Wish there was less than 1-star..... This is the absolute WORST company to work with. They will continue to charge you annual fees even after your account is closed and the customer service is completely non-existent. AVOID this company at ALL COST.... read more

The worst financial institution I've ever been involved with. I too had Cenlar take over my CitiMortgage. I've had issued with getting a payment credited to ESCROW. I call and get put on hold, then the call is disconnected. I've emailed several times without a response. Zero customer service. Going to look at a refinance with a better trusted company ASAP. Also their website looks and feels like a template from some cheap web service. Antiquated and absolutely user unfriendly. read more

My loan was recently transferred to Cenlar after being with Citi for 5 years and I absolutely HATE IT. First time I tried to call them I was on hold then the automated message said to call during their hours of operation which was ridiculous because I live in Texas and it was still 6:30. Second time I call a lady answers and dosnt even let me say "Hello" before she tells me to "call tomorrow because they cant pull my information at the time", I asked for her to repeat because I wasnt sure if what I heard was that but unfortunately it was. My 5 seconds on the phone with the customer service representative was enough for me to determine what I'm going to be dealing with. I wonder if we have a choice in this matter? read more

It's bad enough to lose a parent at a young age, it's even worse when CENLAR is your parent's loan holder. Their downright deceptive and predatory practices has brought my sister to tears and caused a tremendous amount of undo stress to the family. Actually, it's not even limited to my family. The title company and our lawyers have also expressed complete disbelief in this company's practices. They've never dealt with anything quite like it. What is the task we are trying to accomplish with CENLAR? Pay them, pay them the entirety of the loan. We have sold the house with an expected closing date of 12/22. Every other institution involved has been able to work with the title company and get them the information they need. CENLAR, meanwhile, offers different solutions to providing that information with every different customer "service" agent that answers the phone. I will 100% be filing a complaint with the BBB, if not for myself and my family, but for every other victim of this disgraceful business. read more

Update: I finally reached a person and apparently nobody there knows their own rules for paying extra principal payments to a loan. Avoid if possible. read more

I am only giving one star because giving minus 5 stars isn't an option. For days I have trying to simply get a copy of my mortgage statement for the month. I have spoken on chat 2x to customer service who promised to send it to me by email, never came, I have spoken by telephone to customer service, customer service "specialist," web support team, and escalation department who finally informed me that my request for a copy of my statement was discarded (without any notice to me) because there is a "cease and desist" order on my account -- an order I never put on. My insistence on speaking to a supervisor who could actually assist, and send me my mortgage statement was summarily denied because my request for removal of the cease and desist is in the "research department" who escalation department refused to forward me to. I wouldn't touch this company again with a 50 foot pole. read more

No Stars - I have been dealing with their customer service for months on a transferred loan. Escrow was taken out of a NON-ESCROW loan and still cannot get my money back from them... They also sent my new loan company that I owed over 5k in escrow which I had to pay until Cenlar sends a corrected escrow amount. Crazy - There is only one department that can talk to you- BEWARE read more

My loan was transferred to them, and after about 2 months, I'm not really happy about it. Though I will admit to have less reason to complain than the majority of people here it seems They haven't done anything wrong per se, but their website is not user friendly at all. It opens a lot of new tabs for no reason and things aren't seeming to be found in the logical place. Their set-up isn't user friendly either. For example, you can't set up a payment, say, for a week from now when you get paid. You can only set it up for right now, changing the date is not an option. It hasn't been the worst, but it hasn't been good either. read more

It doesn't take much of a search online to discover the massive number of complaints against a mortgage loan servicer named Cenlar FSB out of Ewing NJ! Oh, and let me also state that they have lost their accreditation with the Better Business Bureau some time back. I experienced gross customer service while Cenlar FSB was the servicer of my loan. Basically, everything you can think of that has been posted many times over by other individuals online (i.e. lies, excessive hold times, total incompetency, etc.) Thankfully, I no longer have to deal with them as they are no longer my loan servicer. But I say shame on companies like Citibank and others who partner with Cenlar FSB to service mortgage loans. Word gets around, especially in today's world. The most important thing I can say is for anyone who is currently stuck with Cenlar FSB as your mortgage loan servicer, please file any legitimate complaints or concerns with the following agency: https://www.consumerfinance.gov/complaint/ You will get a response. I have never in my life encountered such gross negligence with a mortgage servicer! But, hopefully, if enough people file their legitimate complaints and concerns, Cenlar FSB may someday be held accountable. read more

One of the worst mortgage servicing companies, they call you via an automated dialer and request you call them back! But they do this after their call center closes. When you do call them back, the message says, after phone prompt hell...... our offices are now closed, please call us during normal business hours, thank you.....and line disconnects! Here's a concept.....have your recording mention your "normal business hours"! Their paper statement lists customer service phone number, email address, yet does not mention hours of operation. Neither does their website!!!!! What a JOKE OF A COMPANY!!!!!!! I wish I could give ZERO OR EVEN NEGATIVE STARS!!!! read more

Worst service ever! Recently received increase in mortgage payment. No notice or explanation. Now the nightmare begins. Phone number doesn't work. Keeps hanging up. Chat doesn't work - only receive vague unrelated responses. Nothing on website. Have got to find another servicer. If you get assigned to Cenlar - run! read more

Cenlar does not respond to Qualified Written Requests, though by law it is mandated they respond accordingly. How this debt servicer has found itself above the laws of the United States is baffling to me. Cenlar, by far, is the absolute worst mortgage servicer in the country. Their employees have no idea what they are doing, they all work from home, and seemingly have no formal training whatsoever. If you happen to have your mortgage sold to Cenlar, I suggest you refinance immediately with a local credit union that will not sell your loan. If you are behind on your mortgage and with Cenlar, you can forget receiving any form of assistance from these fraudsters; they have no idea what they are doing, no sense of urgency, and no formal training. They won't even give you their full name when you call in--what scumbags! They are an absolute joke and should be federally prosecuted. Inept is an understatement. THE ABSOLUTE WORST COMPANY. read more

My loan is serviced by Cenlar and I called over a week ago to look into refinancing. I have spoken to George twice and left a voicemail. He claimed he had emailed the information to me, I have never received. I verified the email information, now my calls are unanswered or cut off. UPDATE: I was contacted by Cenlar, I did finally get a quote, not from my mortgage holder. In hindsight, call Owning first if you want to refinance. Great pricing and outstanding customer service. read more

Not only am I dealing with the loss of my baby brother who passed w/o a will, living trust or a digital listing, etc. It has been very frustrating to get CENLAR's attention although USPS has provided proof of CENLAR's acknowledgement receipt 7 months ago. I feel CENLAR wants to foreclose on the property w/o recognizing the death certificate and the court appointed personal rep. Warning to potential applicants, do not use CENLAR. read more

It is simply STAGGERING how appalling the 'customer service' of this Horrible company is. Once again, I get a call 'we need to talk to you urgently'. Just a lazy-ass Robo-call for me to call them back and wait on hold while listening to 'how important my call is to them'. Asswipes. If you have a sh&t about customers you would actually Call them vs send a cheap and annoying robo-call for us to have to wait on hold to speak to you. Wasting your time would be Criminal. But us?? I guess none of us has anything better to do than listen to your awful canned music clearly stolen from a Moscow hotel elevator back when Donny was visiting to get filmed. It's real simple: If you want to talk to us, call us. Don't send your lame-ass robot to annoy us and tell Us to call You. Who the hell do you think you are? Add that to the fact that you have lost my mailing address information and I have mailed it to you 5 times only for you to lose it 5 times so that when I do brave your nasty tinkly cheapest on the planet muzak I have to wait for another half hour while you try to find a way to talk to me without verification of an over-a-decade office mailing address I would never be able to remember no matter how many memory enhancing over-the-counter pills I quaffed. Maybe you could just 1. Keep good records 2. Call your customers. and lastly 3. Respect your customers, just a little bit. You're the poster-children of everything that is wrong with 'big business'. The company I had at my old address in 2009 had a rule for customer service: If anyone was ever on hold for over 23 minutes the shift manager had to have a good excuse or receive 1 out of 3 pre-dismissal warnings. On that basis, there'd be nobody left in Cenlar's offices today. read more

I would NOT recommended this lender to ANYONE!!! During 2018 we were repairing our home that had 6 feet of water in it from Hurricane Harvey. If you all can imagine this was a tough time financially. We got behind on our mortgage and applied for loss mitigation to keep our house from foreclosing. Well when August rolled around we had yet been approved for loss mitigation and received a call that our house was going to be put on the foreclosure market in two days. So to obviously to keep my house from foreclosing I was forced to send in a cashiers check of over $20K to save my house. In the two day process to save my house, Cenlar conveniently approved my loss mitigation. I immediately contacted the law firm (Albeterri Law Firm) that Cenlar hired to handle my foreclosure, and told them to NOT cash the check that I sent since I no longer had to come up with this money due to loss mitigation being approved. Good thing was that my house did not foreclose but it left me in limbo with Cenlar and the law firm on making sure that check was not cashed. After weeks of emails with the law firm that admitted they had the check in their possession and were just waiting on Cenlar to tell them what to do with it, they informed me that Cenlar asked them to send the check to them!! A few days later Cenlar cashed the check!!! 3 years later and my mortgage being sold a couple months after Cenlar cashed my check that was not theirs to cash, I am selling my home. Wellll as expected Cenlar filed a lien against my home for the loss mitigation that was approved. So now what this means is that I am out over $20K on the equity of my house as well as over $20k that Cenlar got from my check. Basically to make this whole situation easy all I need is Cenlar to accept blame and take off the lien to the house so we can close with the current buyer before they decide to go elsewhere due to Cenlar making us wait for them to fix their screw up. If you can imagine I have made numerous calls to Cenlar to expedite this only to be told it could take 30 DAYS to get a response which is completely unacceptable for this specific situation. They screwed up and need to fix this. I was even told by the customer service rep that since my loan isnt being serviced by them any longer that I am not considered priority!!!! I don't know if this will get to the right people within the organization but I NEED this corrected ASAP. HORRIBLE EXPERIENCE read more

Does this review even matter? They already have a 1-star rating on every website on earth. I've been on the phone with them for 2 hours today just trying to get them to take my payment. Spent hours and hours over recent weeks. After 2 hours today, they can not take my payment, I can't' pay online and I'm waiting for another callback that will never come. read more

My new HELOC lender sent them a payoff check along with AUTHORIZATION TO CLOSE HOME EQUITY LINE OF CREDIT. Cenlar failed to close the old line of credit and sent me a check to "refund the extra payment", which meant to pay off the origination charges and fees. Now they are charging me an extra fee and requiring to wire the payoff amount at extra cost to me for the wire charge. How can I make sure they close my account for good now, so I don't have to deal with this company ever again?! read more

Absolutely one of the worst loan servicing companies ever! Be prepared for them to sell your loan, add hidden fees without any explanation and when calling in to dispute or challenge it you are denied access to a supervisor and hung up on by the incompetent customer service reps. This is the worst loan servicing company I have ever dealt with so please save yourself the trouble. I hope there is a class action lawsuit at some point because I will gladly hop on the band wagon. read more

Will not answer any customer service phone calls and there is no online contact us option. When you finally do get through, you are hung up on. HORRIBLE CUSTOMER SERVICE! read more

They should be in prison for the damage they cause. They are stupid and dishonest. Words cannot describe their level of incompetence and deceitfulness. I had nine mortgages with Citi. From 2007 until 2019 not late once. Then Cenlar. They destroyed my credit and refused to correct it. After two years and countless attempts to reason with their room-temperature IQ employees, I gave up. read more

I got a HELOC from Citibank and at closing, Citibank told me the loan will be handled by Cenlar. I was doing a cash out refinance where i need a subordination with Cenlar due to HELOC, Cenlar responded with "borrow cannot have more than $2000 cash out" requirement where there isn't anything in my HELOC document to state that i cannot have cash out from my primary mortgage. I wasn't asking for their permission. This is my property. Particularly the loan to value ratio is only 50%. Cenlar is unprofessional, inexperience and a rip off bank. I ended up "closed this ass hole HELOC" for good. Lessons learned, i will never deal with Citibank ever again in my life. There are other good mortgage company out there like Chase where i have been loyal to them for over a decade. read more

Cenlar - Email from Cenlar subordination department - Mortgage Lenders Near Me - Ewing, New Jersey

If I could give negative stars, I would. Every time I have called to resolve an issue, they do not resolve the issue but try to deflect the issue or avoid it. I have had their customer service hang up on me several times. I called today and instead of helping me, they told me to call a different company to resolve my issue. Customer service needs training. Empty promises and under delivering information, etc. read more

I tried to talk to a representative several times. Each time I had to wait at least 45 minutes. Insane! They ruined my credit history because of an error in the autopay system. Now I have to dispute with all three credit bureaus. The worst! read more

I am beyond amazed that this company can be allowed to conduct business. Between them failing to acknowledge payments that my bank has confirmed were made and blatantly making false accusations that I claimed a payment was unauthorized (to be clear- I have never told them this) so they can charge me a fee, they should never be allowed to be in business. I have contacted the company multiple times to have them explain why they are doing this and I've been told that a supervisor will call me later in the day, or the next, and nothing. It is also amazing that the company has zero supervisors ever on hand to discuss the problem when the representatives continuously say that they can't do anything to help. Please, Stay away from this loan company at all costs if you want to keep your good credit and sanity! read more

My home loan was sold to Cenlar and they have been a nightmare to work with. As I am writing this I am on hold after a rep advised he needed to place me on a "quick hold" which has now been over 20 mins. Cenlar increased my monthly mortgage payment by $800 after they performed the escrow analysis without taking into consideration my portability or homestead exemption going into effect later this year even though I sent them proof from my county property appraiser. Their customer support is basically nonexistent and their escrow analysts don't understand how basic property taxes work. read more

This is in regard to fire damage to my home that occurred on 3/17/2022. As with all fire insurance claims, the insurance company releases payment o me & my mortgage co (Cenlar) to be kept in an escrow account. On 2/7/2023, i requested a progress inspection by Cenlar. Funds were supposed to be released to pay mu contractor to continue work. As of today. NO ADDITIONAL FUNDS have been released. I have called Cenlar every day since 2/28/ 2023 asking where my funds are only to be notified of different excuses why funds haven't been released. I am still waiting on funds and now my contractor has ceased to continue repairs until funds are released to pay them. To date, I am out $39,000 of personal funds I paid the contractor for work done in February 2023. read more

All I can do is pile on. Every year they underestimate my escrow. I tried calling them this year to find out why. Lost count of how many times I got disconnected. I haven't even been able to leave a message. read more

Cenlar loan administrator and reporting is the worst mortgage company I had ever seeing, I have been dealing with an issue since May of this year. I have tried to communicate you via your website and it is useless. I have sent message after secure message and get no help asked to speak to supervisor for over 10 times and never call back. I try to expertise my loan length so I try to switch from monthly payment to a by-weekly payment on May, but they still holding my 1st bi-weekly mortgage payment without credit to my account, they said they had been return my payment since June 11 but today is July is already July 9, and I still did not see the returning check. When I asked to apply that amount toward additional principal over two weeks ago, again the amount still not credit to my account. I called over 20 times since May 23 and each agent give out a difference answer, looks like the company need to retrain from upper management to the agent. They damage my credit report by 135 point because my bi-weekly payment, they report to credit company that I did not pay the May and June mortgage payments. read more

They are the WORST! I just need a mortgage statement for a refinance. Go online, NO billing documents in my billing documents section. Look for customer service number, can't find one. Go through Live Chat, tells me it will be 2 hours. Call the customer service number they gave me to make sure, they tell me 2 hours. 24 hours later I call again, again told 2 hours. 4 hours later I call, tell them I need this TODAY or I lose my refinance.... put on hold for 25 minutes before he checks back in to tell me he's still checking. I go on live chat, was told 2 hours again. Told Alberta I was told this 28 hours ago and 3 people ago, ask for a supervisor, she hangs up on me. I'm still waiting for my statement, something I should be able to print online myself. read more

My partner and I have trying to contact Cenlar to documents about our loan for our preapproval process. We've called 4 times in the last 7 days. Each time, we are on hold for no less than 30 minutes. When we finally reach a human, they redirects us to a different agent, when we're put on hold again. Why did we call multiple times? Well, when we requested the documents the first time, it turned out that they sent the document to a different email! Sensitive mortgage documents... sent to a different person. When we asked them, why the email was sent to that person, the agent reports that they are not sure, given that the emails that they have in their system for us is accurate. Anyways, we're dumbfounded. But we still need our documents, so we ask them to send it again. They tell us they would send it. We waited over the weekend, and called again on Monday. Waited an hour to get a human. Redirected to different agent and put on hold again. At the end of it all, I still haven't gotten my documents taht I need. I have to wait AGAIN. Why can't they just send me the documents during the call? Why do we have to wait, call again throughout the week, just to learn that the email didn't go through?? We are beyond frustrated -- we are disappointed. We still need our docs.... 4 calls later. read more

If I could choose zero stars I would. this company is by far the worst servicing company ever. They lost and misapplied payments during Covid and now trying to fix this has been a nightmare. We are working with our mortgage company to address this but they are even having trouble finding the history or how they applied payments. I sat on hold today with the 800 number for 45 mins only to get a voice message that the business is closed and then hung up on me. I hope to god they are closed now because they are the worst. I will happily join anyone that wants to look into a lawsuit! read more

This company is absolutely awful. My mortgage was paid off more than 6 months ago and month after month they continue to auto bill me for the original amount of my mortgage payments. After a few weeks they send me a check back for the amount they owe me, but they should be paying me interest for taking my money for weeks at a time! This needs to stop! read more

Terrible customer service. Never a call back as promised. Insurances docs sent several times by fax and email and they still can't get it right. read more

The worst so-called customer service! My interactions with Cenlar this year have been literally worse than the 1 star I am giving them. It started last year when I casually called to ask what the balance of my loan was, with a live rep. For some reason, that person took it to mean that I was requesting a payoff statement, which I was not and they went & ordered one without asking me - which I was charged for, even though I did not request one. Then Cenlar would not remove the charge from my balance even though I complained in writing. Now I am near the end of the loan, and do want to pay it off. I tried to pay using a customer service rep, since it was the last payment and had to wait 45 minutes to speak with someone. I finally got through and was told that to pay using a real person it would cost me $9 even though I had wasted almost an hour of my time waiting to talk with someone. I agreed to pay it, gave her all my checking account information & I sat on hold while supposedly she was putting the payment through. She must have pressed a wrong button or something and after waiting 10 minutes, the phone just went dead on her end. So now I did not know what was happening with my payment! Did it go through or not? She never called me back to inform me that the payment went through, even though at the beginning she verified my phone number for the record, so she could have been a professional and called me. I called back and sat on hold AGAIN for 30 min and was told by another representative that my payment did not show up in my records and I should wait 3 - 5 days to see if it would go through! What? Why should I have to go through this? If it did not go through, in 3-5 days my current payment would be late!! And I get to sit on hold again to make a payment or get the status. Ridiculous! This company sucks! And this has nothing to do with Covid - 19 - that is just an excuse -in general every interaction is long and tedious - the hold times are unacceptable and the reps are cold and unfriendly. I wish someone there would be pro-active and call me to let me know the status - instead of my having to sit on hold and then get no information to help me. read more

Stay FAR away from CENLAR! And Citibank Mortgage as they sell your mortgage to CENLAR. A fact I was not aware of till after I had signed all the paperwork. Been on the phone with CENLAR today for 2+ hours to ask for a breakdown of my loan modification as I want to pay my escrow advance so that I do not get charged interest on it. However, I got transferred from one agent to another. Mrs. Joseph hung up on me, because she could not or would not give me the breakdown. She also said that an agent at CENLAR can not answer my question to explain the breakdown of charges. And would not give me any direction on how to proceed besides appealing. When I asked her the procedure of appealing, and how it proceeds, she hung up! So, I called back again and spoke to Mr. Reese, who transferred me to my point of contact, and connected to voice mail. In NY, by LAW, all mortgage owners are supposed to have one point of contact. I have been repeatedly told (by CENLAR agents) that Ms. Veronica McKinney is assigned to my account. However, after receiving this information in Feb 2021, I have never had the opportunity to speak to her, she has never called me, and every single time that I have been transferred to her number, I have connected to her voice mail. I have left several messages. So in short, CENLAR is skirting around the NY state law of single point of contact. These are the people I spoke with today: Ms. Lavette- 4135 Employee ID Ms. Smith - ID 258237 Derek Katie - ID 4637 Mrs. Joseph - Employee ID 5174 Mr Reese - ID 9792 read more

I just transferred my HELOC loan with Cenlar as they not only did not disclose hidden fees such as annual fees but put it on monthly bill and although I was an autopay and seemingly paying the "fee" it kept showing up monthly on the bill and kept inquiring why (7 total attempts) with no response. Turns out even if you have automatic payments they won't accept online payments of the annual fee-you have to call separately and pay via phone for an extra fee of course. I decided to transfer my loan after several issues with customer service. Rude, non responsive messages, did not meet their own 24 hour reply committment. Took them 6 days to respond only after I made 7 attempts via message and phone to request a payoff statement. I tried to pay off the loan online and they wouldn't let me. Requires a wire transfer for a fee, ofcourse, and also required you to FAX (yes...fax) a signed document- wont accept online. They also charged several miscellaneous account closing charges such as recording fee, administrative fees, loan ending fee, payoff statement fee etc. Customer service was the rudest I ever experience. The customer service rep actually said "are you done talking yet?" because I was trying to clarify how to close the account after spending multiple hours trying to get a live person. Just completed all the paperwork to close my account but they ofcourse are still showing active with a zero balance. Glad I'm not a customer anymore. Won't be surprised if they still find a way to charge me to close the account again. They will charge you extra every chance they get. read more

I was told to go online to log in and find my mortgage statement and there is no website!! It says loading for like 30 min and won't even load. Then had me on the phone for 30 min was very rude and mailed it out when I asked for an email. This is holding back me buying a house and it's the worse. All I need is a mortgage statement!! read more

If you ever get them as your mortgage loan folks do anything humanly possible to refinance and get rid of them. Citibank should be ashamed to be affiliated with them in any way. Absolutely horrible- trying to get my escrow money due to me after selling my house has been incredibly difficult. read more

Cenlar - the absolute worst customer service, on-line and thru the call center. I marvel at how they have brought incompetency to new high levels by there own design. You can't make this stuff up as they say because - no one would believe it. Cenlar robo calls you and leaves you a message about once a week to have you call them. Great time waster - When you call them they you put on hold requiring you to listen to a repeated message about how you should go to the website information, repeat, repeat repeat. Well I don't know why im calling and the robo message said to call the call center. When you finally get through, past all the security questions the agents have no idea why you are calling. Every single time. " how can I help you? I don't know, you called me to call you." what did you want me to call you for? " then the fumble around trying to figure out reason - some of the responses were laughable and on a couple occasions the agent would hang up on you. After a year or so of this told the agent that a live person from Cenlar can call me anytime however, under no circumstances can you robo message me to call you. You may not waste my time and you would think the company time. Understand? live person - absolutely / robocall - no! So guess what they do - they would send e emails twice a week telling me to go to the website because my personal information needed updating. i would go to the website each time - my personal information was fine. I asked a call center agent why I was getting these emails. It was my file was marked as " may not call " for marketing purposes. When I told the agent Cenlar can absolutely call me anytime - as long as there is a person on the line - not a message to call. "computer says no" - little britain. These are subtle forms of harassment. Here is some more comedy, 80% of my the financial information was outdated or incorrect and still is - it's been a year and 1/2 that I have been telling them this. Why they insist on sending customers to the website is beyond comprehension. Its not correct, it's never current, it's utterly useless to the customer and it leaves you feeling ZERO confidence the the company. I've taken screenshots weekly for the past 1.5 year. I have written to customer service regularly outlining the state of my information. i've even told the agents at the call center. one agent told me that it was protocol to put in the wrong information and then correct it. I AM NOT KIDDING. i have all the agents names and id numbers. At one point i had some major issues with their customer service mistakes as it impacted my credit score. At this point the agent said that they had just created a "ombudsman" type department to deal with the overwhelming complaints. The agent put me through to this department where went over everything in detail. She said the someone would call back before then of the work day......crickets. no one ever called back. and i didn't either... they wore me down. i didn't choose to work with this company. my mortgage was dumped there by the worst bank in america citibank. or sh*tibank as it known. a story for another day. read more