Cenlar FSB Anmeldelser 

Cenlar has refused to provide online access to my financial records.

No phone calls, Pls

Unfortunately the Credit Union I got a loan from turned me over to Cenlar for all aspects of my loan. It has been a nightmare every step of the way. There is no number to call so you are stuck with web chat. I tried 3 different times and got stuck with Abdul each time. He was obviously watching a movie or cooking dinner since he would just stop responding for minutes at a time. He wouldn't answer any questions and refused to give me a phone number to call to actually get help. Now I am told they offer no form of customer service on the weekend. I cannot get any assistance. Alliance Credit Union will also get a terrible review for sticking me with this company.

After making what would be a substantial final principal payment thru their "Approved and Designed" payment portal, and making a final payoff payment by "WIRE ONLY" as requested, it is suspect that they would "mysteriously" have an issue with the routing of the payment and cancel and silently reverse the payment without and advisory issued. When I attempted, politely, to ask the Cenlar representative to explain why, the phone call we will say "dropped." At a BARE minimum, Baxter Credit Union owes it to me, to conduct a full investigation into this and hold Cenlar accountable for anything they find.

Am extremely upset about my mortgage being sold to CENLAR. What a joke. You cannot get a live person EVER to talk. If you do, then they put you on a "brief hold". This company is not user friendly nor customer friendly. Relying on a VRU to handle everything is awful. If my mortgage rate wouldn't change, I'd LEAVE THIS COMPANY ASAP. Have tried for over a week to get a hold of someone because the transfer to this lousy company because of questions regarding my escrow account.

I’ve had a very disappointing experience with this company. There seems to be a serious lack of organization and communication. I've been trying to resolve an issue regarding my escrow balance check for over three months, and each time I speak with a representative, I get a different explanation. It’s incredibly frustrating and exhausting. While they’re quick to follow up with repeated calls if a payment is even slightly delayed, they don’t show the same urgency or consistency when it comes to addressing customer concerns. At this point, I’m extremely dissatisfied and would not recommend this company based on my experience.

I really would like to give them no stars. Cenlar is a horriable place to deal with. Don’t want to answer or listen to anything you have to say. If they call I tell them I made a payment and I am on paper that they can talk to me because my boyfriend isn’t home, but don’t want to take time to look it up. I take care of our bills. They are very rude people and disrespectful callers.

Our home loan was sold to Cenlar. They had the home loan for four days in which that time we made a payment. Since then, Cenlar has sold the loan to Village Capital. You cannot speak with an agent at Cenlar. On the automated system it states that any money paid will be transferred to the new loan company within 60 days. It's been well beyond the sixty days, and our new mortgage company has still not received the first payment we made

WARNING - This is actually zero stars

Believe everything awful you've read here (and in Consumer Affairs, and on Yelp). This is the single worst financial company you'll ever work with. So awful it feels like a scam.

Basic things like calling customer service just don't work. They hang up randomly. The phone system feels like it's two decades old. When you reach someone, they're rude, like they hate their job and just want to get the conversation over with.

Security questions are weird and unlike other financial institutions. They'll ask you to enter your full social security number or the full name (plus middle name) of another person listed on the account or the balance of a paid-off loan. If you get any one thing wrong, even once, they'll refuse to talk to you.

BUT they'll tell you to call again later. And if you call again, you can go through all the prompts and security and try again. So it is not secure. I was able to call 4 times, trying again with different answers, and they never noticed or locked the account (or contacted me).

Forget whether it's a good financial product. If you're doing business with them, it's probably not because you chose them. And they know that.

Honestly, something seems awful fishy about a company that has no interest in actually doing business. I'm going to pass on my experience to the Consumer Financial Protection Bureau.

Update Oct 2024: Still awful. I'm trying to find out why the website is telling me my payment will go up (by a lot). After extensive questioning, the first person says I need to talk to customer service (huh? who have I been talking to?). After talking to "customer service", they say I need to talk to the HELOC department (okay, why didn't the first person transfer me to the HELOC department?). Then they hung up. Just hung up the phone.

Update Apr 2025: Still terrible. There's no way to enroll in autopay from the website (what year is this?). You have to ask for a form to be mailed to you, sign it, and mail it back. I've asked for this form three times over 6 months and have not received it. I believe they have an interest in not enabling autopay: then people miss payments and are charged penalty fees.

It physically pains me to have to give them even 1 star. 0 stars, negative 10 stars. I'm just trying to pay off mortgage and they won't let me pay it through the pay portal. Can't pay by phone nor personal check. The last $100 has to be payed by wire or cashiers check and they won't even give me an exact number. $xx plus a penny for every day after x date plus xx if it won't be recieved by x date. And if it's not right, there will be a $200 charge. And if the loan is delinquent because we wouldn't let you pay you have to contact this office but no, we're nit including any contact information. Good luck.

I wish I could rate them less than 0.
I did not opt to do business with this company or its sister/partner company CENLAR. But still they bought my loan from JET HOME LOANS that I was lured into by Dream Finders Homes with 10K closing costs assistance. Little did I know at that time, that I will be doing with such horrible companies like CENLAR and FBC.

As for my story, where do I begin? With the first mortgage statement for twice the amount (Principal + 2X Interest) with a wrong due date, or right now where they are refusing to apply my payments to my loan balance? Their only excuse for all these blunders is that they are still in the acquisitions phase for (is it 60 days or 90 days, depends on who you talk to at CENLAR and/or FBC) and that we have to be patient. But they are not patient with their bouncers and legally required notices. They don't apply my timely payments, but they have the audacity to have their bouncers call me threatening me with foreclosures and keep sending letters threatening me with foreclosures because I am "delinquent" on my payments. I clearly told them that they are behind everything, and they are the ones delinquent in ethics, morals and integrity.

It is not until I complained on CFPB that they finally orally confirmed that I paid my monthly amounts and promised that they will apply my payments to my loan by Mar 9th.

Apparently, they apply payments manually but send out bouncers and letters using an automated system. Wow! What a choice of processes to automate. No sane company would ever automate bouncer calls and threatening letters without automating payments application first.

They delay applying payments and then mark my account as delinquent. Who runs a company like this?

I am thinking of refinancing even if it is a little more expensive.

The worst lender. Very disappointed that my original lender transfer my loan to this company. Website sucks. Very slow in response!!

cannot log on. This must be improved. Further, the Tech are not helpful in resolving issues.

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

Cenlar has the worst customer service... Representatives are rude and don't provide much help when there is an issue. I have had multiple calls with them and they have sent me to multiple departments speaking to multiple representatives, not being able to solve issues. Specifically house insurance information issue. You are going to do a lot of the hard work of figuring things out on your own, just warning you.

our loan was sold to this despicable company -they had our address listed on their website wrong, so the "send payments here letters" were being sent to the wrong address. We were late on a payment because of the shuffle. As soon as we became aware, the amount was immediatley paid, but, they still reported to credit agencies (I believe they want to trap you with them by this move so you can't refinance) we disputed with the Credit agencies, with proof they had wrong address and this was during a loan transfer, and we were current and had always been current up until the transfer. They told us to call Cenlar, which told us to call Loan administrator which went no place, they refused to remove the ding on the perfect (talking high 800's credit score) we dropped 100 points and have been there since. They also will not accept an extra escrow payment if you are paying after the 1st of the month. I have had 15 plus home loans and NO company has ever said "your payment is late" until day 10 of the month. Not this company, it's pay on the 1st or your late. I truly believe they want to mess you up so they can steal more fees or worse yet, steal your home. We did not choose this company- we were sold to them, should not be legal to sell your business to companies you don't choose yourselves.

I have a HELOC that had about a $34k balance on it. As I had the money to pay it off, I contacted them and was told I could pay it down to zero and leave the account open only having to pay the annual fee or pay it off which would close it. I chose to pay it down to zero. They provided a demand letter with instructions on how much interest per day they would charge me if I didn't pay on the date. So I did that. I wired the money and added the extra interest as per the instructions. They claimed they didn't get it on the day I wired it (Ca - time 11am - NJ time 2pm). So I called the next day and they said I owed more interest to pay it to zero. So I paid that over the phone. by the end of the week - this is 3rd week in Dec, they showed I owed another $146! I called and they said I owed more interest! I asked how they could charge interest on a zero balance and they didn't have an answer. I contacted the Consumer Financial Protection Bureau and that got Cenlar to contact me and agree to reverse some of the charges but then they didn't do it - I should say that someone adjusted it and then they adjusted it back up! After talking to them on the phone and talking to a complete idiot who just had NO ANSWER for how they were charging interest on zero, I sent in a check for $200 to cover anything extra. This was paid in full by end of 3rd week of December and my credit report shows they haven't reported that I paid it off - last reporting by them was Dec 5th and it's now Feb 2, 2024. I'm getting ready to report the entire saga to CFBP again and see if the CA Attorney General wants to address. Definitely criminal - either mafia or private equity - kind of one and the same.

Horrible horrible service. No communication. I was trying to talk with the loan modification department about my mortgage. This department couldn't care less. I don't see why Citi bank works with them. I advise anyone to stay away from Citi and Cenlar. Ask any bank institution who is servicing their mortgages and if the tell you Cenlar please go somewhere else even if you have to pay a little extra. Protect your money and your sanity. Please stay away from ignorance.

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

LOL - THE CENLAR SITE STARTS WITH THIS: "Your Trusted Partner, Each And Every Day. With performance and care you can count on, Cenlar is driven by a shared commitment to your success.

This couldn't be further from the truth. CENLAR are the absolute worst. I blame (sh)Citibank and as a consequence I will be taking all my business elsewhere. CENLAR are a joke of a company.

CENLAR are truly the worst company I have ever had the misfortune to come across. I would give these clowns 0 stars if I could. They screwed up my auto-pay and my perfect credit score was ruined.