Cenlar FSB Reviews

Horrible. I agreed to a modified loan that they offered. I lost my husband's income when he passed away November 2023. They agreed for me to miss 3 months and I would sign and have notarized the modified loan document. I tried to work it all out. I'm now being told I am in foreclosure for missing all the payments (3). They even claimed my June payment was sent back and my July payment was late. Nope, they're right there in my bank statement saying Cenlar accepted them, going through 2 days after I called.

HORRIBLE HORRIFYING HORROR. AFTER FOSTERING 4 children from losing both parents to drug addictions, I was granted 2 months mortgage payments from my local SALVATION ARMY AGENCY. CENLAR NEVER RETURNED THE FORMS TO COMPLETE THE TRANSACTION. Customer service were very very very unhelpful and couldn’t care less. They caused me to miss out on the assistance with the 2 months mortgage payments because of the June 27th deadline.

Subzero ⭐️ Cenlar is a deliberately deceitful and predatory loan servicer. Morgan Stanley is equally to blame for contracting with them. It’s been 7 months of incompetence and countless hours on calls. There is no possible way for me to summarize every mistake and failed resolution over the course of 7 months. Cenlar is still involved in a class action lawsuit brought by the Office of the Comptroller (Fed agency).

Horrible!!! The departments do not coordinate with each other, for a month I've been trying to resolve a payment issue that was misapplied. Several calls and all they say transfer you to a different department and no one is ever available there, then they'll say I've submitted a case someone will call you back within 72 hrs and no one calls. You call back and start all over again, it's so frustrating. Every single time, the person you call says, "Sorry you had to go through this. I will try to help you" then it ends up the same place as the previous call. I wish you could change mortgage company without having to refinance.

Bad customer service! I have been waiting for a reimbursement check for escrow overpayment since March 2024. Every time I call they gave me different dates to mail the check. Finally today they said the check was returned due to change of address. So I have to wait another month for the check. I wonder How they can mail the statements every month to address but not the check.

There is no customer service at all. The only number to call for customer service is a 1-800 number and after waiting for half an hour it transferred me to a survey to ask how the customer service was. I never even got to speak to a representative. They double paid my insurance payment on one loan and then jacked up my monthly payment by $400 a month on a small house. A bot online was all I could get to respond to me and it said that I should discuss it further with my insurance company. And finally on one loan of mine they changed the payment from $860 a month to $9,500 per month and it's been 45 days without getting solved. It was on ACH and it's screwing my business up.

Zero Stars. Consistent Poor communication since 2019. Inaccurate info given my customer service reps. This company cause so much stress and anxiety because the reps are all giving different information when I call in.

We are currently under contract to buy a house from a seller whose loan is held by CENLAR. Our escrow closing date has been delayed week after week due to CENLAR's unresponsiveness. First they were "unable to verify" the status of the seller's loan. The seller, our lender, and our mutual title officer have spent hours every day for the past 5 weeks trying to get this resolved. Most recently, after several hours on the phone, a supervisor at CENLAR verbally confirmed to our lender that the lien has been released and the payoff statement was faxed to the title company, but it never arrived and then CENLAR "couldn't find" the original form that was supposedly sent. It's been over a week now since they claim to have faxed the payoff statement and we still are unable to close.

This company is such a scam. They keep charging even though title sent them the payment in full and requested account closure. I have requested it to be closed numerous times and still 3 years later they keep charging me annually and won't close my account. Turning them in to the BBB and Consumer Protection.

CENLAR’s electronic documents system mistakenly associated an insurance policy with my mortgage, which resulted in the insurance I had for 10 years being terminated. I only discovered this when they started asking for proof of coverage and threatening to charge me for insurance during a period of lapsed. Despite acknowledging their error and refunding the money to my escrow that was paid to the phantom insurance company, they had the audacity to then start sending me notice requesting proof of coverage for the entire period that was covered under the phantom insurance or they would charge me for insurance they secure on their own. I have involved the Consumer Financial Protection Bureau for support, as I am at wits end between the stress they have caused me over the past several months and hours of work losses trying to resolve the matter.

WARNING - This is actually zero stars. Believe everything awful you've read here (and Google, and on Yelp). This is the single worst financial company you'll ever work with. So awful it feels like a scam. Basic things like calling customer service just don't work. They hang up randomly. The phone system feels like it's two decades old. When you reach someone, they're rude, like they hate their job and just want to get the conversation over with.

Never even by mistake take Line of credit from them.... They are a scam Company.... They will make your life very hard if you decide to close the Loan! They will Sneak in Almost $500 as some document fee, LEtter fee etc to close the account. I Dunno how these guys are running this scam even after having so many regulatory body!

Loan Number: **. Serve this later to explain a situation I had recently with loan mentioned above. We had a 60 days late payment on the mentioned loan which was opened on 10/2022 and I paid the full mortgage of 232,500 on May 2023, and a new interest balance appeared in the Cenlar account through which I made the loan payments; I immediately sent the payment of interest balance, and the next month, I checked the same account again and the balance had increased to 360 dollars, I sent the payment for 360 dollars again and Cenlar never accepted the payments.

This company has had my escrow all over the place. Never has my PMI been correct. At one point, I had past due six months. I was not all my money, and they moved to suspense for some reason. This took them a month to figure out as they threatened me with foreclosure. The worst part is that NJMF is the same entity; If you get down payment assistance or anything from them, you will wind up with this company. They have contracts together. It is like sleeping with the devil. I went to my bank and got sold off due to this.

Horrible company! After six weeks and more than a dozen phone calls, they still can’t seem to get the “internet block” removed from my online account. So I can login but I can’t see any details. Every time I call I get a different answer. I’ve been told it would be resolved in 10 minutes, two days, two weeks, yet here we are six weeks later. Terrible customer service!

Make sure loan company doesn’t assign you to Cenlar. Refinanced my house and Cenlar still hasn’t refunded my 9600 in escrow 7 months later. They claim they mail check but never arrives. Hired an attorney, Friday to sue.

As many others have stated, if a zero was possible, that would still be too generous. There are not enough words in the dictionary or thesaurus to accurately define CENLAR. I could write a book about the ordeal my wife and I have been going through since 2016! They are so incredibly inept and lack understanding that they hold people's livelihoods in the balance. They have lied and misrepresented facts to me. They refused to accept a letter of representation from my attorney (which included their form). They lost a check that I had hand-delivered and received a receipt for, then made me jump through hoops to figure out what happened to it (even after providing them with a copy of the receipt). They requested I stop payment on the check and obtain a new one. While I was doing that, they located the original check and attempted to deposit it. (3 months after I gave it to them) They have delayed sending documentation by 3 weeks. TWICE!!!

If I can give a 0 star I will, unfortunately I can't. This company cannot manage my ESCROW account. They don't know how to review a single declaration page of home insurance, sent payment where they not supposed to, and customer service is not existence. It likes you talked to a rep but whatever notes they made didn't go anywhere so nothing get done properly.

To whom it may concern,

My mortgage lender was switched to Cenlar not soon after I bought my house in 2020, and my experience with this company thus far has been miserable! Cenlar Representatives are horrible, unprofessional, and lack the skills needed to provide customers with accurate information on their accounts. on their accounts. I apply for a homestead exemption last year and was approved. The tax office completed documentation for this approval for a reduction in my mortgage several months ago and submitted that paperwork to Cenlar. I have been given the runaround and misinformation from Cenlar for months now, as they keep telling me they have not received the paperwork from the tax office, but the tax office emailed me exactly what documentation they sent over to Cenlar.

Try to avoid having your mortgage with this company AT ALL COST!!!! They allow their photographers to completely invade your privacy. I was almost in foreclosure, and I applied for their loan modification programs. I understood that they were going to send a photographer out to make sure the house was being occupied. When he showed up, he took pics of the outside of the house, he took a pic of my front porch (where my brother was standing) and he ran up to my front door, put his camera up to my screen, and took pics of the inside of my living room, where my children were in their pj's, and then quickly ran back to his car and sped off!

Cenlar changed the checks we have to use to access our line of credit. I found out when one of the checks bounced. They’re saying it’s going to take 3 weeks to get the new checks and they have no other way of giving us access to our money. I just bought a flip and was ready to go. All they had to do was provide the check. Now I have $80k in Cenlar checks to contractors bounce and I can’t close. They just cost us a year of payouts and put us $80k in debt with contractors. They can take my money via ACH but can’t send it any other way? Why does it take 3 weeks to print a piece of paper? Why can’t I use the routing and account number from the check to wire the funds? They just cost me $180k in one day and financially hurt our family.

Cenlar has no integrity. Citibank much to my dismay handed over my HELOC to this company. At the beginning of 2022 Cenlar unilaterally changed the process and would no longer accept a principal only payment until the monthly payment was completed. The account is set up with auto pay at the end of the month so if I have extra cash to draw it down for most of the month their unilateral change prevents me from drawing down the principal. This is a predatory practice that harms individuals at a time when interest rates have gone up. Would never recommend this company.

I've had the worst experience with Cenlar for the past 3 years. I would give them zero stars if I could. My original loan with a different mortgage company was sold to Cenlar...I had no choice or knowledge that this was being done. During the pandemic I lost my job and my husband and I were trying to find an option to continue paying our mortgage with paying a reduced amount monthly or other options that would keep us from losing our home. Cenlar gave us an option and stated that payments would be suspended during 2020 and the amount owed for that year would be added on to the balance of our mortgage...we would have an additional year to pay the balance off.

This is the worst company in America. How is it possible they are in business. There is no way this is a legitimate business. They made me miss my closing because they need 2 business days to send a fax?? Then 3 days later when I asked for confirmation, they said they mailed the forms not faxed them. Then I said fax them NOW!! They said it’s 2 day request to fax. I asked them to confirm where did they mail these documents. They said to you. At an address I don’t live at. Then I called and asked to speak to a supervisor and they said there is nothing they can do that I can’t do for you.. which means nothing.

Second mortgage sold to these people, paid off loan early. Now we are fighting over a 46 dollar filing fee to record the paid off loan. I finally agreed to pay the fee. They will not take debit, bill on line payment, check, they want wire transfer. I refuse to spend 40 dollars for a wire transfer to pay a recording fee that should be a part of their business. I was told to pay it bill on line which they never refused before. Now they refuse to take it. Us as consumers should have a say on how our loans are sold and to who. These people are wicked and should be shut down.

I have been trying to close an open account with CENLAR which has no active loan associated to it, for almost two years. I had a HELOC loan with CENLAR, which I paid on time and paid off, after which, I expected the matter to be closed. Not with CENLAR. There was some obscure form, which needed to be faxed, I didn't do that, they continued to charge almost $300 a year in fees, for "keeping the account open", read, doing NOTHING. This is predatory financial servicing behavior on par with some of the worst actors in the industry. I am surprised there is not a class action lawsuit against this company. Their BBB rating is 1 star, and they didn't even bother to respond to my BBB complaint.

CENLAR begins with a "C" - I can think of another word that describes them better... CENLAR are so awful it makes me wonder how they can possibly be in business. My loans were switched to them for administration, something I had zero choice in. They screwed up my auto-pay; something I had set up with my bank. I never missed a payment. When C updated their crappy website to one slightly less ** they forced me to reregister. For reasons I am still trying to discover they turned off my auto-pay and never told me. They said they called and sent a letter. I got neither, bear in mind this was during the pandemic. I lost my office. It was only when I saw my 850 credit score had dropped that I found CENLAR had turned off the auto-pay as I had missed two payments (NOT A WORD from CENLAR like, "Hey, your payment isn't working."). A truly dreadful company. Basically a bunch of C's.

All I wanted to do was remove my ex-wife from my mortgage. This process has been nothing less than a fiasco from the get-go. 44 days to receive the assumption package. Little to no communication w/ anyone despite trying to be proactive.

This company may service all 50 states but they their escrow and tax department are horrible. I talked to 7 people there. They finally told me they was not accepting my exa options. On my property. They screwed up escrow account not to mention they are now making is pay them 28,900 for a whole year that. That double what we are suppose to pay. Mr. Cooper and AmCap is better than them. They have horrible customer service and horrible ways of keeping record.

I’ve never dealt with an unorganized establishment such as Cenlar in my entire life. They ruined my credit for reporting my account delinquent even though I have made my payments on time. When you call, you get empty promises, you get “sorry sir. I see that it was an error at our end and not to worry at all 'cause it will be taken care of.” They have left me no choice but to contact my lawyer and take a legal action…Enough is enough.

I was one of those unlucky individuals where my loan was sold to Cenlar from another bank. Dealing with that transition was nothing short of a nightmare. Cenlar kept insisting I owed them a payment when that payment was made to the bank they bought it from. You'd think they'd work thru the other bank to get their payment BUT NO. THEY HARRASSED ME FOR MONTHS after explaining in at least 15 different calls (Not exaggerating. 15 times they kept asking for that payment.) It was as if no one in Cenlar talked to anyone else in their organization.

If whomever provided your mortgage sells it to these shysters, dump your mortgage immediately and never do business with whomever sold your mortgage to these incompetent fools! Cenlar is a nightmare to deal with. Constantly providing inaccurate information, misapplying payments and making a nightmare for homeowners. The proverbial cherry on the top is.. I sold my property almost 3 months ago and am STILL waiting for refunds of my escrow accounts from these incompetent, worthless fools!! Stay Away from CENLAR the incompetent mortgage service provider!

I would NEVER use or recommend this company. They have horrible customer service and will continue to charge you annual fees even after the loan is paid in full and closed. They conveniently lose paperwork or never send it to you causing your loan to incur hidden cost and fees. Trying to work with them is a complete nightmare.

I recently had a very poor experience with Cenlar. I've had a Home Equity Line of Credit (HELOC) loan with them for a few years, and I set it up with auto-pay. This past month they withdrew an extra $425 from my account, and when I called to question this they explained that they charge a $125 annual fee, but had not made that part of auto-pay for the past 3 years, but for some reason decided to take the 3 x $125 this month. This caused me to review the loan in more detail, and to shop around for alternatives. I found a HELOC loan from Citizens Bank that has a 2% lower interest rate, and only a $50 annual fee.

Had a phone call from a customer representative and he used profanity called me a broke **. Started laughing and hung up! This cause me to have a nervous breakdown!!! How can a mortgage company allow this type of behavior!!!!

Cenlar took over our existing mortgage loan in February 2023, even though the previous mortgage company and myself submitted all proof and bank payments that we were paid in full on our mortgage until March 1, 2023 Cenlar is demanding a payment for February even though we have provided all documents that it was paid prior to them taking it over, every month they say we are 30 days late even though I continue to pay my payment on the first of every month. Since they didn’t directly receive a February payment to them directly they are saying were constantly late and sending demanding delinquency letters.

Cenlar did not apply payment to our account but held the check. They then charged per diem until they received additional amount. The account should have been closed but when they had not turned off the auto payment and withdrew, without consent, money from out personal checking. It has taken over a month to get that money back from Cenlar. We spoke and messaged through their portal numerous representatives with little to no help. We will never use Cenlar again. We highly recommend to find a different company to do business with!

This is the worst company I have ever dealt with. They talked us into a Covid forbearance, assuring us that after it was over we could streamline the loan and probably get a lower interest rate. They then denied us for the streamline loan because we hadn't made 6 monthly payments in a row (the payment I called to make would've been the 6th but the person told me not to make it because of this "new program"). So they tell us we have to modify the loan. Okay. Packet one mailed. Unbeknownst to me they didn't receive it. When I called a month later they tell me we are in foreclosure! So I send the packet again by fax. I call two days later. They can't accept it because some of the documents are expired. So I REFILL out everything, send me documents and resend it.

This is in regard to fire damage to my home that occurred on 3/17/2022. As with all fire insurance claims, the insurance company releases payment to me & my mortgage co (Cenlar) to be kept in an escrow account. On 2/7/2023, I requested a progress inspection by Cenlar. Funds were supposed to be released to pay my contractor to continue work. As of today, NO ADDITIONAL FUNDS have been released. I have called Cenlar every day since 2/28/ 2023 asking where my funds are only to be notified of different excuses why funds haven't been released. I am still waiting on funds and now my contractor has ceased to continue repairs until funds are released to pay them. To date, I am out $39,000 of personal funds I paid the contractor for work done in February 2023.

I had a HELOC loan with Cenlar and not only did they not disclose hidden fees such as annual fees but put it on monthly bill and although I was an autopay and seemingly paying the "fee" it kept showing up monthly on the bill and kept inquiring why (7 attempts) with no response. Turns out even if you have automatic payments they won't accept online payments of the annual fee-you have to call separately and pay via phone for an extra fee. I decided to transfer my loan after several issues with customer service. I tried to pay off the loan online and they wouldn't let me. Required a wire transfer for a fee, ofcourse, and also required you to FAX a signed document- wont accept online. They also charged several miscellaneous charges such as recording fee, loan ending fee, etc. Customer service was the rudest I ever experience. Glad I'm not a customer anymore. They will charge you extra every chance they get.

I have an overage of $4000 in my escrow account for my mortgage. Upon further looking, they claimed they mailed a check for this amount. This never happened. Since I never cashed the never received check I complained about, they keep putting the $4000 into this escrow account from year to year. Should be illegal. They apologize but continue with this foolishness.

Here is the detail. The Sept 2022 payment was made from two sources, which the company didn't accept. However, since this was a court related issue we made a conference call between Cenlar and the two of us (payers) and the customer service accepted this one time payment from two sources as an exception. Then I paid the October 2022 payment from a single source over Cenlar automatic payment system. When I check my online account around last week of Oct 2022 I saw the payment of both Sep and Oct was not honored. I called Cenlar customer service to know why. She said that the payment was not authorized by my bank. (I pay directly from my debit account). I called my bank and asked why it was not authorized. The bank replied that they did nothing and the payment has been processed as requested. They gave me the special number associated to the completed payment.

Right now I'm am moving after being evicted from my home I've been in for 25 years, I remodified my loan making payments and then I got my check returned and then I get a knock on my door from some guy telling me my house is being auctioned that morning no notice never served and now here I am. I filed with the FBI and other agencies. Now I have to move until it's resolved.... BEWARE OF CENLAR.

I got a loan for a duplex and that company sold my loan to Cenlar. Truly disturbing. In the middle of November, I received a demand letter for payment on my loan. I never heard of the company and thought it was a scam. I called my company and informed them they had been hacked and then they explained to me they are the new company. Tonight on 12/13/2022 Justice the manager verified they did Not send me a welcome letter. My original company took my November payment. They informed me Not to give Cenlar any money or any information as they will send everything to them. I thanked them and moved on.

CitiBank mortgage gave my loan account to this incompetent business. Can't cover all the problems because I'd could write book. When calling customer service about a simple question or answering a simple question, I've literally been put on hold for hours. Then if they couldn't answer one of my questions, they would just hang up (at least 5 or 6 times).

Citibank was my initial loaner. Without any explanation, they moved me to CENLAR and it has been a nightmare. Cenlar bought a propriety insurance for me, because they do not accept the ones I have with the building association, which they have accepted for the last ten years. When I contacted the supposed company from which they bought that insurance, it is a company that offers you a $ 100 reward from Walmart. That company doesn’t exist. Now they are charging me late fees for three month because they are not accepted my regular payments. They are asking me to pay 700 dollars more per month. Cenlar is also charging late fees on top of everything. I applied to another leaner and Cenlar gave such a bad review that I was unable to move away from this Company. It is a real disrespectful service what Cenlar does to its clients.

This company is so unprofessional, does not communicate and will sit and sit with excuse after excuse to give you the run around forever more until they claim they do not have what they need and your home is now facing foreclosure. These crooks know what they’re doing and someone needs to be audited instead of taking people's hard earned money and homes a way to benefit their own.

I got away from CENLAR 2 years ago. But I told myself that I would continue to post negative comments about them. It was so bad for me I could not even get a payoff quote when I got ready to refinance. I could go on and on. But in short, it's nothing but gross incompetence! And I also say, shame on Citi Bank for partnering with such a lousy company! It makes me never want to do business with Citi Bank either.

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?

I have two houses with different mortgage, but both under the Loan Administration management. They made a mistake to send wrong insurance (loan B money paid to loan A insurance ) in Dec, 2020, and they can NOT even correct till now. It's over 4 months, and I spent hours and hours to call, explained the problem to each CSR again and again, and every time I was told that'd be fixed in a few days. But it NEVER! Not able to talk to manager or supervisor, my phone just got shut off in the middle of waiting after I already spent 45 + minutes waiting, explaining, requesting, then NOTHING!!

I have contacted and spoke to customer service over a dozen times to request urgent documentation related to a pending refinancing transaction. Cenlar repeatedly responded late or not at all. When they do respond, they send out the wrong information. I have asked to speak to a supervisor each and every time but nobody returns my call. To add insult to injury, it takes almost an hour to get through to a live customer service agent. I had the same lack of results speaking to a "live chat" agent - who literally ended the chat mid conversation. I even tried the online messaging center. The answer is always the same - Cenlar sends out the information they choose - which is NOT what I asked for or need - or simply doesn't respond at all!

This story is like everyone else’s. No customer service, waiting hours on the phone for any type of assistance and no one knows anything. Citibank is responsible. First I’m going to the attorney general and then I am going to place as many ads as I can to get a class action against this company that is trying to swindle thousands of dollars from hard working people!

My home mortgage was sold/taken-over by Cenlar in February 2020. After making regular on time payments for nearly a year with additional partial payments twice monthly, in December 2020, the company returned 1 of my electronic bank drafts which was in excess of the required scheduled monthly payment. I called in January telephone and spoke with a company representative, I was informed that Cenlar would not accept any partial payments.

Due to Covid 19 I requested a forbearance for my mortgage and was approved. Only 1 payment was missed during this approved period and despite promises I could apply for a deferment, which I have had to do 3 times, I am harassed DAILY about a late payment. No answer to my request has been given and every representative gives different info. No managers can ever be reached, no calls are returned, and no information in writing is ever provided. Representatives are rude, ill trained and do not know how to handle simple requests. I would rather saw off a toe than deal with them another day.

I am in the middle of applying for a new mortgage on an investment property and was informed by the lender that my previous mortgage company; Cenlar, reported my payment late in June 2020. [During this time I was on Covid forbearance and also transferred to PennyMac.] I called the number from the credit report, waited on hold for 56 minutes, and was told to send my bank statements and credit report to customerservice@loanadministration.com which I promptly did. I received an automated email back stating they could not assist me through email and to log onto their website and speak to a rep through their chat. I promptly did this. I was informed that they could not pull the email I sent and I would have to fax the documents.

It has only been since November/December 2020 that I've had a bad experience with this company. I don't know if something has changed within their department for such harassment to be occurring. Example: This December, I received an automated call on a Saturday that I need to take care of my December payment. The recording gave me an option to set up a payment arrangement, which I made for the following Friday. It made NO difference, I continued to receive calls almost every 20 minutes throughout the day. I called to find out if there was a possible glitch in their automated system and I reached a gentleman who was very nice, he apologized and said he would make a notation. That day and Sunday was fine---then come Monday, it started again with call after call after call...

Cenlar Loan Administration is Horrible Horrible Horrible. That is not subjective. However, the bigger issue is with the lenders/banks passing on their servicing shortcomings to Cenlar knowing they are terrible (In my case Citibank). Don't let your lender do the Pontius Pilate and wash their hands saying they no longer service the account and have nothing to do with maintaining the level of customer service care. Not only did they promise you at the time of account origination, and you expected, but as required by Mortgage Servicing Rules under the Real Estate Settlement Procedures Act (Regulation X). Hold your lender accountable as they ARE still accountable. File a complaint with CFPB. Easy to do online. They won't do much but enough complaints may accomplish something. Nothing you can do with Cenlar, they are just a mess. Period.

I pay my mortgage during the first week of the month. Cenlar has assured me that while they consider it "late," after the first of the month, it is not reported as such to credit bureaus until a payment is 30+ days late. Yet my credit report, which is otherwise excellent, shows 25 late payments! I am trying to refinance (not with Cenlar/Citi) and as a self-employed person, this can sink me.

I didn't start through Cenlar, they just happened to buy my mortgage out. In October they did an escrow analysis to anticipate my next year's taxes, and my mortgage payment has now increased by $283 a month! When I bought this house in April, there were some back taxes owed on it from the previous owners. Those back taxes were paid at closing, but because they had been relieved onto my town tax bill it made the most current bill look much higher than normal. Because of that, someone in Cenlar's tax department that analyzes the escrow accounts used that figure to determine my next year's tax bill would be $2,317 for the year when in previous years they've never been over $700 for town tax.

I recently took a loan which Cenlar administers. I registered on their portal and set my loan up for 'Autopay'. I could write a much longer email, but the short of it is: they sent me an email on 10/23 indicating Autopay was setup and ready to go. So, I assumed it so... Finally, today (12/14), I review my account and see that Autopay did NOT draft the November or December amounts... I immediately paid and then researched to find out why. On the website, buried at least 4 clicks down, and seemingly contradicting the email sent to me ('Account Management'/'Document Center'/'Other'/then find 2 messages - related to the setup (on 10/27) and the late payment notice) - I find a notice indicating December would be the 1st payment. Great. Thanks for burying this on the website and not sending it to me, but instead sent me an email on 10/23 indicating all was set up and active.

These people are horrible. First, I wait 2 hours to get on the phone with a rep to be told that they would be happy to help me and would email me the info I requested within 24 hours. 72 hours later we still haven't received our payment history. Their mortgage website doesn't allow for you to print off your payment history. I'm at the end of refinancing my mortgage and paying them off but For the life of me can't get anyone there to help. I wish I would have seen the reviews of this company before taking a mortgage with them 9 years ago

Worst customer service! They changed my mortgage amount, again, without telling me why. They send a "short payment notice" letter after the payment was received as a partial payment and considered late. They don't reply to messages on their website. They don't answer question on their chat service, and disconnect without follow up emails. When I called for a physically address to send payments to they acted like it was such a hassle for them to give me the info. Their website changed once a year and required a whole new registration process each time, bad sign they don't know how to roll over their customers to a new platform. Worst customer service for the past 3 years my mortgage has been with them. If I had a choice I would bank with someone else.

I had NO ISSUES making bi-weekly payments to Citimortgage. Citi now has Cenlar handling payments. I added Cenlar as a bill-pay from my credit union checking account, to be paid every 2 weeks to them. Worked fine for about 2 months. Then I get a refund of my last payment, saying they don't accept drafts from banks or credit unions. So I filled out their paper to allow their bi-weekly payment program. That worked fine for 2 months, and then they stopped taking the payments out of my account. I logged into loanadministration.com to figure out what is going on, and the site says I am behind a full payment! I printed out my bank statement, showing all the payments I had made, and to show them that I was up-to-date with my payments. I pasted the bank transactions into an email on the loanadministration.com website, along with asking why my payment had not come out of my checking account. No reply from them...

We are trying to pay off mortgage. We pay monthly via our Citibank eBanking account. We tried to use this or our ACH capabilities... BUT Cenlar requires a physical certified bank check. This requires us to go to a branch which is not recommended since we are elderly and immune system compromised. And, since Citibank closed our local branches, requires us to drive over an hour each way to get the check. Customer service took forever to respond and provided no help whatsoever.

This company has been nothing but difficult to work with. I've never had a company make it so difficult to pay them money before. 90+ minutes on the phone and 5 transfers to other departments to try and get something resembling service. Their automated systems don't always recognize your key pad input. It's as if their desire is to make you angry enough to hang up. It's infuriating. Call your mortgage company and demand they never allow this Cenlar to have anything to do with your loan and if they do, refinance away from it immediately.

Customer service is nonexistent. I had ID theft and had to change my checking account. After I diligently changed my checking account and made a payment on their horrible website they defaulted to the previous checking account. Well, that account was closed and instead of calling or emailing me about late payments they sent letters to my box that I hardly check even though I’m PAPERLESS! Fees incurred and now credit affected. I’ve filed complaints and called several times spending hours on the phone (mainly on hold). I’m going to pay off this loan and will NEVER do business with them again. I’ll also continue my crusade to let others know. STAY AWAY!

I have been a forced Cenlar customer since Citibank decided to sell their loans to Cenlar. Anytime I have needed information, their website, that looks good, is completely dysfunctional. Their document Center is always down and the quality of the customers service reps borders complete incompetence and no desire to help. They are closed on Sundays and apparently after 5:30pm PST during the week which is the phone message I get. I have made "17" calls in the last two months (8 in the last 7 days) just to try to get copies of my mtg statements as I'm refinancing again and I still do not have them. I have work with their chat function and finally got someone to respond who said he'd mail the statement (over a week ago) and I have still received nothing.

Why is this company still allowed to do business anywhere in the US? What is Consumer Affairs doing against it? Are you reporting this company to the government? There is not one good review about them....Anyone here filling a lawsuit against Cenlar and Citibank. Citibank is as guilty as it is Cenlar. They should know by now that Cenlar is a crooked company....It is impossible to get on the phone with anyone, and if you are lucky to get someone on Chat, they take 5 minutes to respond to one simple question and if you ask them a hard question, like, "Where is my money," they just disconnect as it just happened with me right now....Anyone, any idea what should be done with this disgusting company?

I have had the worst of experiences with the company. The company transferred my mortgage to Aflac star, a bank to which I have paid the entire mortgage. I have asked Cenlar, waiting more than 10 times for hours on the phone, to issue me a SIMPLE LETTER stating that I do not have any pending payments and that I am not in forbearance program. I have waiting three weeks for that letter (the letter require two lines) and no official has sent it; all the time (more than 10 representatives) they have indicated that I will receive it in 24 hours.

It has been a nightmare working with this company. Mistake after mistake. No supervisors are available to resolve anything. I have been hung up on many times, told lies at other times by highly untrained and misinformed staff. They are playing with our livelihoods. This can’t be legal. Who wants to join me in a class action suit? All the one star reviews must mean something is horribly wrong.

My Citibank HELOC servicing rights were sold to Cenlar. We were not happy. When we had storm damage the insurance co sent the check to us and Cenlar. We had to then send it to Cenlar to endorse so we could deposit. It was like dealing with a black hole!! Every rep had a different story. They lied and lied. Since the check was $57,000.00, they would only send $40,000.00 and then the remainder. Good luck with that! It took me 6 weeks to get the $40,000.00. And only after 2X a day calling during the 6 week time. Then they send an inspector. He came and saw 90% of the work was done and requested full balance to be released. They just told me only half that would be released and it would take a few weeks. The balance would be released after another inspection. They are awful.

Updated Review on 11/13/2020: Having Cenlar as my mortgage servicer was so painful! It took them 3 months, about 6-8 times of sending them the Budget Draft form via email and help from a customer service rep to get the program started. I started the process by filling out the form in June and it was finally started on 9/4 with the first payment.

No surprise here: majority of reviews is one star, and it is too generous... Ever since Citibank transferred the servicing of our mortgage and HELOC to Cenlar, it is nothing but non stop trouble. Cenlar is "old fashioned" (in a bad sense organization) that doesn't care at all about their customers, and has unwritten policy to completely ignore any and all requests. Want to call them? Good luck: spend 30-50 mins on hold, and then never get a direct answer. Want to message them from website? Sure, go ahead. They never reply. Email them any request? Same thing, completely ignore.

My insurance was non renewed so I bought new insurance through the CA Fair Plan. CENLAR refuses to accept it and refuses to tell me why. They are forcing to buy their insurance in addition to mine. They will not tell me why my insurance is unacceptable to them. In fact one of their letters to me indicated that if I call customer service I will talk to the company that does their forced insurance. Those representatives have no insensitive to help. They stonewall you and nothing gets solved because all they care about is taking as much money from you as they can get away with.

I refinanced my loan in December 2019 with Citibank and their loan servicer is Cenlar. What a horrific experience they have been after I refinanced with someone else in August 2020. It has been 60 days since my loan was refinanced and moved to another lender and I am still waiting on over $6500 in escrow funds to be mailed to me. They claim they sent the original check towards the end of August and it was returned to them (perhaps if they used certified mail this wouldn't happen). Now I'm waiting on the check to be sent again (as of October 6, 2020) after they told me two weeks ago it would be mailed by October 2, 2020.

After being on a 3-month forbearance as a result of COVID the process of getting off forbearance and even making a payment was impossible. YES. Impossible. They blocked my ability to make a payment via their website. I was told I would need to call to make payment moving forward. Well... I have been on hold now on Friday mid-morning for now 142 minutes and counting. Over a month ago I sent several emails to Cenlar via the website. Never received a response. The first time I did get through (VIA phone) I was told one thing about the monthly payment but the correspondence I've been receiving from Cenlar states my loan is not in default and foreclosure proceeding may begin. AVOID DOING BUSINESS WITH CENLAR.

If I could give 0 stars, I would. Every time I call, I am on hold for at least 45 minutes before I'm disconnected and have to call back to start the process over again. They consistently lost my insurance information and requested it several times, each time threatening to cancel my policies or replace with a more expensive policy. When I tried to close out my account and paid in full, they said I owed over $600 to reimburse them for a more expensive insurance policy they purchased, even though I had adequate insurance to begin with. Stay away from Cenlar!

When I opened the Citi HELOC account, I was told there's maximum $500 early termination fee, and now they transferred my HELOC account to Cenlar, the rules completely changed. And my nightmare started. During my first re-finance, Cenlar asked 45 business days for their sub-ordination preparation. I had to submit $500 extension fee because of their delay.

I have been dealing with this company for a year trying to get them to mail me monthly statements. Your whole time online is over an hour sometimes two. They lie to you. I have mailed documents that they asked for and they still don’t keep their end of the bargain. In order for you to speak to a supervisor you have to make an appointment. The appointment is 24 to 48 hours before the supervisor will call you back. Cenlar is the worst loan company there is out there.

Since Citibank transferred my mortgage and HELOC to this company, it has been horrible. Communicating with them is incredibly frustrating. Their website was incredibly cumbersome from the beginning and the new website is no better. The phone numbers on their website often do not work, which makes me wonder if they have internet phone service. A few months ago I reached someone after a long hold and I was surprised at how uninformed and unhelpful they were -- it was like they hired temps, no training at all!

Extremely bad company with bad customer service and poor management. While I was affected by COVID 19 crisis they put on Authorized Federal Care Act FORBEARANCE program for 3 months. While being on FORBEARANCE program CENLAR maliciously, incompetently and negligently reported me as delinquent and late instead of being current and on forbearance program. This was absolutely horrific because my credit rating was outstanding and never been late with my commitments ever. They sabotaged my credit and would not respond and or apologize and or take any corrective action to resolve the issue. Please stay was from this company. They have no customer service and they lie and cheat. CENLAR has no customers or publics relations. They are hard to reach and do not respond responsibly.

Well, reading these reviews explains everything. We purchased a home in January and it was immediately sold to CENLAR. I'd never heard of them so I had no opinion. I started off paying an extra 200.00 in principal with each mortgage payment. Then I noticed, the full amount of the extra principal was not being applied. Instead it shows "other". No explanation, just "other". The payments are automatically made by my bank, on time, and the mortgage statement shows they were on time. So, I called the customer service number at 1877-909-6437.

1 month I have been calling and sensing emails to try to solve an issue where I need to pay, and they keep telling me to wait 3 to 5 days and then I will be able to do it, every time I call it is at least 30 min wait. And 6 emails not a single one replied to. DO not do business with this people. I am going to refinance and pay closing cost just to get out of this. They are the worst customer service in the planet

This company is worse than COVID-19. If you can somehow avoid this plague of a company do so. Avoid them like the plague. Terrible customer services, TERRIBLE!!!. BIG FAT ZERO STAR. Too many issues to list.

The only reason I gave 1 star is because it was required to continue. In reality I would give them a severe sub-zero rating. Cenlar took over the servicing of our Citi Mortgage loan in March 2019. The January and February payments were made to Citi that year. The first statement received from Cenlar dated March 2019 indicated that the February payment was not made and past due. (Cenlar does not provide statements for the months of December - February).

I've called three times totaling more than 3 hours and 20 minutes of hold or talk time. I have also sent a message while logged in and emailed an email address I was given. I've talked to six different people and am still no closer to a solution. CENLAR misapplied automatic payments that I've been making for years for the last several months. They are now saying I'm delinquent and won't fix it. I've even sent them a spreadsheet explaining how to fix the issue. 40 minutes on hold and I'm no closer to a solution.

I don't know why this company is still in business. I never picked this company; CitiBank dumped its home mortgages on this company, and they are THE WORST. It should be a criminal offense to stick homeowners with such a company. CENLAR regularly gives incorrect and inconsistent information, adds all kinds of mysterious fees, and the phone representatives are outright rude - poor people are definitely ill-trained and probably traumatized by being cursed out daily due to their company's foolishness. The owner of this company should be put in jail.

Unfortunately we had no choice to end up with Cenlar. Our loan was sold before we made the first payment. The loan was made under my spouse and my names and Cenlar only listed myself. When we tried to get the other name as borrower added, we were told that we had to refinance to do so. After paying thousands of dollars one month prior in closing cost. They refused to add my spouse as co-borrower. I was transferred 6 times during one call and was told there nothing they could do but would transfer me to someone who could. I was on the phone for over an hour, including all the hold times. This is the most incompetent company that I have ever dealt with.

STAY AWAY from this company!!! CitiMortgage sold the handling of my loan to CENLAR. May 2019, I had a balloon payment come due (approximately $10k). I reached out to CENLAR that I would not be able to make the payment (single mom and a teacher here) and they told me that I could apply for a modification. I immediately requested the paperwork. Completed the paperwork AND per the cover letter, I had the option to scan/email all documents. I made online payments for June/July but couldn’t for August.

I asked for a payoff statement of six months of payments. It included an administrative fee and a $200 recording fee and the principal balance. A usual personal check was tendered to make payment of the Outstanding Principal stated on the monthly Loan Statement and payoff statement. My check was cashed and the amount was not posted to Interest and Principal, but instead to a Suspended Funds account. I was informed that this payoff had to be in the form of a cashier's check. I also informed CENLAR I would not need the escrow account any longer which I set up to pay taxes four years ago. (26 years without an escrow account).

Citibank turned over my equity and mortgage accounts to this horrible company. I have never missed a payment on either account within the 5 yrs. I noticed on my bill an appraisal fee of $410 which I never requested or had done. When I called to inquire I was given several outrageous reasons why it was there by mistake and then a day later told my property was in foreclosure with no explanation how or why. They gave me a bogus Lawyer number in PA who never answer or return calls. This company is a disaster! And I believe something very underhanded is going on to steal from homeowners. I have now been forced to obtain an attorney. I will also contact the media to expose them. Homeowners be very careful doing any business with Cenlar! They are guaranteed to be your worst nightmare!

Citi sold my home equity line of credit loan to CENLAR about a year ago. I paid off the balance recently and requested they close my account. The customer service rep told me there would be a recording fee of $43 and statement prep fee of $60. Fine. The papers arrived today with an additional fee of $1481 for a Corporate Advance fee! The asterisk next to it states that "itemization of these amounts is available upon request. Please call to request and itemization." Why isn't the itemization included in the statement? I am not paying it. Also, the first page states that this communication is from a debt collector... What?? Unfortunately, I received this on a Saturday and have to wait until Monday to deal with this.

Please please know you are not alone!!! This is a first time home buyer’s worst nightmare. Don’t deal with the company. They lie to you and hire attorneys that are as dirty as they are. When you call you get different answers and nobody ever tells you the same thing. I jumped through all their hoops and they aren’t interested in helping anything along in a positive forward motion. They want my house and they are coming to get it. The wolf is at the door. I can hear it howling. They don’t care what the hardship is. They don’t care your age or your profession. They are wolfs.

After months of miscommunications and significant process issues around doing a loan modification for our second mortgage when it came due, Cenlar refused to repeal negative late payments on our credit history. From executives to customer service representatives, this company is a disgrace to do business with. They give you the runaround, sending you to multiple phone numbers, email addresses, and message boxes -- never really addressing your needs or issues. After being forced into business with them as CitiMortgage transferred our second mortgage to Cenlar a couple of years ago, I have never seen a more disorganized, uncaring group of individuals from top to bottom of the company.

Cenlar has just sent us a fraudulent letter on Franklin American letterhead stating that our loan is in default. I contacted Franklin American. They apologized and said that Cenlar has somehow got access to their letterhead sending this fraudulent letter to a number of other people as well. Watch out for Cenlar!

My wife had to talk to them after waiting on hold a long time since a letter said you have to request a statement for final payment to pay off the loan. It has to be a certified check or electronic funds transfer (but online bill payment does not count). It is weird how you can pay the bill with online payment, unless it's the final payment.

If you can somehow manage to avoid this plague of a company do so. Every single aspect about them is terrible. Nothing I have done with them has been done so smoothly. Avoid them like the plague! I called customer service in order to pay 50/50 every month to ease the financial burden and the rep said I for some reason cannot do so. This is my third home purchased and have never had an issue prior to these guys. I called back and the second rep said, "Sure. No problem. We will send you a form to fill out." That was a nightmare too. I called them again and the third rep said he didn’t know of such a thing and I said that I’ve been doing so with other properties for years. When I called back, the other rep said I cannot split payment and that I simply need to pay more per month. These people are the worst. If I could give worse than a 1 star I would.

Had a second mortgage through Citi Mortgage that was sold last year to Cenlar. I had a 15 year balloon mortgage. The balloon came due but while I was refinancing they continue to send me a bill for the monthly payments I usually pay. But they would not allow me to pay the monthly payment because of the balloon payment due so they kept sending late payment notifications to the credit agencies. By doing so that lowered my credit score and kept me from refinancing the balloon payment. Now they're trying to approve me for an unreasonable modification where you have to pay an unaffordable amount for 3 months then they will tell you what your regular monthly payment will be. Totally awful company.

I cannot stress how absurd this company is when it comes to their complete lack of customer service. If I call I wait for 20 minutes plus on hold. If I email, they never resolve anything, just requesting more information that I already provided. They took over our home mortgage and HELOC from Citi. I am signed up for auto deduction from my bank's checking account for mortgage payments. I signed on for the forbearance program due to impact of COVID 19. They gave me one month forbearance. Then they did not reactivate the auto deduction and in less than 12 days reported a late payment to the credit agencies. I am in the throes of having them reverse this absurd treatment of a paying client.

I was trying to make a payment. After many attempt lady that answer did not introduce herself. Said I have to call back later. When I asked why she hung the phone on me. I did not get to say the reason for my call. Yesterday the machine would not allow me to make payment due to high volume, I decided to have them call b back and they did not. I have nothing good to say about this company since day one.

I need customers in similar situation like me to file a class action lawsuit against Cenlar, I already have a lawyer we just need more customers. I contacted Cenlar back in March requesting help because of the pandemic, despite my request they're still charging me late fees, reporting my account to the credit bureau severely affecting my credit report which is illegal, Cenlar is aware that they violated the CARE ACT but they just don't care. I am suing both Cenlar and CitiMortgage because the original loan was CitiMortgage. Cenlar is just collecting the payment for them. Call text or email me if you need more details about this.

Cenlar is the worst mortgage company I've worked with and it's been a few. Ask them a simple request and they will essentially do the opposite. Ask a simple question and they will not read it but rather give you a stock answer several days late. Good luck to anyone who is stuck with them...

Cenlar has been the WORST mortgage company I have ever deal with. HORRIBLE customer service, they lie to you, they don't help you solve the problem and they withdraw money from your account without permission. They have you on hold for 40 minutes just talk to a supervisor and for NOTHING! They don't help you even knowing it was their mistake. I been with them for one month and I'm ready to move my loan to someones else. I will make a complain to the Attorney General's office as well.

They don't even deserve a zero. I have now called three different times. Been hung up on twice and then dropped while being transferred. Too bad that my HELOC was sold to them. Customer service is awful, hold times are in the double digits. Run away from them if possible. This company is TRASH.

Cenlar has been an absolutely horrible experience for me and my wife. Every month there is always something wrong with our payment even with auto draft. One month they will all withdraw almost $5000 then the next month nothing!!! We have called constantly trying to resolve the problem which never ever ever gets resolved. We are sick and tired of dealing with these people! This should not be that difficult but apparently it is for Cenlar. Perhaps they need to find another line of work because they are obviously too incompetent to do what they are doing now!

Our refinanced mortgage was sold onto them. But it has been very confusing. We were with Contour Mortgage with the same loan number when it transferred to Cenlar. There is an issue with the first payment I made by check. According to their escrow statement they did not receive it. I sent it in June but they are trying to tell me it was received in May and is listed as July. I have called them three times, written 5 times, talked online and still it is not resolved or properly accounted for. The missing amount is making the escrow analysis wrong and they want us to fund our escrow with an extra $1200. As soon as we can get out of this crisis we are moving our mortgage.

How do you get somebody with AUTHORITY TO LOOK INTO THE MORTGAGE PRACTICES OF CENLAR? I had to go through a chapter 13 reorganization, I did get a loan modification,however ever since it has been a total night mare with CENLAR. I had a lawyer send in money orders for 90 days, then I got the modification sent in the first payment and I have not missed a payment since, now they are telling me I am 4 months behind which is impossible because the loan modification is only 4 months old! Now they will not respond, and all they will say is I have to contact the lawyers representing cenlar!!! What a joke! How do you get a federal judge to look into this company???

I been dealing with the company for about 5 months trying to get my payments fixed since they raised my monthly mortgage payments without explanation. When they finally fixed it they deleted 4 months of payments I have already make and they also received and posted on my monthly statement but yeah still deleted from my actual account. I have sent them several messages and I have called several times and I have to wait over 3 hours without a response. When they do answer they keep transferring me and my call never gets to the right person.

Citibank turned my second mortgage over to Cenlar. It’s been nothing but a headache since. They are saying I missed a payment but I have not and have all the proof. You can never talk to the same person and nothing is ever solved. My idea is that we need to file a class action lawsuit against them. So I know there is more of you with similar issues. They have reported to my credit that I missed April payment. But I have a bank statement that says I didn’t.

I have an 80/20 mortgage loan which the 20% was with Citi Mortgage before Citi decided to hand over my mortgage to Cenlar Central Loan Administration, I went into my account on central loan administration's website and went through the payment process and what I thought at the time submitted my payment. So I checked my credit report and saw I had a 30 day past due report on my credit report. Which I have never had a 30 day past due report on my credit report! Turns out it was with Cenlar and evidently by mistake my payment had never posted.

I have had a second mortgage on my home (a smaller loan like 30k) with Cenlar for a couple years, they are completely unresponsive. Went to refinance and everything was all approved and a go but Cenlar would Not sign a subordination letter. Real simple. Happens all the time even written out for them just to review and sign. No response. Either they have no training or no expertise for simple subordination letters or they are fraudulently trying to have their existing clients default. I would avoid CENLAR at all costs. And don't expect to get through to them if you have any covid related financial difficulties either. This is a greed and stupid machine that will not survive long because folks will sue them eventually.

We have received 2 separate checks for $5. They arrive in an envelope with a small green slip of paper that says it is for "mortgage recording fees". We have never heard of this bank and neither has our mortgage company. The check doesn't have the normal appearance of a check. PLEASE do not attempt to cash it. If you endorse it and they get your bank account information, it would be horrible and very difficult to stop them from stealing from you. Who knows what kind of bad people are behind this ridiculous scheme.

I got a bill for my last mortgage payment. I paid the full amount on time (several days before the grace period ended). I got a letter saying that the payment was short and that they do not accept short payments and that they are returning the payment. They also charged me a late fee. I called them and said, "of course the payment is short. That's because it's my last payment and it is less than my regular payment!!!" They said they would rescind the late fee. I just got a letter from them asking me to pay the remaining mortgage plus the late fee. THIS COMPANY IS DYSFUNCTIONAL!!! I still haven't received the credit for the payment I made to them. SHAME ON CITIBANK FOR CHOOSING THESE CROOKS TO SERVICE MORTGAGES.

I'm so glad we're refinancing, this company is awful.

Simply put I have such a distaste for this company. Why did Citi sell my mortgage to this horrible company? I have a late payment on my credit report because of this company, which dropped my score 59 points! The only late mark on my credit report I disputed it with proof and it still remains. I absolutely hate this company! They get two thumbs down!

To make a long story short Cenlar is by far the worst loan company that I have had in the last 20 years. My Citibank loan was sold or transferred so I had no choice unless I wanted to refinance again. I would advise anyone that is considering using them to look elsewhere. My family lost our house in the 2018 Carr Fire. I had my insurance agency send me the equity in the house over $500k, and the loan amount went to Cenlar $187k. Cenlar, did not like me being the owner builder, and wanted all the insurance $ to be sent to them and then they would release funds as needed. When requesting funds, Cenlar approved sending $40k to start the build. The concrete on the house was $65k, requested an inspection at 50% complete.

I too came from CitiMortgage, I have never been late on a mortgage payment nor late in submitting information per a mortgage lender's request. However, a few months after the takeover of my mortgage Cenlar requested proof of Hazard Insurance. I submitted my declaration promptly. I followed that submission up with a phone call. I was told they had received the information and I was good. A month later I was charged for Hazard Insurance over $860. I have now spoken to a min. of 10 different people. I have resent my P&C insurance information to them a min. of 5 times. Almost every representative has told me Cenlar is wrong, there is notes within their system that these charges will be reversed.

I received a supplemental real-estate tax bill from my county. I called the escrow department at Cenlar to inquire how to have the bill paid from escrow. Person told me to send it to them to be paid. Person provided the address and I sent it, figuring it would be paid. A couple weeks later I get a letter from Cenlar stating, although there is $4000 of MY MONEY in the escrow account, there is not enough overage in the account to pay the bill (the bill was $1000). I did have an overage of $500 and they were sending me a check for $500. Said they sent the check 2 weeks ago. Still haven't received it. So after spending 2 hours on hold over three phone calls trying to get an explanation, I was told with rudeness, that they don't pay supplemental tax bills. Person said, it would cause an escrow shortage later on.

2 hours ago-Edit. I attempted to pay an additional $1242.27 in principle to this company on 3/2/2020. I had more than sufficient funds in my bank account on this date. On 3/6/2020 they issued a "returned payment reversal" stating I had insufficient funds in my account. I contacted Cenlar and spoke with a customer service rep, Darren, he stated it isn't their fault I had insufficient funds in my bank account and they will not reverse the fee and I needed to take it up with the bank. I then contacted my bank and they stated there is no record of Cenlar attempted to bill this amount. There is no record on my online banking and no bounced checks anywhere in their system. The teller also said that amount would not have returned for insufficient funds as I had more than enough to cover that payment.

Our present loan was initially serviced by Mortgage America and then sold to Cenlar. Since the sale, we have tried to apply for auto pay unsuccessfully for over three months! Keep in mind that we presently use 5 other lenders and to get into their auto pay system, they only required a blank, voided check to get the account number and routing number. Cenlar did not approve us because our bank account just had our last name followed by the words rental properties listed on the account title. They wanted documentation that it was a viable business account. We sent them a letter from our bank indicating this is our real estate checking account. They refused us again for auto pay and wanted another letter indicating that my wife and I are the signors on the account.

About 4 months ago I refinanced my home and they sold the loan to Cenlar. During these 4 months I have been having financial issues and as I try to reach Cenlar to ask for help, if I call on my way to work it’s too early. If I call after it’s too late. I have been on hold for 1 hour and 33 minutes and I’m still writing this review, while I hold. It not only today, it’s always a problem. I hope someone else buys my loan from them.

I had an insurance claim for re-roofing our house. It was covered by my home insurance company who issued two checks. The second check apparently exceeded the $40K limit Cenlar has so they required the money to be put into escrow. It apparently sits there since last year August. Cenlar refuses to release the check to me so I can pay the roofing company. Despite at least 15 phone calls from the roofing company and myself to Cenlar over a 6 month period to resolve this they still refuse to release the check with the amount that my home insurance company has already reimbursed.

I would never choose to do business with CENLAR, but Citi sold my mortgage to them. They're error-prone and their support reps - if you can get one to answer the phone - are poorly-trained and will often give you wrong information. After deciding we wanted nothing more to do with CENLAR, they billed us for the cost of multiple pay-off statements. (Why would anybody need FOUR pay-off statements?!) Seems like an easy error to fix though, right? Nope. Even when it's obviously their mistake, you'll end up paying, because you have no leverage and there's nobody in their customer service department that has the authority, ability or willingness to help. I don't understand how a company like this is allowed to be in business.

CitiMortgage sold our loan to Cenlar in February 2019 and it has been such an awful transfer for us. I have been told since the transfer that I am one month behind in my payments, but I have copies of every month's checks, showing Cenlar deposited our payment, every month. I've talked to at least 20 people in customer service department AND sent all my documents to their Research office in New Jersey, TWICE! Each time, they just send me the same "form letter" stating I'm one month in arrears!!

If customer service is important to you, steer clear of this company. I've had to utilize their chat service about 3-4 times for the SAME ISSUE, and EVERY TIME (despite different users "assisting" me each time) they've been super short with me, and after every answer (which half the time they're not even answering the question you asked) they ask, "Is there anything else I can assist you with?" and then almost IMMEDIATELY disconnect the chat if you don't respond within 30-60 seconds (and no, I'm not exaggerating); the chat window is conveniently not time stamped. Anyway, this company's customer service is garbage. I have chat transcripts for those that need proof.

CENLAR is dragging its feet to issue a refund of $19.99 they owe me. I've had to call several times about this. When they want money from you, however, they do not hesitate to take down several trees in order to send you tons of threatening mail. They do not care one bit about clients as human beings.

My mortgage was sold by CitiMortgage to Cenlar in 2018 and they have been paid in time. On 3 Feb 20 I received a letter from Cenlar stating I cannot use the phone, personal check or online option to make my loan payment. My privileges have been suspended for 12 months. I contacted them and to my surprise I was told I had three payments returned three times (3) for insufficient funds which is not true. I contacted my bank and found not record of this allegations. I called them back and this time I was told my payment was made with the wrong account number.

I was late on my mortgage and had to deal with the collections & Customer service department (I was hospitalized, but I take full responsibility for being late). I requested a letter so I could use the 401k hardship clause. It seems simple, right? Cenlar sent me a total of 7 hardship letters, the first four took 2 months and all 4 arrived too late to use (The IRS needs the letters to be submitted before the "pay no later than" date on the letter) so I asked if they could email them. They emailed me....1 statement (not even a letter), 1 Microsoft word document typed up by someone which didn't even have the letterhead from Cenlar, and one PDF of BLANK PAGES (they scanned it backward!). I finally got the letter I needed, informed them it takes 4 days to fund the money after approval from the 401K company. They said no problem, call back.

Never had such terrible service in my life! I got a mortgage with a fine company and they sold the loan off to Cenlar and they don't care about customer service! It's owned by Citi Group! I would never do any business with them in the future but it looks like I will have to deal with them for the next 30 year :(

I’m a realtor and short sale negotiator. I’ve been working with Cenlar’s since May of last year on a short sale for a couple who have massive medical bills because of his Guillain-Barré syndrome. They’re both elderly and now living with a child who cares for them. Cenlar took 7 months to approve their short sale after repeatedly losing the documents I sent them multiple times. Most banks assign a negotiator early in the short sale. We got one six weeks before the sale was approved in January. Then the buyer walked because the house had deteriorated so much. (This happens many times with short sales, so it wasn’t a huge problem. You just put the house back on the market st the approved price.) Got a new buyer, same price and terms. Submit for a buyer change for the approved short sale, and Cenlar says we have to go through the same process qualifying the sellers for a short sale- pretty much another seven month process.

The truth or shall we say my review of 2-13-2020, first off my loan was handed over to them from Towne Mortgage who is even worse after we had a verbal agreement that it would not, second they are nothing but a money handling company. If you have to pay them, Do it with a cashier's check. Never your bank account. So far since my loan started I was smart enough to enlist not only common sense but to take pictures of every check I send them and to make sure it is by signature confirmation. Do not accept their b.s. of saying you cannot send it that way to a p.o. box. It is your god-given right!

I would not recommend getting your mortgage with Citi because of Cenlar. My house was severely damaged in a fire, and it has been impossible to get them to release my insurance proceeds to rebuild. Including the large amount in excess of the mortgage. I have resorted to paying the mortgage off to be rid of this horrible company, and I cannot even get them to apply the proceeds to retire the mortgage (and return the large excess) in a timely fashion. They have made a terrible situation much worse.

This company has continuously screwed my escrow analysis. I have called three times for them to redo their numbers, as my taxes are incorrect, and each time the person on the phone tells me that the requests have not been put through. I have spent hours on the phone trying to get them to do their job and it has been pointless. I’m looking into refinancing with a different mortgage company. It is unacceptable to ask borrowers to pay more than they need to because someone is not doing their job correctly.

Updated on 07/06/2022: I'm in the process of getting my account closed by any means necessary. They are the worst. I had a number of complaints. I've had 80% correction only by complaining to the Better business bureau in NJ where they are headquartered...

This mortgage company is terrible! I have tried to reach customer service on various occasions, however, I've waited at least 45 minutes at a time and had no luck. Payments are not accurately reflected on your loan and they will report this to the credit bureau. This company should not be in business.

Been calling and emailing them about our tax statement and still have not received it. Not happy with them at all. Very disgusted by them. I called them and all they said is that it's been mailed out still nothing yet.

After months of failed auto-debits, failed alerts, and refused payments, Cenlar has slow-walked us into a mountain of legal fees and the threat of foreclosure. This is insane but I now think this is their business model. Now, I have to hire a lawyer to protect my home and my credit, which they are trashing by being absurdly incompetent. Cenlar blames Citibank. Says they can't do anything because they've sold the loan (a lie), and no one knows how to fix this. You'd think it would be accept my check, but no. This has never been about our ability to pay but Cenlar's ability to function. Horrible, dishonest, dysfunctional company. If you have nearly 30 years in on your mortgage and a bunch a sweet equity, you'd be wise to look out for these people.

My home equity account was sold by Citibank to Cenlar. No notice from either company. I don’t owe any money on this account and do not have an active loan. We only have a home equity account because our financial advisor said we should have one for emergencies. After reading reviews on another site about Cenlar, we decided we did not want to have anything to do with them. But it seems impossible to get rid of them.

My best advice is to please stay away from this company. They are so incompetent and don’t know what they are doing, it's ridiculous. This is the worst company I’ve ever dealt with, I say again this is by far the worst company I’ve ever had to deal with. No one knows anything and you’re being constantly transfer to different people who don’t know anything as well. So please once again stay away from this company.

I haven’t been able to speak with anyone for 2 days. I’ve tried both numbers provided and I only get put on hold. Been on hold for 4 hours total. Sucks when no one will speak with me and they have my house. More than discouraging.

I originally financed with another firm, who quickly sold the note the CENLAR. What a nightmare. CENLAR's recorded a different balance and effective transfer date than the original lender, and hadn't taken into effect the last payment with the original lender. They refused to acknowledge that they could have made a mistake, insisting the the problem had to be with the original lender. It look several hours on the phone with both companies, and certified UPS delivery of my documents for them to finally apply that original payment to my mortgage. I haven't decided if they're just incompetent or just don't care.

The CEO hoards all the money. It's hard to get customer service. They try and make you pay over the phone so it's $2 charge. Greg the CEO needs a lot of money to maintain his expensive lifestyle. And his underpaid and overworked employees tend to be mostly rude, I resent the day these ** took over my account. What a ** nightmare. I use to be able to walk to the bank and pay my bill. Now I gotta spend all day trying to log on, I still have not been able to add my second mortgage, no one at this piece of ** company and can figure it out either.

The folks at the call center are kind but NOTHING ever happens. I have been disputing lates on my credit report for a month now. I have made countless calls and emails and have been promised documentation that never arrives. I am going to end up being unable to get another home loan as the lenders want to see payment information from CENLAR, my banking information isn’t cutting it. Half the time when I call they cannot find the loan and I feel like because it was paid off that they don’t give a flying you know about getting me the information because they aren’t currently getting any money from me.

Purchased a home in 2019 and financed through Cenlar. As part of the my closing, money in escrow was transferred from the title company to the lender. My property tax was supposed to come from the funds in escrow but Cenlar never paid it. Now, when I try calling customer service, they tell me there is no phone number for the team that handles taxes and I should just email them. Dozens of emails later and there is no response and the taxes are still not paid. It has been nothing but headaches. I wouldn't recommend Cenlar to anyone.

They called me and asked me to call their office for an important matter about my account. I called them right away. I was very angry because I had spent more than 15 mins and I am still unable to talk to any human beings. I hanged up after 20 mins on the phone nothing. Then they called again next day. Same thing happened again. Then I tried to sign up the website. Everything set up but they stated my ID and password do not match. The phone message has a threatening tone and is very unfriendly. I do not like it although it has nothing to do with me. I believe it is not the right way to do business. They call me everyday before the loan date due. Do not have any business with this company. I will try to transfer all my account to other institution as soon as possible.

Citibank put my HELOC servicing with Cenlar in November. After reading the reviews, I refinanced with a reputable company. Cenlar added fees willy-nilly and received my payoff amount from my new company, yet they won't close my account. They tried to charge me $15 fax fees and still took a payment out of my bank account, even though they were paid off by my new company. Cenlar is a ripoff. Citibank should be ashamed to do this to good customers. I am worried about my 800-plus credit rating now because Cenlar is not doing what they are supposed to do by law. They should be sued in a class-action lawsuit. Everyone should file a complaint with CFPB Complaint Database so Cenlar does what it's supposed to do by law.

Additional issues with Cenlar. Here is what I know after dealing with this incompetent organization for 4 months: First of all Cenlar is a Mortgage Serving company, they do not own any mortgages. In my case my mortgage is owned by Freddie MAC. 90% of all mortgages are owned by Fannie Mae or Freddie MAC, and yes you cannot reach them to complain.

I had an issue on just making my first payment and I was transferred to 4 different people within the company. No one knew how to solve a simple payment issue. What kind of company makes it difficult to make a payment? Don't do business with this company. I don't remember the last time I wrote a negative review for anyone, but maybe this help them with their customer service. All you will get is the run around if you have an issue. I repeat - don't do business with Cenlar. I regret having a loan with Cenlar.

I refinanced my mortgage and now have to deal with Cenlar for mortgage payments. It took 3:30 minutes to just get to the prompt that refers a customer service rep and then after being on hold for 9 minutes, I got the most unprofessional customer service rep. Horrible experience. I can’t believe I have to deal with this company for the next 30 years.

This company should not be allowed to be in business. My mortgage lender sold me down the river to this corrupt company. If you ever had a choice, (which we all should have), do not use this company. I could give you a thousand examples of why to stay away. I’ll give one. I never had my escrow paid by them for property taxes. I called them about it multiple times and every time they said it would be taken care of. It never was. I had to pay out of pocket to keep from having a lien on my property. I became good buddies with the tax department because we spoke so many times on the phone.

Today was the last straw. I don't understand the lack of enthusiasm from the pools of employees at this place. spoke to a "Niasia" today (maybe it was even a fake name as she didn't want to spell it out for me). She lacked proper manners, and lacked customer service skills. She was practically fighting with me over the phone and continued to interrupt me when I was trying to explain what my issue was for the call. I felt like a child being scolded. I asked her for an address so I can relay the concern and she gave me a generic email (which I knew was incorrect). Another time I called and requested a copy of the taxes so that I can file my yearly and it never came so I had to delay my taxes to file. After several attempts to reach someone and request the form, I finally got it a whole year later!! The upper management needs to improve and hire better people.

I never had to deal with the customer service, until only 4 months ago. And OH MY GOD ... even after 4 months my issue has not been resolved. NONE of the agents are knowledgeable, all they do is TO GIVE YOU A RUN AROUND. They will not resolve the issue but have you keep calling every day and be on the phone for hours, they will transfer you from one agent to another and then they will ask you to follow up, call back for an update. And when you call back, the agent will tell you something totally different and the whole process/issue starts again.

I am so upset at Citi that it decided to transfer the servicing of its home loans to Cenlar. I had a first mortgage and a HELOC with Citi, both of which got transferred to Cenlar in August 2019. I had automatic electronic payments (ACH) with Citi but Cenlar managed to disconnect both of them during the transfer. This means that payments that were being made electronically were no longer made and I started receiving past due notices. I have called Cenlar at least ten times to get this issue resolved but here I am four months later and the situation is still ongoing, despite assurances over the phone that I am current and that the ACH is back on. Many customer service reps are rude, untrained, and/or simply unhelpful. I am thinking of getting new loans with another bank just to free myself from the servicing of Cenlar.

I have tried over and over again to register and then log into the Cenlar website. Each time I have tried to log into Cenlar, a message pops up stating that I do not have an account, even though I registered and entered all the required information and received a confirmation email stating that my account is confirmed. I then called customer service and I followed the female customer service rep instructions several times. Still no access. I was getting frustrated and so was she. I then asked to speak to the web technician and she said that Cenlar doesn't have one. Incredible.

These folks assumed our home equity line of credit from Citibank and promptly changed the agreed upon terms with Citibank from principal and interest to interest-only. We spent close to 8 hours on hold and being stonewalled by Cenlar - worst experience ever. Doing everything I can to warn others about the illegal practices of Cenlar: Do Not do business with them. Citibank washed their hands off the situation and was no help at all.

We have an equity loan through Citi where the customer service was not an issue. Unfortunately, the loan was sold by Citi to Cenlar right when we send a payout check, and Citi was in the process to transfer the loan to Cenlar. The correspondence with the payout amount got crisscrossed. The payoff information was not communicated properly resulting in the check to be returned. We were informed that at the payout amount was higher than what check was written for and in addition Cenlar will only accept a certified check. The recording fee of this instrument was cited to be $350.50. A month later after calling the Cenlar customer service my wife Annie ** was informed that this fee is now $705.50 There were a miriad calls to the customer service.

They got my loan in May, called me to verify my information then recorded wrong mailing address in file so I never received any document from. Good that my accountant reminded me or they will ship my tax document to an address that doesn’t exist! How hard is it to find that your client’s mailing address and property address are using different city and zip code! Plus they don’t reply to email, and their phone system sucks. It’s such a disgusting experience with them.

Has anyone filed a class action lawsuit against this people. My husband and I have been in our house for 25 yrs and never had a escrow account until these people took over. Our house payment is 381.08 and they keep telling me it is 543. I have all my papers from the original loan. We pay our property taxes every yr own insurance until they took over. I have seen where other people have had the same problems. I faxed them a copy of the original loan agreement with a copy from the tax office. So they answer the phone in customer service then transfer to escrow.

I was confirmed that I was enrolled in monthly auto deduction from my bank. But the company failed to deduct monthly payment and did not give any notices or letters that I owed the monthly and it was not deducted from my bank. After 30 days I received a delinquent letter indicating I owed late fee penalty and interest. When I called they said unfortunately there was not anything they could do and site doesn't show there was auto enrollment hence $550 penalty. I spoke with supervisor named Manuel and he was not able to resolve the issue.

I'm so sad that CitiBank transferred their home loan services to Cenlar. When my parents borrowed through Citi many years ago, we never have any issues with their mortgage. I'm a first-time home buyer and was hoping for the same thing; unfortunately, Cenlar took over. Yes, payment online is easy through Cenlar; however, if you need customer service, there is none. I submitted a request letting them know that my contact information on my loan is wrong, they "resolved" my request be responding to me, saying that my question was missing an attachment. How is that resolved? Sent in another request 2 weeks ago that hasn't been read. Trying to chat with their customer rep online and it's been 10 minutes without response even though it shows I'm currently "connected" wth? I can't wait until I'm able to refinance and transfer my loan to SchoolsFirst.

An absolute disaster to deal with. Customer service is non-existent period. In over two years they have yet to pay any escrow related bills on-time which always results in late payment interest charges. They have closed four customer service requests within the last three weeks without doing a single thing to resolve the unpaid property tax bill. It's amazing this company still exists and I pity anyone whose loan is acquired by this horrendous company.

Have not been able to login into my own account to view status of my loan or do any activity pertaining to my loan in the last EIGHT MONTHS and counting. My issue has been going on for the past EIGHT MONTHS. Nothing has been resolved nor have they tried to do anything to fix the issue. Every time I have tried logging to the website to pay my mortgage there has been an error, stating, "Sorry, you do not have an account for this website." Every time I tried to create new account, an error, stating, "There already exists an account for these credentials. Please try the 'Forgot Username' link or contact Help Chat."

This is the worst loan company for a home loans. BEWARE, their customer services is horrible. They do not answer questions about the escrow account and their employees do not have attention to detail. This company will have you lose your home if you do not keep track of your escrow. In my case, they issued the home owner's insurance check to the wrong insurance company. Then I notified them of the issue and they took out additional money from my escrow.

I am 54 years old and this is the absolute worst company I’ve ever dealt with. Cenlar took over our mortgage from Citimortgage last year. We recently had major damage to our home due to a storm, with a huge hole in our roof. Our insurance company paid us within two weeks and from there on out, the process with Cenlar went downhill. After explaining to them the situation multiple times, they were obviously more concerned about holding on to the money instead of turning it loose so we could get repairs started. Skip ahead 3 1/2 months, and they finally sent us a check to get repairs started. Do not do business with this company. We will be refinancing ASAP!

Loan was transferred over on 1/1/19. Finally was able to get my loan number today after multiple calls, a chat with a rep who said they "don't have my loan", and holding for about 30 minutes. Set up the online account, but now since my payment is labeled as "late" (was due 11/1/19, the transfer date), they have blocked me from making an online payment or setting up automatic recurring payment. So I call customer service back to make a payment over the phone - the rep transfers me to the wrong extension. Call back a third time, speak to another rep and say I want to pay over the phone. I'm unable to pay at this time because my loan is still "onboarding" - no clue how long that process takes.

I have had a serviced mortgage with CENLAR for over 5 years, and recently got a new mortgage that is serviced by them. CENLAR's system was having issues and would not allow me to access the payment site. This was confirmed by a rep, however, they still would not waive a fee for having the payment processed by an agent. I spent over an hour on hold only to be told "there is nothing we can do". I previously worked for a mortgage company that used CENLAR for subservicing, and am now embarrassed that we made our clients use them.

My loan was transferred to Cenlar from Citibank a few months ago. Literally, the worst company I have ever dealt with. Their statements don't make sense. The "transition" took two months and I had payments rejected. The company is too incompetent to be able to process a simple mortgage payment. Now it's escrow time for the new year. They are saying I owe an entire month's worth of escrow balance because THEY weren't able to process loan payments on time during the transition. Literally, you have one job- to collect my money. It's not that hard and I shouldn't have to run around making adjustments for your incompetence. Do us all a favor and get out of the mortgage business.

Updated on 11/30/2019: Called to get payoff on mortgage loan and was informed there would be $5 charge. They said, "I can give you the balance free." I told her I came look on my statement and get that. Gave her fax # to where I am trying to get refinanced. Informed me it will take 24 to 48 hours. I requested email too but was told they can not send an email. In fact she claims they can not send any emails.

I'm new with Cenlar. It has been 4 months now and I have been displeased with customer service and the time it takes to get a response. They have people trained to take your money efficiently and quickly. They are good at that, however these people offer little help with any other topic besides payment. It is when they pass your inquiry to the next level where issues start. Customer service takes working days to get back to you - yes days. If you can not find the information yourself be prepared to wait and accept the fact that you may not get a response at all. Finding help is a struggle at best. If you want people that will help when in need, I recommend you look for a elsewhere for a company. If your loan was sold to them, I'm sorry. I hope you have a better time of it.

We purchased a home with a recast mortgage which was sold to Cenlar. We had the additional principal to request the recast before it was even sold to Cenlar, however we reached our right away. They stalled, did not reply for several weeks, then stalled some more so that it was two additional months before the recast could be accomplished. We sent the additional principal in early July and requested in writing to cancel the mortgage insurance since we then had over 50% equity in our home. I have reached out several time by phone and in writing and only receive an automated email. This issue is still not resolved as of Oct 31, 2019.