Cenlar Central Loan Administration

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.