Cenlar Mortgage is the absolute worst company. Long wait times just to talk to a customer service rep that is unable to answer your questions. I have called 4 times and emailed twice and have not yet received a phone call from a supervisor or some who can help me. My next step is to reach out to a lawyer to see if they can get through to someone. I will definitely be refinancing my loan with someone else soon. read more

I have to join in and state customer service from this company is the worst!!!! My mortgage loan was transferred to them and oh what a difference a day makes. Smh. You cannot customize your payments online like they state you can and if you do it over the phone you're forced to pay a late fee read more

Literally the worst company and customer service! They never answer the phone even after sitting in the phone for an hour plus!!!!!! Wish I could give zero stars read more

This is by far the WORST company I have ever had to deal with. The customer service is atrocious!! All I need is my most recent mortgage statement emailed to me or allow me access to them on the website but they can't even do that!! Apparently it's a different department that does that and when I ask to speak to someone in that department, I can't because they do not have a number for them. This company should not be allowed to service mortgages and should not be in business at all. read more

I wouldn't even give this business a 1 star, but they make you. AWFUL. AWFUL. AWFUL. Company!!! Doesn't handle anything. And when you get tired of the customer service reps not helping since January and it's now almost May, I asked to speak to a manager. The customer service rep transferred me to a manager I sat on hold for 40 mins just for someone to pick up the phone and hang up on me. I called back, went through the whole entering your account number, etc. and when someone answered again I expressed how pissed off and mad I was that I wanted to speak to a manager ASAP and that I work a full time job and don't have time to sit on hold for 40 mins to be hung up on. He said okay and transferred me to ANOTHER customer service rep when I asked for a manager. Seriously this isn't even the half of what they have done. please don't waste your time or effort. I will prob pay to have my house refinanced just to get away from this company!!!!!!!! Also- they state they sent me an inbox direct message and I haven't received anything. Lies. read more

The worst bank can't get my insurance played on time with cenlar bank.i pay though escrow so how could it be late. 3 years with this fucked up bank dont pay on time. Customer service 2 hours before I talk to some one on the phone. Look at cenlar rating mostly one or two stars. Worst bank ever I've delt with. Can any one help me I'm so stress. E mail SAMGAG52@YAHOO.COM. read more

I have been trying to get them to pay the property taxes that they are SUPPOSED to pay, but now they are delinquent and they still are saying they don't owe anything for 2019 taxes even though I confirmed it with one the of the help desk people last Thursday as it says I have paid the property taxes in my closing documents but they still have not paid them and think that I am not delinquent. If I have a certificate of sale issued on my house I will sue. I am only posting this so I get a response from Staci to get this whole thing sorted out. read more

This is the most horrible experience I've ever had with the bank first they would not subordinate my loan So I could refinance my house but every time you call for a payoff they change amount. I now have to close out the loan to get the house refinanced they keep changing payoffs total Mickey Mouse operation. They don't answer the phone either to get help. Had to wait two hours it just hangs up and disconnected then call back. Every time you ask question they give different answers just horrible bank operation stay far away. read more

My loan was sent to Cenlar from Hombridge and double mortgage payment occurred and this company is unable to cancel one payment. Their website says to call customer service, which I did but Customer Service say they can't. It took forever to talk to someone. After reviewing all their reviews, I cannot believe their CEO and Executive Management team are not even responding to these reviews. read more

I am also an insurance agent . I could not understand the message or phone #, I tried looking up their phone #,and it plays a message,then disconnects. Why don't you hire people that speak English, it would help . read more

I accidently made a payment to them that was intended for my credit card. They said I cannot get my money back because it wasn't their error! What?!!! Even the IRS refunds your money if you make a payment in error. It is now been over two months since the error, countless hours on the phone, and I still don't have my money back! I've never heard of this! I wish consumers had a choice of their mortgage servicer! read more

I've had the worst experience and would not recommend anyone financing through them. I received a letter stating I missed my last two mortgage payments, when in fact I've never been late! I sent them all the documents needed in order to rectify and still no update on my account. Anytime I call customer service, they see no record of me submitting the forms and they make you feel like you're at fault. They've already informed the credit bureaus and my credit score has dropped tremendously. It's so disheartening that a company is able to make a mistake this big and not be able to fix or update you on the status. I have worked extremely hard on my credit and to have a company like Cenlar do this, is so sad. read more

I had been working with Citibank for 32 years two houses and three mortgages. I was satisfied with all until the servicing was transferred to Cenlar! I have always had automatic withdrawl of my payments. Cenlar didn't do it. I tried to login online and it recognized my SS# but not my loan # and booted me out. I then tried online chat and followed all of the prompts but gave up after waiting 5 minutes the first time and 10 minutes the second. I then tried their customer service number and was cut off or dropped every time. I have been in banking since 1975 and this is the poorest excuse for customer service I have ever run into. read more

Where do i even begin!!! Similar story to Ashley....This Cenlar POS!! company bought our mortgage in 2016. Never paid our taxes for 2 years now we got a bill for over $5000. We received a bill from our tax collectors office in June 2017 we contacted them and no reply. BTW very difficult to get a live person and one does not know what the other one is doing. So come find out hey just paid 2016 and 2017 taxes and evidently they did not collect enough escrow!!!not our problem...Someone was not paying attention and did not follow through. We were shuffle between the papers. Now our mortgage went up $700.00..WOW!!!! what a company. Cenlar Sucks they should not be int the mortgage industry. Obviously the owners do not know what they are doing!!! Its the homeowners that SUFFER at the end of the day...very incompetent!!! read more

do not do business with these people !! they will rip you off !! i deferred payments on my va mortgage under the cares act. cenlar accepted a 3 month deferral. after 3 monthys they demanded full payment of the deferred payments. they filed a negative comment on my credit report - resulting in me loosing 8 points on my credit score. this is not right and flies in the face of the spirit and intent of the cares act. if you need a mortgage servicer - look for a different company !! read more

I am surprised this company is not shut down. The lack of knowledge and rudeness from the employees is beyond my belief. I've never in my life dealt with such low level professionals. They would rather lie and argue with rather than check all the facts and fix the problem. The lie I keep getting is "I'm going to make a note on your account & someone will call you back". It's been 6 months since I found an error on escrow account and to this day it's not fixed. I filed a complaint with www.consumerfinance.gov and they finally got to moving on what I've been saying. However the shit is still wrong. I came here to vent and see who all were having issues with Cenlar. read more

Terrible service. Drag out payment processing to get more interest and try to get fees. Sent my last payment in 10 working days (2 weeks real time) and it still hasn't been applied. read more

I would like to say that the customer service is TERRIBLE but it is non-existent! Never being able to communicate with an individual at this nefarious company, I transferred my mortgage to a reputable mortgage lending company. After transferring, I called nefarious Cenlar to give them an address to send any over payment to. 10/15 I was on hold for FIVE, yes FIVE hours waiting for a representative to pick up. After FIVE hours I received the following message: "PLEASE CALL BACK DURING REGULAR BUSINESS HOURS". I have not been successful reaching a representative, even now while being caged on hold on TWO phone lines for over an hour. Nefarious Cenlar has an old phone number that I have NOT been able to change. Trying to change any information online is ludicrous as I receive a message "this account is no longer active!" Reading this review? STAY AWAY FROM NEFARIOUS CENLAR! I had a minor problem with NEFARIOUS Cenlar 4 years ago where they CLAIMED I had not made payment but I had the cancelled check. Cenlar refused to remove a late fee even though payment was not late hence I needed to file claims against Cenlar with the New Jersey State Attorney General office as well as New Jersey Banking Authority. Reading this review? STAY AWAY FROM NEFARIOUS CENLAR read more

The worst mortgage company I have ever dealt with. I had my payments set up to be paid through my bank and I got late notices from cellar . When I called the dipstick that answered said they don't accept payment on line I need to send a check lol this is 2019 wtf. How come you have been getting them all theses years. Long story short I HAD excellent credit but they managed to screw that up. read more

Yelp feedback works. I actually got through to someone after waiting 90 minutes on hold via 2 phones.

If I could rate Cenlar a 0 star I would! There are 155 reviews on Yelp and they are ALL bad reviews! This alone should stop you from ever doing business with them. We had a ZERO balance and they kept charging us interest on ZERO balance. How? Because they will come up with bogus reasons. If you do business with this company, I urge you to keep track of EVERY conversation and with whom. They will change every story and charge you for what they, "Rear previous months charge" and why you owe interest on a ZERO balance. Oh and by the way, they are not up to par when it comes to technology. If you ask them to email you a statement and they don't have the capability to do that, that should tell you alot about this company. Save yourself the heart attack and go with a more reliable and reputable company! Trust me it will be worth your health! read more

In April 2018 my mortgage was paid off and Cenlar provided a letter stating as such. However, since that time, they have negligently failed to provide me (or the Recorder of Deeds in my county) with a mortgage "satisfactions" letter which was required under Delaware law within 60 days of loan payoff. This is NOT the same as having a letter acknowledging the mortgage has been paid off. It is a formal legal requirement (process) that THEY must take in order to have the mortgage lien showing up on be released. Since discovering this lapse on their part in Mid-January 2019... I have been trying to get them to resolve the issue and get the matter closed. However, it is 7 weeks later and I am being told they are still 'researching' the issue and it appears they can't find my agreement. They had no trouble accepting my money for years and processing loan payments... so to say they can't find my agreement is laughable. So, here I am, almost a year after my mortgage has been paid off and I cannot sell my home be cause I cannot get them to do what the law requires them to do. In addition, it is keeping me from buying a new home because I can't sell this one without clean title and then take my cash to purchase my next home. They are simply indifferent, don't have any sense or urgency, and are very uncooperative in providing information on who to escalate and contact in their company so that I can engage them at a higher level directly. My only recourse now is to make a formal complaint through the Attorney General's office in Delaware so that they can investigate their negligence, perhaps fine them for violating Del. law, seek financial damages that this is now causing me, and maybe eventually getting this behind me. Days, weeks, months... years... who knows how much longer this will drag on! I would say buyer beware but, in the mortgage industry, once you take out a mortgage you have no control over who eventually winds up servicing or owning your loan. read more

Horrific service, I think it is easier to deal with the dictator from North Korea that this people. Citibank transferred our HELOC to his company and I can't be unhappier enough about the service provided by this company. Channel was very condescending and rude read more

I been in hold since 8am this morning. I'm not able to do my mortgage payment online. It is now 12:34pm. I'm still currently on hold. I been transfer 3 times. Every time I get someone in the phone they tell me I need to be transfer to a different department to make my payment. And yet I still can't make a payment. They are doing this extremely difficult for us the consumers. We will not make payments and that will lead to foreclosure on our homes. Guess who still wins the bank! Be responsible and Handel your website problems along with your call center representatives to know how to make payments over the phone! If you are expecting high call volumes due to covid19! And your current team in the call center can't Handel this due to them being overwhelmed Do more hiring for the time being to help out with this situation! Extremely disappointed in the way this situation is being Handel. If I could give this company a -0 I would! read more

Honestly, could not imagine a worse company. Anywhere. Incompetent does not begin to explain these people--they held up my escrow refund for nearly 2 months. I spent countless hours on the phone with total and complete morons, trying to get my money back. It wasn't until I filed a complaint with the OCC (Office of Comptroller and Currency) that stuff started to happen. HIGHLY recommend avoiding them. If you can't, get ready to file numerous complaints with federal regulators. read more

Have called multiple times and have been on hold for hours without anybody picking up. They're holding my money in escrow without reason. Would recommend not using them for customer service reasons. read more

ZERO!!! I have been trying to pay my forbearance off in full since the end of January 2021. Weeks later I received a letter saying that it was not paid. I also paid my Feb 2021 mortgage payment, money was taken from my checking account and Cenlar is stating they do not have it. Hours and hours on the phone with various confirmation numbers and nothing has been completed. I am sick over this, my husband passed away I am trying to get all my affairs in order and Cenlar is hindering the process. read more

This is a terrible company. We have never missed a mortgage payment. We have until the 17th of each month to pay. If we have not paid by the 1st, I start getting calls, texts, etc as if I have missed a payment. Basically a collection agency acting like a loan service. REALLY DISAPPOINTED IN CITIBANK FOR SELLING MY LOAN TO THEM. Will make me consider moving my other accounts. read more

Have my mortgage with this company for a number of years. Never any problem. Only reason for only 4 stars is they don't have a paperless option which means I get mailings every month to add to clutter. read more

This company is an ABSOLUTE NIGHTMARE. We have been trying to resolve an issue since last August. We have been given the runaround for months-- told paperwork was needed and then we were given the wrong email and didn't find out until weeks later. We've now been calling every SINGLE week since late December. Every SINGLE customer service rep tells us a different story. If there was a way to move our mortgage somewhere else, I would do it in a heartbeat. This place is LEGITIMATELY the worst company I have ever dealt with. I have never dealt with such insanity. read more

The customer service is horrendous. It's February 10, 2021, and I still don't have my Form 1098 from 2020. My mortgage was paid off in 2020, so it's no longer active, and therefore I'm unable to log in the their Web site to get tax info. I called customer service at 800-223-6527 and was on hold for 25 minutes and listened to "Your call is very important to us. Please hold for the next available agent" over and over again. If it's so important, answer the phone!!! So I sent my inquiry via their virtual assistant, and after 3 days - still no response. Shameful! read more

Cenlar technically receives no star from me. I only gave one star so I could post this. They should be put out of business by whomever enforces them. Charged me a $200 fee to close out an interest balance of .73. read more

Out loan was transferred from Citi to this Loan Administrator. They are beyond useless. They miss coded multiple additional payments we made to capital, their phone service is almost rude. Their website seems stuck in the 90s. I just refinanced and I'm simply so happy to get away from these guys. Don't ever expect good service or valuable information from them. read more

Do not do business with this lender! My husband and I have been waiting for an escrow refund of over $5700 for almost 3 months. We have called numerous times and are now calling weekly. Excuses! That's what we receive. Now, it has to be approved by the research supervisor?! I was able to speak to a supervisor Justice out of the Arizona call center. He said he would call me back. I told him I have heard that before. So, he gave me his number and extension. Shocker, I called and left a voicemail after 48 hours, and no return call! This is complete BS! Are they collecting the interest on our money? We want our money! read more

I only do 1 star since I can not do zero. Citibank subcontracted their loans to Cenlar and it is a nightmare to deal with. They frustrate every transaction. They want to squeeze every petty transaction for maximum $$$. Shame on Citi for doing this to their customers. read more

It looks like cenlar has moved their website but it requires new registration. It requests my social security number , birthday etc on the registration page. How do I know this is legit and not a scammer. No advance warning, nothing in the mail etc. Does not require me to use my old login info first etc. Very leery of re-registering. read more

Dear Staci F. (Cenlar Director of Apologies but doing nothing about it) Why would ANY lender hire Cenlar to service their loans? Are these people hiring you so illiterate they can't read hundreds of awful reviews on dozens of sites, or do they just not care what happens to their borrowers once the loan goes to Cenlar for "SERVICE". Are you not embarrassed to even use the word "service" in connection with what you do? I attempted to make an additional principal payment today on your website and got a pop-up message telling me I couldn't do that online I had to call you. After listening to 45 minutes of your insufferable on-hold music loop I gave up. Staci, here is what I want you to do: Rather than replying to this review that you regret any problems I may have had, what you need to do is call your own phone number, get put on hold, then put your phone on speaker and listen to that until somebody answers. Even if it takes over 2 hours as some reviewers claim, I want you to listen to that "music". Only then, Staci, will you begin to understand why everybody hates you. read more

I wish I could've give this company Zero stars they have extremely long wait times. And they recently sold my loan and owe my new company my mortgage payment for the month. The new company is harassing me because CENLAR hasn't paid them or sent a check out to me. When I call to get a status update or see if a check was mailed out to me or my new company there is no way to get in contact with a customer service agent. I also left several messages in there portal which they did not respond to. This company is truly the worst. read more

What a nightmare!!! I have been working with this company for over three months. Cenlar made a $35,000 payment against my $7000 tax bill. They have proceeded to send me through collections despite my forwarding a credit notice from the tax authority showing $28,000 was overpaid. I have made nearly 20 calls to get the matter resolved and get passed from person to person without a resolution. One day I sat on hold for over 2 hours just to be disconnected. I am no further today than I was three months ago and Cenlar continues to pursue me for payment for their mistake and started sending my mortgage payments back!!! Does anybody know who you can call for unfair lending practices? I have had many mortgage servicers in my life and this is the worst of the worst. God help anyone who makes this company as a steward of their loan. read more

worker number 485216 and 3328 have no customer service skills. number 3328 was talking to me like she was my aunt. They purposely don't want to work with you to keep your house. read more