Cenlar FSBReviews of cenlar.com

If I could give 0 stars I would. This mortgage company is absolutely TERRIBLE!!! Our first mortgage payment was due 10/1. I do the payment online a day before 9/30 then a week goes by & the money isn’t withdrawn from the bank account. I call, apparently the issue was my bank & that I “messed up” on my account number which was FALSE. Then I was told the whole issue was my bank which was a LIE!!! I redo the payment through the phone with a representative & the same issue happens. Another week goes by and the money was reversed. I call again & the representative was very rude & hung up on me. I call again explaining the same issue & I get told they are going to put it in the system & to call back Thursday if the money isn’t withdrawn. Thursday comes, no money is withdrawn. Have to call once again a 4th time. Payment still isn’t completed. This company is absolute crap.

Yeah, first payment on new mortgage refi - payment shows as paid on 9/1 with sufficient funds in SoFi chking. Payment 'reversed' via Cenlar due to " a technical error, call Monday to correct." Then I had the pleasure of being read to about all the hardship options and foreclosure procedures. I pray this doesnt result in months of calls and correspondence to get a ding on my credit reversed.

Cenlar’s customer service and online portal is broken. We had a problem with our escrow analysis because Cenlar used the wrong property tax amount. After countless calls to customer service and more than a month of trying to get it corrected, they finally ran another analysis. Now we have a problem with the amounts shown as due for the past few months because of that incorrect escrow analysis. I do not know how much longer I will have to keep calling to get their system corrected. This has affected my mental well-being, and we are losing both money and peace of mind dealing with this loan servicer. I have another property with a different lender and have had no issues with that lender in six years. Based on my experience, I would warn others to be very cautious about a loan serviced by Cenlar. Their customer service and portal have made an already stressful problem much worse. Please avoid this servicer if you have a choice.

Cenlar’s customer service and online portal have been a mess in our experience. We had a problem with our escrow analysis because Cenlar used the wrong property tax amount. After countless calls to customer service and more than a month of trying to get it corrected, they finally ran another analysis. Now we have a problem with the amounts shown as due for the past few months because of that incorrect escrow analysis. I do not know how much longer I will have to keep calling to get their system corrected. This has affected my mental well-being, and we are losing both money and peace of mind dealing with this loan servicer. I have another property with a different lender and have had no issues with that lender in six years. Based on my experience, I would warn others to be very cautious about a loan serviced by Cenlar. Their customer service and portal have made an already stressful problem much worse. Please avoid this servicer if you have a choice.

⭐ **1 Star — Extremely Frustrating and Inconsistent Mortgage Servicing** My experience with **Cenlar** has been incredibly frustrating, and their handling of my mortgage makes absolutely no sense. Cenlar **ordered an appraisal on my property that came back at $330,000**. Based on that appraisal and my loan balance, my LTV was approximately **78%**. Cenlar accepted that valuation, **removed my PMI, and even issued me a refund check**. However, when I subsequently requested that my **escrow account be closed**, Cenlar suddenly told me that my LTV was too high and gave me a completely different LTV calculation — despite the fact that THEY ordered the appraisal that had just been used to remove my PMI. How can the same mortgage servicer accept an appraisal for one purpose and then seemingly disregard it when the customer requests something else? I have repeatedly asked Cenlar to provide a clear written explanation showing **the property value, loan balance, and calculation they are using to determine my LTV for escrow removal**. Instead of getting a straightforward resolution, I have been given conflicting information and the runaround. It became so frustrating that I ultimately filed a **formal federal complaint**, which was referred to the **Office of the Comptroller of the Currency (OCC)**. I have excellent credit, have maintained my mortgage, and am simply asking Cenlar to apply its policies consistently and explain its calculations. Mortgage servicing should not be this difficult. Customers should not have to spend hours making calls, escalating issues, and filing regulatory complaints just to get a consistent answer about their own loan. Based on my experience, I would **strongly caution anyone whose mortgage is serviced by Cenlar to document everything, keep copies of every appraisal and correspondence, and verify every calculation they provide.** I will gladly update this review if Cenlar corrects the issue and provides a reasonable resolution. Until then, **1 star.**

Terrible Company, bad customer service. We fully paid off our loan and were under the impression it was closed the day we paid it off. But they kept charging us annual fees for years afterwards despite us not using their services, and refused to close the loan until we paid off these additional fees despite already paying off our loan. I spoke with customer services and they apologized for not being more clear about our loan not being closed, but refused to budge even a penny on the massive amount due for a service we didn't use. Even though it was clear we weren't using it and assumed it was closed. No willingness to compromise in acknowledgment of the misunderstanding in any way. Don't ever work with this company, choose a company that cares about its customers and communicates more clearly.

I am extremely disappointed with my experience with Central Loan Administration and Reporting. I changed the insurance policy on my penthouse in Florida and paid the new policy in full on April 30. Even though my mortgage includes an escrow account, I specifically contacted the insurance department and instructed them not to pay the insurance company because the premium had already been paid. Despite those instructions, on July 23 I received an email and a letter informing me that $1,880.60 had been paid from my escrow account. When I called to find out what happened, I was told the payment had been issued based on a request from my insurance broker, not the insurance company. Even more concerning, I was told they attempted to call the number on the request but received no answer—and still issued the payment anyway. I find it unbelievable that a mortgage company would send nearly $2,000 from a customer's escrow account without properly verifying the request or confirming that payment was actually due. To make matters worse, the representative I spoke with couldn't even tell me where the check was sent, and when I asked to speak with a supervisor, I was told that no supervisors were available. I now have to spend my time trying to recover money that should never have left my escrow account in the first place. This experience has raised serious concerns about the company's internal controls, security procedures, and customer service. If this is how escrow funds are managed, homeowners should be very concerned. Based on my experience, I cannot recommend this company. If I had the choice, I would move my mortgage elsewhere.

I am extremely disappointed with my experience with Cenlar Loan Servicing. I received multiple calls and voicemails stating that it was urgent for me to contact them. Naturally, I assumed there was a serious issue with my mortgage. After spending over 30 minutes on the phone and being transferred from one representative to another, I finally learned that the "urgent" matter was that my account supposedly had an outstanding balance of 3 cents because a payment had not been applied correctly. I have automatic payments set up and recently made a payment that included my regular mortgage payment, interest, and an additional $3,000 toward my principal. It's unbelievable that a company would repeatedly call a customer, label the matter as urgent, and make them spend half an hour on the phone over a 3-cent discrepancy. This could have been handled far more efficiently. Customers' time is valuable, and this experience reflected poor customer service and an inefficient process.