I had a loan with QuickenLoans and after few years they sold it to CENLAR. Boy what a hell it has been since! Their customer service staff is abysmal! They have no idea what they are talking about half the time; the other, they are extremely rude AND incompetent!. I had to call back Quicken (after a month of daily attempts to speak with someone knowledgeable) and have them call with me on the phone. They had a bit more success than I did. We spoke with a rep after CINLAR did not pay my property taxes for a year. Since, we have not been able to get a hold of the person, nor her supervisor. We keep leaving messages. This has just been a TERRIBLE company to do business with! I am yet to be asked to complete a satisfaction servey they ask of some clients. I think they only ask the ones who have a positive experience, which i cannot imagine are a lot. If you have the option to stay away from them - DO! read more

Website is just awful. Almost like they make it look intentionally sketchy. Other than that don't have much to say.

Edit: Changing from 1 star to 3 star. Staci was quick to reply back to the review. In the time I sent her a message the line was picked up by web support and I was helped before she could reply to me. It took an hour to get through to a person who then told me she was transferring me to the web department. That was 3 minutes on the phone with her and then back on hold for nearly another hour. I understand we are in the middle of a pandemic so that may have some impact on the wait times. However I work for an international company and our customer service lines are much faster, maybe we have a bigger team? I do know that if our wait times took an hour for us we'd lose business to the competition. With loan service providers there's not much any of us can do. We can refinance, but then after a while our loan might get transferred back to the same company we tried to leave. If anyone is having the same issue as me - logging in not working, try Re-Registering. Cenlar apparently got an update within the last 3 months and it requires users to re-register. I did ask why I was needing to re-register when I registered last month and there was no direct reason for that. After re-registering though I am back in on the website and that's what I needed. Good luck out there guys. ----------------- Trying to get through to Customer Service is a complete joke. Trying to avoid sitting on the wait line and leave a "call back" info and no one calls you back. I have no choice who my lender is as my loan was transferred to Cenlar. I tried to login to the website and first received error messages that my Credentials were incorrect. I literally have my login information written down and in front of my face and they are correct. I then thought maybe I couldn't login because Cenlar is closed for the weekend or something (it doesn't make sense, but not being able to make a payment past a certain hour also doesn't make sense in todays technological world). I tried again during the week and I'm getting an error message that my login information isn't recognized. Figured I'd try and call as maybe my login is just logged out due to too many attempts to login. On the automated options there is an option to make a payment by phone - Free. After reading through many of these 1 star reviews I have seen that people were actually charged for those phone processing payments. Honestly, if this isn't resolved I will file a complaint with the BBB, as should many of the people leaving comments it seems. After reading all of these 1 star reviews I am surprised that no one has mentioned that they filed a complaint. Seeing this many 1 star reviews for a company is crazy and you'd think the company would make some changes. I scoped out the BBB website. Cenlar FSB is no longer accredited. The Accreditation was Revoked 9/22/2020. Wonder what it takes to have mortgage loans transferred out to a different company because this is ridiculous. Who has time to sit on hold for an hour or more? read more

WHY WON'T CENLAR SEND MY REFUND??? Cenlar acknowledges I am owed the refund, but won't send it! It's been over 4 months! Won't return phone calls, and when I do talk to someone they lie and say it will be sent FedEx. It hasn't! I just want to be done with this! Send the refund! read more

I've waited 45 minutes to ask a question only to be put on hold and disconnected. There was one day I called 5 times and was disconnected after waiting 20 minutes or so for a rep before a rep even answered. My issue was that I changed homeowner's insurance companies and their customer care representatives input the paperwork that I submitted via their "mycoverageinfo" portal using an EXPIRED policy date that was NOT correct. I called back and they said I needed to resubmit, I did this 2 more times AND faxed the policy info into them ALONG WITH PROOF OF PAYMENT. A couple days after the last fax was sent, they sent a letter in the mail threatening to purchase their own policy if I didn't send them my current information. I called them several times after which finally one day (several weeks since this started) they updated the policy correctly. THEN they sent in payment out of escrow ANYWAY. When I called the next morning the customer rep said, "if you already paid it, our check will be rejected and it will be returned". So now I have to wait who knows how long...probably at least a month or so for them to process this false payment and issue the money back to my account, which really is a check to me since I just refinanced the loan. read more

This is the worst most unprofessional bank I have ever dealt with! I set up auto pay back in October of 2020 and my November statement was automatically withdrawn business as usual. I didn't think to even check if December was deducted because why would I? November was taken out automatically no problem. I got called in reference to a debt for December which I called and immediately handled. No one could explain how the account was on autopay and just one month later it wasn't but that's not the worse part. I have spoken to 4 different representatives/managers in reference to getting my late fee waived due to their programming issues since I obviously was on autopay and then it miraculously stopped. They refuse to waive it. Even though the issue was on their side they refuse to waive it. I will be searching for a new bank to take over this mortgage loan I am so upset. read more

This should be a no-star review. It has taken over 70 calls from my wife and I to resolve 2 out of 3 issues. The CSR's are not knowledgeable about whatever process of theirs has completely malfunctioned. There is no way to effectively escalate issues even though they often involve large sums of money. CSR's will never let you speak to a "supervisor" instead promising a call back within 48 hours. You will be called back less than 20% of the time and the person you speak with will never have the authority, agency, or access to address your issues. After instructing me to send them insurance claims checks to endorse and send back they decided to withold the funds until AFTER the contractor repairs are complete. All contractors here demand 50% up front. They lied and told me this was due to Federal regulation which has been proven false. I have agreed to submit the work on the claim to any inspection they would like. They have rejected my insurance adjuster's worksheet three times and my insurance adjusters have said that they have never seen anything like it in 20 years. CSR's will pretend to "loose connection", contradict one another, and willingly admit that there is no complaint process that you can participate in. I have caught several of their agents blatantly lying and there is absolutely no accountability. I would not let this outfit manage a lemonade stand. In less than two years I have spoken to: Denise 2198 Hung 2550 Cashana 7254 "Service Excellence" (not making this up) Mary David K60 Akie 3723 Cody Jennifer L04 Katelen EZ9 Julissa 86724 Valerie VYG Dawn C39 Manuel MOL Henry Patricia C22 PePearson@cenlar.com Judy 3JV Linsey LMLMT Alexandra 96755 Yanciana Cashana 7845 Carla 473401 Quentyn 45552 Kevona (likes to pretend that she can't hear your call) Linda Paula M. Debby Nicole (Supervisor) Sharon read more

Another month passed and I still haven't received my refund check from this company. One of their staffs stepped in and we have sent emails to each other regarding this problem. However, that staff seems like doesn't know what to do. I just need my check. That's it. I have called this company and chatted with this company for so many times regarding this refund check. They have told me they already sent me the check. But I still don't have the check. The first and the second check was lost, and the third one they told me is on the way. But I still don't have the check now. I asked them to mail the check with tracking number, that way is easier for both sides track. They refused to do is. What kind of service is it? If I don't see my check before the 20th, I am really call my lawyer and sue this company. read more

We refinanced to another lender from Cenlar. Even though Cenlar was not supposed to, they paid our property taxes. Our new lender did as well. We spoke with the county and they said ALL Cenlar needed to do was fill out a form and we'd get our money back right away. Cenlar refuses to full out the form. We've called over 5 times and every time they have no record of previous calls. An absolute joke. Begged to speak to a supervisor on the phone but was denied. Never use this company. read more

Due to selling my house in Dec I ended up paying my property taxes 2x (not Cenlar's fault). I have been working to clear this up since January...which is where my issue stems. Instead of signing the release forms to allow the city to refund my taxes to me, Cenlar had it's 3rd party agency collect the amounts. They received the monies (well over $10,000) in February, yet have refused to refund the money to me despite multiple requests and multiple verbal confirmations from their customer service department stating that the "check will go out shortly". I recently elevated the situation to a customer service manager, Paul Wignall. He told me that the previous agents had not fully looked into the situation, but he would. He responded with one follow up email, but since has disappeared. I am guessing I will have to get a lawyer in order to recoup my money. DO NOT DO BUSINESS WITH THIS COMPANY. read more

There cannot possibly be a more poorly managed business than Cenlar. Zero customer service. They take no responsibility for their errors, and do not follow through on anything they commit to. I am finally refinancing -- and not for the least part to rid myself of having to deal with this horrible bunch of thieves. read more

If I get another collection letter from CENLAR, look forward to some friendly calls from my attorney and a series of investigative journalists. I wonder where you could have gotten the idea that I owe you any money? How did you get my address and contact information? Funnily enough, you seem incapable of producing an account number that's connected to any financial activity in which I actually participated, so good luck with your quest. read more

I have literally been calling all day from 9am to 3pm. No one is picking up. At one point I was in hold for an hour and half and the music gave me a headache so I hung up. Does anybody work here? read more

After my loan was sold and transferred to CENLAR, it has been one issue after the next and the absolute WORST experience I have ever had with real-estate loans over the last 20 years! CENLAR has mis-applied my mortgage payment 2 months in a row sending me into default, my home owners/hazard insurance has been canceled due to non-payment, my county taxes for land/home is delinquent and I have made my payments to Cenlar on time every month. Not to mention what this is doing to my credit (And this is something that I care about dearly). They applied my payment to someone else's loan and someone else's payment to my loan so we did not know about the late payment till I was receiving the default letter. So far I have had to call daily trying to make sure everything is getting paid correctly and fix things they have messed up. I have to do all the faxing and follow-up as well cause CENLAR even messes all that up. I am basically doing their job for free to ensure my loan doesn't get messed up any more than CENLAR already has and continues to mess it up. One would think if your business is buying loans you would be competent enough to know, understand and manage the process. CENLAR and the employees that I have spoken to date with so far are by far the most incompetent, ignorant, and lazy people I have dealt with in business in a long time...in fact ever! I feel they don't care to understand the process or their job. That they are there to just answer a phone and push you along with ridiculous answers to get you off the phone for a paycheck. Cenlar has also sent me a letter stating Thank you for submitting the New Insurance Company policy. I have only had one insurance provider since I have had the mortgage. This letter is notifying me that my payment will be going up due to the premium amount. And that I need to send the refund check from the old insurance company to them when I receive it. When I call no one knows about the letter. And the letter does not have any amounts or a phone number listed on the letter and is only signed Insurance Department. I wish there was another way to get my loan over to a company that is reputable without having to refinance and pay more fees. I am open to suggestions to getting my loan in to a company that knows how to service a mortgage. File a complaint with the OCC 800-613-6743 and CFPB 855-411-2372 There truly should be a 0 star rating, because in my opinion CENLAR doesn't even deserve a 1 star! read more

Absolutely a nightmare! I have no idea why Citi sold my loan to these a**clowns. Their website is awful. Customer service is non-existent. How is this company allowed to operate and handle people's financials? I've been trying to get a payoff statement so I can get away from this mismanaged company. I CAN'T EVEN GET THAT!! Stay away!! read more

Terrible customer service. Terrible company that I am forced to do business with against my will since my new mortgage was sold. I have been dealing with Cenlar for several weeks in an attempt to resolve a billing issue in which I was billed twice in one week for my monthly mortgage. Staff is unable to assist on the phone. I suffer long wait times when I call. If I am able to reach someone, they are untrained and must offer to call me back with a proposed resolution. I have been waiting for over two weeks with no call backs. When I call in for a status update, I am frequently disconnected once I get through the terrible automated menu. This is an ongoing issue. Cenlar has been unable to resolve my billing issues for weeks. read more

If I could rate this any lower, I would. It takes 20 minutes just to get through the prompt and reach someone in customer service. This company is still living in the 20th century as far as requesting documents go. They will only fax or send by mail. Pitch a tent folks, it takes hours at best to receive a fax! There is no way to expedite the fax, 1-2 hours is the best they can do, if they even follow through. The representative was as helpful as she could be, but the overall company is ATROCIOUS! The website has been down since they merged with Cornerstone Lending after January 5th. And to reach the IT department...you guessed it, 1-2 business days by request from the representative. So if you are in dire need of any documents, it's a lost hope. Snail mail is the only hope for this Stone Age trash. There is no way to get the website restored anytime soon let alone have any IT representatives review my account access. Overall, just stay way. Cornerstone was amazing and the site never crashed. Cenlar is absolutely TERRIBLE. read more

Cenlar - Mortgage Lenders Near Me - Ewing, New Jersey

I won't even give these people the time of day of leaving a review as you can see everyone else's. Stay away from this place or if your loan gets transferred here refinance immediately. read more

If I could give them a minus 5 stars I would. I mistakenly overpaid my mortgage electronically in January. When I discovered the error, I asked for a refund electronically - they refused - said it would be sent by snail mail( even though they accepted my payment electronically) Since I was travelling, I asked them on Jan. 6th to mail it to me in Madison, WI and they agreed. On Jan. 13th when it hadn't arrived, I asked them about the refund and they said it was mailed on Jan.9th. I called every day thereafter to find out what was the delay and they insisted it was mailed on Jan.9th and that it was USPS fault. It still hadn't arrived on Jan. 18th when I left for Europe. I returned on Jan. 22nd - the envelope arrived with my refund. It was postmarked Jan. 14th which means that I was lied to repeatedly by their call center agents. One of them even told me " well it's your fault because you made the mistaken payment " If anyone from Citibank reads this or cares about the bank's reputation, cancel your mortgage servicing agreement with Cenlar before they ruin your reputation also. Minus 5 stars........... read more

We sent Cenlar a large bank check to pay down our mortgage principal. Instead of applying the amount we sent to principal, they cashed the check and put it into "unapplied funds". Our principal balance did not go down at all, and we've paid the same amount of interest on the mortgage loan, as if there was never any additional principal ever sent to them. In the past month, I've called five times, and also sent correspondence requesting the amount we sent be applied to principal, with no response except "it's being looked into". Cenlar's customer service is very lacking, to say the least. Very frustrating. I feel like I'm being mugged and I can't do anything about it. read more

Cenlar made a mistake when adding my loan to their system. They (Citi) bought my loan on June 8th, and somehow are demanding a payment for June 1st. This payment was obviously made to the original loan holder. Cenlar has been unable to straighten this out. They give "canned" answers and say they are looking into it. In the mean time, I'm noted as late in all my payments, and I get collection calls. I would never deal with Cenlar/citi it has been a nightmare read more

I can't get a hold of anyone at this company. I accidentally double paid my mortgage but can't talk to anyone to confirm that the extra payment will apply to next month! Also, even though I have auto-pay set up to take funds out on the date they selected, I have a late fee. No idea why?! read more

So Cenlar got back with me and the issue with my client has been taken care of. I want to thank them for such a quick response so I have changed my score. read more

I do not want to waste my time nor yours. CENLAR and Citibank are nothing but devious thieves. Stay clear and if your loan or account is ever bought by them refinance elsewhere quickly. read more

This isn't a real company! They are a SCAM!!! They have been 100% non responsive for 7 months!!!! Run away as fast as you can!!!

I ordered checks a month ago and still have not received them. After speaking to 4 different representatives, I am still unable to get the assistance I need. This is a terrible company!!! read more

At this point with it being my fourth negative review I would have hoped for some resolution to the issue we were having. However, there has been none. When we have been talking to Cenlar I've been told multiple times I will receive a call from a supervisor and still no one has reached out. When I've sent messages back and forth I keep getting told someone will call today or that they apologize someone didn't call they will call the next day. When on the phone with Customer Service we are told someone will call tomorrow and no one does. I get being busy but after almost three weeks with no call back I can tell they are ignoring our request to talk with a supervisor. We are also being told many different things by customer service and we can never get a straight answer as to what is going on with our account. Everyone seems to have different information and no one seems to be communicating with each other. At this point since no one is calling and our request keeps getting ignored I'm going to have to reach out to my attorney to get this resolved. I don't know what else my boyfriend and I can do. We have given Cenlar so many chances to make this right and they just won't . We are done. read more

Customer service agents are not trained, rude and transfer to different departments that do not know what to do. Of course they expect prompt payment but when they owe you thousands of dollars, they say you will get it when we send it. So unprofessional, stay away from Citibank, Cenlar mortgages and credit cards read more

WTF!!!! This company is the WORST! I'm so sad my loan was bought buy this company!! The website sucks and don't even think about calling they don't answer the phone, however, they want their money on time... what a JOKE!!! I really dislike this company... matter of fact, you guys owe me money for keeping me on hold so long. Over an hour is ridiculous and by far the worst customer service EVER!!! STAY AWAY FROM THIS COMPANY!! ZERO STARS!!!! THUMBS DOWN read more

Update: John from Cenlar contacted me today and explained that due to a recent refinance the wrong date for taxes due was placed. Cenlar has paid my taxes and Cenlar paid the penalties. The home insurance has also been paid . I do appreciate John reaching out and being transparent with me. I did let him know the phone prompt system is horrible and how you get hung up on lol... Overall I feel Cenlar has resolved my issues. Thank you Cenlar! read more

i am in the midst of a 3-4 month problem with Cenlar that just won't end and gets more frustrating by the day. In May 2021 I refinanced one Firstrust Bank loan with another Firstrust loan and the homeowners policy stayed in place and the escrow was transferred. For 4 months I have been getting dunned by the homeowners provider they havent been paid for the annual renewal. I have spoken with Cenlar multiple times and was assured they were paid in April and and to give it time. Cenlar confirmed in early July the check was never cashed and they were sending a new check overnight. Today i received notice from the homeowners provider I was being turned over to collections and also received a check from Cenlar payable to me in the amount of the premium due. The Cenlar agent today advised me I need to work it out with the homeowners provider to get a new dec page as they had no proof I had insured. How would they have closed in May on a new loan without proof of insurance? I was also told there was no one at a higher level I could speak to as they all work from home. This is without a doubt one of the worst experiences in my 40+ years as a homeowner. read more

I had a loan with CitiMortgage for over 10 years, they made the STUPID mistake of transferring the loan to CENLAR, the WORST, most Consumer UNFRIENDLY, company ever. They won't let you post a payment online to draft from your account on a certain date. If you try to set up with customer service they want to charge a ridiculous service fee, If you pay by check they are so SLOW in processing your payment that they give you another ridiculous late fee, when you email them, they only read one line of your email and reply to only that one line and cancel the complaint. You wait on hold FOREVER when you call, and their customer service reps SUCK, they will not work with you at all. Definitely time to refinance my loan with another company, DO NOT STAY with your mortgage if transferred to CENLAR read more

I'm at a loss for how unprofessional this company is. Let's start with the fact that my first involvement with them came in the form of harassing calls about an outstanding balance due when I have proof of payment in full. I discovered during this conversation that CENLAR acquired my mortgage account from the company I was familiar with, did not notify me of such change, required me to seek proof of payment as if they do not have a relationship with the company they acquired my account from, and charged me a late fee. To add insult to injury, the only communication I was able to have with CENLAR was with an outsourced, work-from-home employee who had no real answer to my questions other than what was apparently given to him on his "cheat sheet" for common customer concerns. CENLAR should be ashamed by the depth of poor customer service they provide. Thank goodness I'm refinancing my loan! read more

Negative stars needed! We had a water loss at our house, insurance requires the mortgage company to endorse the check. They received our check on 11/17/2020 of $194k and have yet to release ANY funds to us to pay the company that is rebuilding. Today is 12/3/2020. We call every day and every day it's something different they need from us. And then the standard answer is - give us 48 hours. What??!!? Our contractor has now filed a mechanics lein. Our mortgage was sold to this company, which we had no control over. read more

I've been trying for over 2 months to get on bi-monthly billing after they rejected my payments coming in this way. They call it "budget" draft and make it nearly impossible, I've been told for weeks it would be fixed and my next payment is coming due and they have yet to resolve this. The only reason for making this process so hard would be to make a few extra dollars off people. I've never worked with a more useless company. Even wellsfargo made this a simple process that took less than 10 minutes to setup. read more

If I could give a negative number review I would! Impossible to speak to anyone. They take hundreds of thousands of dollars of ours and can't even speak to you! Does any one know what recourse there is with a company like this?? I'm ready to move forward with some kind of legal action. It's ridiculous read more

Cenlar is the worst! And if I could have given them a zero rating I would have. Their website is useless, you can't get a direct answer from anyone about anything and have to send endless emails before you can actually reach a live body. Our mortgage got sold to them less than a month after closing and has been nothing but a pain. We wanted to do a paydown on the principal, which had been discussed with the originator of our loan, and it took almost two weeks of calls, emails and follow-ups to get an answer. Then in the midst of all of this, we received a notice that they needed proof of our homeowners insurance. We paid a year in advance as part of the escrow, paid plenty of fees to get this all recorded and yet we have to provide them information we already paid thousands of dollars to record? When I called the response was "Well, why can't you just send it?" As I tried to explain to the customer service (using the term very loosely) representative I didn't think I should have to. They should have gotten the information as part of purchasing my loan. He then asked if I was refusing to send the information to which I replied no, but didn't think it was my place to have to. My originator sent me the documents that were transmitted to Cenlar which I reforwarded to them. The sooner I can get away from these clowns the better. read more

We had to pay our Flood insurance out of pocket since Cenlar didn't send the payment in time to the insurance company. One month later, about thirty emails, phone calls, messages later, still have received nothing out of my escrow. Every person I talked to is as incompetent as the last one, all with different promises and procedures to get my money back. This loan can't get transferred to another company fast enough.. read more

Stay away form this horrible, terrible and immoral company at any cost. Their rating should be minus and not even 1 or 0. Worst company I have ever encountered. They destroyed my credit and my life for absolutely no reason during the COVID 19 crisis and worst times. They me put on forbearance program during these uncertain time. They send me confirmation that I am on the Federal Care Act program as authorized by Government. It was agreed and conformed in writing there is no late fee, penalty or adverse credit reporting while I am on Federal Care Act forbearance program. That's why I decided to use this program. To my horror CENLAR maliciously, incompetently and negligently like a bull in China Town reported me to credit bureaus as seriously delinquent and as a result my outstanding credit was devastated and my life stopped in middle of Pandemic. Worst yet is when I messaged and called and explained how they devastated my life to this date they have not answered and do not seem to care and ahs not take any action to resolve the issue. I had other bad experiences with this company while my loan was services them. I am so happy my loan was transferred to a new company. Very poor management and horrible customer service. Poor management because quality and customer service stops from the top. CENLAR is only interested to collect. A very Unethical, immoral, reckless and incompetent company who caused me tremendous amount of grief and problems for absolutely no cause. read more

I normally don't leave a negative review but I think I need to do so for this case to warn other people. As with many other reviewers, this company is servicing my loan after a re-finance. I was applying for a HELOC and needed my latest escrow statement. This is when I discovered they do not make them available online. I called twice in two weeks apart to request the latest one and I was told it could take a couple of weeks to get one created and mailed to me. Still didn't get one. I called and requested if it can be emailed to me as it appears to be already created and sent to me per their system. I was told another 24hr to 48hr for processing time. After two days, I still don't see anyting from CENLAR in my inbox. I ended up switching a lender who doesn't require the separate escrow statement. It is a shame that most of us are forced to deal with this awful company. read more