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NewRez LLC complaints

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4000 Chemical Road Suite 200
Plymouth Meeting, PA 19462 | Get Directions

(888) 673-5521

http://www.newrez.com

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Total Amount in Dispute:
$5,237.00

Total Amount Settled:
$0.00

Complaint Experience

20%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

5 complaints against NewRez LLC closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
3	Unanswered

5 complaints against NewRez LLC

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12/15/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $5,200.00 Amount Settled: $0.00

Customer Complaint

12/10/2025

I work a job that is not consistent so since the start of my loan with New Rez, I make payments early. I have never had an issue. They provide a box that allows me to allocate my payment and I allocated my payments to future payment. In November, everything was allocated as I asked and my next payment was due 10/1/2026 due to making and allocating on their form how I wanted my payments made. Suddenly on 12/1/2025 without any notice they took my payments and put them towards principal. I do not want the payments towards principal and did not allocate them that way. I intentionally pay early so I make sure my house payment is always made. I immediately called and was told it would be fixed, it was not, I called back and was told it would be escalated. I called today and was told you can not pay more than three months ahead. That would be find had I been told that and had I not received statements for month and been able to allocate these payments ahead. I am not sure how they can suddenly make a policy change and change my past allocations without notice or warning. I am now scared, Resolution Sought A) Apply it as we both agreed when I made the payment and as shown on the 11/1/2025 statement. B) Refund me the money you misapplied towards principal so I will have it for those payments

Company Response

12/11/2025

Newrez has received the correspondence but "Business Consumer Alliance" is not an authorized third-party on the account.

Customer Rebuttal

12/11/2025

Please let me know how to make them an authorized third party as I would like a resolution.

Company Final Response

12/15/2025

Newrez has received the correspondence but "Business Consumer Alliance" is not an authorized third-party on the account.

12/26/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/2/2024

On 1 Nov 2024 my house payoff was sent to NewRez LLC. I was not contacted by NewRez LLC until 21 Nov 2024 when I was told that the payoff had been kicked back because the payoff was short. I contacted the escrow person who sent the payoff and she was never contacted about a shortage. Additional the escrow person said the amount (101,000 dollars) was not returned. I have talked to four NewRez LLC supervisors and have received miss information to include one who stated that since the payoff was a wire transfer they were not required to track it. So far I have not heard what actions NewRez LLC have taken to find the funds and they are demanding we pay the monthly amount that was the mortgage while including daily penalties. Resolution Sought 1. NewRez LLC located the missing money and return the funds back to the escrow person to start the payoff process. 2. NewRez LLC expunge any interest and monthly payment past the payoff date (1 Nov 2024). 3. NewRez LLC be investigated for failure to comply with Bank Secrecy Act involving wire transfers and train there supervisors in wire transfer processes. 4. NewRez LLC have a direct contact between supervisors and there wire transfer staff. I was told they can't talk directly to them.

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