Cenlar FSB Reviews

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.

My Citibank Loan was sold (Transferred) to Cenlar three days prior my monthly payment due date. I was not aware 'cause neither Citibank nor Cenlar had the courtesy of informing us with enough time to prepare. Had to learn all this at the moment of making my payment at my usual Citi Branch. Now nobody either at Citibank or at Cenlar knows what I have to do. Citibank at its end reject taking my payment. When talking on the phone with Cenlar they could not find me on their systems???? Who's responsible for all this mess? Citibank??? Cenlar?

The 1st year of my loan I sent in a check and clearly marked on the payment coupon to put in as additional escrow and it got put in as additional principal. The next 3 years I sent in a check and put a sticky note on the front and back that said please put into escrow. I also marked on the payment coupon additional escrow and every time they put it in as principal.

Those of you who are just getting loans from Cenlar, I hope you don't ever experience what we did. It's literally as close to a predatory lender as you can get. We've had problems since our loan was transferred to them about 5 years ago. When we sent in actual checks, they lost our checks at least twice. About 4 times a year, our escrow would go up. We'd spend HOURS on the phone trying to find out why. We were always told our escrow was in the negative. Well, now our loan was transferred to another company and our escrow payment IMMEDIATELY went down $80 a month because WE HAD TOO MUCH MONEY IN OUR ESCROW ACCOUNT.

My mortgage was transferred to Cenlar from Citimortgage earlier this year. The 1st month or so, same payment. Then, my payment went up about $10 per month. It wasn't on my paper statement, only online. Now, my payment apparently went up again, about $6 per month. Same thing-not on paper, only online. I have reached out thru their website, but I am not hopeful that I will get an answer. Why would they increase the payment when they haven't paid my taxes or homeowners insurance yet? What if I had chosen to pay by mail? Would they have attached late fees to the balance? UNFAIR COMP:ANY!!!!

The site is not user friendly. I have yet to be able to talk to a human. I am having a similar experience with my taxes. They had to make a double payment which left me with a deficit, but the money should have been there. I finally got on the website, but can’t get the info I needed so I emailed. I am going to refi to get away from these guys. Do yourself a favor and run!!!

One of the worst companies Ive ever had to deal with. Crooks who cannot explain why, 8 months after they acquired my mortgage, that my payment went up 85.00. Run away. DO NOT USE THIS COMPANY. I didn't have a choice in the matter.

I have tried to make my mortgage payment online but I am unable to locate the payment tab. I tried to download the app on my mobile phone, but I am unable to find one. I tried to make a payment through my bank but they have my account with Cenlar as nonexistent. I tried to make a payment through the automated phone line but I get connected to a live person every time since May. Now they want to charge me $9.00 for each transaction with a representative. I am forced to go through the representative because the automated telephone line does not work for me. In todays high tech world making a mortgage payment should not be this difficult. Still working on finding a solution without going through the old time writing a check and mailing it in. Claire

I am in the process of refinancing my mortgage. I needed last month mortgage and contacted Cenlar. I was put on hold for at least 20 minutes and then finally spoke with a customer relations person who said she needed to transfer me to someone else who can put in a request for my statement and I would receive it within 24 hours. Three days later; still no statement. I could tell the customer relations individual was disturbed by my request. I have tried to get my statement online and they are having IT problems. If financing isn’t tough enough; this company should not be in business.

I am very disappointed in Citibank for selling my HELOC to an incompetent company like CENLAR. Citibank themselves have handled the transfer of accounts terribly. I Will never take out another loan with them for that reason. First, all the notice I was given was a two week notice that the loan was transferred to a company I never heard of before with no follow up from either. Then when I call CENLAR was on hold for more than thirty minutes only to be quickly told that I will have to pay a $9 fee to make a payment. With more than 10 years at Citibank, never a fee to make a payment. Next, if you do it automatively it's $2. Tried that, didn't work.

The only reason I am giving this "company" (if that's what you want to call it), "stars" is because I had to in order for me to write this review. I would have given it a (-5) Stars if I could have or MUCH LESS! This company took over my mortgage about a year ago. Today is October 09, 2019. So sometime in 2018. Our mortgage was 756.00 monthly, (because we put down a very large downpayment, ($38,000), have GREAT credit and a pretty decent interest rate at 4.5%.

I hate the servicing of my mortgage was transferred here. First and foremost it is very difficult to get through the automated system. Then the hold time makes you forget why you called and that you’re actually on hold. I’ve called several times, left messages and IF I get a call back my caller ID says unavailable and I don’t answer. I’ve yet to resolve the issue I called about in the first place.

To call these people incompetent would be a compliment. It's remarkable how horrendous they are. They have held up my escrow refund check for OVER TWO MONTHS. Each time I call in, it's a different BS story. "Check was cut." "Check was not cut." "Still working on it." Meanwhile, nearly TWO MONTHS AFTER THE LOAN CLOSING, I am STILL WITHOUT MY MONEY. Filed complaints with OCC and CFPB. Recommend everyone do the same.

Updated on 11/01/2019: I requested a loan payoff for my housing loan. Without any notification from customer service representative I was charged $30. Then kept on changing four more times. Total $150.00. When I complained in their website I was notified complain was resolved. But nothing done. I pray I don't have to deal with this company again.

My mortgage was transferred to Cenlar last Spring. In a few months they increased my monthly payments due to shortage of Escrow account. I requested an explanation for where my Escrow prepaids from closing went, and they sent me nothing but a transaction history, which did not show sufficient balance from the beginning. When I tried to contact them by phone, I had to spend 1 hour waiting on the phone after which they hang up on me without any response.

Cenlar took over my loan from Citibank about a year ago (Nov. 2018). Since that day, they have done nothing but screw thing up. I had bi-monthly auto draft for 2 of my homes out of the same account. After 3-4 months of consistent drafting for both properties, they stopped drafting payments on one of my homes. I was out of town for a few months and when I returned, I received and settled my account. They are unwilling to remove the delinquency notice to the credit bureau. This company also has the WORST customer service!! They will leave you on hold for over an hour. They have zero answers for any of your questions and never get back to you regarding your questions or concerns. DO NOT USE THIS COMPANY!!!!

If you want to work with a Company with zero customer service or appreciation you found the right one. They fail at most other areas, but rank in the highest for no service. It is 2019 and to this day you can't email them. They give you a Fax# 843 413 7122, it very seldom works.

My mortgage with Citi never had issue. Since move to Cenlar, no services at all. I called on the phone. Was wait for more than 50'. Nobody answer the phone. Finally the people who is answering the phone but still cannot fix issue. She promise callback which never did. I call again again again. Enough. I am looking for a new loan company now.

Was catching back up with Citi mortgage after a hardship. I was two payments from current and my loan was sold to Cenlar. Ever since it has been nothing but a headache. They would not take any partial payments so I agreed to a 5 month repayment plan (this was the best the agent claims they could do). When I go to make a payment 5/24 the agent would not take it and tells me to resubmit the plan and call back in a week to pay. When I call back this agent says it is now a new month and the plan is expired (the agent did admit that the plan was received on 5/16 and that the last agent should have taken payment) But there was nothing they could do now to help out. Best option recommended was to submit a hardship package and see if the underwriters would approve and extended repayment plan, I was also told this would keep me out of foreclosure.

Zero Stars!!! Terrible Company!! Will be talking to BBB soon about their incompetence!! Since setting up my Mortgage Account online four months ago, I have not been able to make an online payment period. I've contacted Customer Service multiple times and send multiple questions through their "Ask A Question" tab, to no avail. They say it's my browser's problem. I've tried all browsers, and my phone, none can make an online payment.

I was in a loan modification thru Citi when they sold it to Cenlar. When I called in to make my payment they said I wasn't able to at that time because all of the documentation from Citi was not in their system. After continuation of attempts to pay my monthly payment they continued to deny my payment because of paperwork. After 3 months I received a foreclosure letter with sale date. I quickly attempted to remedy it by doing a loan mod thru them. They sent paperwork too. 14 days to get to me and I returned all documents within 24 hours - overnight red to them.

This week I received an unexpected check from Cenlar regarding mortgage loan recording fee. Check received last week of August and is dated for July 10. I do not have a mortgage or any other loan with Cenlar. Check looks like some kind of bulk print up check that might actually be a phishing expedition to find out where I bank.

I had been a Citi customer for 10 years before they sold my mortgage to Cenlar. I am in a 30 yr abated & J51 condominium...I have always gotten a escrow refund in July due to the overage and have NEVER had a shortage. This July I get a escrow statement from them stating that I have a shortage of over $400.00 (although they have been taking escrow money since April and Citi paid the Tax finance department ALL of the escrow money that was in my account before they turned it over to Cenlar... My $1200 yearly escrow payment is now $6100!!!! which they claim they got from the "county". I have repeatedly asked for this alleged "county" document and I have sent them the property tax documents that show that my 2020 taxes are $1150.00 after my abatement.

While shredding papers I came across a escrow disbursement check sent to me in 2017. Check never cashed. Sent Cenlar all my loan information to issue a new check. It has been hell trying to get them to stop payment and reissue me a new check. This has been ongoing now for over 45 days. Left messages for the president and Vice President, so far no callback.

Hi, I've been with Cenlar for at least 3 years now, I mail my payments in most of the time, money orders and checks. My last payment in July 1st 2019. I mailed a check for half my payment and a money order for the remainder. They sent back the money (1000) in a form of a check and cashed my personal check, and sent me a late payment charge of $101. I called them. They said they do not accept partial payments, but of course they cashed my personal check and did not know where it was? Very strange system, I went ahead and made another payment $2027.00. I sent them a copy of the cashed check, and of course at least 10 days for their investigation on the cashed check. Again very strange payment processing system. They consider a payment with a Money Order and a Personal Check amounting to the full mortgage payment, as none acceptable, as a partial payment. So fraud alert to my bank. Best of luck with this company.

My loan was sold three times in 5 months. Just like you cannot pick your family it seems you can't pick your mortgage servicing company either. A lot of people's reviews seem to have the same experience as I did when I kept getting delinquent notices for my property tax. After more than 7 months of confusion and numerous phone calls to the property tax department everything was finally paid and Cenlar paid all of the late fees and interest. However, they got the original bill in question in January and completed everything on July 31st. This is not good service and wasted many hours of my life on sitting on the phone.

I received a letter stating my property now requires flood insurance. I reach out to submit documentation I have that should remove the requirement. I sent in the documentation as requested and waited for it to be received. After 11 days, I call to get an update. I am told, wait three more days and call back to see if it was received. Since when should it take 2 weeks to determine if an email was received? All the while, the clock is ticking before they add their own flood insurance to my policy. Interestingly enough, the letter states their flood insurance is more expensive than obtained privately, yet flood insurance is supposed to be regulated with no variance in premium. Very poor customer service when the only solution offered is to keep calling back.

After 21 years in real estate, I sold thousands of homes. My experience with Cenlar, specifically, Andrea ** and Neal **, is by far the worst overall experience that I've ever had in my 53 years of living. Complete lack of empathy to the client and respect to me. It's hard to imagine that these people are actually paid to be this bad.

Citimortgage transferred servicing of my co-op mortgage account to CENLAR about two years ago. Since then the service has been appalling: long hold times on calls to the 855 number; misinformation from call center staff; promised callbacks from supervisors did not occur; long delays in processing payments, etc. Most recently, when I paid my principal balance in full I was billed for interest on that balance for an additional month. Call center staff were not able to explain why, aside from this just being "standard procedure". It seemed more likely to be a way for CENLAR to wring maximum revenue from the loan servicing.

We paid off a small second mortgage through CENLAR ahead of schedule within the past few days. Our original loan doc states no prepayment penalty. CENLAR is claiming there is a prepayment penalty, I'm guessing as a way of trying to make up the lost interest. This is after they billed us for and received $2.02. I also have the original introduction letter from CENLAR when the loan was sold to them (at that time a bal. of around $1000) stating that the terms of the loan would not be changed. I've sent them all the pertinent docs and will contact the Consumer Financial Protection Bureau and FTC if they don't drop the matter as well as perhaps a local 'watchdog' group. I want people to be aware that this company is capable of really predatory practices and that they are extremely unprofessional.

Cenlar took over my mortgage from CitiMotrgage. I have had nothing but problems. They are constantly sending letters, I received 5 in one day's mail, I have received as many as 15 in one week. They are always repeats. They have also hit my bank account twice. They are the worse company to deal with.

Cenlar acquired the 2nd mortgage on my house from CitiMortgage in February 2019 and then that is when all the trouble began! The payment of $118.25 was always paid on time and then they started tacking on escrow for insurance. I called them in March, again in May and again in July to get this corrected. In July, they refunded the payment saying it was not enough to cover the payment with the insurance escrowed - that was not supposed to be on there. I had to email the insurance loss payee clause again and again. They can never seems to get anything right there.

First I am a Short Sale Negotiator and never have I seen a place run the way Cenlar is run. The unprofessionalism comes from the top down to the bottom. Supervisors are of no help and come on the phone defensive when you are in luck to speak to one. Since talking to someone with authority in there, is like finding gold (very rare). The staff that answers the phone to give status are very limited to the info, so apparently this info is only from the CIA because Short Sale dept never answers the phone and never calls back. The Customer Service are rude and does not use tact, they have no intention in helping. They read from the screen and they dismiss you. LENDERS STOP GIVING CENLAR YOUR BUSINESS, they have no clue.

They will not recognize my disabled veterans low-income exemption from the county, haven't reported to the credit agencies ever and recently added a fee to my mortgage they claim is from the county yet I called the county assessor and they is no fee from the county. That's out and out fraud. Don't do business with them... Ever.

What is with this company?! My mortgage was sold from UWM to them this past month and they charged my account 3x (1st, 4th and 10th). I called after the first 2 and got a reversal and they assured me everything was fixed and all set for the next month. Obviously not. I had to waste additional time with my personal bank, refunding overdraft fees and such. Terrible company.

This is the first review I have ever written about any product or company. But, after the incredible experience I have had with Cenlar over the past 30 days, I decided to publish my first one. It started when my home mortgage was sold/transferred to Cenlar for loan administration. When I learned of the change, I copy and pasted the appropriate information from my previous lender into the required cells in the Cenlar website/system to enable me to make electronic payments each month. After a couple of weeks, I received notice that my monthly payment was late. I contacted Cenlar to find out what was wrong and was told that my payment had been rejected by my bank. I couldn't believe what I had heard as that hasn't happened to me in over 30 years of making mortgage payments on multiple properties, so I asked that they help me figure out what was wrong.

Just like everyone else my loan was sent to Cenlar from Citibank. I have been trying for months to get in touch with Assumption Department so I can remove my ex-wife's name from the Mortgage. I have called approx 10 times, 10 Messages thru message center, Certified letter and not 1 single call or email. Then they have the balls to reply to my message stating to send a certified letter and state SOLVED at the end. It’s not solved. I have not yet spoke to a human when calling them. This has to be the worse company on the planet. ** Citibank.

I refinanced my loan with Citigroup. Firstly Citigroup has the worst loan officers possible but since I had paid so many fees already, I stuck with the process. I asked for a zillion documents and kept on losing them and asking them again and again. Once processed my loan went to Cenlar for loan administration. After a few months I wanted to lower my monthly payments and asked the rep how to do that. He had no idea. I kept on shuttling between Cenlar and Citi when someone suggested I inquire specifically about recasting. Firstly there is no person within Cenlar you can talk to figure out how much money would reduce how much mortgage payment.

Every time I call these people they waste my time and frustrate me completely. They once left me on hold for an hour and a half. One rep couldn't even locate my account. Another posted my payment on the wrong account. The automated system won't take my payment and keeps transferring me to a rep who isn't there. At least they are VERY CONSISTENT.

Citibank transferred my mortgage with only about 6 months left on my 20 year mortgage. They have only made one payment correctly on my equity builder loan in 3 months: 2 payments withdrawn in one week(!!) with no recourse, no payment withdrawn when it was supposed to be withdrawn, payments not applied to principal (just "suspended" while my account accrues interest), the list goes on.

Hired an attorney yesterday to go after Cenlar. They are refusing to give out payoff statements after stating they would. Been several weeks. They are refusing to let me pay off my patents mortgage under $5,000 to charge my elderly parents more money. Run from this company.

I would not have given any stars at all as the whole experience has been terrible. I had been a Citi Mortgage customer for years and never had an issue with my mortgage. In April of 2019, Cenlar became the "accounting service" of my Citi loan. Prior to the transfer, I sent two payments to Citi requesting the first payment be reflected for March's payment and the second for April's payment. Citi cashed both checks and applied both to March's payment.

We requested a loan modification. Received the paperwork. Took a few days to review it. Asked for some payment information to be sent (which we never received) because funds have been inaccurately applied based on our bank transactions. We ended up signing the paperwork anyway (through notary service) and now they are saying that they are foreclosing on our house. What is wrong with these people? This is absurd. With all the negative reviews, surely we can get together a class action lawsuit. Looks like there is one already started. They are just looking for a whistleblower. This company does some very shady things that they should be ashamed of. We are going to look into other options to fix this. There has to be laws against this type of scam.

I refinanced my loan with NBKC. They sold my loan to Cenlar. My payments were to start March 1st and I opted for the auto debit bi-weekly payment plan. The nightmare started after I received a letter stating how much would be taken out bi-weekly and the start. I sent a full month's payment with the autodraft application in February. A week later a woman from Cenlar called me to ask where the check was. She said she was looking at an image of my application and check on her computer screen but didn't have the check. That was when I knew I was going to have a problem. They said my drafts would begin 4/10 which was wrong, they should have started 3/10.

My mortgage is with Congressional Federal Credit Union and they use Cenlar to process mortgage payments. We used our bank’s bill pay system to pay our monthly mortgage payment. The payment was withdrawn from our account per usual and on time at the beginning of May, however at the end of May we were notified by our lender that they were missing our May payment. We have been given the runaround by Cenlar and our Credit Union about where our payment went. They insist our bank has the payment, our bank insists the mortgage company has the payment. They have stolen $3500 from us and claim they ‘can’t find where the money went’. We had to pay our mortgage twice in one month and no one will take this seriously. This is how people go into foreclosure, banks stealing from their customers. I’ve never seen anything like this. Cenlar has over 600 complaints with the BBB. We need to file a complaint under FCPA.

Citi never sent a letter to notify me a change was happening. Next thing I know there were 2 mortgage payments withdrawn from my account. 1 from Cenlar. Contacted my bank to see what was going on only to find out Citi sold my mortgage to Cenlar. Talked to 2 different customer service agents who didn’t know why that happened to my account and when I spoke with the supervisor, he said at least I don’t have to pay my mortgage for 2 months. When asked how to get one of my payments returned, he didn’t help me one bit and said there’s nothing he can do and no one else that could help me because he already asked his supervisor. Well, 5 days later both mortgage payments went back in my bank account, then Cenlar decided to send me a nasty gram stating I was overdue on a payment and charged me a late fee....the date stamp was a day after I had called about my account. This company is garbage and unprofessional!

Before I describe their deceitful practice, I am hoping to find a lawyer who would be wiling to file a class action lawsuit against Cenlar, based on the hundreds of complaints here. My homeowner insurance expires in two days and despite the numerous calls I have made to Cenlar and spoke to countless number of service representatives, I will end up having to pay the premium out of my own pocket and then figure out how to get my money back even though Cenlar charges me each month for money to be added to my escrow account. My insurance company had been sending them letters about the premium due for the last two months but they never responded and I only knew about this problem when the insurance company sent me a letter indicating the cancellation of my insurance policy.

Unfortunately, my mortgage was sold to Cenlar a year ago. And for a year now it has been a nightmare. They hardly ever answer their calls and correspondence through emails or on their sight takes sometimes weeks to get a response. One day I asked how many people you have working there as a joke due to they hardly pickup the phone. She stated, "I am very sorry but we are short staff and working on that situation as quickly as possible." Poor business.

I was a customer of Citi and our loan was sold to Cenlar. We were behind in our payments when it was sold. I attempted to make payments but they started foreclosure shortly after acquiring our loan. Before they did that I had made a payment to them. It mysteriously disappeared. It cleared our bank but wasn’t anywhere in their records! Needless to say I hired an attorney immediately because I didn’t trust doing anything on my own.

CitiMortgage sold/transferred my loan to Cenlar 9/2018. I've tried for months to contact them to set up Bimonthly automated payments because it's financially better for. Last week I received a letter stating I'm in danger of foreclosure. I'm not delinquent. I owe $865 for May, which I was willing to pay but was told I have to pay June's full payment before I could set up bimonthly automated payment. That all loans have to be paid 1 month ahead. I thought that there was a 15 day grace period for each month. I've had my home since 1995 & have never had to pay ahead. I'm truly not satisfied with the service I'm getting. I've not signed any agreement with Cenlar.

Unfortunately, my mortgage was sold to Cenlar. I decided to use their "Budget payment" feature in which you can send a payment twice a month to reduce amount of compounding interest. It seemed like a great deal. At some point, they decided to stop accepting my payments (because my bank was automatically sending them payments instead of them withdrawing the payments). It was the same payment they had been accepting for many months. My statements would indicate that they applied the payment then immediately removed it, which is crazy. What's crazier is that the money was not returned to my account.

I’m completely unhappy and totally unsatisfied with the customer service interaction experience I had. Very very poor. Long time waiting over the phone. Impolite employees. They were not able to help me with my issues. Lack of knowledge and professionalism. A total delusion. Very very bad.

Re-fi'd with Cenlar three years ago. The application process was online and easy, all my questions were answered promptly with a phone call to their rep. I got a good rate and their billing and notifications are on time and comprehensive.

My CITI mortgage was recently sent to CENLAR to be serviced. We as consumers have no control over this. The service is really poor. First, the information they provided was extremely unclear if my automatic deductions would continue. The website doesn't show this. The "Chat" button actually is not a chat but simply FAQ. I have not found it possible to reach a customer service representative after two calls. Both with long holds. After the second call and being on hold for 25 minutes, the call "disconnected". I registered an online account and now after one day, the login doesn't work but the error message doesn't indicate why. This seems like an area where consumers have few protections when loans are resold other than perhaps avoid banks where they frequently resell to CENLAR.

Have been with Citi for decades. One day out of blue, 10 days before the next mortgage due date, Citi Mortgage notified me by letter that Mortgage has been sold to Cenlar. From that letter opening moment on, Cenlar has been trouble, no customer service exists in Cenlar company, Cenlar blame Citi for not setting up the automatic payment correctly. In April 2019, Cenlar took out 2 mortgage payments, Cenlar blames on Citi, Citi has no response to the errors Cenlar made. At the end I was out for 2 mortgage payments, not one payment. Cenlar, if there was 0 star rating for your company, that's for you. Citi gets 1/2 star.

Another victim of CitiMortgage's sending my loan to Cenlar for 'servicing'. All calls to Cenlar dropped (from various phones) 5x. Office open until 10 pm (but I called at 5 pm and no answer). When I solicit Citi's help, their calls to Cenlar dropped 2x. Cenlar website does not have basic information - like when my account will auto draft. All I want is a simple answer: does my auto payment stay in place. I'd recount the various confusing letters/notices from Citi and Cenlar - but you'd be better off reading Kafka. Citi and Cenlar's communication is a case study in confusion. Citi - will never work with you again.

Citi transferred my loan. Made first payment April 1 2019. The next day I got a letter that said my next payment would be for $3400.00 for the loan transfer fee and the payment. I did not ask for them to take my loan.

I really can't understand why CITI sold my mortgage to this worst service company. If you want to pay off your mortgage it is not easy. It will waste lots of your time to call them several several times and always ask you to wait final statement. The wait time will make you crazy. I would like to say if your mortgage are unfortunately to be sold to this company. It's better to refinance with others than continue with Cenlar. Trust me.

Throughout the life of my mortgage (14 years to data) I've dealt with multiple loan services companies and have never experienced what seems to be intentional negligence from Cenlar. Here are a few of their practices: I did not receive the mandatory notice from Cenlar when my mortgage was transferred from Citimortgage. I have tried to access their 'portal' multiple times and it always gives me an error. I know loan servicing companies are required to have a certain uptime and it's been 100% failure for me. Bills (insurance and taxes) are not paid on time and it is very difficult to reach them to prevent issues with payments or enforce them. Wait time on the phone to reach customer service is typically 40+ minutes if it does not get cut. On the plus side, if you overcome the issues to reach a human, the customer service representatives are informed and respectful.

It's better re-finance than continue with this company. It's a scam and not sure why they are in business and taking more business. They messed up my escrow payments and now spending hours to fix it. Their customer service is so rude that one lady hung up on me.

Shame on Citimortgage for upselling my mortgage to Cenlar!!! The customer service (although most are polite) is not very well versed in operations. It is typical to be on hold for 30-50 minutes. The phone call is often randomly disconnected while on hold. I am refinancing my house and there was an extreme delay requesting documents AND they do NOT respond to e-mails. My loan is scheduled to close this week. I am STILL waiting on documents.

My mortgage was sent to Cenlar as well. I've had to deal with their customer service twice, so far no complaints. I also think the website has more options, especially when it comes to making additional payments. You can choose up to 9 additional payments. Today I made 3 additional payments. I don't like when banks restructure and send mortgages to 3rd party companies, but as long as there are no issues, shouldn't be any problems.

Cenlar Loan Company is the worst loan administrator company there is. I called to ask a simple question and I was on the phone for an hour trying to get someone that could answer the question. I was told I was being transferred and actually got put back at the main line and had to enter my info again, when I finally got to talk to someone I had to answer the original questions again, then still did not get an answer.

My husband and I bought our first home in Florida back in 2016. Our mortgage was sold to Cenlar a few months after closing. So far we have no complaints. The website is always available aside from routine maintenance and is easy enough to navigate. If it helps anyone I use the Google Chrome browser to log on. I know it's working because I just logged on this morning. They have features such as Budget Draft that are helping us pay off our home faster. This is when they split the mortgage in half to be paid biweekly. You also can set it up for payments to only come out of your account when you get paid. It's a nice alternative to refinancing because you can automatically take whatever extra principal payments you want every 2 weeks. Doing this has turned a 30 year mortgage down to a 10 year one and even if things get rough we can stop having them take out the extra principal payments with a simple phone call.

Citi recently transferred my mortgage services to "Cenlar" (after only less than 3 years of the mortgage). Cenlar are the worst. It has been almost 2 weeks since the transfer from Citi to Cenlar, and this whole time and even today I have been unable to view my mortgage information on Cenlar's website. You can only reach a person there during office hours, and when you finally do they have no clue what they are talking about.

Cenlar Loan Administration has had my loan to service for only 3 months and only 1 payment has been trouble free. Customer service is terrible. Website is terrible. I scheduled my payment, but it wasn't made. That made me one payment behind. I called to find out why it wasn't made - I still don't know why it wasn't made. I told them I would reschedule that payment online, plus the current payment. I called them back with a question before I scheduled the payments and was told that it had already been scheduled by the first person I spoke to - even though I didn't authorize it.

Everything about this company is sub-par. Their website does not work, you are not able to login and you receive numerous errors. If you are ever able to actually log in, you unable to perform the most basic of functions such as downloading statements. Having Cenlar service my loan has severely crippled my ability to perform normal transactions. I called Citi to file a complaint and they said there is nothing they can do, and that I need to contact Cenlar. However, when I try to reach them by phone, they are unreachable. There is also extremely critical security flaws in their user authentication system that open up users to having their identity stolen. I am a programming and so I know how these things work. For Citibank to associate themselves with this company is an embarrassment, they should be ashamed. This is completely unacceptable and this business needs to be shut down.

CitiMortgage transferred my account to this awful company. Nothing but problems from day one. This month they withdrew a payment from my bank account twice. I called and was randomly disconnected three times while trying to speak to a representative. I finally pressed the option for a Spanish representative and was able to get through. They showed no record of my double payment. Only solution she could give me was to call my bank and file a dispute. Their website is also a joke. Always down and their links do not work. This has been a nightmare.

My online account got locked more than a month and nobody to help to unlock it. I called numerous times to customer support and they couldn't unlock the account. It is very frustrating to deal with CSR who doesn't know anything about online support.

Can't get in touch with anyone, phone calls are suddenly dropped. If I could rate a 0, I would. Why did Citi sell these loans to a company nobody is satisfied with. Gonna find me another company. Ridiculous.

One of my loans has been serviced by Cenlar for years, and another loan was sold to Cenlar in 2019. Their service has always been terrible, and has only gotten worse. Cenlar has failed to provide year end tax statements as required by law. Cenlar often does not provide a monthly statement, and does not make that information available online. Cenlar's website is often broken altogether. Even if/when the Cenlar page loads, the links do not work. The link to chat does not open a chat window. Their link to a phone number opens a window that says "unavailable." They have not confirmed receipt of the monthly payment drafted from my bank account. They have not verified the interest charged, or the principal balance. I cannot confirm that they have made the proper property tax and insurance payments from the escrow account, and I cannot confirm that they have the correct escrow balance.

CitiMortgage transferred my loan to Cenlar in September 2018 and I have had nothing but problems after trying to increase my additional principal payment online. I called customer service when no payment was taken out when expected for my auto payment. They told me they could not see what I changed online, but the change I made screwed up my auto drafts. Then why suggest people make the change online? 3 calls later and it still is not fixed. The third representative told me the first 2 didn't do what they were supposed to. I had to pay $5 twice for an operator to make payments because none were coming out and I didn't trust that they ever would. The latest is they took my money, but didn't apply the payment and it shows it is overdue. I never had any of these problems with Citibank for the 12 years my loan was through them.

My mortgage loan was recently transferred from CitiMortgage to Cenlar. Tried to set up automated payments but the feature is "unavailable" on their website for one-time or recurring payments. I haven't been able to reach customer service. No idea how I'll get my payment to them, and I've NEVER been late with a mortgage payment. I filed a complaint with the CFPB and encourage anyone else who's had trouble with this company to do the same.

This review just basically repeats all the other recent reviews I read. The website is horrible and hard to navigate - making/editing payment options are unavailable. The automated phone service is horrendous and hard to get a representative on the line - either calls are randomly disconnected or the lengthy automated messages between each option. This is 2019 and consumers are dealing with technologies from 20 years ago. How can we legally get our mortgage loans out of Cenlar's balance sheet and onto a better service?

Like the customer’s review below, my home/mortgage loan was transferred from CitiMortgage to this AWFUL company! (Thanks CitiMortgage! I would have honestly preferred that they would allowed me, their customer, to do my research on this company, before they transferred my loan - & this whole nightmare with Cenlar could have been avoided.) I’ve been with Cenlar for only 2 months, so far - & the issues started on day ONE! For starters, they charge an additional $25 for some sort of BS fee, in ADDITION to my agreed upon mortgage payment. (I signed up for automatic withdrawals via their website.)

My home loan was recently transferred to Cenlar from Citimortgage (along with all other Citimortgage loans), and it has been a terrible experience. Despite Citi saying that my autopay service would continue automatically, it seems to have been canceled. To fix this, I went to Cenlar's extremely bad website to enable it, but there found that the autopay service "currently unavailable". To try to figure out how that could be possible, I called their customer service number, and after waiting for ~15 minutes on hold, they randomly hung up on me. So I called again, and the exact same thing happened. Considering the stakes and importance to customers of loans and financing, this is pretty evil behavior on their part. Considering my experience so far, I would never, EVER do business with Cenlar voluntarily. I will be trying immediately to get my loan transferred to another, non-terrible loan servicing company.

Now I understand why everyone rates Cenlar as the worst Home Mortgage Bank! Very bad customer service, bad waiting time for anything. I called 3 times and still can not get through. I hope they go out of business and sell my mortgage to someone else!

I paid off my loan last September 2018. It's now March 2019 and Cenlar have so far not paid my escrow account. They have send me info in error regarding another another client. They send me his address, his ss number, his date of birth, his home address, cell number. How dangerous is that.

Citi has sold my mortgage to this company and I can honestly say it has been nothing but a nightmare. Customer service is rude, they literally will put the phone down while you're talking to them so they don't have to listen. Management/Supervisors refuse to answer calls. Currently they're holding money my insurance company gave me for a claim. They can't figure out what it is that we need them to do so they can release the money so we can pay our contractors.

This company is a complete nightmare... Florida Hurricane Disaster, modification nightmare, foreclosure process nightmare, negative credit reporting, and funds lost. Hours and hours of call... So frustrated and we are still nowhere! What can be done about this? This isn’t right!

I had a loan with Cenlar for 8 years and in December 2018 Cenlar sold my loan to Citibank. I called Cenlar 3 times to ask and confirm that my biweekly automatic mortgage payments would be terminated since the loan was transferred to Citibank. I was told by 3 different CS reps with Cenlar that my auto payments would be canceled. Additionally, I was instructed by Citibank to initiate a new auto payment through them. Long story short Cenlar kept deducting payments from my account even though I no longer had a loan with them. So therefore both Cenlar & Citibank were both deducting payments every month from my bank account, resulting in double payments. It has been a nightmare trying to get over $4k of my money back. I've had to solicit the services of Consumer Protection and BBB to assist me with the return of my funds. The most frustrating customer service experience I've ever experience.

CitiBank sold my mortgage to this lowlife company. I applied an automated payment starting in November. All of a sudden, in March, my payment was returned. I called them on March 6th and they said that everything was fine. But when I checked my online account on March 11th, it showed a returned payment! When I called to ask why, they told me to contact my bank and the customer service rep, probably from the Philippines who could barely understand me, wouldn't tell me more. This is terrifying thinking about what they would do to my credit score. I am stuck with them as I have a really good rate but I am going to keep a close eye on everything moving forward. Beware!

My loan was sold after 20+ years here when local small town Bank closed, sold. In 2011. Nightmare since. Sold to "Coastal" in FL, 1500+++ miles away from us in Northern WU, closer to Canada, our day trips 4 hrs away. About 1000 of us sold out, in July 2011. We all notified our loans sold, to Coastal. Because downtown Bank closed. Many MANY MANY of us here got notices about, AFTER GOT FORECLOSURE NOTICES THIS NEW BANK. IN FLORIDA??? 1500 mile away?? Even though made pmts to local bank still. Then I as MANY HERE, after making pmt arrangements, making PMTs to this 'Coastal Bank', Got notice AGAIN!! FORECLOSURE NOTICES!! AND, 2 wks later, we receive notice from bank called "Cenlar". Bought out Coastal". They went "belly up", and no records of pmts!!??? Or anything, And this goes on and on...

My loan was sold to them in Dec 2018. I paid an extra payment to the old mortgage and a payment to the Cenlar in the month of December to make sure it was not late. Continued paying. So I was a month ahead. Today I called the mortgage company about something else I have been having an issue with and while on hold a recording told me I was delinquent. I thought it was a mistake. Come to find out they have all my money plus an extra payment and have sent me to collections for not paying the mortgage. I am a hostage to them. What can I do? How can they send me to collections when I have automatic deposit and paid an extra month in advance.

My loan was recently sold to Cenlar. I had a mortgage with FBC. I just received a letter in the mail stating that there is a shortage in my escrow account (the account I brought up to date January or February of last year by paying an additional amount of $1,300) of over $4,000. My current mortgage is 1335+. The new payment Cenlar is requiring is over $1,900. They say if I pay the escrow amount in full I will only have to pay over $1,500.00. I have worked too hard and made too many sacrifices to get my home. If this is not resolved immediately, I will be getting an attorney.

First of all, I would like to know why CitiMortgage transferred loan servicing to these folks!! Always paid my mortgage on time and added $100 towards principal. Went online to CitiMortgage to pay February 2019 payment and was directed to Cenlar. Mind you - wasn't able to log in to their website to submit a payment and when I called them (which took forever to get to a live voice) they had no record of my CitiMortgage Account or who I was!! I was told me try back on February 8 to establish an account or call them - since Cenlar was still in the process of receiving transferred accounts from CitiMortgage.

This company went into my checking account at Citibank and robbed me for $7,569 unauthorized. I only made a monthly mortgage payment and they got greedy. What the hell is going on. Why did Citibank assigned our loans to these thieves. I need to run like hell and get my home into another reputable mortgage company before these crooks steal my home.

My mortgage was sold by CitiMortgage to Cenlar about a year ago. Since being with Cenlar, I've sent in additional principal payments as instructed on the back of my mortgage statement. The principal payments were applied as actual payments. When I called Cenlar regarding the errors, I was told it would take 5 business days to correct. After 5 business days nothing changed. I've called Cenlar and was told to use their website to ensure proper payments. I went to the website but I didn't submit any personal information because I don't trust the company. I've never dealt with such an untrustworthy company before. I'm keeping a close watch and documenting all payments. If a class action lawsuit is done by all means contact me.

If I could give less than one star I would. CENLAR misappropriated funds meant for payment into a tax escrow account. I have called them and emailed them several times in the past month asking for a correction. In the meantime I receive a glutton of calls and USPS mail telling me to pay my account. It has been paid. They tell me they will stop the phone calls and the mail but do not. I want so much for someone who is responsible to service my loan but I am powerless. Now I am fearful they will report me as a delinquent to the Credit Bureau and destroy my credit rating. Customer service is very polite and say it will be corrected as they stab you in the back. This company has no business servicing loans. They are irresponsible with some of peoples greatest asset, their home.

If you have them as your mortgage company, run now. We had them and they claimed we didn't send in mortgage payments for a yr. Which after that was a major nightmare. Run if you see this company as your mortgage co and run hard. Refi. There needs to be a 0 star option.

I've only been a "customer" of Cenlar for a few weeks, and I'm already trying to figure out how to get far away from them. I've interacted with their live chat (when it works) a couple of times. Both agents were rude, uninformative, and slow. The mailer that they sent never mentioned the fact that it would take until the 15th of the month before former Citimortgage customers were given full access to the website. I hope this is a very short relationship.

CENLAR bought my loan less than a year ago. So far, I have had to contact them twice for missing and mis-applied mortgage payments. For each mistake I have had to contact them numerous times before it was addressed and resolved (hopefully the last one is finally resolved). Either stupid or incompetent mistakes, or attempts at fraud. I would consider refinancing if I wasn't so close to paying this load off. Buyer beware! If you have a choice, avoid like the plague!

Totally need to start Class Action Lawsuit! Please get back to me if any are interested... I have never had any problems with any finance or mortgage companies as I have with Cenlar... I reached out to ask why they paid for 2 insurances when there was a policy already in place and the year before that we found they never paid our insurance renewal and we went without insurance not knowing until our Insurance company notified us!!! I am still presently in the middle of getting my escrow acct back to normal... They put money where they want regardless what you put on the stub!! They need to be shut down.

I’ve tried repeatedly to provide proof of homeowners insurance and when I called they confirmed. But I keep getting notifications for lack of homeowners coverage. What can I do? I realize they will not stop until they charge me for insurance which I already have.

After reviewing online print out of my payments to Cenlar I was confused and alarmed by how they distributed my payments. The confusion in this chart was overwhelming. I am seeking further support to deal with these concerns. Transactions with this company have been a roller coaster ride that is complete opposite of my positive experiences from all other companies I held good relations and absolutely confident as there were no errors. This is frightening for an elderly female and having to spend way too much time untangling this mess and I know I am only at the tip of the iceberg.

This company has one of the worst customer service departments I have ever spoken to. I never write reviews but I had to since they are that bad! The employees are rude and do not care to help solve any issues that arise. They ask for paperwork and after it's sent to them. They can never seem to find it and ask for it again. This has happened multiple times! I know I sent it and sometimes speak to certain employees who find it and then the next time I call the paperwork has disappeared again. Beyond frustrating! I would never recommend this company to anyone!

This company is absolutely horrible! Stay away from this loan for mortgage as they are not helpful in anything they do. Autopayment set up is a nightmare and they send you in loops without getting proper help. STAY away from them.

This is company is just terrible - my bank I guess sold my loan to these crooks so there is nothing I can do about it but to anybody who has a choice stay away from these robbers!!! They are willfully negligent - they screwed up my loan nd then SENT ME NASTY, OFFENSIVE and THREATENING LETTERS and CHARGED ME LATE FEES for their mistake. Stay away from these unscrupulous gangsterite bums whatever you do!!!

This company has stolen $1189.51 my July mortgage payment and will not return it. They have shafted me since October. I was told an answer would take place today, December 19, 2018 and now they say another department is handling it. Also, they would not respond to my bank and also do not bank with BB&T because they will not restore the funds. Clearly the money left my account! So I’m now suing Cenlar doe emotional distress, time lost with calls and the total balance due on my home. They are hideous. I’m also contacting my builder to cease selling loans to Cenlar. I’m beyond angry.

When making a payment, either the staff, or their computers choose where to put the payment. You'd think a portion goes to interest, a portion to principle, and a portion to escrow. Nope! When you find out more money is owed, it is because they put the money in the wrong place, and then they nicely move it to the right column. Not once, but every month. Today's payment took over 1/2 hour on the phone. And I am sure we overpaid (as they shoved last months payment to the wrong column again). This is a Citibank mortgage who sold the processing over to Cenlar. They ought to fire the boss of the person at Citibank who made this decision to transfer the servicing to Cenlar. Didn't they review ANY online reviews of Cenlar?

I closed on my home end of August with NBKC Bank. NBKC sold my loan to Cenlar. Cenlar is a circus of a company. I decided I wanted to escrow my taxes and home insurance one week after closing. They stated I could fax or mail the required/requested documents. I faxed and confirmed that the documents were received via phone multiple times and they stated that they needed 30 days to review the documents. I received letters stating they were missing documents. When I called to inquire what was going on, Cenlar employees stated they had everything they needed and to disregard the letters. Then in November, they stated all of a sudden they had nothing they needed. So I sent the documents via U.S. Certified Mail; it is showing as received. It is now December and they are stating they never received the documents. It seems like an act of God to do something so small like this.

I am doing Living Trust & my attorney wanted to know if Cenlar has objections to transfer the title of the property to the Trust. Sometime in September I had faxed the request & again on October 22nd & again on Nov. 8th & again on Nov. 29th and again today Dec. 7th with no response from the company. Very disturbing.

It's amazing how disorganized this company is. This company can't get it right and their Customer Service should get an award for most incompetent in the business. We have struggled for several months now trying to get payments processed. They lost checks and botched payments several times. The latest saga - We paid our mortgage payments twice in one month. Customer service stated that the automatic payment was discontinued. We find out several days later it was still set. Customer Service has no idea of how the payment process works. These guys should not be in business... How can they operate like this without oversight and accountability. I have my payment history and correspondence saved as proof. I wish they would sell my home loan to a company that is more responsible.

We were switched much to our dissatisfaction to Cenlar. We have an excellent credit score. I went to add an escrow payment to my automatic monthly payment at the end of October on their website. Big mistake. They took out my mortgage payment right away with the escrow and then did my regular automatic payment. It was stated right on the payment page that the escrow would come out with my automatic payment. Apparently, I misunderstood according to Cenlar and there was no way to return the extra payment according to “Andre”(not that names mean anything anymore).

First, I would like readers to know they can go to this site and file their complaints so this company is investigated for their practices. www.consumerfinance.gov/complaint/ Cenlar buys up loans, and then, we, the consumers get treated poorly because at that point why should they care. They have added their own insurance to my condo twice now, even after sending them HOA proof of insurance coverage. Even when they take this upon themselves, they do not send the coverage explanation, or insurance company name. Then when you call, their customer service does not follow through so it is on your free time to keep trying them on the phones. Worst mortgage I have ever had to deal with.

Please whatever you do try to avoid this company Cenlar. Without notice they took me off me paying my property taxes on my own to changing me double property taxes on each monthly bill. This started 11-months ago with no resolution in sight. I'm to the point now that I'll be having to sell my home of 19-years for what they are doing to me. I'm a disabled person 62-years old and they know it. I've been shuffled one person to the next, etc., etc. I didn't involve myself with this company. My mortgage broker sold the paper to Cenlar so here I am totally screwed.

When I try to edit my name on my payment account, the website does not let me. Their "Name on account" field can't even handle my full name. Their SSO/SAML sucks. I have to open multiple tabs to open documents vs make a payment vs FAQ. When you're in a chat, it opens up the entire page and when you click on something it disconnects the chat. I mean, can you guys hire better designers? Now I can't even set up automatic payments EVEN though I CAN make a one time payment with the account what you're saying you can't set up with automatic payments.

Mortgage got sent to Cenlar for processing payments. Problems started immediately. I set up payment through my TD Bank bill pay service. They receive the payments, then say they never got it, then 6 weeks later they send the payment back to TD Bank. I had a 3-way call with TD and Cenlar's "Escalation Desk" and Cenlar had to admit they were getting the payments. They could not explain why the payments keep getting sent back.

The most rude Reps and Managers I have ever dealt with in my life. Not only is the company incompetent in their communication but when you call them they are conditioned to say it's not the banks fault. They never once said the automatic payment would be instated and I know I did not give permission for them to use this method. So they took out 1 payment I made as a 1 time, then they tried the next day to take out the automatic payment and failed and hit my overdraft for $30 on me, then it was put back in my account even though the loan payment has already cleared. Then day 3 took out another loan payment. So I called and got not our fault and really freaking rude rep and Manager. Citibank, your name is attached to this, good luck with that. Wish I could give zero stars. I would also like to know where the interest is going on my payment and the other 144000 mortgages they did this to? IRS might also be interested.

Cenlar took over our home loan and from the beginning it's been Horrible. They took forever to set up our account. Then they lost 2 payments. The check never cleared and it was declared lost. The second payment was returned by the US POST master. We used self-addressed company payment envelopes to sent in our payments. I can't figure out why our payment was returned. I suspect that this company deliberately loses payments so they can collect fines. It's just unbelievable how this company can be in business. The web interface is horrible and customer service does not know what to do. The only positive statement I can make is that at least you can reach a person on the phone. I really can't figure out how regulators allow this company to stay in business. We got the bank records and returned envelope as proof. We never had issues with other mortgage companies before. I wish we could get a different mortgage company.

I have owned several homes over many years. I have always used my bank! I made biggest mistake of my entire 70 years! Instead of using my bank, I used Fairway Mortgage. They did not tell me they immediately sell loans and I ended up with CENLAR. Why are they allowed to be in business? See all reviews are terrible. Only one star! I am sure most would give them NO star if they could! You are in trouble if your loan is with CENLAR!! If you call them, you will be on hold for 1.5 hours and still no answer! No matter what day or hour you call!! They never respond to correspond either! In almost 2 years, no coupon book for payments! No loan statement for taxes! Then they accepted by October 2018 and sent me a check for that payment saying it was the wrong amount and a new payment amount to pay almost 1/3 more and no explanation as to why the increase! This is how they operate!

Been with Cenlar for 5 years. Cenlar does not even understand how to verify an address. I'm unable to speak with anyone AT ALL unless I can confirm my address. They have it incorrect, so I'm stuck. Nobody even has the Common Sense to change this problem. The most rude people I have ever dealt with and I will never take a loan with them Ever. I do NOT recommend them to anyone. Loyal customer/paid off 600,000 loan and still can't get service.

I am 56 years old and have refinanced multiple times. Cenlar is evil. We received a notification our loan was transferred to Cenlar. Within days on a Saturday afternoon heading to a Christmas event, I received a call on my cell phone from a female asking for a check for my delinquent payment. I explained we had not received our first statement from Cenlar. I pressed her to tell me who she represented and she said she was not authorized to tell me but the check was to be sent to Cenlar. She actually asked me to turn around and drive home to get checkbook to pay by phone. Since then, our payment went up by $278 per month due to escrow miscalculation. Finally last night we received notification to submit W9 within 4 business days as they found a mismatch somewhere between my name and SSN. This is three years after abducting our lives and home loan. I will be filing a complaint with our state's attorney general!!

My mortgage lending services have been sold/transferred to CENLAR, which is out of my control, my previous lending service provider was satisfactory. CENLAR has been a disaster to work with, either getting a human being involved in with, someone who has knowledge, and their software is flawed and outdated. Potential security risk! I am currently working on trying to get a different mortgage lender to manage my home mortgage, I'm unsure if this is in my control, but one thing I do know. I cannot trust CENLAR to handle my mortgage.

Cenlar bought my loan from my previous lien holder who I was very happy with. At first it was business as usual. But then it came time to renew my personal insurance on my house. I did so just like I do every year, and my insurance agent sent proof to Cenlar showing that I had coverage and what I paid them. Cenlar somehow processed it as a bill and paid my insurance company from my escrow. My insurance agent caught it months later and explained the mistake to me. I called Cenlar, they acknowledged this and requested that I send over proof that I had insurance during the time they were charging me for it.

Live in a Condo Cenlar bought my mortgage. Initially paid supplemental HO6 insurance myself, then they took it over. All good till November 2018. At this time they say that insurance is canceled. Asked for proof from them as the notification I received was for non-renewal as of March 2019. They blatantly refused and said that I had to prove non-renewal to them. Furthermore that I was uninsured and were going to charge their special gotcha insurance.

I have two loans with Cenlar and have been locked out of the online account for over a month. It was user error that created the situation, my fault, but it shouldn't be so hard to regain access. I've reached out to their customer service dept. many times for assistance and always wind up in this ridiculous circular conversation, both over email and phone, which goes something like this: "I'm locked out of the account due to too many failed attempts, I've waited an hour for the system to reset itself so I can request the username and/or password reset, but the system seems to be completely locked and I get the same message no matter how long I wait." Their response is to wait 60 minutes and contact them again for their help.

I am trying to get my interest down with this company for about 4 years now [7%]. They answer me all the time to find other mortgage company. I am pay my apartment for 12 years. In 12 years only have paid 20.000 to the principal. They don't want to help. Who going to give you a new mortgage on a house that only working half of what you pay for. They are the worst Mortgage company you can get...

Cenlar was supposedly a sub company of my mortgage company Home Point. Home Point retook over my loan in Aug. Supposedly I was notified (I was not). The account number stayed the same but the address where to send the check changed I am being told. Well not knowing of the change I paid Aug, Sep, Oct, Nov payments. Cenlar forwarded Aug and Sep payments to Home Point. October's payment Cenlar processed (yet when I call the automated system states last payment received was in Jul). November's payment was refunded to my banking account. No one knows where Oct payment went.

My loan was sold to Cenlar a some years ago. I have not been happy with their customer service. In fact, it has been terrible. I recently emailed them asking if I could pay my own hazard insurance, flood insurance, and property taxes myself because each year I get notices that my coverages have been canceled because of nonpayment from Cenlar (which was the program I never wanted when my portfolio was sold to Cenlar). After asking if I could pay the bills myself, they said they would email me the answer within 15 days. Well, they didn't get back to me within that time frame, so I had to write to them again. This company has no good customer service!

I originally had my mortgage through Citibank and when Cenlar took over it was a nightmare. I had paid my escrow in full to make my payment lower and my monthly payment never carried over to Cenlar and I've been calling them every day for 2 weeks and they still never resolved it. They tell me to wait a few days and it will be fixed and nothing. They say they are going to call me back and never do. I asked to speak to a manager they send me to a voicemail. I asked for a corporate number and they said they don’t have a corporate number. They are unprofessional and I’m ready to refinance because I can’t stand this anymore.

Have had several issues with Cenlar, including property taxes simply NOT getting paid to my county. This time, duplicate payment was made in error (former Bill Pay I thought was deleted on my bank's end wound up going through), in addition to my auto-pay through Cenlar. Two robot-esque reps told me a refund was not available since it was "my fault, not theirs". After demanding a Manager, I was transferred to Elliott, an Escalation Specialist, who told me that since we caught it immediately, he could pursue a refund; this was on 10/2. He explained this would be check-free, as opposed to them mailing a check. Sounds good, as I'd like to be refunded ASAP. (Simultaneously, I pursued a claim with my Bill Pay bank, but that's a nightmare for a Wells Fargo review!) He wouldn't give me his phone number, but did send me his email address if I needed to follow up.

I changed my homeowner's insurance to get a better rate. This company has failed to be of any assistance nor did they try to help. I spoke to a manager and was told by the customer service rep that the manager would be of no help - no kidding. It was like talking to a brick wall. I could not get an answer and felt like I was wasting my breath. Do not let your loan be sold to this company.

It's difficult to break down how many problems I've had with this company. 1 - Failed to recognize my homeowners status and charged me investment property taxes. REFUSED TO CONFESS they made a mistake, had more than one person review the account forcibly because the company doesn't believe in investigating potential issues. 2 - Charged me $1600 for insurance, I'd already paid for. "IT WAS AN OVERSIGHT IN THE PAPERWORK". I reviewed the bill with them 3 times and asked a million questions about the line items before anyone bothered to investigate.

No issues with transfer of loan data. I was given notice from my bank that my home loan would be serviced by Central Loan Administration & Reporting. I went to https://www.loanadministration.com/, entered my loan number, etc, and all my info populated, and it was accurate. I read all the reviews. I feel bad for those that had bad customer service. Hopefully, all my interaction will be online. Good luck.

Cenlar Purchased loan 2 months after closing from HomeBridge. Annual escrow analysis asking for $2100 plus increased mortgage amount. Changed hazard insurer 6/18, not reflected in escrow and in fact they paid the old carrier. Received notification of forced place insurance. Now they state I owe $10K in property taxes where my current statement was for 6.5K. In process of utilizing mortgage loan officer at HomeBridge to help resolve this. Very poor ability to add extra funds to escrow account on a monthly basis, has to be manually entered. Unable to reach by phone, system is unavailable, too busy, or simply does not answer. If not resolved by their deadline to bring the escrow account current, will be filing a complaint with the state and hiring an attorney.

My loan was sold to Cenlar and they can't get my property tax correct. My county has sent them my Property Tax and Assessment. My annual property tax is $543.42. They seem to think my annual tax is $2274.52 and are billing me for that amount for escrow. I have sent them copies of my Property Tax and Assessment. I've been trying to get this straightened out for 6 months. My 4 year old granddaughter could figure this out. A Cenlar employee named Mary figured out the problem in 2 minutes and sent Escrow a work order showing how to correct the problem. I haven't been able to talk to Mary since. Cenlar probably fired her because she was intelligent. I strongly advise they be avoided like the plague.

I acquired my mortgage from FBC Mortgage in Florida. After a few months, FBC sold my mortgage and transferred my payment method to Cenlar. I received the documents from FBC announcing the change and whom was taking over. I was instructed in the letter to expect more information from now on from Cenlar. To date, Cenlar has not provided the correct documents given, mailing address, payment due, or website from them... nothing.

Just an honest company doing what is needed. No mistakes, explains what is going on and answers your questions asap. I get full explanations of each payment and escrow account.

This mortgage company should be investigated. They are arrogant, nasty, ignorant. They illegally withheld $18,878.78 from the company that repaired our house! They made me do air tests months after Cenlar's inspectors signed off on their inspections! Thoroughly disgusted with the run around this company gave me!

They continue to collect escrow money even though I pay Insurance and taxes on my own. I have been battling with them for 6 months with monthly phone calls where they change the game every time I call. They are clueless and have no idea what they are doing.

I asked CENLAR how to remove PMI from my mortgage and they suggested I have an appraisal done to my house. I agreed, and they set up the appraisal. I also asked CENLAR if they provide home equity line of credits, they said no, so I had to go to another bank. The other bank then asks for an appraisal of the home to get the HELOC, and since I had already had an appraisal done for CENLAR, I figured I could use the same report for the other bank. I was wrong. Once I get my appraisal report, it doesn’t have my name as the borrower, so the other bank does not accept it.

This company is terrible to work with. It takes them weeks to read one piece of paper. If they need additional documents they write you a letter. I requested they call or email also. They close your file if you do not respond within a few days and that includes the mail time. I have been messing with this company for 8 months. It is a nightmare.

Our mortgage was transferred to Cenlar from J. G. Wentworth Home Lending in Aug 2018. We made a 700.00 payment to the principle when JGW was still servicing the loan. Cenlar will not recognize the 700.00 payment. I have been writing messages, calling them and they say they cannot find this payment even though JGW gave me the receipt and statement, which I sent to Cenlar. I send a copy of my bank statement, they will not accept that either. The bank said that is all the proof that they can give. I am very scared going forward that my payments with not be recognized in the future or I will have big problems with this mortgage company doing shady business.

These people are not professional at all. I am recently widowed and it is taking time for my lawyer to get things squared away. They refuse to speak with me on the phone. I dealt with a very rude employee whose name is Anthony. Absolutely no concern in his voice, no empathy. They erroneously charged me a late fee and he kept challenging me as if I did something wrong. I am done dealing with them at this point. It has gone back to my lawyer. I need to refinance the home anyway so am praying I can switch to another lender. Note to Cenlar: Your "customer service" reps shouldn't be jaded.

Consistently long hold times - sometimes over an hour. The company is a scam and does everything they can to pilfer people's pockets. We've been going through a deed in lieu process for my elderly in-laws since last December and they lost the original 56-page packet we sent them via certified mail so we had to resubmit the documents in April because "they expired." It's been a comedy of errors ever since. They request an item and we alert them that they actually received the item months ago. Repeat this 20x and you know where we're at with them. They are not honest and will raise a payment etc. without notification. Do not auto draft with this company. Mail your check or better yet, find another mortgage company!! Cenlar is a bottom feeder company with poor technology and no recourse (or management) to call unless you get an attorney. Their staff is rude and has East Coast attitude!

After being told I could not received a discount for a double payment one month because it was "my fault" I called back hoping to get a different customer support person. I did, and she was great! She understood the situation and immediately issues a refund which will be back in my account within 48-72 hours. My experience with this company has been mixed and it just depends on who picks up the phone at the other end.

I just received notice that my current mortgage provider has transferred my loan over to CENLAR effective August 16, 2018. After reading all the negative reviews about this company, what kind of recourse can be taken? I don’t want to go through all the nightmares these reviewers have gone through. I’m not waiting until it’s too late and my credit gets ruined because of a poorly managed company such as this one. What can be done?

Every month when I try to login to make my house payment, it always says I don't have access to login. I reset my password, it takes, then when I try to login it still doesn't work. I'm so beyond sick of this website. I tried to sign up for auto-pay, my legal name on the mortgage is Cynthia and the name on my bank account is Cindy so they won't allow me to auto pay. Ridiculous. Who gives a rats ** what the name on the account is as long as they're getting paid? Total stupidity. They suck.