Cenlar FSBReviews of cenlar.com

The worst customer service Ever

After weeks of exhausting and frustrating "interactions" I've found it time to place this review after extremely horrible and non-existent customer service. We have had our loan paid in full since June of 2021. Unbeknownst to me they never filed the release of the lien with the county. This creates a problem when you are trying to move forward in another transaction as it still shows we owe the balance on our title. I went ahead and re-paid the $313 recording fee to Cenlar (as they said they never received the release from the title co. 2 years ago). For 2 years this account has been paid with zero balance and they are telling me it will take 90 days to record. There is not one person to speak to, you must send emails only and use their online message center which takes DAYS to get a response from. It's just ridiculous. No customer service would be better than what Cenlar considers to be customer service. They offer no help or resolutions, their live representatives are rude and short an absolutely Awful experience... Expect questions NOT to be answered or irrelevant responses to your questions, proceed with caution with this company. Not sure who is running this company or if they have a chief client officer, but they should be notified. Please Cenlar put more effort into customer service!!!!

Absolutely avoid Cenlar if you can! I have had two mortgages serviced by Cenlar and they have been the worst service providers I ever worked with. They will over charge on escrow, when you bring it to their attention they essentially say "oh well, pay the revised payment or we'll report it to your credit" I tried to refinance took them weeks to respond, went with UWMC instead at it was mere days. Seriously avoid Cenlar!

They are horrible. Make it impossible to figure out how to make additional principal payment. Confusing bills- We had no choice our CITBANK HELOC was sold to them. We will no longer bank with Citibank again. Each year I say to myself, should I refinance. (Maybe I'll sell our house this summer- so I delay refinancing- and extract my self from these people. HORRIBLE- ROTTEN CROOKED COMPANY- and few have the bandwidth and access to attorneys to challenge their practices. I see they just increased their assessed fees from $50 to $100- a few months ago, on top of these massive interest rate hikes. Hopefully in the future we will see the CEO and management of this company behind bars.., intentionally obfuscate. sneaky predatory.

I got a loan for a duplex and that company sold my loan to Cenlar. Truly disturbing. In the middle of November, I received a demand letter for payment on my loan. I never heard of the company and thought it was a scam. I called my company and informed them they had been hacked and then they explained to me they are the new company. Tonight on 12/13/2022 Justice the manager verified they did Not send me a welcome letter. My original company took my November payment. They informed me Not to give Cenlar any money or any information as they will send everything to them. I thanked them and moved on. On December 1st Cenlar took a payment early. So, I thought. Then on December 5th they took another payment. I called to find out what was going on. They informed me it takes upto 60 days to get our money and so you are behind. They acknowledge they know I made my payment however they are so GREEDY they don't care they want their money now. Cenlar has Not communicated with the other company and I have had to play middle woman for the past 2 weeks. I explained to Justice tonight that Dorothy explained to me you have not sent a request for the money and you need to do that. He said he would but I still need to send them the money. I asked why and he stated because I am behind in my payments. I then asked Justice if you are requesting the money I paid and I send you a payment I double paid, so what happens to the money. He refused to answer the question and I asked twice. He then informed me they were going to start letting the credit bureau know I am late. I told him I had proof I paid, and I can send it to you. He stated no need to. No one informed me and Justice feels as though I should have somehow known and paid them and not the company I got the loan from. So sad. They have No care for people. They only want money whether you owe it or not. They refuse to work with me. They refuse to have any compassion, grace nor mercy even though they know I made my payment. Justice acknowledged it takes 60 days for all the transitions to happen, but in the end they do Not care and they want double payment. STAY AWAY FROM THIS COMPANY. I HAD NO CHOICE, Erica even acknowledge they changed my original contract which to me seems like that should be illegal. I set my payments to come out on the 7th of each month and they changed it to the 1st, because they want their money. Also I filed with help with my bank dot gov. put it all together. They are part of the Federal Government and I truly hope they follow through.

Even one star is too high for Cenlar. This company associated with Citibank is a nightmare for home loaners who have the misfortune to accept the transfer of the loan from Citibank to Cenlar. Cenlar never answers your calls. They do not update your payments on time or accept payments without late fees, even when the late fees are not for lack of payments but because of their lack of updates and communication between you and Cenlar.

Awful service across the board. Website is total garbage. The "chat with us" button is a very lame robot chat system that hasn't yielded any help in the last many years. Every simple task requires you to call the 800 number. Once you do that, you are really in for a treat. Operators that are tough to understand and a tad rude. I rarely get the right person on the phone, which requires a transfer to another agent. Each transfer comes with a statement that they will let the new agent know all of the information so that I won't have to repeat it... never happens though. Frustrating company to work with across the board.

I can't be emphatic enough. These are criminals. They surpass incompetence or stupidity. They probably steal millions every day and get away with it. Someone can explain this. Steven King could not have dreamed up anything this terrifying.