ComplaintsforCenlar FSB
Loan Servicing
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Cenlar FSB is my servicer for my mortgage on my home located at ********************************************************************************. In August of 2021 they paid my home owner's insurance for same property to Swyft in the amount of $1208. They also erroneously paid the same amount to Orchid (a company that I have never had home owner's insurance with). I found this information out on my own utilizing their online system to access my account in October 2021. Since then, I have spoken to customer service 6 times in an effort to get this issue resolved to no avail. I have also been in contact with their insurance department for same also to no avail. While they do in fact acknowledge their mistake and have attempted to get my refund from Orchid many times, Orchid has never refunded my premium. Recently, I have spoken with ****** from Cenlar's escalation department about issuing a temporary credit to my escrow account. He said he would inquire and get back to me within 48 hours. A week went by before I again called looking for ******. I didn't get to speak with him but was connected to ***** from the resolutions team. After explaining the whole situation to him and him looking at the extensive notes that have accrued from my inquiries, he too stated that he would look into the matter and return my call. That was a week ago. To rectify this issue I am requesting a temporary credit to my escrow account in full amount while they attempt to collect a refund for what they sent in error. (This would reduce my mortgage payment by $100 a month, which would help me out during these trying times) Furthermore, I am requesting assurances that this mistake is not made again going forward. Thank you.Customer response
03/01/2022
Better Business Bureau:Please be advised that my complaint has been resolved
Regards,
***************************Initial Complaint
02/14/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I have been trying to have a second lien placed on my property by previous loan servicer. Current servicer has spent the past year misleading, lying, passing me off and sendong me through a neverending dispute process. Requested "research" into the problem to remove the extra invalid lien and have been waiting since November 23, 2021 and still have zero progress. Another request was placed 1/24/22 and again weeks go by without resolution. The misinformation and passing off has been 12 months inthe making so far. I need the false HUD lien removed so i can refinance or sell property.Initial Complaint
02/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Have a complaint with BBB they wrote back and now are blaming others ,and they promised all would be clear with account by 2/8/2022 by end of day. it is not. Know Because of NJMFA .,all I know is am always late and my money is not where it should be Thank you *************************Initial Complaint
02/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/24-1/25 I called along with a Loan Specialist from Rocket Mortgage, Cinlar to get them to send me past Modification reports from my mortgage account. They informed me that it would take 3 days to get it sent out. On Thursday 1/27 we still had not received it late in the afternoon so I called to verify that it would still be sent out that day. They told me it would be sent out in 2 to 4 hours. I called again as the email never arrived and this time I was sent to one of Cenlars Mortgage Counselors and was informed that that type of request was sent out by mail only. He stated that he would get it sent out to my home address. I called back around the following Monday and was told not only did they mail it out on Thursday but on Friday also. Well, we're at the second week and still waiting. Since this has taken so long to get done Rocket Mortgage is having to put our loan on hold till we can get the Modification. The bad thing is that if the rates go up I will not get the rate that I would have gotten if Cenlar would of done what they said they had done I wouldn't have to take a chance of my rate going up and my new mortgage would have been completed by now.Initial Complaint
02/05/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I have been approved for loan modifications and partial claim programs 4 times over a year and a half, each time they NEVER send me my final contract to sign and send back. Then when i call in to follow up they eaither tell me i need another document or they say "yeah looks like we have everything we need, we'll get it escalated and resolved" and it NEVER happens. I've been begging them for over a year to finalize this so i can start making regular payments again. They never ever know whats going on and I hardly ever hear from them if they need something, it's been extremely stressful and frustrating. you'll see the documents im attaching showing dates of my several approvals and terms but they never follow through!!! I don;t know what to do anymore. I have proof on they're site that I've uploaded all required documents also. I've emailed, uploaded and faxed thing over and over again. Please helpInitial Complaint
02/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My mortgage servicer cenlar missed making my village tax pmt for dec 2019, inspite of re eiving pmts in escrow from me. It caused me to be delinquent and the lien being sold to a 3rd party by village. I received a foreclosure notice on the lien. I asked Cenlar to settle it with lien owner. Cenlar charged the the complete settlement for no fault of mine. Given cenlar us my mortgage servicer and owns paying my taxes i expect them to be responsible for any settlement *** in excess of the regular village tax pmt.I expect to be made whole for the settlement *** charged to my escrow account. This is plain breach of service and charging the customer for no fault of his/her. I have written to them and made multiple calls with no response or ownership of responsibility towards their customer.Initial Complaint
01/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have been requesting a mortgage monthly billing statement from CENLAR FSB for several weeks now to submit for a refinance of my mortgage.... To date they have not complied and after several phone calls and given misinformation( one was mailed on 1/21/22) to be told later it wasn't mailed. Another Rep says because I have a coupon book, I don't get monthly statements.... I changed my delivery preferences on my web account to paperless to get the statements, but have not received....have been told several times a work order was put in to send me statements, but nothing is done.... Can you help me get the documents I needed ASAP.Customer response
02/03/2022
Better Business Bureau:
I Wanted to advise BBB.org that my complaint has been resolved. I am now able to obtain my mortgage billing statement online thorough documents on my account online.
Regards,
***************************Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Call daily to resolve problem with mortgage account, representative answer call but place you back on hold for an indefinite amount of time. Call back again and same thing happens. This is endless cycle and not able to get matter resolved. This company manages the loans for banks but they are not collecting payments or trying to solve the problems for the customers. HORRIBLE HORRIBLE HORRIBLE COMPANY!!!Initial Complaint
01/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have a mortgage escrow account set up with Cenlar FSB. Our homeowner's insurance was supposed to be paid in July 2021. They sent out a bulk check. In September 2021 we contacted Cenlar because USAA had not received the check for homeowner's insurance. I have continued to call, request a new check, had USAA call and request a new check on 1/11/22. Cenlar still has not recut the check to USAA to pay our homeowner's insurance. We are now paying into our escrow account AND USAA for homeowner's insurance. Cenlar will not recut the check.Customer response
01/28/2022
Better Business Bureau:
I was able to resolve this with Cenlar And USAA yesterday. No further action is necessary.
Thank You.
***** PhoenixInitial Complaint
01/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was in a bankruptcy for five years with my monthly mortgage payments being made by a trustee. I successfully completed the bankruptcy on June 21, 2021 with all my payments being made by the trustee to cover my regular mortgage ($110,549 in total payments) and my pre-petition arrears ($5,156.52). Cenlar (Citimortgage servicer) applied $11,552.16 in payments toward the $5,156.52 in arrears, which means that the incorrectly applied and owe me $6, ****** in overpayments toward he arrears. During the bankruptcy Cenlar also told me my mortgage was delinquent $33,897.40 and made me modify my loan. But the modified amount was actually $19,015. Then after the modification was completed, they mysteriously found $12,749.74 on April 19, 2021. This meant, according to their info, that the delinquency was actually $6,266. Factoring in the $6****** that was misapplied to arrears, there was no delinquency. To add insult to injury, Cenlar told me my escrow was short $10,224.96 and that was after they found the $12,749, which they used to reduce my principal by ($5178,22) and pay four monthly mortgage payments in advance ($7,571.52.) That money could have been used to offset my escrow shortage, which shouldn't have been short anyway because all my monthly payments by the trustee over five years ($110,549) should have covered interest, principal and ESCROW. I have spent numerous hours on the phone with Cenlar being bounced around from person to person, department to department with no resolution or explanation. Tasks are opened and closed, and escalated, with no explanation or result. I have requested to speak to a supervisor about a dozen times and told one will call and that never happens. I was asked to submit a complaint in writing with documentation ( which I did and they acknowledged receiving) and have gotten no response. I requested a loan history about than 6 times in writing and by phone and have yet to receive one. They obviously have something to hide.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
469 total complaints in the last 3 years.
111 complaints closed in the last 12 months.