I have tried talking to someone for the past two weeks and have been on hold for a total of 9hr. And still not talked to anyone!

Dealing with Cenlar has been a nightmare since CitiBank transferred our mortgage to them. We were granted forbearance due to the pandemic and ultimately received extensions of the forbearance period through September. We have been in frequent touch with Cenlar during this time and have repeatedly confirmed the forbearance period with them. When we reached out at the end of the forbearance period to discuss resuming payments, we were told the mortgage had been placed in default! Not only does this run counter to everything Cenlar has been telling us, but we also never received any default-related notices. We've called numerous times to try to resolve this, but after lengthy hold periods, somehow Cenlar always manages to "drop" the call as soon as we reach a representative, and has not once called us back in spite of repeated promises to do so. I am not surprised by the litany of one-star reviews; apparently they treat all of their customers this horribly. read more

Citibank sold my mortgage to Cenlar Mortage company last year ever since I have been lied too been given the runner round about my payments. This is the worst mortgage company ever. Back in June 2020 I was placed on a payment scheduled plan to pay back my past due balance. First Payment was $3000 I paid 3500 here comes July I was told that I wasn't accepted to participate in the repayment program, In order for me to bring my mortgage up to -date 5, 833.79 with all due to federal changes with type of mortgage I have FHA Loan guidelines. Today I was told That I owe 6,833. 39 past due from May 2020 on July 13th I paid the past due amount 5,833.79 by July 15 th I was told today by a rep my payment were being hold for partial payment program that I opt out of so I would have a second lean on my Mortage this company is trying to forces me In Accepting this program This Mortage company is ripping ppl off stilling there homes . I just want my issues to be resolved. read more

After being contacted by Danielle, I sent her the info that she requested. After a little bit of messaging back and forth, she did exactly what all of the other representatives did, she "put a ticket In" and "someone will call you" I never did hear from anyone. I Finally called customer service again, and one of the 5 "tickets" is supposedly going to be resolved by the 21st of the Month. My taxes are now more than 7 weeks past due. And it's been more than 3 weeks since The first time I contacted Cenlar. If you get stuck with this company "servicing" your loan, save yourself the headache and aggravation and just refinance! Trust me when I tell you it would be worth paying closing costs to be rid of Cenlar. read more

Their website is shabbier than a debt collection agency. I still can't believe they are a legit bank, let alone that I have to pay mortgage to them. read more

This company sucks !!! Run away as fast as you can!!!! Hurricane Harvey forbearance was written as a loss-mitigation against me. Now after almost a year they still havent fixed my loan and re-finances at a higher percentage. Holding my escrow surplus illegally...... Run, run as fast as you can !!!! 1 star only because I had to........ read more

Unbelievably horrible customer service. Incompetent and worthless. Wait time is always 20 mins to even speak to someone and they place you on hold over and over. Website is terrible too feels like a startup company. My loan was sold to these folks and I am contemplating refinancing to never have to deal with them again. read more

For a company that deals with very sensitive financial info or for that matter any info they appear to be highly incompetent. On my 4th call/attempt to get correct contact info for a previous year end Mortgage account. read more

This is a trash company! My mortgage was originally with Citibank and was transferred here. I've had nothing but problems. I've been trying to sell my house for three years. My mom was living here, then she got sick with cancer and passed away. I've had 5 buyers back out because I can't get the sale approved by Cenlar. I've given them every document they've asked for AT LEAST five times. They take so long, that the documents expire and I have to start all over. I've currently got another buyer ready to buy, but Cenlar won't approve. They say I've not sent them the correct documents, but that's not true. I've sent them twice! My realtor has called multiple times and not one customer service rep knows what's going on. No one is on the same page. The sad part is this: If Cenlar would just approve the sale, they would get paid in full. As of right now, my only option is foreclosure because they won't approve. I'd almost rather take the hit on foreclosure than to sell my house and give them their $3,800. Yep. All this for $3,800. They owe me more than that for my time that they have stolen while I jump through all their stupid hoops. read more

The reaction to my Yelp review has made me want to change my feeling about this company. The response i got from a "Customer Service Specialist" "ANEY"from New Jersey regained my faith in this company. She was amazing and committed to finding a resolution to my dilemma. She had some of the best customer service skills I've ever experienced; she listened, understood, was compassionate, committed to finding a resolution and followed through exactly like she said she would right down to the minute!! She did fine my money and said that i should be receiving a check this next week and gave me a check number. CenLar is very lucky to have her working for them and i can't thank ANEY enough for everything; I'd almost given up hope of ever getting my money back, but she she saw it through to completion.....I did leave her supervisor a message regarding my experience with her; she is a definite asset and deserves a raise!! Thank you again ANEY.... more companies need employees like you!! read more

This company is terrible. Our loan was purchased by this company, we tried to recast our loan following proper procedures and the money was NOT recasted but put applied as a payment. We have called customer service 7 times and either get hung up on or get the run around. Still unable to get in touch with a person who can help us!!!! read more

I was horrified to learn my mortgage servicing was being transferred to Cenlar shortly after re-financing. I suppose that's what I get for shopping for a low rate, even though the lender was well rated. After several months of payments, I have to say my experience hasn't been as bad as most people's here. I did have to carefully read and set up my account online. Also, the upload feature for the home insurance policy works, but for whatever reason Cenlar hasn't processed it after over 100 days, so instead of paying my policy through the escrow I had to pay it separately. I did have to call them once in the very beginning to get the account activated. Spoke to a nice lady who sounded like she was located in the U.S., so they have that going for them. read more

Agree worst service ever. Online systems built in the 90's with the security posture to match. Plain text PII Data being entered on this site. My loan was transferred to Cenlar for servicing of the account. I simply want to have e statements and I have been unable to logon to my account for days now. Filled out a ridiculous amount of information to engage a Live chat person who kept giving me the standard replies over and over. Some how I was hung up in their system because I could not reset my userid /password or reset an account. The helpdesk person could not even reset a password ( simple task for any helpdesk person) She was going to have to delete my online account and I could try a WEEK LATER (What?) Ask for a manager to be involved and was told I would get a call back SOMETIME within a DAY or 2 (WHAT?). I ask for their phone number and was told I could not contact them. About 2 hours later someone called me and could do nothing to help. Waited another 2 hours for an IT guy to call back. I was told I would need to wait 1 hour to reset my password. Here I am days later and I still can not logon to the system to request e statements. I work in IT so I am not a first time user trying to figure out how to logon to the system. CitiMortgage you really need to research who is serving your accounts! I went with you for your Security posture and easy to use online systems. You really have failed your customers in the servicing of their account!!!! read more

My mortgage was sold, like normal. All of my payments that were made to my previous loan servicing company were transferred to Cenlar. There is a 60 day grace period to allow them to get all funds placed appropriately. We are now over 70 days and Cenlar still has not reconciled our account appropriately and we are now accumulating late fees (20 years and I've never had a late payment). They are "looking into it" and nobody has an answer, all they told me to do was to make an extra payment to allow more time for them to see what the problem is. Today was the final straw for me. I called (14th time in 70 days) asked to be escalated to a supervisor, I was placed on hold for 20 minutes and then disconnected. This company is a nightmare. read more

Just like others, if they get your money in error (as they sold my loan) you cannot get it back. They have a phone system that recognizes your number, or it forces you to enter you loan number and when you do it hangs up on you stating they no longer have your loan. There could be no worse company than this. Beware. read more

The web site is totally ugly, user-unfriendly, and awkward, and I despise using it. I dread the end of each month when I have to log onto it to pay my citibank mortgage. I cannot think of a worse web site. They had to go out of their way to make such an ugly, counter-intuitive, unfriendly and clumsy site. Also there are random windows of time when I cannot submit a payment. read more

Horrible. Absolutely horrible. I was totally fine with Citi Mortgage. What gives them the right to sell my mortgage to another lender? I can never log into the Cenlar website to make my payment. It's only been three months, and it's nothing but a pain to make a payment online. read more

I had no loan with these people but they keep calling me and harrassing me, saying I owe them on a loan. I have repeatedly informed them of this but they keep asking me for my personal information and the address of my property. I don't even own a home or property and have proof of paid in full for the last property I did own. They are rude. read more

This company's name is on the bottom of my web portal for paying off a loan. It is not clear how they're related to the financial company at branded the top of the webpage, but obviously I'm working through Cenlar's online portal. Also referenced on the page is Black Knight Financial Services. The website is about the least user-friendly I've ever encountered for any financial dealings anywhere. The amateurish quality of the portal causes me more than a bit of concern about the security of the details I must enter in order to effect the loan repayment. Oh, and I'm also getting a lot of spammy paper mail from companies wanting to sell me insurance and listing my loan number and amount I owe. Hm. read more

I have a similar situation. I had my loan with Citi and they sold it to Cenlar. I am currently on hold for 20 minutes trying to get my loan number....not happy already with them.... read more

If I could give zero stars I would. This is truly a company that not even exist. I request a mortgage statement be sent to me and I was informed it would take a few days for it to be emailed. Yes emailed! I was told on the phone it would arrive in 5-10 minutes and when I reached out again they said a few days. A few days for an emailed to arrive. This company is operating in the Stone Age. This is one of the many sorry examples of how this company operates. Website is bad, service is slow. If it wasn't for Wells Fargo selling my mortgage to this company They wouldn't be in business. I can't wait for these next 11 years to go by and I can leave New Jersey, which has become a sorry excuse for a state. read more

Horrible system and horrible customer service! If I could give a 0 star, I would. My loan was transferred to them a month ago and I hated the system. I had a duplicate payment in my account this month and called in to get it reverse because I didn't have enough money in my checking account and gotten overdraft fee. I couldn't dispute the transaction because my bank said it would automatically decline anything coming from this company for the next 18 months. Not only they didn't help, the rep, Kassandra, I talked to would not let me explain my situation and kept cutting me and started to speak very loudly to me, almost yelling at me and tried to make me feel stupid because she said "it's written in the website". I wanted to get transferred to a supervisor and she didn't want to at first and wanted to forward me to a survey instead. Finally after I insisted to talk to someone else because I was so fed up with her, she put me on hold for quite some time to transfer me to someone else and he wasn't very nice either. He said no comment on the bad experience I just went through and made no adjustment to the duplicate payment in my account. Now I have another 28 years to deal with this horrible service,how disappointing! read more

Totally agree with all the other reviewers. Citi also trasnfered my loans to Cenlar. Worst company ever. Tried to pay off large amount on my loan and I got 4 times different information where to wire the money too. I did a test to make sure money would arrive which it did but was the wrong department it arrived at. Needed to be transfered to correct department. Pay off department told me to send large amount to same routing number and they will take care of it. 2 days later I am still looking for my money. Have been spending hours on the phone to track down my money which I know from the bank arrived yesterday morning. Horrible horrible service but it doens't seem all these reviews make a difference in what they do. They don't care because they have our loans. read more

How in the HAIL did this company get to service my Citimortgage account, HOLD TIMES ARE UTTERLY INSANE, they penny pinch $5 to pay a bill with a live person(that's only if you have the 30min+ to wait) I've been unsuccessfully tried for a full week to pay my escrow shortage to no avail!!! Unfortunately this is a matter a have ZERO control over but if you do, RUN don't walk to another banking institution, you've been warned!!!! read more

I will continue to write about Cenlar and their illegal practices until I get a response from them that corrects the nightmare they have created in my life. Today I received a check back from them for my last mortgage payment. The reason they sent my payment back is "it does not match my current payment amount." Not enough space to explain the details, but this has been going on for 6 months due to flood insurance requirements. I have provided proof of my policy and they are still charging me for their policy, thus the difference in payment amount. I have spent hours/days on the phone with them to no avail. Filed a complaint with the Better Business Bureau of New Jersey. I'm ready to hire an attorney, as their illegal practices were in place before the Covid outbreak. read more

I have never dealt with such horrible customer service!!! I have wasted 20 hours trying to get ahold of someone because they have illegally put a hit on my credit report. I have called 15 different times to be on hold for 30 minutes to finally tell someone what has happened and then they put me on hold so they can "transfer me" to a supervisor. All I have gotten transferred to are fax machines, entirely different companies, voicemails, hung up on or simply left on hold with no one ever coming back. Just to call again and re-explain everything again to someone else and then someone else, and then another person, just to get nowhere. A supervisor named Louie was supposed to call me back Thursday and it is now Monday and never called me back. I have called 6 times today and a supervisor named Tracey was going to call me back within 5-10 minutes because for "some reason" she couldn't connect me directly. Tracey never called me back either. Since then I have just been tossed around and never able to actually speak to someone that can help and get this dispute that legally should never have been on my report because it was within 60 days of transferring the loan AND I was never actually late paying, their system just didn't draft my autopay I set up. Jessica, Lorina, Sharon and Monique are just a handful of the representatives that have transferred me to no mans land. I have been on their "open ticket" to have a supervisor call me back within 24 hours and now going on day 6 with no call-back. The worst experience I have ever encountered. I have wasted all this time and energy trying to make a dispute to my credit report that they ILLEGALLY put on there. Run!!! I have never written a negative review, but when the company is this terrible, everyone needs to know. WORST EXPERIENCE EVER!!!!! I would give a 0 if I could. read more

Worst company. Citi transferred my mortgage to this horrible company. I called them and made sure that if i send my payment, they will not try again to get from direct deposit. They received my payment on 5th April and without checking again deducted second mortgage payment on 12th. They are not authorized to deduct second payment if they have already received the mortgage once. Now i am stuck with $26 Cenlar NSF fees and $34 Citi NSF fees. I hope California DOB gets them. read more

Still one star. Eric of Cenlar sent a video link on how to make a payment on the online portal. Not helpful - I'm not incapable of finding a button. The button did not exist when accessing from a laptop/desktop. So, thanks for the reply, but it's like you weren't paying attention to the issue. The portal did eventually get fixed or something - this month (Oct. 2020) when I accessed it, the make a payment button was finally there. Yay. Still can't schedule a payment in future. Apparently, even though a calendar comes up to choose your payment date, and there's a section that lists out your upcoming scheduled payments, you still can't schedule a payment in the future. You have to pick "today" OR you can pick like yesterday. Not sure how that is supposed to be rational. Why have the evident capability to schedule a payment on a future date, and a place to list those out for your review, if it's impossible to schedule a payment for any day but today? Just remove that if it's not even something in the realm of possibility. Just, seriously - every single other payment portal I've ever used has the schedule-in-future capability. What's the malfunction with Cenlar? Original review: They keep changing their online portal, and now the newest iteration doesn't have a button to pay online if you log in from your computer. It's asinine - all you can do is enroll in auto-pay, and I don't want to auto-pay - I want to log in each month and schedule my payment. If you download the app for your phone, there is a pay bill button, but I don't have gobs of space on a fancy phone for this. I can't keep this app on my phone forever - I have to download, use it, uninstall it, and then I'll have to download it again next month. Plus, I can't schedule a payment on there - you click on the payment date option, it brings up a calendar, but it won't let you change the date from anything but "today." So I can't, say, schedule my payment on pay day next week. The last iteration of the online portal had that defect too. What is even the point of an online payment portal if you can never use it the way a payment portal is supposed to be used, or even find a pay button at all in this case. I hate how difficult it is to get anything done with this company. read more

My loan was purchased by them. I am not really happy with them. There have been multiple issues with them and my homeowner's insurance carrier, which could have been prevented had Cenlar been more thorough. read more

Being a home owner for over 35 years, having several mortgage companies... CENLAR is by far the WORST COMPANY I have ever had to deal with. As a contractor with the Federal Government, I was impacted by the government shut down. I called Cenlar and they graciously offered a 3 month forbearance at which point I had the option to pay the 3 months in full or pay the amount due in 3 separate payments over a 3 month period. I had called several times to ensure that the documentation was in place and that I would be billed as agreed. Each time I called, my wait time was excessive and would be disconnected. I messaged them through their website pleading with them to contact me. Only one message was replied to which stated someone would be contacting me within 5 days. I was never contacted. Each of my message status changed to resolved. I wrote back in desperation, that it was not resolved. Last night I finally reached a customer support person that told me that the total amount was due immediately or I would be reported delinquent for the last 3 months. I was also told that they tried contacting me but I hung up on them? WHAT? I told her that I didn't have any calls from them, nor did I have any messages. She replied that they never leave messages??? I've been locked out of my account on line and they will not accept any payment short of 4 months. (the past 3 months and the current month). I was then told I had the grace period of 16 days to pay before they report. I asked her to send me an email so I have documentation. She replied that they do not email. I asked her to transfer me to her manager and she told me that that was not an option. I am so upset! It's almost like their goal is cause you to default on the loan! read more

I have to disagree with most at least for now. Everytime I call, I get someone immediately. Their website is not problem for me at all. I don't consider myself a braniac but it seems pretty simple to me. I'm guessing system is updated than perhaps what some may have used. I really wanted to share this info with new and existing customers because when Citi mortgage transferred.y account to cenlar and I saw these reviews, I was seriously freaked out but so far so good. I'll update if anything changes for from there. read more

This company is worst ever. They won't answer the phone nor does their fax machine work. Will be refinancing solely to be rid of them.

This is the absolute worst Loan company, I spent days trying to get in connection with them and have not been able to get through. I've also visited the site that they say is suppose to provide assistance during this extremely tough times but there is absolutely no assistance offered. Basically it allows you to submit a very vague form to apply for forbearance and if qualified your payments will be delayed for 3 months but they also make you sign an agreement that you will pay 4 months worth of mortgage once the forbearance ends. Having that said I'm 100% certain this company knows that this will help with absolutely nothing as many of us are not going to get back paid 3 months worth of income from our jobs. That said at the end of the forbearance many of us can expect this hardship to continue as we will be force to either lose our homes or experience extreme debt. Also would like to note to Cenlar that the only way forbearance helps is if you allow us to pay the additional 3 months at the end of the life of the mortgage. Saying that you will work with us by spreading out the 3 months worth of mortgage and essentially increasing our regular mortgage payments every month is not helpful. Once all this is over we can only hope to receive our regular pay again which for most us means making just enough to get by. However the increased payments will make even that impossible to do so as money for basic necessities and utilities for our families will go to paying this company. read more

I've tried to contact CENLAR via phone, website messaging system, and email to find a solution. I've talked to many different customer service agents and am still not closer to a solution. CENLAR misapplied automatic payments for the last several months that I've been making for years. They are now saying I'm delinquent and won't fix it. I've sent them a spreadsheet explaining how to fix the issue, but still no solution. 47 minutes on hold today and I'm no closer to a solution. read more

Have been requesting a payoff statement for nearly a month now. Nothing received in spite of multiple assurances from Cenlar that it would be sent (or was sent). At this point title company is saying that Cenlar's delay (or more accurately complete lack of response) may lead us to having to delay our closing. With all that is going on in the world right now, that's the last thing I want to have happen. What's insane is that I can calculate the payoff amount myself based on amortization tables, but the title company can't accept that and so we wait and wait and wait for Cenlar. We've requested it via their automated system (no luck), via their chat function (no luck), and via the customer service line (no luck). Our title company has done the same. I cannot wait to be done with this company and just pray that no future loan I have is sold to them. I can only imagine the horror that awaits when I try and get an escrow refund from them... read more

Well- I have been using their automated pay by phone system and my home is in foreclosure without any notification. I never checked my account balance, just assumed the money was taken. Well after trying to make this months payment, I learned I couldn't and was referred to the lawyer. I still have 3 months of payments in my bank account but they won't just take it without me paying the legal fees associated which double the 3 month mortgage payments. I'm glad I read I'm not the only one with who hates cenlar! read more

I am tired of this abuse from Cenlar, so I am going to finally review... Today I tried to log into my account and they said I can't because I am still under the forbearance plan. There a few problems here. I WAS under forbearance and they forgot to cancel it. I WAS logging in the entire time under forbearance (seems like not being able to see your loan online at all can't be a real thing). The ONLY way I called and got through was pressing 2 for Spanish. Seriously. It is a great trick for COMPANIES WHO HANG UP EVERY TIME YOU CALL. Not sure why it worked. But even though the guy was nice, he still seemed totally uninformed. Now I can't even see my account? My balance is current, and I have asked to be out of forbearance so I can refi my loan. I CAN'T EVEN GET THEM TO DO THIS. I am trapped by them basically until they get my loan right. These people truly don't care about job performance. It is very sad. I only HOPE I am set free soon. Unless they make more mistakes I should be, but I am not in the clear yet. YOU have been warned, if you have to deal with Cenlar, they will make your life harder and shorter. read more

Reading through other reviews and basically the same review over and over....worst mortgage company I have ever worked with. Horrible customer service...have had to contact them every month since the start of our loan with them....each time they say they fixed the problem, but they don't. I have told them every time I talk to someone that they are the worst company I have dealt with, sadly, they could care less. How do they stay in business with such poor reviews? Idiotic company. read more

Great balls of fire are too good to hurl at this company. Really, everything everyone is saying on here is either my story or probably will be in 2017. They didn't pay my insurance bill with MY money that they are holding in escrow. After two months of calling. STILL. NO. PAYMENT. So I paid out of pocket and they PROMISED to overnight a payment to Safeco so I would get a refund. THREE TIMES. Today, they said I was scheduled for an escrow refund review and that would cough up the money. WORST. BUSINESS. EVER! read more

citibank did it to me too worst customer service ever i want out of this loan spent hrs on phone trying to pay my bill i want out i am so upset with citibank they suck read more