New Penn Financial, LLC

Ashlie C. 

on BBB

6 years ago

Frustrating customer service. They lost a recent payment somehow--the records online show it being applied, reversed, placed in an unapplied funds account, and then just disappearing. I've called several times and been told each time that their mistake will be corrected in 3-5 business days. Emails do not get a reply, and although there is an option to chat with a customer service rep on their website, it has never worked for me. Now, almost a month later, my account is still reflecting that I'm a month behind on my payments... read more

Phornsavanh K 

on BBB

6 years ago

Worse experience ever with NewRez and they just acquired my loan. This is my first payment with them and i wanted to set up auto pay. The system told me i was delinquent so it would not let me set up auto pay. I proceeded to pay and it charged me $1 to process it, after that was done i tried to set up auto pay and it stated i was delinquent and it stated in order to setup a recurring payment, a one time payment of double the mortgage will be made on your behalf in order to pay any past due payments for this loan(my payment i... read more

Adam E. 

on BBB

6 years ago

Terrible customer service, their mistakes have messed up my credit rating. They have over charged me and will not update charges. Takes an eternity to get any sort of required paperwork. - AVOID AT ALL COSTS 

Davylyn P 

on BBB

6 years ago

Ever since New Penn (New Rez) took over my loan, there have been several mistakes made and these mistakes have affected my credit rating. You paid bills from my escrow acct that were already paid which put my escrow acct in the red. Then I was told that I needed to make a change to my monthly payment to cover the difference as a result of my empty escrow acct. When I called to address this I was told that it was a mistake and would be corrected and that I would not have to make a larger payment. However, notices kept coming ... read more

laura b 

on BBB

6 years ago

How do they have an A+. I've been trying to resolve an error on their part for over two weeks and I can't get people on the phone that can answer a simple question. 'When was my first payment due date?' Then they charge me fees for their error. I have an over 800 credit score and have never had a late pay on my mortgages in my 25 years. I don't know what to do! The error is not in my favor almost to the tune of $10,000! They don't seem to care. Why can't I leave zero stars? 

Cheyenne J 

on BBB

6 years ago

I have been working with shellpoint for a year, trying to get help with my mortgage as i am coming back from unemployment. I have tried numerous times to do as they ask. I have sent in heaps of information and some how some way they find a way to say i messed up. Between them stating i didn’t turn stuff in when i have proof. To giving me false numbers for supervisors twice. If you can, do not work with this company. 

mariya b 

on BBB

6 years ago

My mortgage recently got transferred to this company and I am going to do everything in my power to get transferred from them. I have Neve had an issue from previous company for the 2.5 years that I've been with them until this sorry excuse for a firm bought the mortgage out. First they applied a payment the wrong way and then charged fees upon fees - now it's saying that I'm behind a month, which I AM NOT. And today I get a letter saying that I owe 2 months worth of payments and I do not. Extremely disappointed and I recomm... read more

John S 

on BBB

6 years ago

I regret that my mortgage was sold to this company. After smiling a check on 10/10/18 I received an email on 10/16/18 that said my payment wasn't received. I figured it was list in the mail & I would stop payment later in the day. I called to make a phone payment After checking my account in the afternoon I realized my check Was cashed. I called to request that the phone payment be cancelled. The representative said he could do that. Today my account is overdrawn on account of the phone payment And check going through. Today... read more

David M. 

on BBB

6 years ago

My Mortgage was recently purchased by New Penn and have had nothing but issue after issue. The most recent issue that I'm dealing with now is they haven't paid my Home Owners insurance policy. I reached out to my HOI company and they faxed and emailed them the information they need and after 3 weeks they still have not paid it and it now expires in 1 week. I've had the same insurance company for 13 years and have had our mortgage sold/purchased many times in this time span and NEVER had an issue like this. I have tried to ca... read more