I can't seem to talk to a real person? They keep giving me the runaround! They should have something saying please wait and will get you in touch with an agent. read more

Would give 0 stars if I could. Quite possibly the worst company on the planet. Cenlar was responsible for paying our property taxes from our escrow account. They issued a check and claimed it had been sent to the county tax office. The next thing we knew, we were contacted by the county and informed that our taxes were delinquent and had not been paid. Cenlar assured us they would correct the issue by sending another check, which they did. The problem? They withdrew the funds from our escrow account a second time. They double-charged our escrow, leaving a shortage that has now caused our mortgage payment to increase. Our loan has since been transferred from Cenlar to Onity, and now Cenlar refuses to answer our calls because they no longer service the account. If there is a legitimate explanation, then pick up the phone and talk to us. Otherwise, from our perspective, funds were taken from our escrow account twice and the issue remains unresolved. This situation needs to be made right. read more

Trying to wire a big amount towards my principle and can not get wire instructions emailed to me. Customer service wants to give it to me over the phone, how do I know its not their personal acct??? read more

Hello, Is there a customer service i can talk to? I don't have an account with Cenlar, FSB. But your company got my personal information and your company send a 1099-INT to the IRS. read more

Cenlar didn't pay my insurance premium out of my escrow account. My insurance was cancelled due to non payment. My mortgage was transferred to a new servicer. New servicer is saying to call Cenlar about non payment. It's impossible to get anyone from Cenlar on the line because my loan is now being serviced by a new servicer. I have no home owners insurance because of Cenlar and have no way to resolve it. read more

Terrible telephone answering tree. Have to go thur numerous prompts to get a real customer service rep.

Absolutely the worst company to deal with. Terrible customer service! IF you can reach the right department to address your concern then they will lie to you or don't know the answer. Worst two years dealing with them. I am so glad we are finally rid of this company!! My advice, get out from them even if rates haven't lowered!! Not surprised other reviews are 1 star as well. read more

If I could do zero stars I would. This company needs to be shut down. They lie, cheat, and steal. I have an escrow account that is supposed to be paying my property taxes. They magically one day stopped paying, to the point where the town wants to place a lean on my property, and they can't figure out what is wrong or how to fix it. Been going on for weeks. They are 100% liable and incapable of proper communication or competence. RUN AWAY form these people if you don't want to have to sue them for results. read more

My mortgage was sold to Cenlar who is now handling my loan. Cenlar has not paid my taxes that were due 3 months ago from my escrow account. I reached out to them a month ago and was told they would handle It including any late fees. My taxes have still not been paid and are now delinquent even though I have more than enough in escrow to cover it. Cenlar received a delinquent notice from my county and city and did nothing about it. read more

Well they process my loan fine. However, I've tried to switch to paperless 5 times--online, through customer service, and twice in writing--to no avail! I get my worthless statement in paper every month! It's a waste of paper for the environment and resources to the company! However, they are so lacking in understanding in how their system works that they can't stop it! Makes me worried as this was even before widespread use of AI! - read more

Total incompetence. Our home loan was transferred from Ally to Cenlar, not by choice. Almost 1 year later, we still do not receive a monthly bill via email or USPS. Customer service has a different response every call. No surprise they are still not accredited by the BBB. Interestingly, they went from an F to A+ rating...but still have 1 Star on yelp. read more

I have been in the process of completing a mortgage assumption with Cenlar for more than 250 days. Last month (November 2025), I received a letter asking for some final documents, which were immediately provided, and the letter stated that once these were received, the closing documents would be sent to my settlement agent within three business days. We then reported this timeline in court to a judge, only to receive an e-mail yesterday that there were additional undisclosed steps that Cenlar was responsible for, and the closing documents weren't sent. I am trying to figure out how many approvals a mortgage assumption takes, but through trial and error, it seems to be "Conditionally Approved," "Approved," and "Final Approval." There have been so many delays that Cenlar had to pull my credit report a second time. As of now, the customer service reps I've spoken to couldn't clearly articulate what the delay was with my mortgage assumption from the notes he was reviewing on my case. However, he gave me instructions on how to send my request to Cenlar's Research Department to help expedite the mortgage assumption. read more

After the. CEO. Retired 4 years ago They are negligent on customers accounts. As of August the 12th, 2026, the main number does not work, unable to reach anyone. read more

Our mortgage was transferred from Ally to Cenlar, and the experience has been awful. After a tornado caused significant damage to our home and we were in a Federal Declared Disaster, we applied for mortgage assistance with Ally and submitted all requested documentation multiple times by phone and email to Cenlar as they had assumed the loan. Each time, Cenlar claimed the documents were either not received, unreadable, or missing a page, despite being resent repeatedly and confirmed during calls. The reasons changed, but the outcome never did, more delay. We spent hours on calls with different representatives, none of whom appeared to have access to prior conversations or submissions. There was no continuity, no ownership, and no urgency during an already stressful disaster recovery process. We have continued making monthly payments since our forbearance period ended, yet those payments are not being properly applied to our account. No clear explanation has been provided, despite repeated follow-ups. Now we have received a letter saying our application has been closed because of incomplete information. They seem to be intentionally delaying and now closing the application for their benefit. read more

Lost a mortgage payment, then refused to take digital payments due to the delay, forcing the use of cashiers checks three consecutive months in a row, sent by mail, to use digital payments again. This only ensures they can lose more mortgage payments. Absolutely the worst company I've ever dealt with in my life. Terrible customer service, draconian policies and highly error prone. Zero stars was not an option and would still be too many. read more

Wanted to remove PMI so had to pay $450.00 for an appraisal to be done. Appraisal was done on March 15 2026. I have requested my copy of the appraisal, that I PAID FOR, and have been repeatedly ignored. The phone system is specifically designed to prevent you from reaching a human being at all costs. I understand that this is most cost efficient for Cenlar but it speak volumes about a company when they go to such great lengths to avoid any human interaction. the only options, besides recordings, and bots, is to message through the portal. I have sent 6 messages thus far and have been completely ignored. Portals are very useful for that purpose. So here I am, 5 weeks out and having to write a snail mail letter, which I am assuming will be also ignored. My only course of action will be to report to CFPB I guess. All I can say is, do all you can to prevent doing business with Cenlar. read more

CENLAR took over my mortgage last fall. So far in 6 months they've messed up the rate on my mortgage twice and have misapplied my payments twice. Right now every payment that I've made (ALL ON TIME) has been reversed and sitting in a holding account. They acknowledged the error 2 weeks ago and it is still not fixed. Meanwhile my wife and i keep getting letters and voicemails from them saying our account is past due. I just checked this morning to see it was fixed and noticed the changed my interest rate AGAIN to the wrong rate!! My loan documents clearly say 6.25% as the rate and they keep changing it to 6.50%. This is absolutely unacceptable. Now i have to waste my time and call AGAIN today to try to get the to not only fix the unapplied payments but to fix the interest rate. read more

Cenlar sold my loan to Cenlar.....Really? They have stopped automatic payments from my bank account. I have no billing statements so I am unable to pay my bill. My account on the website is no longer active, the chat is useless and when I call any of the numbers the robo says I have to contact my new servicer and it gives me a number and website that is CENLAR!! I am unable to talk to anyone and I am stuck. This is rediculous! read more

I started a loan assumption with Cenlar in 2023 and thought it closed in January 2024. A year later, they admitted their own employee (Darlene A) handled the closing improperly and told me it all had to be redone. It has now been 8 more months since that, the assumption has been approved for months, and they still refuse to finalize the paperwork. Because of their mistake, my ex-wife is still showing as a borrower even though she was removed from the loan a year ago. I've filed multiple complaints (BBB, CFPB) and still no resolution. Absolutely unprofessional. Avoid Cenlar at all costs. read more

Terrible phone system! I am an old customer of theirs. I need a copy of an old mortgage statement, however because i am an old customer, my file has been archived, my portal log in has been deactivates, and i no longer exist in their current database which apparently is the ONLY way to talk to a human being! Absolutely infuriating and terrible that i have to resort to yelp. read more

CENLAR is worst mortgage lender in the United States, informed they dodge calls aren't available to answer questions about my loan. Frequently stating we want to know your address we have received return mail. On one occasion it took them three months to post two mortgage payments. They are inenept. read more

This company makes it impossible to get anyone on the phone to help. After my father passed they made it next to impossible for my mother to get tax documents and then in the middle of everything the mortgage was sold and now she can't even get through to an agent! She can't even file her taxes from 2024 and it's 2026! Super frustrating, worst service ever! read more

Cenlar was the one that was supposed to approve our short sale (we are the buyers). Not only did they not respond on time to all the inquires from both our side and the sellers side, they cancelled the short sale due to the application being incomplete and therefore, now the house will fall into foreclosure. They couldve gotten a great deal but now they will have to jump through multiple hurdles because it will be a foreclosure and get multiple thousands of dollars less than what we offered. Horribly run company and I don't understand why they are still a functioning company due to all the terrible reviews. Good job. read more

In October 2025 I got a letter that stated that I did not have insurance for the house. So I uploaded the policy to the website as requested, I then got a second notice in November 2025. I tried to call then at the number on the letter but can't get a live person only the automated system that go round and round. so rather that upload the information like last time i decided to email the current and prior insurance policies with an explanation. I also heard from my insurance agent that they were also contacted to confirm that I had insurance. In December 2025 I got 2 letters dated the same date. One stated that I had insurance and the other said I didn't. I didn't know what that means but again couldn't get in contact with anyone for an explanation. Then in January 2026 I got a another letter again saying I didn't have insurance and that they are going to purchase insurance for me if I didn't provide proof. I emailed them a copy of the current policy. I just got a reply to the last email saying that the information was entered. I have not idea what that means I am so frustrated can't get anyone to respond me and let me know if the issue is resolved or if it needs more action is needed from me. read more

Had I known it was NOT Citibank providing this mortgage I would have NEVER done this. Their customer service is the worst. I called because there was a discrepancy in the original payment amount and it took me 10 minutes to actually speak to a person. There is NO prompt that says "speak to a customer service agent". I finally just pressed a bunch of numbers and when I asked how to get to an agent they told me they could not tell me. This is SO frustrating. Advice: when you apply for a mortgage, find out who will actually be handling the mortgage. If they say Cenlar, find another company. read more

It's actually insane you cannot get a hold of a live agent with this company. There are several numbers I have called and they're all automated. We just had a loan transferred to them and there is a discrepancy in the amount. There seems to be no way to talk to someone to fix this. The only way was we left a message in our portals inbox but have not gotten a response even after 2 business days. I would move off this company ASAP and will be in touch with the bureau. read more

I inherited this house from my mom. After having submitted paperwork to them several times and having had my bank ALSO submit the paperwork saying that I am now the obligor on the loan, they still don't have any of it. They jacked up the mortgage by $1,000 and the rude representative couldn't explain why. Part of the reason was that the assessor hadn't yet worked on the inherited exemption paperwork, yet. Even after the assessor fixed that, they've still been trying to charge me the same amount. It appears that they've gone from hiring no people to answer the phone to hiring absolute clueless numbskulls. So... I'm going to fax the information to them AGAIN. See you guys in a couple of weeks when nothing again happens. read more

THE WORST MORTGAGE COMPANY!!! They NEVER have answers NO ONE is helpful I had my mortgage thru Citibank for years then they sold to this company AND IT HAS BEEN THE WORST EXPERIENCE EVER now I see your ratings and see you can care less read more

Paid off a loan they service and one month later I have still not received my pay off letter. Their phone menu no longer accepts my loan number or social security number as a validation so I can't get past this step to talk to a human. Their office is 30 mins from my house. I'm thinking of going in person - LOL! read more

I tried to pay it off and they screwed it up and sent it back. I have called 4x and spent an interminable amount of time on hold and getting transferred from Debt Collection to Customer Service. A couple of the people seemed geniunely helpful, but I got disconnected and had to start all over. I wired money based on their dreaded payoff date and added an extra day's interest and they still sent it back and after 1 hour on the phone, they wanted me to do the exact same thing again adding an extra $1.48 for the several days interest. It is a complete waste of time and money, as the wire fees from the bank are uncompensated. Their procedures are ENTIRELY WRONG, as my escrow balance EXCEEDS THE AMOUNT OF MY BALANCE and they will have to send me a refund. When asked to do this initally, they refused and claimed it is their standard policy to get paid and then send a refund. read more

I started loan assumption over seven months ago with Cenlar. The processor was very helpful and I appreciate her hard work, even though it took a long time. I received approval at the beginning of September and got a letter saying closing would reach out in 5-7 business days. That was 34 business days ago and I haven't received any communication from closing. It's impossible to talk to anyone and no emails or voicemails receive replies. Based on the other reviews it looks like this could drag on indefinitely. Only a final few steps remain and the trail has gone cold, which is a real bummer. I wish I could get clarity on this and establish a reasonable timeframe for completing what has been a hopelessly protracted process. read more

They're definitely should be an option for 0 stars. The social media team responds that they are going to have someone reach out. I posted my review this past Friday and was told to allow 48 hours. It is now Wednesday and I received an automated email I cannot access. When I called them the last time to discuss this issue was not resolved. The customer service rep was rude and I requested to speak to a supervisor, told I'd be called back and nothing. They are the most unprofessional business I've ever had to work with. read more

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Had a mortgage with them and when they sold my mortgage they did not give me a full 30 day notice which is required by law.

I have never encountered a company where you cannot get a live person. I have called numerous times, entered my social and loan number, and the automatic system can't find anything on me. Just trying to find out if Cenlar services my loan read more

Hello everyone! Yesterday I gave Cenlar a negative review cause of the experience I had with their awful customer service. I changed my Star from 1 to 4 . This morning I reached out to their customer service again . I wanted to give them a chance. I got excellent service from a Maria she was able to resolve my problem . Also a Tammy called to help she was assigned to me from the review I put on Yelp. They are new to me and I hope the excellent service continues. Thank you ladies and thank you Cenlar read more

Left me on hold for 1 hour and never came back. Tried them 3 times total and couldn't get someone on the line afterward. Criminal.

Failure to correct erroneous negative credit reporting, including retaliation for making an inquiry, by changing previous positive credit reporting to 30 days late. Highly unethical business practices. read more

I would give -100000 stars if I could. I've been on hold for 6 hours for 4 days straight before getting disconnected exactly at 6 hours. I can't get anyone to come on the phone and help me with an account issue I'm having. I've called 3 different numbers that the online chat support has given me and all have done the same thing. read more

After my grandmother's death, I needed straightforward support on her account. Instead, I was met with incompetence, endless runarounds, and a shocking lack of empathy. Customer service is a black hole of wasted time. Representatives read from scripts, refused to escalate issues, and even flat-out told me my concern "didn't warrant" a supervisor. When I pointed out that they didn't even know the reason I wanted to speak with a supervisor, they doubled down--refusing to connect me with the department that could assist and refusing to let me speak with anyone higher. Imagine being forced to re-explain your circumstances to agent after agent, only to be met with indifference, no resolution, and outright refusal to allow access to someone who could help. That's Cenlar. I have spent countless hours--time I will never get back--trying to resolve issues that any competent mortgage servicer should handle swiftly and compassionately. And the countless hours wasted weren't just mine--they were also their employees', a clear sign this is an inefficiently run company from top to bottom. Instead of accountability, Cenlar offers only obstruction, disrespect, and wasted resources. The lack of accountability and basic human decency is staggering. In a moment when I needed support the most, Cenlar showed me only cruelty and incompetence. Since Cenlar refuses to listen to me directly, I will make it my mission to speak to as many people as possible about how horrible they are and to strongly discourage anyone from ever using any of their services. If simply trying to pay them money on an existing mortgage is this difficult, I can't imagine the level of incompetence someone would face if they were actually trying to obtain a mortgage through them. In fact, Cenlar is so bad I actually considered shorting their stock--only to discover they're privately held. Yet again, they manage to disappoint. If you value your time, sanity, or peace of mind, stay as far away from Cenlar Mortgage as possible. They do not deserve your business, and they certainly do not deserve your trust. Cenlar doesn't just fail at customer service -- they fail at existing. read more

Their customer service could be so much better. Each representative tell you something different I have been trying to get in touch with a supervisor and still no luck it's been a month now read more