ComplaintsforCenlar FSB

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Since we began this loan in February 2009, the monthly payment was automatically drafted from our checking account about the 25th of each month. We started receiving phone calls about a late payment on April 14, 2024. The website dashboard shows the payments were received. The bank shows the payments have cleared. Six phone calls to four different people (totaling over 2.5 hours) and the latest phone call says she'll send it to "research" and I should hear something by the end of the month (May 31) via a letter. The latest person stated that no one before her had sent it to "research". I want all my payments correctly posted and the late fee waived.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Cenlar repeatedly calls and texts me about a mortgage account that is not mine. I do not have a mortgage account with them. I do not, not have I ever, had a mortgage. They have left me multiple voice mails, they have subscribed my number to text messaging services. All attempts to contact them have resulted in failure. Obviously I can't verify account details for somebody else's account, so they can't remove my number from the account. Front line phone support refuses to escalate to a supervisor because I'm not an account holder. They have been harassing me for the better part of a year now.

  Business response

  01/24/2024

   

  Please see our attached response to complaint ID ********.  Thank you

  Customer response

  01/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *******

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today, January 13th, 2024 I received a notification that my credit score dropped almost 200 points because Cenlar reported to the Credit Bureau that I missed a mortgage payment, which I knew I was impossible because I hadn't missed a payment, because my payment isn't due until February 1st, 2024 and my forbearance doesn't end until January 31st, 2024. Upon further investigation, a Cenlar representative notified me that a major mistake was made on Cenlar's end, where my forbearance was inaccurately reported, resulting in my mortgage being inaccurately reported as past due. This resulted in my credit score dropping almost 200 points from 800! This mistake is incredibly negligent, and has the horrible repercussion of preventing me from being able to move forward with any financial improvements or investments that require a Good credit score. I have never made a late payment on any of my credits, whether that be credit cards, my mortgage or student loan payment. Therefore, this entire situation is devastating because I'm being prevented from making financial investments and improvements due to someone else's negligence and that is unacceptable.

  Business response

  01/22/2024

  Please see our attached response to complaint ID number ********. Thank you.

  Customer response

  01/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ******** ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had financial hardship during pandemic. I was unable to make payment for this HELOC I have with CENLAR. I requested multiple times to send me hardship packet. They said they did but I never get it. They started sending me court notices. I contacted their attorney but they are incompetent and doesn't know how much I have to send. They tell me a nonsense amount so I send the check but they returned it saying I did not send correct amount. This is unacceptable and is charging me attorney fees and other charges. I demand this removed and give me correct figure. I spoke with their customer service but nobody can tell me how much I have to send for reinstatement or the balance I have. I am 76 years old and it is causing me stress and other health related issues now. I will have to start a lawsuit against them soon if these items are not fixed and adjusted accordingly. I contacted them MULTIPLE times before they send this to their attorneys. I will file a separate complaint with the New York BAR Association against the attorneys later on.

  Business response

  01/19/2024

  We have received your correspondence sent January 11, 2024, pertaining to Case Number ********.

  Unfortunately, we have determined that additional time is needed to completely resolve the borrower’s issue. We are in the process of researching the issue to determine the best course of action to resolve it. We will continue to keep all informed as we diligently work to resolve the borrower’s concerns.

  Thank you.

  Business response

  02/07/2024

   

  Please see our attached response to complaint ID ********.  Thank you   

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  You sent the reinstatement letter
    1/31/24 and expect me to send the amount by 2/7/24 ? You guys should be sued. By the time i got the letter it was 2/4/24. This is ridiculously nonsense and very hardship on people. A class action attorney should look into this.
  
  Regards,
  ****** ******

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a house through a third-party bank for my mortgage, and this bank employs Cenlar to handle mortgage payments. Since August 8th, 2023, I've been reaching out to Cenlar via email and phone to initiate a recasting process specified in my mortgage contract. Unfortunately, I've faced delays in obtaining the necessary documentation from Cenlar for the past six months.

  Business response

  01/19/2024

  We have received your correspondence sent January 8, 2024, pertaining to Case Number *********

  Unfortunately, we have determined that additional time is needed to completely resolve the borrower’s issue. We are in the process of researching the issue to determine the best course of action to resolve it. We will continue to keep all informed as we diligently work to resolve the borrower’s concerns.

  Thank you.

  Customer response

  01/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  ****** ******** *****

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Relative to other reports on BBB, my issue is somewhat minor. I will echo reports by others that the customer service at Cenlar is all over the place. In the past three months I have heard entirely different stories about what is required to close my HELOC account, which I moved to another provider. The first contact I was told that I would be getting payoff letter and closure instructions by mail--they never came. Second call, after another poorly disclosed and utterly exorbitant 'annual fee' was applied (Cenlar already charges 3% higher than other providers, so further taxing customers with this pointless fee is criminal...) was registered to my account. I'd like that fee refunded as it was incurred due to lack of follow-through on by Cenlar service. Futher, I'm entirely unclear if I have done what is required to close my account. The call today the CSR told me my verbal authorization was sufficient. I kind of suspect Cenlar will leave the account open unless I keep pestering though, so given the clear need to ding the company for having horrible procedures that cause confusion among customers and damage them financially (others far worse than me).... here I am.

  Business response

  12/29/2023

  Please see our attached response advising additional time is needed to completely resolve the borrower’s issue for ID number *********  Thank you.

  Business response

  01/03/2024

   

  Please see our attached response to complaint ID number *********  Thank you

  Customer response

  01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.   Thank you, Cenlar, for a super fast and thorough response.   I would just add that some effort to better instruct your CSRs on closure policies and when exceptions can be made to the annual fee assessment would be beneficial.  I understand you have made (positive) changes to the process and that they are new, but I got inconsistent responses from reps in the past two weeks.  A formal 'closure kit' would be helpful for borrowers to have clear expecations about the logisitics of account closure, such as when lien is removed, whether full payment constitutes closure, etc.  
  
  Thanks again for this great response.  Appreciate your efforts.
  *** ********

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i received a letter from cenlar that my principal balance was 293.64 according to deed contact in which i paid. my money was sent back to me and now 5406.57 has been added on to my mortgage..i have contacted cenlar for an explanation of these fees,as an attorney has told me that by law cenlar must provide. to date i have no response from cenlar? i need these fees dropped now..i request an explanation as i am not just handing money over for no reason...donna oswald

  Business response

  09/29/2023

   

  Please see our attached response to complaint ID *********  Thank you

  Customer response

  10/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  according to principal balance ..i paid 311.dollars which was accepted by cenlar currently ...............by law i have pd my loan off

   

   

  look at statements 08/01/2023 states principal balance 293.64 in which i paid ...cenlar and they refused my payment and sent money back. that's illegal refusing payment as to which they added 5100 dollars on this acct... they moved these on my account which again is illegal because i have nothing as provided by this company that explains these charges...

  
  
  
  
  Regards,
  ***** ******

  Business response

  10/18/2023

   

  Please see our attached response to complaint ID ********.  Thank you

• Initial Complaint

  03/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Central Loan (my mortgage holder) was sent an insurance check from hurricane *** damage. I followed all instructions and sent endorsed check, had inspections done and the same week the inspection was done they sold my loan to lakeview loan/*************** subservicer. All my work has been done as confirmed by the inspector and now I am being told the check is in limbo between them and the new loan servicer and noone can tell me how or when I will get my funds which are needed to pay my contractor. How are they allowed to sell my loan and then lose track of a check that they were included on as the lender and not get me my funds? This money is needed to pay my contractor and noone seems to be able to tell me when I will receive my funds. They told me to send them the check and they accepted the check and did inspections but are now not releasing my funds.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my Escrow is not being corrected after numberous attempts with customer service. ********************** has not corrected my payment to show the correct tax. I have sent Cenlar the required tax exempt information twice over the last 60 days, my email, fax and online msg center. I have called customer service over 6 times with at least 1 1/2 of my time each with nothing being accomplished.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called Cenlar upwards of 70 times to deal with 3 separate issues. There is no transparent complaint process. Complaints go nowhere. They have double drafted my account for mortgage. They have failed to pay my insurance for months. They were listed on a home insurance claim check that they instructed me to send them which they would sign and return, then kept the check and said that they had to disperse the funds because of federal regulations which have been confirmed to not exist. They are basically holding the insurance money which I need to pay contractors to repair my home because they keep rejecting the insurance adjusters worksheet. They claim it is not in the right format. The insurance company claims they dont even understand the requests from Cenlar. Their CSR's give conflicting information every time I contact them, you will not be transferred to a supervisor... EVER. Even their senior CSR's and "Specialists" admit that there is no escalation process to speak with anyone that can make decisions or address issues. They will pretend to "lose connection." or have a "supervisor" call you back within 48 hours which will happen less than 20% of the time and will accomplish nothing. CSR's cannot articulate their own process, give instructions, or solve any issue despite any claims to the contrary. I have caught several blatantly lying. No one should ever "choose" to do business with Cenlar. If you are forced to, may *** have mercy on your soul.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩