Not going to rant, have done enough of that this morning already - three hours worth with their customer service department, their insurance department, Yelp, and the Better Business Bureau.
Do not, I repeat DO NOT use NewRez LLC for anything concerning your property lending requirements if you can at all help it - our previous lender went belly up, and our loan sold to these ass-clowns. They operate under Shellpoint Mortgage Servicing in several states, and are, in my opinion, and hundreds of others judging by the Yelp and BBB pages, the absolute WORST of the WORST mortgage lender I've ever had. The customer service is incompetent, the insurance department is fraudulent (they took out hazard insurance on our property because they said we never provided the appropriate docs - bullshit three times over) and is full of people that won't give out their last names, direct numbers, or email addresses (ya'know, SOP contact information)...
Shit, I gotta rant... or at least explain.
Rep told me we're paying $168 a month for hazard insurance because we didn't provide the proof of coverage necessary. False - it was uploaded through their website with the link they provided. I've always sent in the declaration cover page for the past twenty years, and it's always sufficed for this particular property. Then they tell me, well, we need to see proof of insurance for the "walls-in" and your belongings... I asked the obvious question - what does the insurance policy that you took out on the property and are charging us for actually cover? They told me "structure only"... I explained that the declaration I provided shows that the structure is covered, so remove the insurance you took out and issue a refund promptly please. They told me there's a new law for properties after 2009 that needs to show the inside is insured. I asked what's the name of this law, because I've never heard of it, you're the first to ask for this, and none of my other lenders have ever asked for this for these types of properties. Couldn't tell me the name of the law, and proceed to try and explain their logic again... So I asked again - if you need to see proof of insurance for the insides, why didn't you take out a policy that covers the insides? That's when it got humorous - they started yelling at me about "why I couldn't understand what they were telling me"
To which I replied - because what you're telling me is nonsense! If you needed insurance on the property that we supposedly didn't provide, then why didn't you take out a policy that actually covered what you required? F*****g crickets... then told me they weren't staying on the phone to be spoken to like this 
Truth hurts, but stupid must hurt even more.
Anyway, it went on for a little while longer and I spoke with a supervisor, who's email signature had "team mentor" in it, so, not a team supervisor probably. Was assured like I had been the previous three times that the matter would be resolved in 24-48 hours. Not holding my breath, and contacting a new lender ASAP.
Yeah, NewRez LLC, avoid at all costs.
Rant over. Thank You Bear Pit Therapists.
Do not, I repeat DO NOT use NewRez LLC for anything concerning your property lending requirements if you can at all help it - our previous lender went belly up, and our loan sold to these ass-clowns. They operate under Shellpoint Mortgage Servicing in several states, and are, in my opinion, and hundreds of others judging by the Yelp and BBB pages, the absolute WORST of the WORST mortgage lender I've ever had. The customer service is incompetent, the insurance department is fraudulent (they took out hazard insurance on our property because they said we never provided the appropriate docs - bullshit three times over) and is full of people that won't give out their last names, direct numbers, or email addresses (ya'know, SOP contact information)...
Shit, I gotta rant... or at least explain.
Rep told me we're paying $168 a month for hazard insurance because we didn't provide the proof of coverage necessary. False - it was uploaded through their website with the link they provided. I've always sent in the declaration cover page for the past twenty years, and it's always sufficed for this particular property. Then they tell me, well, we need to see proof of insurance for the "walls-in" and your belongings... I asked the obvious question - what does the insurance policy that you took out on the property and are charging us for actually cover? They told me "structure only"... I explained that the declaration I provided shows that the structure is covered, so remove the insurance you took out and issue a refund promptly please. They told me there's a new law for properties after 2009 that needs to show the inside is insured. I asked what's the name of this law, because I've never heard of it, you're the first to ask for this, and none of my other lenders have ever asked for this for these types of properties. Couldn't tell me the name of the law, and proceed to try and explain their logic again... So I asked again - if you need to see proof of insurance for the insides, why didn't you take out a policy that covers the insides? That's when it got humorous - they started yelling at me about "why I couldn't understand what they were telling me"
To which I replied - because what you're telling me is nonsense! If you needed insurance on the property that we supposedly didn't provide, then why didn't you take out a policy that actually covered what you required? F*****g crickets... then told me they weren't staying on the phone to be spoken to like this Truth hurts, but stupid must hurt even more.Anyway, it went on for a little while longer and I spoke with a supervisor, who's email signature had "team mentor" in it, so, not a team supervisor probably. Was assured like I had been the previous three times that the matter would be resolved in 24-48 hours. Not holding my breath, and contacting a new lender ASAP.
Yeah, NewRez LLC, avoid at all costs.
Rant over. Thank You Bear Pit Therapists.
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