Cenlar FSB

This company is a joke, I opened a case with the Consumer Financial Protection Bureau based on some recent events that have taken place with my mortgage. We'll see what happens but would recommend those of you having trouble with Cenlar do the same.

By far the worst mortgage experience I have ever had. This will now be my fourth loan I have had and first with this company. Their customer service shouldn't even be given a one star. When I first bought my house platinum mortgage was the holder, soon to be bought out by cenlar before my first payment was due. Check was made to platinum then forwarded to cenlar as they were the new carrier. Payment was 1583.10 which is was the check was made out for. CSR rep at cenlar only processed the check for 1083.10, "500 short of actual payment." Online it still showed me owing the full amount, as it was placed in a suspense account from not receiving full payment. I waited until the check cleared my bank to make sure it wasn't my error. Sure enough, I had wrote the check out correctly and it was their error. To note I was getting debt collection calls everyday even when I was in the grace period. I had called multiple times explaining the situation and to not be contacted, to where I still was in the future. After multiple attempts to CSR reps I requested a manager on 11/16/2015 and waited almost 45 minutes for one. After minutes of trying to explain to this so called manager what was going on, to whom didn't speak or understand english that well, he finally seemed on board and stated that it would be taken care of and it should reflect by thursday the 19th. 19th didn't show anything, nor the 20th or that weekend or the following week. On the 24th it was showing a complete reversal of the 1083.10 but I had nothing back in my account receiving the credit and on top of that received an updated statement that day in the mail for two payments, "november and december" along with a delinquent notice. Furious doesn't even describe the feeling. I called again that day and waiting again another 45 minutes for a manager. It took this manager another 45 minutes to get on top of things. Yes that's one an a half hours to deal with this. Stated that my refund check was mailed out on the 17th with regular postage and I should be receiving it tomorrow the 25th. They send out my delinquent notice first class, but my refund on their error regular mail. Complete disregard to customer service. Overall I have spent about 5 hours on the phone with this company to fix their error on not knowing how to read / process a check, without one bit of an I'm sorry. I am truly disgusted to have this as my lien holder and hope they get bought out as quickly as possible. Anyone who has this company should be prepared for no customer service what so ever. This company is a joke and shouldn't be in business at all.

[redacted]
This letter is in...

response to your correspondence dated March 21, 2014. We appreciate your patience as we researched this matter.
[redacted] contacted us regarding a replacement for our check number [redacted] in the amount of $1,551‘96 which was issued on November 11, 2012. The check became stale dated when not cashed within 180 days. These funds were originally returned to the borrower as they represented a partial payment for his mortgage.
We believe this matter has been resolved. Our records indicate that this check was stopped on March 12, 2014; the following day, March 13, the funds were credited to the borrowers loan account, placed into suspense (see Customer Account Activity Statement, enclosed). On March 17, 2014, the funds were transferred to the borrower’s escrow account, and the next day, March 18, disbursed as an escrow refund on our check number [redacted] in the amount of $1,551.96 (negotiated copy enclosed).
We note that [redacted] first contacted our offices regarding this issue on January 28, 2014. We regret the inefficient manner in which resolution was reached as it does not reflect the level of service we strive to provide. To avoid similar issues in the future, we recommend [redacted] discontinue sending in partial payments. Should the borrower continue to send less than the full amount due, he runs the risk of the payment being returned to him because our system does not recognize a payment amount that is less than the full monthly installment. On some occasions, the partial payment is not applied to the loan and instead is placed in a suspense account. When this occurs, there is no benefit to the borrower. Alternatively, the system applies the funds to outstanding fees, if applicable.
Should you have any questions with regard to this matter, please contact me at [redacted]
Sincerely,
[redacted] Service Excellence Administrator

One month is how long it took to Cenlar to fail me.
Hours on several calls asking for assistance don't even get me a call back.
They can't even adjust a lowered Homeowners Insurance payment for me.
Also they lastly claimed a raised "FHA Mortgage Insurance" rate will now raise my payment by $148.00 per month! This is a total Lie per my Closing Co, there are no such FHA fee raises, ever! So what do they plan to do with a false raise? I'm afraid to be a customer here!

[redacted]
Cenlar issued a replacement check to me on 3/18/2014 - 11 days after I filed my complaint with you.  I appreciate the Revdex.com's assistance with this matter.  I would however still like to disagree with / complain about Mr. [redacted] claim's of Cenlar's customer service levels.  
Mr. [redacted] said that I did not reach out to Cenlar until 1/28/2014.  My records, as theirs should also, indicate that I first called Cenlar on 12/15/2013 and I spoke to their customer service representative [redacted]  I called again on 1/3/2014 and spoke to [redacted], who then transferred me to his supervisor [redacted]  I called again on 1/13/2014 and spoke with [redacted] who transferred me to her supervisor [redacted]  On 1/28/2014 (the call that Mr. [redacted] believed was my first) I spoke with Cenlar's customer service representative [redacted], who informed me that the delay in resolving my issue was due to snow.  I placed 4 additional calls prior to the refund check being reissued.
Our timelines aside, Mr. [redacted] states that the original check that was issued on 11/11/2012 and became stale dated 180 days later on 5/10/2013.  Further, it took until 3/17/2014 for Cenlar to redeposit the funds into my account and reissue the check - 311 days after the check became stale dated!  Is this the level of customer service that Cenlar strives for?  Is holding the money, and not crediting a customer's account, for this lengthy period of time even legal under NJ law?
[redacted]

Don't let the A+ rating the Revdex.com gives CENLAR fool you. (Let's all remember who pays "dues" to the Revdex.com) I was transferred 3 times and talked to 4 different reps on my first call to CENLAR regarding an insurance issue with my mortgage. Got what I needed, which was simply a fax number to have my insurance send something to, and I called back 3 days later to confirm it was taken care of. They said there was nothing of the sort on file. Insurance co. confirmed it was sent. I've now talked to at least 6 reps with CENLAR, and when they ask for something, I deliver. But it doesn't seem to go both ways. Judging by the amount of complaints and poor reviews, it appears that money can buy an A+ rating. Unfortunately for me I'm stuck with them since my original mortgage lender sold me off. A simple search of CENLAR online would have shown you a minimal rating on every consumer rating site but the Revdex.com which doesn't factor reviews or the time consumers have to waste walking them through everything like a child.

I have made dozens of phone calls to this company trying to fix the over charge in my escrow - the first phone call was perfect, she corrected (or so I thought) told me my new monthly payment amount & the amount I had overpaid into escrow. I received a partial refund and since then have gotten no where other than being told they will "put in a request" for it to be corrected !!! I can not stand this company's unprofessional-ism and deceit -- DO NOT VOLUNTARILY USE THIS COMPANY!!
I am stuck with them until I can re-finance my mortgage
HORRIBLE - BAD - THIEVES ...not enough bad adjectives to describe Cenlar

[redacted]
This letter is in response to your correspondence received in our office on May 15, 2014.
According to our records, the subject loan was paid in full on March 25, 2014, and a...

final reconciliation of the escrow account was initiated.
On March 31, 2014, a payment of $1,400.00 was received from CheckFree, a third party bill pay service. Since the loan had been paid in full, we were unable to apply the funds to the loan. Instead, per our policy, the funds were held in our office for 21 calendar days to ensure that they did not come back as a returned item, and then the funds were sent to CheckFree on our check number [redacted]
Since the funds were not applied to the loan account, the customer service representatives with whom [redacted] spoke would have been unable to provide any detailed information regarding our receipt of the payment. However, on April 11, 2014, a customer service representative informed [redacted] that the refund process could take up to 30 days to be completed. In an effort to assist [redacted] the representative requested that he send evidence of the payment to our office for review. According to our records, the evidence was received and forwarded to the appropriate department for handling on April 15, 2014.
On April 21, 2014, our check number [redacted]in the amount of $1,400.00 was sent to CheckFree. While we are unable to comment on the amount of time it may take CheckFree to return the funds to the borrower’s bank account, our records indicate that our check was negotiated by CheckFree on April 25, 2014 (copy enclosed). If the borrower is not yet in receipt of these funds, we suggest that he contact his financial institution, who will work with CheckFree to
complete the refund process.
Should you have questions with regard to this matter, please contact me at [redacted] 
Sincerely,
[redacted]
Service Excellence Administrator

please see attached

I have been trying for some time to get rid of my PMI. It's clear that Cenlar wants me to keep my PMI so they simply don't reply to my requests or they take 29 days of a 30 day month to reply, with a less than helpful reply, requiring a reply from me, which gives them another 29 days to repeat the process. I've finally--after several months of this run around--gotten to where I have requested an appraisal in writing...and again...no reply. Again, its been 29 days. It feels like my lender is holding me a financial hostage because they simply will not reply in any sort of timely fashion. I don't know how they can conduct business in this manner and yet have a good Revdex.com rating???

Cenlar bank bought my mortgage. Upon buying it my previous bank had let my escrow account get behind. I received a letter from Cenlar stating that not only did I have to catch up the behind, but they also require $1800.00 running balance. I was given 24 months to make the difference. So my payment went up close to $200.00 a month.

Complaint: [redacted]I am rejecting this response because: I recieved a letter from cenlar saying my  loan [redacted] is paid in full, and My Escrow acount is closed, I will uplaod the statment tomorrow when I can scan into...

PDF file. Currently I have attached a photo of said letter. if the escrow acount is closed and they can send a letter, then they can send me a check with my moneyRegards,[redacted]

I apologize, the response to the below complaint has not been uploaded.  We are unable to locate a loan in our system with the information provided.  We attempted to reach the complainant but we have been...

unsuccessful.  How should we handle the response?

[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.
I just wish I didn't have to go this far to get what I needed.
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 [redacted] and find that this resolution is satisfactory to me.
With that said, this is what the company has told me before in a letter and what the company tells me every time I speak with them on the phone, yet nothing is done and nothing has been done.  My monthly mortgage statement still shows the fraudulent charges on my account.  I have also been told the amount has come off several different times, only to be put back on the account.  I have advised both Franklin American and [redacted] if the matter does not get resolved once and for all, I will seek legal counsel.
Regards, [redacted]

I tried to log into my account to pay and they locked me out saying that my password is invalid. It is the same password it always has been! They sent me an email stating that my account has been unlocked and surprise! It's not!!!! Beware!! I read reviews online about them trying to make it difficult to pay. I will be refinancing in the near future. This company has no place having an A+ rating, not to mention being in business. Customer service is horrible and obviously nobody there knows how to do their job!

Unfortunately I was assigned to work w/ these folks to process my insurance claim (insuranceclaimcheck.com) from the April 11th Wylie, TX hail storm. Here I sit 6 weeks later with the news that apparently I have to get a new check issued due to the mortgage transfer as they are not willing to work to get an additional signature on the check to release funds. This is even after I placed a call before sending the check to be sure it would be accepted. Naturally I was told no problem, and that was on 5/12.

I've had subsequent phone calls, been promised calls back (that never happen) and just been given the complete run around on this and I haven't even gotten to the point of releasing funds yet which sounds like a complete nightmare.

How is it this place can be in good standing when homeowners are having to deal with months of anxiety just to get $ released to fix damage before more damage occurs from the initial issues.

Does anyone know if there is another agency we can report them to, I know they have listings as well in ripoffreport, same stuff as I've read here on Revdex.com.

Central Loan Admin (Cenlar) is a horrible mortgage company that purchased our mortgage. They have "held" two mortgage payments (that were sent on time, and the correct amount) for over a month with no explanation. We get letters stating that said payment has not posted and we are not late. We now send certified checks via certified mail. We have a USPS tracking number that says it was delivered. But they claim it's not and we get harassing calls and letters daily. We are close to getting an attorney and taking all of our documentation of payments with us. Sad that we have to prove payments made. We work hard for our money, submit payments timely and we should not have to deal with this too.

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,

Worst customer service. Impossible to get a hold of them. I would consider refinancing to avoid dealing with them. A