Cenlar FSB

Review: CENLAR continues to refuse to work with us for a short sale for a property that has lost significant value. They continue to misdirect and ignore attempts to resolve the issue. Poor customer service. Lying to us regarding resolving the issue.Desired Settlement: Deed in lieu of paynent

Business

Response:

November 21, 2013

Service Representative

Revdex.com Serving New Jersey

1262 Whitehorse-Hamilton Square Road

Building A, Suite 202

Hamilton, NJ 08690

Re: [redacted]: ID: [redacted]

Loan Number: [redacted]

Dear Ms. [redacted]:

This letter is in response to your correspondence received in our office on October 30 and November 12, 2013. We apologize for our delayed response.

Enclosed please find our response of today, which addresses the similar complaint Mr. [redacted] filed with the Consumer Financial Protection Bureau (CFPB). His complaint was forwarded to

our office by the Office of the Comptroller of the Currency (OCC).

We trust our response has resolved Mr. [redacted]’s concerns.

Should you have questions with regard to this matter, please contact me at ###-###-####.

Sincerely,

Service Excellence Administrator

Enclosure

cc: [redacted]

Review: Once I reached 80% of my home loan amount I requested removal of my PMI monthly cost. I faxed my request and followed up with an email. I received an email back stating my request was received on 1/13/14 and to wait 30 days for a response. I waited past 30 days and emailed twice (on 2/15 and 2/19) asking for an update. After not receiving a response I called customer service on 2/24. I was again informed that they received my request but were still processing. I asked if there was a direct number I could call and they said no. I also asked if the customer service person could contact them and she said no. She said that I would have to wait for a response through the mail. I still have to pay the monthly fee and was told that they did not know if I would be credited the amount I would pay this month (or subsequent months if I do not receive a response). I received and email later that day stating that my request was received on 1/21/14 (which was different from the first email stating 1/13/14) and to again wait 30 days for a response. This was on 2/24 - already 30 days past both stated dates they reported the request was received.Desired Settlement: I would like an immediate response to my request for PMI removal and credit towards any amount I paid post request.

Business

Response:

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,

HORRIBLE customer service. The customer service option to talk to a human being just does not exist. It hangs up automatically once you choose that option. I have received the new property tax from the city of Denver for 2016 and just cannot update it with CENLAR because either the FAX number also does not exist nor I can talk to someone at CENLAR. My problem is totally unsolved as of 01/26/2016.

Review: We sustained damage from a hail storm to our home on 5/22/2014. Our insurance company provided us with a check to compensate for the damage ($15,000.00). The check was written to me, my husband and Susquehanna Bank. We received a large envelope in the mail with Susquehanna's letter head and instructions to fill out a large amount of paper work for the damage, along with sending the signed check to this location in Florence SC. I sent a large amount of the paper work, and wanted to start repairs to our home in a timely fashion, however this company will not release the money back to us. I have called the company a number of times requesting the money be sent to start the repairs, however I am addressed by someone that reads from a screen the same response every time. I have requested to speak to a manager every time, and each time I am told there are no managers available to speak to me, and someone would call me back in 23-48 hours. I have YET to speak to a manager or have someone call me back. It is now the dead of winter in [redacted], and for a roof to be replaced at this time of the year and in freezing conditions is not recommended by the manufactures of the shingles. I was told by the insurance company that we should have the roof replaced prior to winter to prevent further damage to the underlying structure of the roof. We have not had the money to provide to contract to buy the materials, and at this time, if there is additional damage found by the contractor, I feel that it should be the responsibility of this "questionable" company to pay for any damage due to delay in releasing funds. At this time I am unsure out insurance money will ever be released back to us for home repairs. I don't know what else to do.Desired Settlement: We would like to have all our money sent back to us, along with all personal information we provided about ourselves, and our contractor to this company. We would also like the company to pay for any additional damage to our home as a result in the delay to release the money. I would like all my information removed from their system, as I will be transferring my current mortgage from Susquehanna Bank to another location, and I never want to receive anything in the future from this company. If they are truly a company, I would like to know that a manager will always be available to speak to a future customer at any time they are open. They may feel this is not a lot of money, but to us this is a huge amount of money, our investment and home that we are constantly reminded of daily that needs to be repaired.

Business

Response:

Attached please find our response to the [redacted] complaint.

Review: My loan was assumed by cenlar after [redacted] went bankrupt. When my ex-wife and I seperated in 2011 she was informed by CENLAR that she could modify the mortgae under the [redacted] program and remove me from the loan and reduce payments to keep the home. They assigned the mortgage to [redacted] which verified these statements. I signed a deed release to allow her to assume the home and modify and transfer the loan to her name. Over the course of the next 18 months they finally modified the loan, reduced the payments and interest rate. HOWEVER the issue here is that they did NOT remove my name from the loan as promised, additionally they added approx. $30,000 to the loan balance as well as extended the loan term by several years. The issue here is that a loan that was supposed to be released from my name and credit report still shows against my credit and shows negative payments and overextended loan balances. I never signed any paper work to allow a loan to be re-written under new terms with my name attached.Desired Settlement: This loan needs to be removed from my credit report effective the date of me releasing the property.

Review: I have been billed late charges at least 3 times recently for late payment. Twice I feel I may have been close to the due date, but the last payment that I sent to this company was sent at least a week in advance. I am convinced with the late charge for this last payment that not only did they not post this payment in time but I am now questioning the other three payments also. The payment always gets posted the day after the extension due date. Payment is due on the 1st of the month, but I have until the 16th before the payment is late. Upon speaking to them they are blaming the postal service for these delays. Up until these last few months I have not had any problems. Not only are they posting them late but they have sent me a letter stating that the late payment information will be reported and effect my credit.Desired Settlement: I want this company held accountable for their shady practices. I don't feel like I am their own customer with this complaint and I would like for this to be fixed for not only myself but for others that may also be going through the same situation I am.

Business

Response:

Attached please find our response to Case number [redacted] / [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: Even thou we informed Cenlar back in December of 2010 that we had canceled the renewal of the [redacted] policy and that we had decided to go with [redacted] ([redacted] Cenlar still paid [redacted] this was the start of the ongoing issues with Cenlar, due to this and the lack of cooperation, we paid the new policy directly to [redacted] and later was notified by [redacted] that Cenlar had paid them as well. When we finally received the Cenlar refund from [redacted] for $1,077.66 we mailed a check on 06/06/11 to Cenlar This is from a statement from our bank confirming the payment: 1 Time Dft [redacted] Tel ID: [redacted] $1,077.66 and this is where things became even more frustrating as Cenlar apparently have not applied this payment back to the escrow account and [redacted] is not responding to our emails regarding this payment.Desired Settlement: Cenlar to credit our escrow account with the $1,077.66

Business

Response:

This letter is in response to your correspondence received in our office on November 29, 2013.

It is our belief that we previously provided a comprehensive explanation of what transpired on this loan with regard to the insurance disbursements made in 2011. Enclosed please find a copy of our responses dated July 17, 2012, September 23 and October 30, 2013 and all pertinent documents.

In addition, according to our records, [redacted] contacted our Customer Service Department on June 2, 2011 and authorized a one-time payment-by-phone for $1,077.66. The funds were credited to the escrow account on June 3, 2011. A copy of her loan activity statement is enclosed for your reference.

We do not have a record of having received a check from [redacted] in the amount of $1,077.66 in June 2011. Should [redacted] have evidence of a payment that is not reflected in our records, we ask that she provide a copy of the cancelled check, front and back, to our office for review. For her convenience, she may fax this documentation to my attention at [redacted]

We do not have a record of having received any emails from [redacted].

Should you have questions with regard to this matter, please contact me at [redacted]

Sincerely,

[redacted] Service Excellence Administrator

Enclosures

cc: [redacted]

Review: Our loan was bought out by Cenlar around 1 year ago. When my husband lost his job they wouldn't work with us with our payments. We are finally starting to get cought back up, and I'm trying to pay my March payment online (as I have always done). They now won't let me pay my morgage payment. It's telling me "they can't locate our account" even though I'm logged in. ???? So I figured I would call. I called 3 differnt #'s that's listed on there insane non user friendly website and kept getting a voicemail that tells me to leave my name and # and they will get back to me with in 24 hours. They advertise that they are available 24hrs a day. My big concern is that once we roll into April it will be a double payment due, and that's just not possible for us to do all at once. I think that's what they are trying to do though. I've ready MANY reviews online about this company and have seen the EXACT same complaints as mine. We are currently filing bankruptsy but are by no means including our home in that. So I don't get what the problem is and why I can't simply pay my March payment. Please help me.Desired Settlement: Just to be able to make my payment without getting so mad that I want to pull my hair out.

Business

Response:

Attached please find our response to ID: [redacted]

Consumer

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.]

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,

Review: Hello, my mortgage was originally through [redacted]. We bought our house in 2012. The mortgage was sold to another bank, and now to a second bank, called Cenlar (New Jersey). At my previous house, my wife and I worked very hard to pay down the mortgage by making additional principal payments, usually another $200 or so per month AND a few thousand from our annual tax refund. At our old house, this really lowered the monthly mortgage payment. It allowed us to put more towards the principal each month, thus shortening our loan period and amount of interest we'd have to pay. So what was an $1100 payment was reduced to about $900 over a few years, which allowed us to put even more down towards the principle each month, thus drastically reducing our loan amount.

I have been doing the same at my new house. When we purchased in 2012, I was assured at the settlement table that there were no penalties or fees for early payment, or for modifying our amount due each month. However, with this new company Cenlar, I paid about $10,000 cash towards the principal last year and was shocked that my monthly payment did not go down. I called them and was told I'd have to pay a $150 "recasting fee" that basically would do what happened at my previous home- I'd have a slightly lower payment.

I called the loan originator, [redacted], and they said I had nothing like that in the original contract that I signed. However, Cenlar says its a processing fee and they are free to charge whatever they want. My question: I never asked for my loan to be sold to another company. I have no control over that. But how can my original agreement be modified by adding a processing fee that was not part of my original contract?Desired Settlement: I would like, in writing, verification that they will not charge me for this recast or any future recast, and that recasts will be calculate automatically every 3 months or so. I would also like the principal-only payments of the past 2.5 years to be retroactively applied to the account. I lost a lot of other opportunities (family vacations, etc) to pay this down, and seemingly for no benefit.

Thousands and thousands of dollars have been paid for nothing, if they continue these deceitful practices.

Business

Response:

Attached please find our response to Case Number [redacted] / [redacted]

Consumer

Response:

Review: [redacted]

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 [redacted] I was delayed in getting his correspondence, as he mailed it to the wrong address. My address is [redacted] He addressed it to [redacted] Ironic that my bank who OWNS my mortgage drafts a letter to the wrong residence.

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.

Review: I have paid my mortgage in full, and cenlar will not release my balance of over $1000 of escrow, If I was to with hold a payment I would be charged fees, and they would destroy my credit..

this is a misuse of my moneyDesired Settlement: send my money with out a 5-6 week delay

Business

Response:

Attached please find our response to the [redacted] complaint.

Consumer

Response:

Review: [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]

Business

Response:

Attached please find our response to Case Number [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Cenlar has sent 2 letters saying my loan is paid in full and that my escrow is closed. CENLAR continues to hold my escrow monies that they have no right to. I have sent them a fax as they requested, and they still continue to hold my monies

Regards,

Consumer

Response:

Review: [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,

This company is so bad that my words here are not enough to describe. I 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.....

Review: I have been trying to get this company to re-evaluate the escrow analysis for my mortgage. Since the time I purchased my condo back in August 2013, my mortgage payment had always been $2122 a month which includes Principal, Interest, MI and Property taxes. It was transferred from [redacted] to [redacted] Then transferred again in September 2014 to Loan Administrations. My mortgage payment went from $2122 to $2327 a month. I have been calling their customer service number non stop trying to get this resolved but all they could tell me is that someone should be working on it. It's been over a month and they have yet to correct the escrow and mortgage payment. There was a small increase in property taxes which should result in an increase of $13 a month not $205 a month. It has cause me daily stress trying to get this resolved. If I could, I would avoid this company at all cost and refi my mortgage to [redacted] I have another mortgage with [redacted] and they have always been quick and responsive to correct any errors.Desired Settlement: I want someone from this company to immediately re-evaluate my escrow analysis, fix the problem, correct my monthly mortgage payment starting with November's monthly mortgage to what it should be and refund me the additional $205 that I paid in October 2014.

Business

Response:

Attached is our response to the ** complaint

Review: We Sold our house and the escrow company paid off our existing loan with Cenlar July 31, 2015 and did not inform me about paying the loan off. Aug 5, 2015, there was an online bill pay through my bank account for $3500. I called Cenlar and notified them and they told me they have the money and they will issue a check within 7-10 days. Called again after a week, they said it will take business days. 28 Days later, I have not received a check and when I am calling different representatives say different things and even can not locate my $3500. I asked to speak to a manager, they said there is not manger. After arguing a lot they put me on hour long hold to get hold of a manager, that never came on the line.

I went to the bank and got the tracer number and Bank manager wrote a letter to be faxed to them. Called them from bank and asked for home loan department fax # and faxed it. Later on find out, the fax # was wrong. Had to call Cenlar again to get the Correct # and faxed it again. I mailed the original letter via registered mail on Sept 3, 2015Desired Settlement: I want my $3500 over payment back plus same amount of interest and charges that they would of charged me if I was only one day late on my payment.

Consumer

Response:

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

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,

Review: I have been trying to get a "short escrow" charge removed for almost a year. Instead of removing it they have spread it over 5 years. This amount is included in an additional or second part of a modification in which an additional 40,000 was charged. At the time of modification I owed 20,000 in back payments that I was told not to pay in order to get the modification. I cannot seem to get Cenlar to fix it and have been passed around to the point of getting a migraine! Daily! Please help me get the additional charges removedDesired Settlement: Correction of modification amount and removal of charge for unowed escrow that was added.

Business

Response:

Please find our response to Case Number [redacted] / [redacted]

Consumer

Response:

Complaint[redacted]

I am rejecting this response because: they should respond

Regards,

Review: Cenlar failed to adjust my escrow account to new insurance policy and failed to notify until more than a year later. Their new adjustment at that time was more than I could afford and I could not get anyone to talk with me about it except for numerous people in foreign countries that just told me that I was at fault for Cenlar not making the proper adjustments even though they notified me that they had recieved the changes and they also would not respond to the Attorney Generals office concerning this matter. I do not get any statements at all concerning how much I owe or where my mortgage stands.Desired Settlement: billing adjustment as well as explanation of why an adjustment was not done when changes were made to my policy and an explanation as to why I get absolutely no statements or invoices.

Business

Response:

Attached please find our response to the [redacted] complaint ID: [redacted]

Review: I have 3 county taxes and have been trying to get them to pay the other 2 since October 2014. They stated that they would send it to the tax department in October and they would get paid. I have called numerous times and been told to do different things. I have done everything that has been told. My taxes still remain unpaid. I spoke with someone who said they should have been on the legal document and that is why they haven't been paid. I have sent them copies of the bill and this is my last resort because this is the last month before penalties are enforced.Desired Settlement: Pay my [redacted] County and [redacted] county taxes please.

Business

Response:

Attached please find our response to the [redacted] complaint.

Consumer

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.]

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,

Review: On 09/17/2013 Irecived a letter from CENLAR which is the Annual Escrow Account Disclosure Statement saing that I have asurplus of$833.76 dollars and they suppost to sent it within 20 bussines day wich never happen I called them on 11/5/2013and spoke to [redacted] ext [redacted] that the check will be send in 2 days but nothing happen so Idid call on 11/19/2013 and spoke to a lady she that she does not Know why they did not send the check and put a request to her supervisior but the thing is that with this company Ihad alot of problem because they miss handle a lot on documentation and have a very poor costumer service and they trouw the ball one to onother . I would you like you to give a very poor rating and have them send my money ,Sicerelly [redacted]PS: account # is [redacted]thank youDesired Settlement: DesiredSettlementID: Refund

have my money and have onother company to handle my loan

Business

Response:

This letter is in response to your correspondence received in our office on December 12, 2013.

According to our records, an escrow analysis was performed on September 1?, 2013 (copy enclosed) and revealed an escrow average of $833.76. However, as of that date, the escrow account balance was $741.02. As a result, we were unable to release the escrow surplus to the borrower at that time.

On November 5, 2013, [redacted] contacted our Customer Service Department to inquire about the release of the escrow overage. On that date, there were sufficient funds in the escrow account to release the overage to the borrower. Consequently, the representative with whom he spoke escalated the borrower‘s request to release the escrow surplus to a supervisor.

A review of our records indicates that this request was not processed timely. We apologize for any inconvenience the borrOWer experienced as a result of this delay as this is not the level of service we strive to provide.

Our check number [redacted] for $833.76 was issued on December 13, 2013 and matted to [redacted] on December 17, 2013 (copy enclosed). Our records do not indicate that our check has been negotiated as of the date of this letter.

We note that [redacted] requested that another company handle his team. At this time, we are unaware that the investor, [redacted], intends to transfer the servicing of the teen.

Should you have questions with regard to this matter, please contact me at [redacted]

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

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.