situation and was promised this would not be an issue . As it turned out it was after paying over 500 for an appraisal. Now they wont responded to my inquire on the refund . Very unprofessional. HIs info is Michael B***** Mortgage Loan Officer NMLS #******* & GA,MO license #*******Business response
10/28/2021
On behalf of Newrez, we apologize that we were not able to refinance your loan. As courtesy, Newrez will refund your appraisal fee in the amount of $525.00. We will mail your refund check within the next 30 days. Thank you for your feedback. If you should have any further questions, please email us directly at [email protected].Customer response
10/29/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ****Initial Complaint
10/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
For the last couple months I have received a call from NewRez, different numbers, daily and sometimes twice a day on weekends asking me to call back about refinancing my home. I have spoken with them directly, emailed them through a contact form, emailed with an employee directly, and let them know I am not interested and to stop contacting me. I have continued to get voicemails and calls from different people at NewRez with the same message. I have contacted the company through my online portal and asked them to remove me from call lists and contact lists. I have emailed with the first person who I spoke with and not received anything back. I am unable to block the number because it changes each time. I am not interested in refinancing.Customer response
10/27/2021
Hi, the business has resolved this. Thank you, *******Initial Complaint
10/14/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
We started the refi process the first week of August. We currently have our mortgage with NewRez and I thought it would be easier to go with them. When I contacted NewRez I was told to be careful of other companies because they will make you pay for the appraisal before being approved. So I provided all requested information right away and was told everything looked good and he wants to run my card for the $525 appraisal. I said ok and didnt hear back from them for about 3.5 weeks. I emailed the processor multiple times and never received a response back. I left a message and then received a text that someone will call back but never did. At this point I was beyond frustrated and requested a supervisor. A couple weeks later I was finally put in touch with one. He asked for information regarding my student loans and I immediately sent, but never to hear back until I followed up. The moral of my story is, it is now Oct 13 and I am no where near a closing date and still no responses.Customer response
10/25/2021
Please close complaint. I finally just got resolution.
Thank you
******* *********Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been in a refinance holding pattern for three months. My processor is impossible to reach on the phone, and never returns calls. She requests information and then I don't hear from her for weeks. Then she requests the same information but updated because it isn't currant. I don't have time or patience to continue.Business response
11/05/2021
Newrez has been unsuccessful in reaching you. It appears that your voicemail is full, and we cannot leave a message for a return call. Please contact Newrez Sales Manager ******************* at ************. Thank you.
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Get a QuoteCustomer Complaints Summary
135 total complaints in the last 3 years.
21 complaints closed in the last 12 months.