Cenlar FSB

Worst company ever I was on hold today AGAIN today for hours (yes, literally hours.) one and a half of those hours I was on hold They claim that my home is not insured It is in fact VERY insured I pay the insurance up front, yearlyYet, they still insist on taking it out of escrow as well So, I am basically paying it twiceI finally gave up the fight Paying more is easier than dealing with this inept company Maddening Just flat out insanity and incompetence As many before me have stated, I am planning on refinancing to get away from them Shame on you, Cenlar

CENLAR is the absolute worst!! I have been trying to get a mortgage modification on my FHA loan since 2011!! I have filled out a complete package of paperwork and sent them everything they need every months for the past years!! Dealing with them is ridiculous Their customer service people don't know how to check on modifications, they just verify your info and that's it One of their accounts people actually canceled my homeowner's insurance without a reason and without my permission or knowledge! I found out from my insurance carrier! After they canceled it, they tried to force me to buy a policy from them for over times the cost of my original homeowner's policy!! I have resolved it now, but have to pay a higher price for my insurance because of CENLAR! Try to avoid them at any cost!

his letter is in response to your correspondence received in our office on October 10, As indicated in *** *** complaint, this issue was previously addressed in our letter dated March 5, (copy enclosed)Enclosed please find a copy
of our negotiated check number *** in the amount of $26.93, which represents the amount of the fee *** *** inadvertently satisfiedInstead of applying the funds to the unpaid principal balance of the loan, they were returned to the borrowerAccording to our records, the servicing of the loan was transferred to *** Loan Services, LLC (*** on July 2, A copy of the Notice of Servicing Transfer dated June 13, 2014, is enclosedDue to an operational oversight, the balance of the fee in the amount of $1,was not removed from the loan account in advance of the servicing transferWe regret this oversight occurred and apologize for any additional inconvenience *** *** experienced as a resultWe communicated this correction to *** and are working to ensure this issue is resolved timelyWe will confirm that it is resolved with *** however we feel it prudent that *** *** get confirmation from the new servicer as well since this adjustment will be handled on his account that is being serviced by themOur records indicate that on October 20, 2014, *** *** spoke with a customer service representative and was informed that the fee was removed from our recordsIn regards to the billing statements for July and August referenced in *** *** complaint, we have no record of these statements being generated by our officeShould you have questions with regard to this matter, please contact our Service Excellence Administrator, *** ** *** ** ***

PRAY your mortgage doesn't get bought by this hugely incompetent company No one in the entire place knows anything!!! How they are still an 'accredited business' is beyond me Google this....look at the tons and tons of reviews They are ALL BAD/NEGATIVE! The website is horrible, the customer service reps are nice, but seem to have no clue about anything I have nothing good to say If it was a guarantee they wouldn't or couldn't end up with my next mortgage, I would absolutely spend the money to refinance.....That's how awful it is Not just one call or experience....every single one Hope and pray you're lucky enough to end up with a real mortgage company

This company brought our mortgage, I cant being to tell you the nightmares we have hadFrom some of the customer service operators being clueless and so unprofessional and rudeNot all of them where like thatBut the ones that where I won't even talk to them just rudeI truly hope and pray none of them have tragedy in their liveWhat goes around comes around My compliant is that we were trying to be proactive and just let them know what was going on Back in late March I started calling to let them know that I would be having a major back surgery in June Call after call I was told "oh that's a little to early to notice them"All I could say is WHAT are you talking aboutNow mind you we have never been late or a payment, in fact we're earlyAfter the 6th conversation a young lady asked what it was that we where trying to doI said all we want is to do a forbearance for a couple of months while I was healing from surgery The young lady said she understood and sent me the paperworkUpon receiving it I filled it out just like it saidWe started getting calls a week later, talking about they never received it, and that it would expire in daysI was like what Heck are they talking aboutAfter multiple calls and no body knowing what they are doing, we faxed the information back to them at $for all the requested information then we mailed itThen all the sudden we get a call that they have the documents and to Stop sending duplication By this time I'm past angry Now mine you we didnt want anything to start until June 1, this is April peopleEnd of April we get a call that we need to do it over because it expiredI said how is that when I just spoke with you a week ago, no could answer meThen all of the sudden I had to have emergency back surgery because I had shattered disc the Land Swhich left me partially paralyzed on the left side of my body, now I'm unable to walkI call to ask what I needed to do because the surgeon had moved the surgery up to may to try and correct the paralyzeThe nightmare got worseNow mind you we are still paying our mortgage still in good standingI explained on multiple times that I work for agenciesExplained if you don't work you don't get paid The morning of my surgery we ge a call the packet is incomplete and that it was getting ready to expire I told the guy, look I have sent the information so many times and faxed times at a cost of $each time faxedThe operator proceed to tell me, well if you don't get the information in to keep it from ecpiringIn so many words I told this insensitive rude pompous guy, that he need to get off his seat and go find it because it's there and that I was about to go into surgery and arguing with him was not on my list todayI asked him are we late , he said no it was paid before it was dueI told him exactly, call me when you have our documentsNeedless to say the surgery went well and I'm in the healing stageOnce coming home from my day stay it starts all overAll the sudden the documents are there, go figure.now the drama starts overWe got a call asking about needing paycheck stubs for mayI went to a whole another place, I asked what part of agency are you all not getting, how hard is it to look up the last check you have in your system What was said that they need for the 15th of May, good look with that, what in the Heck don't you all get, if someone works agency and have been out of since the second week of April where in the Hell are they gonna get a paycheck stub for the 15th of May.keep in mind our mortgage is still in good standing We are living on the little social security my husband gets and have depleted our savingsI ak currently in a body braceUsing a cane and walker to help me, up to a day ago I get another call as usual, do I a paycheck stub for the 15th of MayAll I could say is that I have never met such an unorganizeInsensitive, rude company in my lifeI told the guy what am supposed to do in a body brace and unable to walk let lone driveAfter explaining everything again The guy said I need to connect you with the loss prevention WHAT in the Heck, now they tell me you Application for forforeabareneThe guys saidIt's been a long time since first sending the request for forebearenceNow I'm told that it will expire on the 31st of julyWell here it is the 30th of July, I'm still in a body brace, still don't have a paycheck stub to give them for the 15th of May, still waiting for a new signature page to be sent, because it will expire July 31stHow we are still paying our mortgage and borrowing from family until get back to work All we wanted was a little bit of help, months exactly while I went through rehab and was able to walk without a cane and walker, and to get back to work, which per the neurosurgeon would be to monthsAs of today we have had phone calls since last week for the same thingWe are so exhausted with company and right now I don't have anything good to say, I cant even heal properly without worrying and asking people to help to fax the same document over and over againAnd there was never a specific person to talk to so we had to repeat ourselves over and over againIt's funny how we didn't have any problems with our car companies or credit card companies and everyone received the same documents and are going out of their way to help us short termBut not Central loan administration and reporting it is a continuous game with themAs of today we are still current with our mortgage payments Cenlar you really need to go back read and practice your mission statement, and provide your employees with some customer service skills which some lackI have told everyone that I know to watch out for this companyI talk to my loan officer and realtor and told how this company operates and rude they are to the customers

Business Response to a Complaint
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Complaint ID#:
***
Company Name:
Franklin American Mortgage Company
Company Contact:
*** ***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
*** ***
Response:
This letter is in response to your correspondence received in our office June 17, As we understand the borrower’s concerns, he is experiencing difficulty with a third-party bill-pay service; he believes his hazard insurance policy premium has increased; he has not yet received a refund check in the amount of $1,106.00; he alleges we initiated an electronic payment without his permission, and he requests that our credit bureau reporting be correctedTaking his concerns in order: The subject loan is due once monthly, on the first of each month, as stipulated in the documents signed at closingFurther, there is a 15-day grace period for the receipt of the monthly installment; if the monthly installment is not received by the 16th of the month, a late fee is assessedWe cannot comment on any issues related to “*** Bi-weekly Administration,” apparently a third-party bill-pay service utilized by *** ***, nor can we assist *** *** in managing the bi-weekly payment arrangement he made with this vendorOur records indicate that the October monthly installment was received on October 17, and the January monthly installment was received on January 18, As a result, a late fee of $was assessed against the loan account on October 16, and January 16, It appears that checks numbered *** and *** in the amount of $1,were misdirected to *** *** in Westboro, Massachusetts (copies enclosed), and then forwarded to our officeWhen the May monthly installment was not received before the expiration of the grace period, a late fee of $was assessed on May 16, A detailed explanation of this payment transaction followsEnclosed is a copy of the Customer Account Activity Statement for *** ***’s use in reconciling the loan accountWith regard to the hazard insurance premium increase: Our records indicate *** ***’s escrow account was analyzed and an Annual Escrow Account Disclosure Statement was issued on January 28, (enclosed)This statement indicated that *** ***’s monthly payment was increasing from $1,to $1,178.03, effective March 1, A review of the analysis revealed that on June 20, 2013, there was a duplicate disbursement of the hazard insurance premium in the amount of $772.00, which contributed to the escrow account shortageWe are in the process of refunding the duplicate disbursement to the escrow account, which we anticipate will take approximately business daysOnce the refund is applied, we will perform an escrow analysis and make the appropriate adjustment to the monthly installmentWe apologize for this error and regret any inconvenience *** *** experienced as a resultAlthough *** *** was informed of the increase in the monthly installment, payments in the amount of $1,were received on March 4, and April 1, As a courtesy, the payments were applied to the loan account and on March 5, 2014, and April 2, 2014, letters were sent to the mailing address of record informing the borrower that these payments were less than the full amount due (copy of text enclosed)When a third insufficient payment in the amount of $1,was received on May 2, 2014, it was held for days pending receipt of the balance of the amount dueWhen the balance due was not received, the funds were returned to the borrower on our check number *** with a letter dated May 19, (copy of text enclosed)As *** *** asserts that he has not yet received this check, the process to stop and reissue it was initiated on June 18, We ask that *** *** allows to days from this date for a replacement check to be mailed to the address of recordWith regard to the authorization of the electronic payment: We dispute *** ***’s assertion that he “never gave permission either in writing or orally” to process an electronic payment in the amount of $1,A review of the recording of the call *** *** placed to our Customer Service Department on May 27, 2014, confirms that he very clearly authorized a payment on this date in that amountWhen we were unable to accept a credit card payment, *** *** provided the routing number of his banking institution and the bank account number for which he authorized a one-time debit to satisfy the May monthly installmentA letter was generated that same day (copy of text enclosed) confirming the arrangements for this paymentOn June 2, 2014, a letter was issued (copy enclosed) informing *** *** that the payment he authorized on May 27, 2014, was not honored by his bank and asked that he replace the payment as soon as possibleWhen a payment is not honored, we automatically make a second attempt to withdraw the fundsAccording to our records, the May monthly installment was satisfied on June 2, There was no adverse credit bureau reporting as a result of the delayed receipt of the May monthly installmentWith regard to our credit bureau reporting: Our records, dating to October 2012, show that the borrower’s monthly installments have been reported as currentThe servicing of *** ***’s mortgage loan is being transferred, effective July 2, 2014, to *** *** *** ***A letter providing details of this transfer was sent to *** *** on June 13, 2014, and a copy has been enclosed for his convenienceIf you have any questions with regard to this matter, please contact our Service Excellence Administrator, *** *** *** at ***
Sent on: 6/20/3:11:PM
Sent by:

The customer service people are uninformed, rude and lack interdepartmental communication They make each and every process difficult They do not communicate with their clients and many things fall through the cracks If you don't call to follow up, your information will be lost and you will have to start the process over

If I was to give ONE star I would lying through my teeth to the public about this pathetic lending institution
Is this the same organization that heads up the Pakistani military that was looking out for Bin Laden?
This is an absolute abomination of a service department It is April 14th, and I spent hours on the phone with different "customer service representatives", through different calls today, just to get a copy of my tax-interest statement This is the same that was supposed to mailed to me (by law) by January 31st
I also called (minutes lost) weeks ago, and they told me it would be mailed out asap
They are levels below incompetent, bricks short of a load, and sandwiches short of a picnic
Thanks CENLAR for demonstrating how America is at an all time low
What a JOKE !

Cenlar Mortgage is a nightmare for an insurance agency to deal with Hold times are extreme After holding minutes they cut me off their website mycoverageinfo.com pin # doesn't work Mortgage rates are low if I had Cenlar I would dump them

Cenlar mortgage cheated me out of my home using unscrupulous tactics and liesI am a year old man from whom Cenlar took my home away in favor of making profitsI suffer from Type Diabetes, Multiple Strokes, Arthrits throughout most of my body, Pinched Nerves, Lost my left arm, Neuropathy, Dizziness/Disorientation, Acid Reflux, Osteoporosis and rods and brackets due to fractured bonesDue to my medical conditions, and living on a Disability check, I fell behind on my mortgageOver a period of aprox1/years, I submitted paperwork to Cenlar, n(as required by them), in order to save my home with a HARP mortgage considerationEvery time I submitted the paperwork, some by mail and some by fax, I received a letter from them after weeks, stating that my information was out of date and needed to be resubmitted with current informationThis included submissions by meIn one conversation with a Cenlar employee, I was told that they only get their mail on ThursdaysDO YOU BELIEVE THAT?
After the 1/years, Cenlars local legal firm appeared in court with me to secure a forclosure on the propertyI explained to the Judge that Cenlar NEVER even attempted to help meThe Judge ordered that they pursue my requestI submitted the required paperwork to Cenlar, and GUESS WHAT? I get letters from Cenlar, days apart, saying that they required more info1/weeks following the letters, I received a third letter saying that they had all of the info they needed and that a HARP loan modification was denied to meThe reason? Because they jerked me around long enough that my debt load was too high for a HARPWe then found a buyer for the house on a "short sale", and at my next court appearance I asked the Judge for more time so I could sell the house and avoid ForeclosureAgain, the legal representative told the Judge that he knew of no short saleThe buyers had already spoken to Cenlar AND a house inspector had been to the house the week beforeI am a natural born US citizen who was in the work force for years, and my son is a year Navy vet still on active dutyAt this point, at the end of March, 2017, I will be living on the streetAll I can say is Thank You Cenlar, you have beaten out organized crime as the *** you are!!

Business Response to a Complaint
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Complaint ID#:
***
Company Name:
Franklin American Mortgage Company
Company Contact:
*** ***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
*** ***
Response:
This letter is in response to your correspondence, received in our office on June 9, According to our records, *** *** utilized our online payment feature on April 1, to authorize a payment of $1,Since the payment was scheduled after 3:PM Eastern Standard Time, the payment was processed on April 2, Subsequently, the borrower’s banking institution rejected our request for funds on April 7, since the bank account against which we attempted to draw the funds was closedThe transaction is not complete until the funds are received and applied to the loanIf incorrect data is entered, or funds are not available, the transaction is voidedAs a result, the payment transaction was reversed from the loan account and a returned payment fee of $was assessed to the loan accountPlease note: the online payment feature does not automatically populate any fields; the data in all fields must be manually entered by the userWe have enclosed evidence of the transmittal to the Federal Reserve initiated on April 2, Please take note of the different account numbers entered by *** *** on April 1, and May 1, A loan counselor informed *** *** that her online payment was rejected on April 10, That same day, she authorized a customer service representative to process a one-time payment-by-phone for $1,to satisfy the April installmentAlthough a customer service supervisor approved the waiver of the returned payment fee of $25.00, we regret that the fee was not waived timelyThe fee was waived on June 12, As of today’s date, the loan account is due for the July installmentShould you have questions with regard to this matter, please contact our Service Excellence Administrator, *** *** *** ** ***
Sent on: 6/13/11:57:AM
Sent by:

this company is a joke they get your check and cash and it wait weeks to apply to your account they dont pay taxes or homeowners insurance on time DO NOT DEAL WITH THIS COMPANY!!!

Worst company there isPoor customer serviceDo not report creditAcademy deserves major dissaproval for selling the loan to themI will be taking this further

This company is so bad that my words here are not enough to describeI have no idea how they are even managing one of the most important financial transactions for consumers If you have an escrow account or your mortgage service with them, then you are in a big trouble Worst company on all levels I had my loan transferred to them and my account is all screwed up Customer service representatives are not knowledgeable and they apparently have no clue of the services they offer No help or contact from management either They miss placed my payment some where, I had to contact my bank for proof of payment which is faxed several times to them and still no answer Then I discovered that my first payment was applied towards escrow account and my second payment is no where to be found I called many times to fix the situation and nothing is working, I even have conference call my bank and their representative and still no resolution I'm not sure if I can take this any more, something has to be done In my opinion, this company is either scamming consumers or lenders Something is so fishy here and unfortunately will take time and many victims till is fixed up by the government Worst company ever

Complaint: ***
I am rejecting this response because:">I would like to reopen this complaint. I tried responding to this on Friday after work, but I saw that it was closed. Please let me know if you can help me reopen this complaint. I wish to respond to *** ***
I was delayed in getting his correspondence, as he mailed it to the wrong address. My address is *** *** *** He addressed it to *** *** *** Ironic that my bank who OWNS my mortgage drafts a letter to the wrong residence.
Regards,
Jesse Wisnouse

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Franklin American Mortgage Company
Company Contact:
*** ***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
*** ***
Response:
Dear *** *** This letter is in response to your correspondence received in our office on August 6, While we respect *** *** right to reject our response, we consider this matter to be resolvedOur records indicate that our check number ***, issued as a replacement for the escrow refund initially mailed to the borrower on January 29, 2014, was negotiated on July 24, (copy enclosed)We do not have a record of having received any emails from *** ***Should you have questions with regard to this matter, please contact our Service Excellence Administrator, *** ***, at ***
Sent on: 8/14/4:02:PM
Sent by:

This letter is in response to your correspondence received in our office on March 13, 2014.
We apologize for the delay in responding to Mr. [redacted] request to remove the Private Mortgage Insurance (“PMl”) requirement from the loan. This is not the level of service we strive to provide.
We have retroactively removed the PMI requirement on Mr. [redacted] loan effective January 13, 2014. As a result, Mr. [redacted] is entitled to a refund in the amount of $1 15.44, representing PMI payments made since he submitted his request. These funds were deposited to the escrow account in two installments; $43.29 was applied to the escrow account on March 21, 2014 and $72.15 was applied to the escrow account on March 28, 2014.
The monthly installment has been adjusted to $1,505.21 to reflect the PMI cancellation.
Should you have questions with regard to this matter, please contact me at [redacted]
Sincerely,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Regards,
[redacted]