Cenlar FSB

In follow-up to our conversation, we spoke with [redacted] who filed the complaint.  [redacted] confirmed the complaint is in regards to the company ([redacted]) who assisted with the...

modification and not Cenlar itself because we approved a modification.  Can you remove the complaint from Cenlar’s record.

Will not call me back after stealing 10
K from my escrow account

On Feb 4, 2016, 3 months after refinancing my VA loan with another mortgage company, I received a loan workout packet from the loss mitigation workout department at Cenlar FSB as if I was preparing to go through foreclosure. It was stuffed in a regular envelope with my name scrawled in handwriting and the word "confidential" scrawled in the upper left corner and taped to my front door. I had received the confirmation letter from Cenlar that the loan had been paid in full by my new mortgage company on 1 Dec 2015. I called customer service the following day and the customer service representative verified that the payoff was recorded. I further requested that he verify that there were no credit check issues connected to this error and he stated that there were not. This was a horrible thing to come home to and confirms and supports my decision to refinance with another company. I was told that Cenlar was not a good choice and the reviews I saw at the Revdex.com certainly supported that.

We purchased a home in September 2016. The home required flood insurance to which we acquired per specifications. We received a letter in November requesting a copy of the flood insurance that had been previously supplied. This information was emailed on November 8th and receipt was verified on November 12th. Then we received another letter dated November 30th, stating that flood insurance would be forced placed if we didn't provide our flood insurance information. We called on December 5th questioning this letter and were told everything was received and ok. Then on December 23rd, we received a letter stating flood insurance was force placed and $2660 was taken from my escrow. I was livid!!!! So yet again, I called the company. They told me that the force placed flood insurance was being reversed and the money would be placed back into my escrow. Long story, I know. BUT, this company needs to get it together. It is not the customer's place to keep correcting their lack of customer service, of record keeping, of...whatever you would call it!

My loan was sold to this company a few years ago when the bank the loan was through moved out of town. It has been a negative experience ever since. Each year they send me a notice for proof of insurance or threaten me with them buying insurance at a higher cost. The insurance has been at the same insurance agent since the house was purchased about 8 years ago. The house is half paid for so I would imagine they should guess I am going to keep insurance on it.

Complaint: [redacted]
I am rejecting this response because:
Hi, this case is absolutely not closed! We agreed on a settlement and the pres. Lied and said they mailed a check and I received it now they won't answer any of my email. They are absolutely crooks and I Will file suit against them and call the local authorities for mail fraud!!!
Thanks,
[redacted]

This is by far the worst company of any kind I have had experience with. I have had two questions I called them about. Each time I have had to call back at least five times because they either didn't call me back, didn't mail me information I requested, gave me different answers to the same question, etc. Each time I've called, the initial person, or person I last spoke with, had not followed through on things (for example, submitting a request for an escrow analysis). Each rep. I spoke to also gave me completely different answers to even the most basic of questions. I have never been so frustrated with any customer service department as I have been with CENLAR.

Business Response to a Complaint
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Complaint ID#:


[redacted]


Company Name:


Franklin American Mortgage Company


Company Contact:


[redacted]


Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:


[redacted]


Response:
This letter is in response to your correspondence received in our office on June 30, 2014. According to our records, the borrower’s hazard insurance coverage was through [redacted] Insurance and on February 1, 2013, we verified that the policy was paid in full through October 26, 2013. On May 22, 2013, we received notice that the borrower’s hazard insurance policy through [redacted] was cancelled due to cancellation of interest. Our records indicate that the borrower contacted us on June 14, 2013, and stated that our check for the payment of his [redacted] hazard insurance policy premium bounced. To date, we had not disbursed funds for the payment of the hazard insurance policy premium. On June 20, 2013, a disbursement of $1,036.00 was made to [redacted] on our check number [redacted] for the hazard insurance policy premium due on February 8, 2013. The check was sent via [redacted] overnight delivery on June 21, 2013. Our records indicate that our check number [redacted] was negotiated on June 24, 2013 (copy enclosed). Customer service representatives confirmed with [redacted] on August 7, October 2 and October 7, 2013 that a disbursement had been made for the payment of the hazard insurance premium. We do not have a record of the borrower having contacted us regarding this issue since that date. On December 26, 2013, we received Evidence of Insurance from [redacted] effective December 23, 2013. Due to an oversight on our part, our records were updated to reflect that no payment was due to be disbursed until December 23, 2014. Since no disbursement was made at that time, the escrow analysis performed on January 28, 2014 (copy enclosed) revealed an escrow overage of $556.60, which was mailed to the borrower on January 29, 2014. Our records do not indicate that our check number [redacted] has been negotiated to date; therefore, we have initiated the process to have a stop placed on our check so that a replacement check can be issued to [redacted]. We anticipate that these processes will be complete in five days. The subject loan was paid in full on June 4, 2014, and a final reconciliation of the escrow account was initiated. In accordance with the Real Estate Settlement Procedures Act (RESPA), the remaining escrow balance of $1,137.16 was mailed to the borrower on June 26, 2014 (copy enclosed). We contacted [redacted] on July 8, 2014 and confirmed their receipt of our check. [redacted], the representative with whom we spoke, informed us that a refund of $1,036.00 was issued to the borrower on July 8, 2013 as a result of an overpayment to the policy. [redacted] also confirmed that the borrower negotiated [redacted] check on September 13, 2013. Once [redacted] receives and negotiates our replacement check in the amount of $556.60, he will have received all of the refunds to which he is entitled. Should you have questions with regard to this matter, please contact our Service Excellence Administrator, [redacted] at [redacted]
Sent on: 7/9/2014 11:05:51 AM
Sent by: 67.107.93.2

Without exception, Cenlar has provided the worst customer service I've ever experienced with any type of company. They misrepresent, miscalculate and have zero empathy for the customer.

[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 1[redacted], and findthat this resolution is satisfactory to me. In the future some kind of noticewould be nice, and to be transferred to a department only to leave a messagethat doesn't get returned until 4 days later is unacceptable to me. I have setup my payments through my bank to resolve this issue, but again had I beennotified of this there wouldn't have been an issue and I would have been happyto make a payment by mail or phone.
Regards,
[redacted]

This company is so incompetent. I am having the same issues with them NOT paying my insurance with MY money from the escrow. I ended up paying out of pocket because they couldn't pay it after me calling them for two months. We'll see how many calls it takes to get my escrow refund.

This is to inform you that the Cenlar Bank has done electronic deposit for the amount of $3500 in my account.
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]

Complaint: [redacted]I am rejecting this response because: I paid all my billsaccording to my/cenlars policy and on time, if I were to be late on any said payment, Iwould have to pay a fine/penalty. Cenlar sent mailings that my escrow wasclosed and loan paid in full. if they can send mail stating paid in full andescrow is closed, they could send "MY MONEY" there is no reason whatso ever other than CENLARS GREED to hold my money and capitalize any interestfrom their holdings
Regards,
[redacted]

Review: On 11/19/2012 Central Loan Administration & Reporting (Cenlar) issued me a check in the amount of $1551.96 for a misapplication reversal. The check, number [redacted] was never cashed and became stale dated. I contacted Cenlar on 12/15/13 to have the stale dated check reissued to me. I called again on 1/3/14 and requested the same thing. On 1/28/14, when I called, [redacted] (a supervisor) said the check was being reissued as check number [redacted]. On 1/28/14, when I still had not received the check, I called and was told by [redacted] that the Research Department would have to look into things before it could be reissued. On 2/25/14 [redacted] again said the Research Department was looking into things, but transferred me to [redacted] who promised he would call me back with a status on 2/28/14. On 3/7/14 I spoke to [redacted], who transferred me to her supervisor - [redacted] could see no record of the check that [redacted] had reissued on 1/13/14. He transferred me to the head office, and I waited on hold for 1 1/2 hours - nobody picked up.Desired Settlement: I want Cenlar to stop fooling around, and reissue my check. They have been holding my money since 2012. This check should have been reissued automatically. It is ridiculous that I've had to wait so long.

Business

Response:

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

Cenlar Mortgage is a horrible mortgage company. My escrow is being poorly managed! Actually I believe there is embezzlment going on. Money from my escrow is being paid to policy numbers that are NOT mine. They (Cenlar) is saying that I am 900.00 short on my escrow account. I have made a lot of calls to customer service with NO resolution. My insurance company has verified that the policy numbers that are being paid are NOT mine!

Review: THIS COMPANY IS A PURE SCAM THEY NEVER REPORTED INFORMATION THAT SHOULD HAVE. THEY EVEN CONTACTED OUR LOAN COMAPNY TO HAVE OUR MAIL SENT TO THEM THEY ALSO STOLE MONEY AND JUST NOW HAVE US UPSIDE DOWN MORE THAN EVER DO NOT USE THIS FRAUD COMANY AND THEY USE ROOSEVELT LAW CENTER PC AND THIS COMPANY CAN NOT BE FOUND ONLINE SO NOW WERE SCREWED AND I WILL BE TAKING FURTHER LEGAL ACTION. AS WELL AS THEY DO NOT RETURN PHONE CALLS AND THEY DO NOT SEND YOU RECEIPTS FOR NOTHINGDesired Settlement: TO GIVE US OUR MONEY BACK AND WE GO ELSE WHERE TO GET A LOAN MODIFICATION

Business

Response:

In follow-up to our conversation, we spoke with [redacted] who filed the complaint. [redacted] confirmed the complaint is in regards to the company ([redacted]) who assisted with the modification and not Cenlar itself because we approved a modification. Can you remove the complaint from Cenlar’s record.

Review: On May 3, 2013 at [redacted] there was a kitchen fire. The home insurance company responded the same day and came out and asscesd damages and reviewed what would be done next. We received a check for replacements on May 6, 2013, then we reported to Cenlar and they sent out a form that should be filled out by a licensed contractor to have the work done. We sent the check from the home insurance company next day to Cenlar on the 8th of May. Since then Cenlar failed to send back funds to start the work on the kitchen. It has been a month now and we still have not received anything from then and on a weekly basis we continue to get broken promises to have the check returned back to us.Desired Settlement: We would like the desired outcome to be a fast return of the check so we can put the kitchen back in place before the end of the month.

Worst company there is. Poor customer service. Do not report credit. Academy deserves major dissaproval for selling the loan to them. I will be taking this further.

Review: We sold our house on 9/26 and it was a cash deal, so it funded same day, I was charged interest until 10/2, Cenlar shorted me on the amount I was due back for the extra days of interest, also they charged me for 2 months PMI at closing which PMI is only in the rears by 1 month and in the same month of September they took out PMI out of my Septembers payment.Desired Settlement: refund of shorted interest and one month of PMI.

Business

Response:

Please find our response to Case Number [redacted]

Review: In 2012 I was behind on my loan payments, I called and made a payment over the phone. I knew that if I owed three payments that they would send my loan into foreclosure. Making this payment was very important to make sure that did not happen. When paying my payment the did not give me a confirmation number, I was told it would be mailed to me. After a week went by I never received the letter, instead I received information that my loan was in foreclosure!I did get the issue figured out after lots of time spent talking with [redacted] In the meantime I also had to contact a lawyer. As of today it still shows on my record that I had my loan in foreclosure and Cenlar does not want to work with my to try and get that off of my record. It should not be there as I did not go into foreclosure.After two years go by I am now dealing with a similar issue.I was one payment behind....I wanted to be in good standing so I made a repayment plan. They added that one payment to my next 5 months payments. I was not able to pay online because of the status of my loan. I called in my payments, a few payments into it Cenlar did the same thing AGAIN! They never posted my payment and wrongfully sent my loan to [redacted] Now Cenlar will not even talk to me, they say I need to talk to [redacted] Which I paid my payment and it should not be with [redacted]! Cenlar has put me through [redacted]! I am starting to believe that they do this on purpose. I do not know of any other business that you can pay a payment over the phone and they just simply do not process it!! And they give no confirmation no., instead say they will mail it to you!I would advise anyone to not have their mortgage loan with Cenlar. If you do, do NOT pay any payments over the phone with them!!!Desired Settlement: Would like my loan back with Cenlar with my repayment plan and not with [redacted] I would like any fess that were added to my loan, for being transfered to [redacted] to be paid for in full by Cenlar.For my complaint from 2012, I would like it OFF of my report stating that my loan went into foreclosure.

Business

Response:

See attached