Cenlar FSB Anmeldelser 

I just spoke with a rep (Abdul (refused to give me his last name)) on 1/28/22 before 9:30am. He was in a bad mood and rude from the moment he picked up a phone. He continued to be unhelpful and disrespectful throughout the call. I asked him multiple times if I could speak with a supervisor and he refused and continued to be disrespectful. After my 5th ask to be transferred to a supervisor he transferred me instead to another rep. (Is it legal to keep a customer from speaking with a supervisor after they request one???)

Luckily this other rep (Justice Bethel Emp# lmjwb ) Had a great attitude and genuinely tried to help me. He didn't give me the information or outcome that I was hoping for, but he had a good attitude and treated me like a human. He deserves all of the credit in the world.

I am in the market to refi my home loan and because of my conversation with Abdul, I am no longer exploring options to do so with Cenlar.

I wish i would have read all of these reviews before getting a loan from them. I Hope this review saves someone else from getting the same experience. If a company has this much of your money they should treat you better. Be smart, look elsewhere.

Original mortgage from Jan 1988 was sold to Citibank. In 2005 we took out an equity line with them. The original mortgage was paid off in 2007. In November 2019 the equity line was transitioned to CENLAR by CitiBank. In July 2021 we wanted to pay off the equity line. We increased our payments to bring the balance down, CENLAR blocked us from making online payments and automated phone payments. We had to speak to a representative to make final payments over the phone and make the loan balance zero. The last 2 payments were applied to ESCROW, which we didn't have since this was an equity loan. Multiple calls were required to clear that up. They provided no explanation as to why they did that. We requested a payoff statement from CENLAR. In the payoff statement they included a charge for Corporate Advance of $12,723.54. This charge was never provided on any statements, on the 2019 and 2020 1098 Tax form, or credit reports for other loans, etc. Not included in the 2021 1098 which states the balance due on the loan as zero.
We have asked numerous times for explanation of the charges, but CENLAR stated it was for flood and hazard insurance with no evidence. We sent them a letter from State Farm in which they state we had insurance from 1987 date of contract to purchase the house continuously thru the time they falsely charge us for force placed insurance.
Every time we speak with them, we get a different answer, different amounts and contradicting information. Is it ethical for a company to send out statements with one balance then have a hidden fee they expect you to pay with no documentation or proof they paid for these duplicate wasteful charges on your behalf? Seems like fraud to me. Now they want proof of current flood insurance even though the loan balance is zero and the equity line of credit is technically closed; we cannot draw from it. We have been dealing with this nightmare since June 2021. CENLAR is extremely difficult to deal with and customer service is useless to help. If your loan gets transferred to CENLAR, get another lender ASAP. Worst company we have ever dealt with. DO NOT DO BUSINESS WITH CENLAR, you have been warned!

I would give Cenlar Zero Stars, if that option was available. My Large Principal Reduction Payment made on 12/01/2021 was both Posted a Day Late to my HELOC Account (A Deliberate Overcharge by Cenlar), and the payment was Misallocated between Principal Reduction and the routine scheduled Automatic Checking Account Debit for the Third Week of December. Cenlar acted in a manner 100% beneficial to the Bank, at my expense. A previous inquiry (Last Year) about the Annual Membership Fee (By Telephone) ended with the Bank's Representative hanging up the telephone, and thus prematurely ending the conversation. As I have previously said, Citibank played a Very Dirty Trick on its customers, when our HELOC Accounts were transferred to Cenlar without our prior Knowledge or Consent. This One Star rating also applies to Citibank, for their undesirable actions and Consumer Unfriendly Behavior. Allen J. Frankel 12/16/2021

Paid off our loan. They are taking way to long to reimburse our money kept in escrow. Was told 20 business days to cut a check and then expect 2 weeks for mailing. When texting with agent was told that is the policy and cannot be changed. This is not their money to hold on to for over a month. Bad customer service 😞

My Citi HELOC account was transferred to them. Tried to change a mailing address since May, 2021. it’s been fruitless as of this day. Numerous mail, fax and email requests have fallen into deaf ears. Their customer service reps. are incompetent and arrogant. There’s no place on their website to change personal info. as per their advice. I would rate them a negative star if I could.

If you have any control of where you loan gets sold to ask that it NOT BE Cenlar. First their customer service is substandard and no one seems to know what they are doing. Special fees for HELOC loans are not payable online or on phone, you must write a separate check or money order and mail in. AND when you payoff the loan, they take 60+ days to update your credit report or even close the loan out. I actually believe that toddlers could do a better job. Its really sad that they have you in a position where you are helpless. If I could give a zero rating I would.

If I had known FIRSTRUST was handing this loan off, especially to CENLAR, I would have ran. CENLAR has, in two months:
(a) never returned a call
(b) held MY funds in suspense without telling me
(c) lost payments sent certified mail
(d) taken over a week to post a payment
(e) given contradictory answers
(f) disconnected calls

I would not finance a tree house involving them...

This is NO surprise that this company doesn’t have any stars higher than 2!
Worst mortgage company ever!
With every call it’s a different answer!!!
Sick and tired of giving them my money!
I can’t change companies fast enough!!!

I have been trying to simply apply for a partial claim since April. I have called in/ been called no less than 20 times. As of August 1st they still have not been able to process it correctly. I am calling the regulatory bureaus because their actions are now bordering on criminal.

This company has been fine when nothing changes - regular payments, online viewing of statements, auto pay - easy. But come selling of the property, and you are entering the ninth circle of customer service hell. Despite registering the change of insurance coverage, they incorrectly made an insurance payment from escrow, left me to chase down the refund, and escrow balance for refund still not right. But the real issue is the customer service - each message to their online system is greeted with a stock reply from a new agent with lack of visibility of prior conversation, and I might as well scream into the void trying to get my money back. My mortgage got transferred to Cenlar management mid term - but if you have a choice, choose elsewhere if you expect human contact.

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

Do not do business with these people !! I got ripped off !!

I deferred payments on my VA mortgage under the Cares Act. Cenlar accepted a 3 month deferral. After 3 months they demanded full payment of the deferred payments. They then filed a negative comment on my credit report with the credit reporting agencies - resulting in me loosing 8 points on my credit score. This is not right and flies in the face of the spirit and intent of the Cares Act.

If you need a mortgage servicer - my advice is to look for a different company !!

For more than a week i am trying to get in touch with them to see if they can send me a mortgage note. Over phone, I cant reach them, their customer service is broken.
Over chat every day they tell you a story but you don't get the document.

Cenlar administers our HELOC (thanks for selling us out, Citibank). They gave us a payoff amount- this was for over $340,000- in September. It had to be wired, of course, so we went to our bank and paid a ridiculous fee and thought we were done with Cenlar. We noticed that Cenlar still showed an unpaid balance- a little less than $200, and unpaid interest of a little over $200, so we called to dispute this. Cenlar sent us a letter dated 10/10/20 acknowledging this, advising that they'd work to resolve it, and that they will continue to follow up until there was resolution to our request. From that date until today, Cenlar never again contacted us regarding our dispute. We, on the other hand, contacted Cenlar repeatedly to follow up. I called them 12 times, totaling 355 minutes of MY time, trying to resolve a dispute that Cenlar vowed to "work towards resolving." We then realized that a $25 late charge as well as an additional unexplained $50 fee was added to our account (we had just paid the $100 annual fee one month earlier and NO ONE from Cenlar could explain the $50 charge). I was told that both fees would be removed because of the underlying issue. I consistently asked to speak with a supervisor. A couple of times, I was placed on hold and would then be disconnected. A couple of times, I was told that a supervisor would call me back. No supervisor or anyone else from Cenlar ever called us back. Because I didn't want this to affect our credit, I tried making the payments that we were disputing online and by phone, but was not allowed to. We finally paid everything in full by wire transfer as required by Cenlar (at an additional cost through our bank). The icing on the cake- Cenlar reported a late payment to the 3 credit bureaus, resulting in negative credit for us, at a time we are trying to refinance our mortgage. There goes 30 years of hard work building up our credit, paying all of our bills on time. I just filed a complaint with the BBB and I'm researching where I can file additional complaints- Federal Reserve, Federal Trade Commission, the Consumer Financial Protection Bureau, the New York State Department of Financial Services. It's not like we even chose to do business with these crooks, but if you DO have a choice, whatever you do, do NOT use Cenlar.

I wish I could give them negative stars!!! The are the absolute worse mortgage company I have ever had to deal with in my entire life and I have had over 20+ mortgages. I simply needed to change the account my payment was being deducted from and I have been trying to deal with them for over 2 months now with no resolution! In the meantime, my mortgage has not been getting paid (through no fault of mine), I stopped receiving mortgage statements since July 2020, and I cannot get on their website despite spending over 2 hours on the phone with tech support. ABSOLUTE WORST!!!!!!

My mortgage account was sold to this company, and they've been terrible.

My mortgage says that I can make partial payments (such as paying for my loan in smaller amounts every 2 weeks, vs a lump sum once a month), but they don't take partial payments - in violation of my mortgage agreement.
I suffered a minor hardship due to the pandemic and asked for 2 months of forbearance. Found out later that they never stopped it after 2 months. Asked them to stop it. They didn't. I had to ask a 3rd time before they finally took my account out of forbearance.
They told me that my account was current for 2 straight months, saying that there was a mistake on their end, then on the 3rd month told me that no, they were wrong, and now I owe them for an entire extra month. No, we won't even attempt to fix the issue.

Oh, and they do their best to hide who they really are by having subdomains for your initial loan company, so you don't realize you're talking to them instead.

Cenlar withdrew $2000 out of my business account and i do not even have an account with them. Good luck trying to get them to reverse this error on their part. I called a week ago and after an hour got a call from a Fraud investigator that someone input an incorrect account digit which unluckily landed on my account. Now they won't talk to me cause i am a 3rd party. Of course I am a third party, cause they drafted out of my account to pay for one of their account holders. What a cluster...these people are useless

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

In October, they sent me a letter that said they did not have my homeowner's insurance information on file. Alarmed because this is done at closing, and I know that the insurance company has their information as the servicer and will send them the declarations page for the policy. While the letter was mailed via USPS, they made 2 (yes 2) payments to the insurance company, yes the insurance company that they said they didn't have their information. Both payments made on 10/13 and 10/14 from my escrow account and both for $1958.99.

The next problem is because of the double insurance payments, they say that I am now $300 short on my escrow account and have raised my house payment to cover this. Of course they sent the payment coupon/letter explaining the shortage, and according to the letter I am $398.00 short, not the $300 that I was told. My new payment according to this letter is $10 less than my original payment. But they raised my payment that is drafted out of my account.

After several calls and being told by the customer service reps that my payment has been stopped and that my last house payment was on 10/31. They both confirmed that no more payments will be taken out. Ok. So my next payment taken out on 11/13, even though I was told no more payments. In the process they have received final payoff information and confirmed that they have received this information.

Now I have to watch and wait a month to get back all of my money!! This has been nothing short of a nightmare!

The company CENLAR is Irresponsible and negligent. While on Forbearance program under the US Federal CARE ACT and as result of pain and sufferings associated with CORONA VIRUS CENLAR negligently and maliciously reported the 3 months I was on forbearance program protected by Federal Government as late and DELINQUENT to CREDIT Bureaus and damaged my superiors outstanding credit at no fault of my own.
When reached out to them with great difficulty and explained the situation do not seem to care and so far has not taken any action to correct Devastation they have brought to my life.
A horrific company and bad and none responsive management who are difficult to reach a nd who do not seem to care about laws and or customer health.
I have incurred thousands in losses and still suffering as thy have damaged my credit for absolutely no cause and still struggling to reach out to them. they have devastated my life.

Until today, I haven't had any problems with this company. Today, I tried to make my monthly payment online, but their new web site does not accept payments. I've been on hold for the past hour. No one can tell me where on the new web site can I make my payment. I've been transferred twice and am waiting for IT to pickup. The hold music is so annoying. Hopefully, someone will pickup soon...