Cenlar FSB Reviews

If you call 800-242-7178 your call will be redirected to a call center from a distant country. The call center from Philippines is where I got connected to on May 14, 2026. The person identified herself as Ms Selma employee number **. All I wanted to do was change the date when my auto pay for my loan is credited. She insisted I made a payment this time and my auto payment will not go through. Now I just found out my payment was doubled because the auto pay went through despite her assurance that it will not. Very incompetent agent. She did not know what she was doing. She put me on hold 3x for about 10-15 minutes each time only to tell me she had to transfer me to a different department that handled my concern. She kept me on the phone for 58 minutes achieving nothing of my concern and now I have to dispute this extra charge in my account. Very poor performance, does not deserve a single star. She should not have this job.

I paid my loan in April 22, and they have the money for my insurance and my town taxes, $7000, 21 days later, they haven't returned the money, which I need to pay to the town and the insurance.

I received a notice via USPS stating I had 15 days from the date of the letter to purchase flood insurance or they would purchase it and charge it to my escrow. Mind you, the letter took 11 days to arrive. I called them to get an extension as 4 days was not enough time to prove my residence is in Zone X, not AE as they indicated. After being on hold for 45 minutes, I was told I had 3 days to purchase insurance. I asked to speak to a supervisor and after being placed on hold twice she informed me they would call me back in 24-48 hours. Meanwhile, my 3 day time clock is still ticking. She also informed me the letter was second notice and I assured her I had never received the original notice. I guess I am now responsible for the performance of the USPS.

This is one of the worst Mortgage companies ever, They didn't contact me a head of time when my insurance or property taxes went up, so I fell behind, then when I tried to look for new insurance, the extra payment was sent out. Now they will not accept the refund that they was contacted for me not to send out!

This company is engaging in what I believe are illegal practices. They pay for home insurance as part of maintaining the loan and take money out of escrow to pay for it. Prior to it needed to be renewed for this year (2026) they started sending me text messages and physical letters saying it had not been renewed and that I needed to go to a website to resolve it. This website tried to install malicious software on my computer when I went there. I did not install this software so I don't know what would happen after that. Of course they did renew the insurance a week before it was due, but it is evil to send messages about something that is their job.

I have had multiple properties handled by different Loan/Bank organizations. Cenlar is by far the absolute worse. They have terrible customer service and just awful to deal with all around. I pray they sell my mortgage to another Loan/Bank. I may refinance just to get a different Loan/Bank.

This company lives in the 20th century. They are unable to change your address by any means other than a faxed request or written and mailed request with proof of ID. Their service agent, Justice was condescending and unhelpful. They have no way to talk to a real manager. Organizations who use this tactic are always avoiding accountability. I would recommend never having any association with this company. If anyone in leadership reads this, I would recommend a complete teardown of your customer service procedures because they are horrific.

If I could, I would give a zero rating to this companies' mortgage practices, which I believe are not in compliance with federal laws and for which I have proof that it is not managing my mortgage account properly or legally. This year alone they have done three escrow analysis using incorrect number intentionally even though I have provided them with the correct numbers and information.. I have not received or been given credit for a $1984.45 escrow overage as of December 31, 2025. They sent me a 1098 form with escalated numbers, including my principal balance, my payment amount and my escrow account balance as of December 31, 2025.

We have been waiting over 90 days to receive an Escrow Refund check. One check was mailed to an incorrect address, which finally reached us. We cashed it and Cenlar stopped payment on it. They had issued a replacement check to our address. Customer service will not expedite a refund check. It has to go through a four day processing period and then mailed in regular mail for an additional 10 day waiting period. THEY ARE EARNING INTEREST ON OUR MONEY FOR THREE MONTHS NOW. I spoke with customer service people 10 times, who can only review the timing requirements for sending out refund checks. Same for their “customer resolution department,” who only reviews the waiting periods for refund checks. No one has the authority to expedite a refund check. This customer service is infuriating. We are still waiting for our check!

This is the worst establishment I have ever dealt with. They take my money and it disappears for weeks at a time. They keep telling me I am late. It takes 7 days to get thru to make any changes. Ridiculous to deal with