A link has directed you to this review. Its location on this page may change next time you visit.
Page 1 Reviews 0 - 10
JulieTallahassee, FL
Customer Service
Reviewed July 19, 2024
Horrible. I agreed to a modified loan that they offered. I lost my husband's income when he passed away November 2023. They agreed for me to miss 3 months and I would sign and have notarized the modified loan document. I tried to work it all out. I'm now being told I am in foreclosure for missing all the payments (3). They even claimed my June payment was sent back and my July payment was late. Nope, they're right there in my bank statement saying Cenlar accepted them, going through 2 days after I called.
- Report
SharonNewark, NJ
Customer ServiceStaff
Reviewed July 3, 2024
HORRIBLE HORRIFYING HORROR. AFTER FOSTERING 4 children from losing both parents to drug addictions, I was granted 2 months mortgage payments from my local SALVATION ARMY AGENCY. CENLAR NEVER RETURNED THE FORMS TO COMPLETE THE TRANSACTION. Customer service were very very very unhelpful and couldn’t care less. They caused me to miss out on the assistance with the 2 months mortgage payments because of the June 27th deadline.
You would think I was the first person who was getting the assistance. This definitely hurt the children and myself. I actually hate CENLAR and I am looking to sue them. Like another said numerous hours on the phone, transferred to different departments, they never saw the documents loaded to my file after the agency sent and myself sent through e-mail and faxes. I AM DEEPLY SCARRED BY THEIR IGNORANCE IN THIS MATTER. They really need to go out of business. They need a minus 1000000000 star rating. Not even worthy of 1 star
- Report
Thanks for subscribing.
You have successfully subscribed to our newsletter! Enjoy reading our tips and recommendations.
PhoebeSouthampton, NY
Customer ServicePunctuality & Speed
Reviewed July 3, 2024
Subzero ⭐️ Cenlar is a deliberately deceitful and predatory loan servicer. Morgan Stanley is equally to blame for contracting with them. It’s been 7 months of incompetence and countless hours on calls. There is no possible way for me to summarize every mistake and failed resolution over the course of 7 months. Cenlar is still involved in a class action lawsuit brought by the Office of the Comptroller (Fed agency).
Morgan Stanley, along with Goldman Sachs, JP Morgan, and Bank of America were responsible for the 2008 financial crisis and subsequent housing crash. They knowingly dealt in shady subprime mortgages. They were bailed out by the Feds. Lehman Brothers declared bankruptcy. Cenlar is leading many customers down a path with serious repercussions. Some have lost their buyers because Cenlar is known to delay payoff statements. Some sellers still have liens not lifted for months or filed with their county clerks. Banks should be held accountable for selling our loans to Cenlar without notifying us.
Heed this warning— know who is servicing your loans. If you are planning to get a loan, just know that it will be sub serviced out by your bank. Make sure you know the servicer before you commit. If it’s Cenlar, find another bank, credit union or direct lender not affiliated with Cenlar. If you are currently struggling with Cenlar, I feel your pain. A fellow frustrated Cenlar customer gave us the info needed to file our grievances. I’m paying it forward below. If anyone has additional info, please add. Godspeed and Good luck!
**. OCC Office of Comptroller (Federal Government Agency) 800-613-6743. CFPB Consumer Financial Protection Bureau (Federal Government Agency) 1-855-411-2372. Contact your state attorney general. All of the above can be found online. If you’re mailing checks make sure they’re sent FedEx or certified mail and use this address: 7 Graphics Drive, Ewing, NJ 08628
I don’t recommend using autopay. Lots of complaints about payments not posted or posted late and incurring late fees. Even with bank statement confirmation or letters directly from banks it could take months to get sorted out. They rollover the late fees and never waive them. No accounting department to speak of. Just bounced around. Check out the turmoil on Yelp, Trustpilot, BBB, Consumer Affairs. I use my online portal message center, attach screenshots and lengthy details to no avail. I’ve called so many times that I get the same employees! Today it was Lucas for the third time. Asked what department he was in…”Concierge”.
- Report
Phoebe
Adding what was cut off. Always get the IDs of anyone you speak with via call.
Send a Qualified Written Request (certified mail) to their Central Customer Service Department. Cc James Daras - CEO and President. Robert Lux - Executive VP. Include all documented proof- cancelled checks, letter from bank, printed docs of monies paid, et al. They’re legally obligated to answer. 425 Phillips Boulevard, Ewing, NJ 08628 ATTENTION: QUALIFIED WRITTEN REQUEST
- Report
MorayoRomeoville, IL
Customer ServiceStaff
Reviewed July 2, 2024
Horrible!!! The departments do not coordinate with each other, for a month I've been trying to resolve a payment issue that was misapplied. Several calls and all they say transfer you to a different department and no one is ever available there, then they'll say I've submitted a case someone will call you back within 72 hrs and no one calls. You call back and start all over again, it's so frustrating. Every single time, the person you call says, "Sorry you had to go through this. I will try to help you" then it ends up the same place as the previous call. I wish you could change mortgage company without having to refinance.
- Report
AliciaGarland, TX
Customer Service
Reviewed July 1, 2024
Bad customer service! I have been waiting for a reimbursement check for escrow overpayment since March 2024. Every time I call they gave me different dates to mail the check. Finally today they said the check was returned due to change of address. So I have to wait another month for the check. I wonder How they can mail the statements every month to address but not the check.
- Report
JamesBay Saint Louis, MS
Customer ServiceStaff
Reviewed June 26, 2024
There is no customer service at all. The only number to call for customer service is a 1-800 number and after waiting for half an hour it transferred me to a survey to ask how the customer service was. I never even got to speak to a representative. They double paid my insurance payment on one loan and then jacked up my monthly payment by $400 a month on a small house. A bot online was all I could get to respond to me and it said that I should discuss it further with my insurance company. And finally on one loan of mine they changed the payment from $860 a month to $9,500 per month and it's been 45 days without getting solved. It was on ACH and it's screwing my business up.
- Report
AyannaCypress, TX
Customer ServiceStaff
Reviewed June 21, 2024
Zero Stars. Consistent Poor communication since 2019. Inaccurate info given my customer service reps. This company cause so much stress and anxiety because the reps are all giving different information when I call in.
- Report
KaitlynSonora, CA
Customer ServicePriceStaff
Reviewed June 19, 2024
We are currently under contract to buy a house from a seller whose loan is held by CENLAR. Our escrow closing date has been delayed week after week due to CENLAR's unresponsiveness. First they were "unable to verify" the status of the seller's loan. The seller, our lender, and our mutual title officer have spent hours every day for the past 5 weeks trying to get this resolved. Most recently, after several hours on the phone, a supervisor at CENLAR verbally confirmed to our lender that the lien has been released and the payoff statement was faxed to the title company, but it never arrived and then CENLAR "couldn't find" the original form that was supposedly sent. It's been over a week now since they claim to have faxed the payoff statement and we still are unable to close.
Based on the information that we have received from our realtor, lender, and title officer, it appears that CENLAR is either deliberately sabotaging the sale of this house or their employees are so incompetent that it borders on criminal negligence. They are costing us and their customer (the seller in this transaction) hundreds, if not thousands, of dollars in additional taxes, interest, and fees. This is our first home-buying experience and our nerves are so frayed. We are begging our lender, please don't ever sell our mortgage to CENLAR!!!
- Report
TaraSalt Lake City, UT
Sales & MarketingPunctuality & Speed
Reviewed June 12, 2024
This company is such a scam. They keep charging even though title sent them the payment in full and requested account closure. I have requested it to be closed numerous times and still 3 years later they keep charging me annually and won't close my account. Turning them in to the BBB and Consumer Protection.
- Report
KimNY
Coverage
Reviewed June 11, 2024
CENLAR’s electronic documents system mistakenly associated an insurance policy with my mortgage, which resulted in the insurance I had for 10 years being terminated. I only discovered this when they started asking for proof of coverage and threatening to charge me for insurance during a period of lapsed. Despite acknowledging their error and refunding the money to my escrow that was paid to the phantom insurance company, they had the audacity to then start sending me notice requesting proof of coverage for the entire period that was covered under the phantom insurance or they would charge me for insurance they secure on their own. I have involved the Consumer Financial Protection Bureau for support, as I am at wits end between the stress they have caused me over the past several months and hours of work losses trying to resolve the matter.
- Report
