Cenlar Central Loan Administration

I had 9 mortgages with Citi from 2007 until Cenlar took over circa 2019. Perfect history! Then Cenlar said I was months ahead on some loans, behind on others. (All payments were made via BillPay, my bank directly to Cenlar.) They were apologetic, in writing, then did nothing. Late fees added up, my credit score was shredded, even the HUD counselor they referred could not get through to them. They promise to correct the problems, then ignore you. I sold many properties just to get away from them. I couldn't refi because they ruined my credit. They should be indicted for something. They destroy people's hopes with impunity. (After a conference call, I didn't hang up, and overheard the two Cenlar employees laughing about the stupid customers). Get away if you can!

As a first-time homeowner, military veteran. It is a nightmare to work with this company. They do not follow up with their customers when assistance is needed. My mortgage doubled due to the increase of property taxes in Texas. I am exempted in paying property taxes. Mar 25th I submitted my benefit letter from the VA, they needed additional document. Apr 7, I submitted a letter from my County Tax Assessor exempting me of my property taxes (apparently they do not honor that letter). They were looking for the Tax billing for this year's property taxes (which I received last week). I am now sending this email out today. Other vets had said the letter from the County Tax Assessor should have sufficed. But this company fails to honor it. On top of all this I'm the one who has to call in to get follow-ups on the status. Not one email, or call back. An automated email would populate stating to give them 10 days to review the document/s, but nothing after.

Previously when they paid my property taxes to the incorrect Block and Lot number. It took months to resolve. Today I got on their chat system. Their tax options didn't have the menu items I wanted, so I guessed I could talk to a human. After one question this human ended the chat, without asking if I have a follow-up question. I had them. My last message was: "But I wasn't done yet..." I have had better experiences with Comcast.

It's totally exhausting. It took them 6 months to pay the due taxes to county, I used to call them once a week to remind. They finally transferred my loan to another company. They also don't respond on time.

Citibank sold my loan to Cenlar, and since I was able to log into their platform ONCE!!! And then for no reason I can never log in again after a million password rest. Opening a support case goes directly into the trash.!!! I will never do business with them again! Got a refi and moved away from their platform and useless support. I will also be moving away from Citibank for selling my loan to them.

In an attempt to come out of Special Forbearance during COVID, I submitted all of my paperwork l, as requested. While filling out the paperwork, I called in to ensure I was documenting everything properly. The representative at the time helped answer my questions. After submitting the paperwork via mail, as well as email, I waited to hear back. One month later I get a letter stating I was denied further assistance due to insufficient income. I immediate called in to Cenlar Customer Service to ask why denied, as I had very sufficient income now. The rep at this time told me that incorrectly filled out the income section, and to not worry, as she could update and re-submit a request to the underwriters. The rep at this time kindly input all the income information I provided her, and stated not to worry, the system advised her that I pre-qualify based on my updated income information.

This is a horribly ran company with incompetent people who cannot do anything correctly. I have received letters stating my loan was in default when I have never made a late payment. They apologized and blamed it on a computer glitch. In December I switched my Homeowner's Insurance company. I received a letter from Central Loan Administration and Reporting (CENLAR) stating they received my new policy and paid the premium. I called them to verify my old insurance company was removed. They said they would make sure that it happened.

I have proven over and over that because I already have insurance covering my first mortgage holder, that I don't need forced insurance on my equity line through Cenlar. They say every time that they are going to correct this, and send me a refund. And every time I receive my payment coupon, I am still getting charged. It is a blatant, fraudulent act. Stay away from this company.

We have been dealing with rebuild after tornado, this bank held our mortgage, they are a complete nightmare. They are disorganized, antiquated, just a complete mess. We wait months to get checks returned after insurance company submits to us almost instantly. If you call to expedite or complain, they will just hang up!, Next! NIGHTMARE experience with this bank.

I made through my bank two payments electronically, informed Cenlar transaction numbers and estimated date of delivery. After both payments were delivered and accepted by the Cenlar - my bank given to me proof of payment with tracing number showing delivery date as October 15, 2021. Cenlar workers explained to me that my account will get information about my payment on Monday, October 18, 2021 but the payment dates for both payments will be when the Cenlar RECEIVED my money as 3:37 pm ET on Friday, October 15, 2021. Cenlar operates by Arizona Pacific Time but I patiently waited till 9pm ET Monday, October 18, 2021 when finally my payments were posted on my account. Shockingly for me the date of payment shown as the Cenlar would of get my money only on Monday, October 18, 2021.

Waiting for a check that was to have been mailed two weeks ago. No help when I call. Poor methods of conducting business from my view. If I knew my bank would have sent my loan to CENLAR, I would have not made the loan.

My loan is not appearing on the website so I call customer support for help but they hang up on me. Without website access, it's hard to manage the payments. I just asked it's a very simple task to add my loan number to my account.

Haven’t been able to access the website lately; finally spoke to an agent who told me my account is being transferred to a new company. I never received info on this and when asked why I was ignored!!

I don't like this Mortgage Company because they are not very helpful. They ask too many question and for too much documentation. I called today 09/14/2021 because I've been out of work since 08/14/2021 due to COVID19. Me and my two kids got the virus and I'm a single parent and my kids are both disabled and I called to see if they could help me with the COVID Assistance Program they have and I was asked all kinds of questions and also told that they would send me a package to fill out and send bank statement and other documents to see if I could get approve for the assistance and also that they take 30 days or so to get back to me.

Cenlar is the worst company that you can work with. First of all, I never requested to have my loan be serviced by them. My loan was originally with Citibank and without any consent of my part, the loan was transferred to Cenlar. Without understanding why, my account was put into a loss & mitigation status, even though I've been making all the required payments every month. My account is on an auto draft and every time that my bank account gets drafted to make my monthly payment, it goes to a suspense account without being applied to my monthly payment which creates that my account goes "past due" affecting my credit. Every time I talk to someone they have no clue of how to help me and they keep transferring from person to person and at the end of a 30 min call, nothing gets resolved.

This is the WORST mortgage company I have ever worked with. They have been overcharging us all year. They overpaid our homeowners insurance company and then said our escrow acct is short and are charging us more per month. We have paid the shortage AND the over payment back to the escrow and yet they still keep overcharging us. My husband and I have both reached out 4 times. Each time I’m told that someone else will be calling me back and I never get a response. The customer service reps sound like teenagers. They won’t allow you to speak to a supervisor. They just claim that one will call you back. I am at my wit’s end. I’m almost ready to refinance just to get rid of them.

I received an Escrow Summary invoice this month (in addition to my regular statement) stating my escrow account is $119.53 short & I can either pay this amount in full or increase my monthly payment by $9.96. There are two problems with this:

I am not sure who runs this bank/financial institution, but they are the worst I have ever worked with. Just the customer service reps are absolutely clueless with their own processes and have to keep putting me on hold asking how something works. A simple process of getting an address change is almost impossible. It is a completely mismanaged and needs new leadership. If I could, I would leave this bank and go someone where else. However, I am no position to do this and I need to suffer the burden of the horrible service they provide. I have never worked with any customer service (any sector) in my life.

In 2020 I lost my home because of Hurricane Laura. It is vital that I be able to get answers regarding this awful situation. I have talked to many employees there trying to get questions answered and they have told me that they do not know the answer! I am also told that they will request that someone call me back which they never do. I need some help and need to know who to report them to.

We sent Cenlar large sums of money to pay off all but a very small amount our home equity loan. Instead of applying the amount we sent to principal, they kept all the funds into "suspension account" for an entire month and still continued to charge us interest and FEES! Our principal balance did not go down, and they continue to take out funds from our bank account as if we haven't paid anything. In the past 2 months, I've called 7 times and no one ever follows through and I can't even talk to a supervisor. They tell me that someone will call me back and they never do. I've spent hours and it is extremely frustrating. I feel like we are getting robbed and I'm helpless to stop it!

I know you don't have always have a choice of load administration but run from this company. Their website is basically useless, it does not have any functionality. They removed the 800 support line and get this, they want you to fax them? What are we in 1995? Their "new" website might as well be on AOL.com. They are a joke...

I have tried to get a verification of mortgage 6 times now and still have not received anything. I have stayed on hold all day trying to speak to a person and never get anyone. RUN from this company!!!

Cenlar was my mortgage broker in 2020 when Covid-19 lead to a countrywide shut down and lockdown. As a result I lost five projects and decided that I should file for forbearance. Cenlar was extremely difficult to deal with at the time but I eventually was able to file for it and I did confirm with various loan officers that this would be done in compliance with federal law and not be reflected on my credit report.

My mortgage was fine until CENLAR had the nerve to raise our payments because of the crappy escrow increase. There's not much of anything in Northern Collin County for them to raise our mortgage up like that. They have lost my respect, trust and business. I wouldn't refinance with them if they were Plan Z!!

My experience matches the rest of the 1-star reviews. After refinancing previous mortgage, I requested and was told that I would receive a final payoff accounting. Have made THREE requests now and still yet to receive that accounting. Customer "service" agents do not follow through on what they say they will do and most recent agent was very rude. You can't speak to a supervisor directly. They have to put in a "work order" for a supervisor to call you back!! This is the most incompetent mortgage servicer that I have ever encountered. Recommend you ask your potential mortgage company who they will sell their servicing to.

We sent Cenlar a large bank check to pay down our mortgage principal. Instead of applying the amount we sent to principal, they cashed the check and put it into "unapplied funds". Our principal balance did not go down at all, and we've paid the same amount of interest on the mortgage loan, as if there was never any additional principal ever sent to them. In the past month, I've called five times, and also sent correspondence requesting the amount we sent be applied to principal, with no response except "it's being looked into". Cenlar's customer service is very lacking, to say the least. Very frustrating. I feel like I'm being mugged and I can't do anything about it.

I accidentally send money to an old closed account still set up in my online banking. The account was with Cenlar and this happened in November of 2020 and I continuously call, I have sent faxes of proof of the transaction as they requested and no refund has come. No one will call me back and I don't know why they are keeping my money. It might be time to get a lawyer.

I would rate 0 Stars if I could. Little to no help available from this company. It has only been a few months and I already want to find a different company. Totally incapable of handling responsibilities on their end like paying my property TAXES out of my escrow account so I don't get letters saying a tax lien will be put against my home!.

This is the worst company ever. I sent in extra amounts on my mortgage payments and was told the amount would be place in a unapplied account. It wasn't. It was used to pay my escrow. Can't get any help from this company. The CSRs are useless and they never get a supervisor or manager involved. They lie all the time about fixing your problems and don't. This company should be out of business. I have no clue how Citimortgage sold them my account. Worst experience ever. One star is way too high.

Called in February 2021, agreed to the option of payments from COVID-19 forbearance put at end of loan. Was told to call back end of February to confirm underwriting approval. Called. They had charged off my account instead. Said they didn't understand why, but nothing they could do. Really?