Loss Draft Department - SMH
Newrez purchased my mortage from my original lender. I hope you never have to file an insurance claim. Newrez’s Loss Draft Department is absolutely horrible to deal with. The people who answer the phone can only read from a script. Whenever something doesn’t fit the script, they refer you to “management,” but you can never actually speak with anyone in management. Instead, the person who answers the phone says they will email “management” on your behalf and that you should receive a response within five business days. That response never comes. So, you call again. Then you write letters. You send emails. And the cycle continues indefinitely. Our claim took more than nine months to be resolved. Had Newrez simply answered the question we asked during our first phone call... and every subsequent call, letter, and email... we could have saved more than eight months of mortgage interest. All they seem to do is stall and delay while they hold your money and you continue to incur costs. The entire process was incredibly frustrating and unnecessarily time-consuming.