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

Worst company ever- they charged $2000 extra for my escrow and not returning since aug 2019. Planning to file a law suit.

It has now been over 3 months since I have been trying to get basic information about recasting my loan. I have followed every step and direction they have provided and every time they add something new or change something. This is a sham company. read more

By far the worst company I have dealt with ever. I have been trying to get a simple written document from them in regards to a loan ownership transfer for the past 4 months and still no response. I have tried contacting them by all means including phone, fax, e-mail, chat, message and still no response. I keep getting promises that someone will contact me but nothing. Half the time the agents just hang up on me and give me false information. This is the worst possible company and customer service is the least of their priority. I definitely do NOT recommend this company - do not do business with them, you will regret it. read more

I've been trying to get through for hours, called multiple numbers and could not get through. My home insurance is on the verge of being canceled because CENLAR had not submitted the payment, so frustrating. read more

Yes this company deserves a negative rating. Just completed sending a fax for my 6th attempt to obtain a copy of the Note for my loan. Cannot understand why a simple list of all of the required information was not provided in response to my initial request. However to add on additional requirements after each correspondence is beyond frustrating. Incompetent or uninformed staff or deliberate actions? Either are unacceptable. Truly hope I never have to work with Cenlar again. read more

They took over admin of our loan from Citimortgage. Their usual poor customer services make me not want to do business with them. Initially, had our loan information locked, even from us, because they said there was some kind of order to do so. We told them never heard of such a thing, and we had to write to them to clear it up. We paid off the loan with a refi in December '19. They took all our loan information immediately off our account. Now 2nd refi currently Fall '20 asked them for loan verification on September 21. After hearing no response the new loan company asked us to help get them the information. Of course nothing on our account to download as proof. We contacted CENLAR and asked they cooperate. In response over a month later we received a letter from CENLAR, Monday Oct 26, dated Oct 6, telling us we needed to send them something in writing to authorize them. I tried to send it to their fax number on their letter 8 times. Disconnected every time. I called their customer service and obtained another fax number to use. After several tries it worked. Here's hoping they will cooperate with our new loan company. Now, if I can only get them to correct our credit report, which I have written to them about several times, for when we paid off the old loan they administered. read more

Terrible customer service. Literally, the worst! Bad attitudes and they will just hang up when you are trying to get information. I'm tired of poor customer service, and people giving attitude when you are looking for information. I am polite and don't deserve to be treated this way. I can't wait for another bank to service my loan. read more

I am completely disgusted with the lack of customer service and communication from this operation. We were unfortunately thrown to Cenlar after originating our mortgage with Redfin Mortgage just 7 months ago. I have attempted to use their "secure message" center on their website and am lucky to get a response two or three weeks later. This caused us to refinance our loan just after 4 months with our local bank. Now we closed and funded November 6 and still no escrow refund check yet. I contacted Redfin Mortgage to tell them they need to look at other lenders to sell their paper too before it reflects negatively on them as well. Just terrible. read more

If your mortgage is serviced by Cenlar look at the transactions on your account. Cenlar posts erroneous fees, shows your payment as late and has numerous monthly posting errors. I encourage you to contact The Attorney General of NJ and the Office of the Comptroller Currency. Cenlar recently changed their website because of all the issues in posting payments. More to come - possibly a class action lawsuit. read more

This is a criminal company. lie after lie changing story after changing story. My insurance company sent insurance checks to Cenlar which they use every excuse to not release. State Farm was the insurance company. They ask for things they dont need and bury you in always new unnecessary requests. I have no confidence I will ever see my insurance money. i kept sending them one document 5 times before they actually admitted they received it. They will never put anything specific in writing. Sleasy group. Think Worldcom and Enron. read more

Be careful!!! They are not paying me my escrow refund. I have spoken with someone in their customer service department three times since February. Each time they confirm the correct address and ten days later they claim my check was returned to them. I'm starting to think they just don't want to pay me my money. read more

Absolute nightmare! I'm not able to access any of my mortgage information online after I logged into my account. Apparently someone failed to transfer one of our SS#'s over so the system kicks us out of the loan information. I have spent over 8 hours on numerous phone calls and can't get anywhere. If I have to sit on hold one more time I'm going to lose it. It takes an hour+ to get anyone on the phone. This has been going on for weeks and I can't get any help. read more

Still waiting still can't log on still no call from cenlar have tried every possible way to log on the new site name corp inc or my name account number tax id number and birthdate either my birthday or date of loan inception they don't recognize me I made a phone payment on Oct 6 but it has not show up yet on my financial bank please help and give this info to the person calling as they don't seem to know anything either online or in chat already had Danielle respond maybe she reads this again read more

This company sold my home loan and kept my last payment without forwarding it to the new company. The new company is sending me collection notices. I cannot contact anyone at cenlar because when I call, I get an automated message that my loan was transferred to another company. I cannot find a contact email on my website. Soon I will be out of the 60 day grace period and be behind on my mortgage. Terrible company w no customer service whatsoever. read more

My mortgage got sold to CENLAR in November 2018, it has been nothing but a major headache for me. I've had no problem prior to this signing into my account to pay my mortgage. Now I can't even register or log in. The tech support at CENLAR has been downright awful. I'm currently working on how to transfer my mortgage to a different provider. read more

Refuses to return over 5k in escrow funds after house was sold. Have to sue to get our funds returned.

The absolute worst of the worst. Ever since my refinancing in March 2020, this company has put me through absolute hell. I've owned my home for 25 years and have never been late or missed a payment. Today, I opened my "Loan Statement" and they claim they never got last months payment and they are charging me a late fee. I confirmed with Wells Fargo that not only did they get my payment, but it cleared on time. Cenlar has robo called me every month to say that my payment hasn't been received. Like we don't have enough stress during this chaos. This is absolute harassment. Then I called their number, went through no less than 5 MINUTES of prompt after prompt after prompt only to hear a recording that they are closed and then click, they hung up on me. This is unacceptable and gives me no faith that my mortgage or my insurance or my escrow is safe. read more

My account was transfer from Amerihome to Cenlar about 4 month ago and than this month when I trying to make a payment and a automatic recording said your account has been transfer to a different company. I went online to the new company to make my monthly mortgage payment and it show that I owe since March. I google multiple cenlar customer service numbers to get a live person to talk to but each time they ask me to put in my social security number and after that I get the same recording that my loan was transfer with new company info and than phone hangs up. read more

If I could give them 0 stars I really would. These people are not only crooks they are a royal pain the ass to deal with. I recently filed bankruptcy due to the loss of my wife. I was on a drafting plan wherein they took my payment, from my pay check, every 2 weeks automatically. This made my life much easier. I received a letter, from Cenlar, in the midst of the bankruptcy. They stated they were no longer going to be taking money from my bank account. I was responsible for paying the mortgage on my own. So, I set it up on my banks Bill Pay to pay them every 2 weeks as I had been. They did accept this for a short time. Then I received a letter stating they were no longer going to accept partial payments. They eventually refunded me my payment. The bankruptcy has been discharged and I asked if I could go back on the drafting plan. They sent me an application. I filled it out and returned it. I did not hear anything for awhile. Then I received another letter with another application in it. I filled it out and mailed it back. Last week I received yet another letter, from Cenlar. It was another application. So, I called. I got this lady on the phone who said I had to be at least one month ahead in payments. I told her I have been paying every 2 weeks for 15 years. I should be more than 1 month ahead. She said I am not. How can this be? I make 26 payments a year. This is one more payment per year. How can I not be ahead. Something is not right here. I paid about $130,000 for my house, about 15 years ago. My statement stll say I owe over $102,000. After 15 years I know I should owe a lot less. But, Cenlar says NO. If my credit was not shot, I would refinance in a heart beat to get rid of this company. They are absolutely horrrible. I even wrote the President of Cenlar asking him to allow me to go back on the drafting plan. I have not heard one word from him or any of his people. This is an absolutely horrible company. If you get stuck with them please do yourself a big favor and run like hell. This company is absolutely horrible. I did get a call from Cenlar this past week. It was because I posted an ad, like this, on Yelp. The lady told me to call back this number. When I called back it said this number is not accepting incoming calls. Really!!!! Run from this company as fast as you can. They are the worst company I have ever dealt with. read more

The only reason I am giving this "company" (if that's what you want to call it), "stars" is because I had to in order for me to write this review. I would have given it a (-5) Stars if I could have or MUCH LESS! This company took over my mortgage about a year ago. Today is October 09, 2019. So sometime in 2018. Our mortgage was 756.00 monthly, (because we put down a very large down payment, ($38,000), have GREAT credit and a pretty decent interest rate at 4.5%. Very shortly after this company took over our mortgage, our mortgage increased to $864.00. I called to inquire about why the "raise hike" they informed me that due to a recent escrow analysis, our taxes were raised and somehow our escrow was short in addition to our homeowner's insurance was raised. "All valid". However, I called my homeowner's insurance they informed me they did raise their rates but NOT to the level that it would cause our mortgage to raise that high. I also inquired about my Homestead Exemption. According to the County Property Appraisers Office, my wife and I have (100%) homestead exemption. Representatives from this company are trying to "claim" that we do not have a "full homestead" exemption which is ENTIRELY FALSE!!!!! My wife and I out of frustration in dealing with this company had to retain an attorney to try and get this resolved. My Attorney wrote them a letter in addition to including evidence from the County Property Appraisers Office that states we do in fact qualify for 100% homestead exemption. I have spoken to approximately 4 representatives in the past several months who continue to tell me the "same" "run around". They tell me that they "put in a ticket" to have this reviewed. Which is the same exact message I have gotten from the previous 2 or 3 reps over the past several "MONTHS" prior to my call to their office on 10/09/2019. In my opinion,​ this is FRAUD !!!! "Oh but dont forget if you "OWE" them something that's a totally different story of course! -sarcasm inserted- read more

The worst website I have ever seen does not even let you set up an auto payment or edit payments without filling out forms and sending them to Cenlar for approval. It is shocking that their website is this poor. The website is not even fit for a small town local bank, yet Cenlar is supposed to be one of the top mortgage servicing players ? No way ! Avoid if you can but you probably have no choice because your loan was sold to them by the big bank that you chose to do business with. read more

Updating this review as a Cenlar representative contacted us on Yelp after reading our message and the issue was resolved very quickly (four days). That said, I would recommend making resolutions accessible when people contact them directly rather than having to go through a third party platform. read more

I wish I could give it zero stars. Terrible customer service, payments not submitting on time, worthless app. Avoid this company if possible. I have called them probably close to 10 times and never once spoken to a real person. read more

They get their business from Citibank and know that you have no option to leave. They never take responsibility for their mistakes. Customer service is non existent. Their e messaging is designed to make you give up. I would give 0 stars if possible. I have filed a complaint with the state; it was that bad. read more

A rating of "1" is way to high. This business is the worst I have ever dealt with. Nobody answers your calls and they have lost or misplaced the same form that I sent to them 4 times! The form has sensitive information. You would be a fool to do business with them. I honestly don't know how they are even in business. read more

Very worst customer service EVER. I know their response is that they are experiencing very heavy volume. I just spent almost two hours waiting to speak to someone. One live person answered after about 35 minutes. After I gave her all my info she put me on hold never to be heard from again. But it gave me hope that it might happen again so I stupidly stayed on for another 45 minutes and an entirely different person answered. Again, gave all the info, again put on hold. She never came back. Waited thinking she might be checking what I had asked for. Nope. Thirty minutes later a message came on saying the mailbox (huh? what mailbox?) was full and disconnected the call. All I want is a copy of my mortgage statement which the "new" website says is downloadable. But it's not. read more

I would give them zero stars. Our mortgage got switched to them recently. At no fault of our own, Baltimore city improperly filed our initial title/taxes, claiming we are not the primary residents. This prompted the city to tell Cenlar that we owe our escrow all at once, instead of semi-annually. Despite Cenlar knowing this should be wrong, they dinged us at once for an entire year of escrow. We are new homeowners, and this has been more than a headache. Not only have we proved to Cenlar that we are the primary residents - it has been corrected in the city's system - now we are battling Cenlar (and have had third party professionals on the phone with them) to explain over and over again why we are not actually short on escrow. They will not make this problem righted no matter how hard we try, no matter what professional is on the phone with them. After someone on the phone seems to understand, we get the next payment in the mail, wrong again. Not to mention, every time you are on the phone with them they act as though there are no notes on you or your account. Considering this is a company that deals with huge amounts of money and seriously important issues, they have worse customer service than the Dollar Tree. read more

My loan was just recently transferred to Cenlar and for some reason they have my SSN incorrect. I've been trying over a week to get this corrected so I can make my payment and save the confirmation but when I would get a hold of one of their agent they would just transfer me back to the same TF number that I initially called or disconnect the line. I wonder if Cenlar had done this on purpose because when I called the initial lender that sold the mortgage to Cenlar, they have the correct SSN! read more

My mortgage through SIRVA was sold to these guys about 3 months ago and I'm already regretting it. The customer service agents are lousy and their website is almost as bad. So far they have refunded money without any real explanation, sent me mail asking for it back and their website and service agents cannot explain any of it. So far these guys are terrible but I get the feeling that most of you are in my boat- mortgage sold to these yahoos- so it doesn't really matter what the review says... Just don't if you have a choice. read more

UPDATE: Cenlar agreed to remove the negative credit entry. I ran a credit check to confirm they followed through and guess what- they HAD removed it, and then added a new negative credit entry for January 2021, after I had paid my entire balance off and no longer owed them ANYTHING. read more

Within 4 hours, a "Cenlar social media representative" private messaged me regarding my issues with cenlar. The representative related my information was forwarded to the resolution team and someone would be in touch within 48 hours. It has now been 5 days! No one has attempted to contact me. I am just as un happy with their customer service now as I was when they were my loan provider. read more

Too bad I could not give a minus rating! As of today it has been 20 days since I began requesting a current monthly statement that is needed by my new lender. Since Cenlar took over my account I have never received a monthly statement. I have contacted Cenlar via phone, email and even by fax but have had no luck. It is impossible to get a phone number other than customer do nothing service. I have emailed Mr Tornquest CEO several times and still have not heard from him or received the information. 20 day of being ignored. This is the worst company ever. They employees don't care about their customers. Can not wait to get away from them! read more

Citimortage sold the account to Cenlar. Trying to talk with a representative is next to impossible. I was on hold for an hour. They finally answered the phone after several tries and holding. They are able to treat customers like this because they hold the mortgage loan and are only servicing it. Our only choice is to refinance with another financial institution, but there are closing costs to refinance. They have us between a rock and a hard place. I have decided to sell the home to get out of the mortgage with Cenlar. They are really bad. read more

It is absolute insanity to me how this "company" is allowed to remain in business. I too, continue to be given the run-around with procuring an escrow refund check that was incorrectly issued to my late husband. After faxing the requested documents on 3/11/21, then sending the documents on 3/16/21 via FedEx, I STILL cannot get a live representative from the Successor In Trust dept on the phone almost a month after the docs have been received. Called multiple times and have kept record of each attempt. Set my alarm at 5:33am Pacific to try and get in the queue early as they are based in New Jersey. Guess what...STILL on hold 45 minutes later. Next steps are to seek legal representation to resolve this and to do whatever I can to place my mortgage with another company. **ZERO STARS** read more

It's now been over a week and no call/response from CENLAR. Of course, they responded on here to make it appear that they actually cared about customer service, but once again they've proven their CUSTOMER DISSERVICE department has no intention of doing their job. read more

I called and chatted to reset my online account. I answered all their questions and when I went on my account it still says I'm not regerstered. I always have problems registering with this bank online. I do everything online, banking paying bills and this bank is the worst. Also, my credit union signed me up with Cenlar when they gave me a mortgage. I have an 832 credit score and i have no idea how this horrible bank got my business. read more

If I could give 0 stars, I would. My mortgage loan was switched to Cenlar in February 2021. My monthly payments increased over $300 without explanation. There wasn't a new escrow analysis done and my HOI actually decreased. Since February, I have called weekly, each phone call resulting in an hour hold, then being disconnected, then waiting another hour to speak to active representative. Every employee that I spoke to gives me a different answer and promises that a supervisor/manager will call back. That has yet to happen in 3 months. Finally, I was able to speak with a manager in early March who said she would adjust my monthly bill to reflect the correct amount. That did not happen. I called back again in Mid-March and was told there was nothing they could do and was given the direct phone number to the "presidential team". I tried calling and guess what- they don't accept incoming calls. I now just made my third payment (overpaying yet again by $300) and it is showing that it was taken out of my account and Cenlar's online portal is showing this payment as well. However, despite this payment, my online portal is now requesting an additional payment for this month. Once again, i contacted costumer service and after a 3 HOUR hold, I was told there is nothing they can do and "it won't be resolved anytime soon". How is this legal? Where is the accountability? Not only has this company demonstrated complete negligence, their poor customer service and business methods had led to negative financial implications on my family. 3 months is more than enough time to resolve a billing issues and improve upon customer service practices. Shameful and disgusting. And reading feedback on BBB as well as Yelp shows that this is not an isolated case. 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! UPDATE: This has done absolutely nothing for us. We have called EVERY SINGLE day since this post got noticed and we actually got a contact for once but nothing is happening. The only response we get is that it is still under review!!!!! We have been told by NUMEROUS Cenlar "supervisors" that they would call us back in 30 minutes or so with an answer and NOT ONCE has this happened. We are not oinly going to lose the sell of our home at CENLARS expense but also potentially be out over $23,000!!!!! Makes me sick to my stomach that a company who is clearly at fault doesn't care to fix an issue that they caused and that could easily cause a lawsuit!!!!!!!!!!! read more

This mortgage company is a complete nightmare. My mortgage was transfer from Citibank without any notice. After having automated withdrawals for years with Citibank, I get a call from Cenlar saying I'm three months behind. I was under the impression that the mortgage payments were always pulled from my account. Customer service is awful and they do not want to work with you even when the situation was completely out of my hand. How can someone pay a lump sum of cash during the current state of the world? They refuse to work with you. Someone please reach out and help. Bottom line, terrible service and even worse website. read more