Cenlar FSB Reviews 69

The Worst!!!!! I wanted to give them zero stars. My March mortgage statement payment due only had "interest" due as a payment due. Which was a lot less than what my total monthly payment usually is. It usually has a total due with interest and principal combined. I called and spoke to several people. Couldn't get an explanation on why. I ended up paying over the phone with a representative and paid the interest that was due plus add'l to be applied towards my principal. Well, 5 days later I noticed the funds were never withdrawn my bank account. Mind you in just 3 days my payment would of be considered a "late" payment. I called back and again spoke with several people until I was in contact with someone who still couldn't explain why I was only being charged interest only for the month. She looked into why my funds were not withdrawn from my account when I paid over the phone a week prior and informed me someone in the accounting dept "rejected" my payment. WHAT!!! WHY?! She did not know why it was rejected. She took my payment yet again over the phone. The funds were withdrawn from my account this time. I now received my April mortgage statement in the mail the other day. I have an issue yet again. This time it states the $ I paid in March is a "partial/unapplied payment"... Whatever that means. Also, it shows a "past due" amount which is the interest only that was due in March and for April they are only charging interest only again. Meanwhile in March, I paid the amount due plus some to be applied to the principal. They have March interest and April interest combined as the payment due for April. I called to hear what the automated system would tell me is due (which I've done for several years and payover phone) and it's telling me I only owe $$$ which is the interest only for April. Why does the statement I received in mail show me the total due is the interest from March and now April interest for a combined payment due???? I am so confused!! So, what did they do with all the $$ I paid for March? This company totally and utterly sucks! If this goes to the credit bureau I will lose my mind on them. I have outstanding credit and if this damages my credit, I will consider hiring a mortgage attorney. Seems like there are some shady things going on with Cenlar.

Horrible customer service. Like other reviewers said, they are working in 20th century tech. They said the sent me a letter about a late payment (I had an issue with the account they were pulling payment from). Get an app with notifications, send an email, give customers a way to fix issues before getting a credit hit they can't reverse! If you get a loan from a major bank and they put it under Cenlar, I highly recommend seeing if you can have it changed. Not worth the headache.

This company lives in the 20th century. They are unable to change your address by any means other than a faxed request or written and mailed request with proof of ID. Their service agent, Justice was condescending and unhelpful. They have no way to talk to a real manager. Organizations who use this tactic are always avoiding accountability. I would recommend never having any association with this company. If anyone in leadership reads this, I would recommend a complete teardown of your customer service procedures because they are horrific.

This has to be the worst mortgage company, I believe they maybe associated with Citibank. Unprofessional and unknowledgeable employees. My escrow sent them the payoff for my loan, and I called ask them for a breakdown and my return of the overage sent to them. They could not provide me with what I was asking for. Then they said my check would be sent to me between 17 - 20 days. Why would it take that long to refund what's due to me???? The money was wired to them, which means the funds are good.

This is the worst mortgage company I have ever worked with. Customer service takes 10 minutes to get to a human, and that person is never helpful. I refinanced just to end my relationship with them.

The customer service at Cenlar is overwhelmingly inadequate. Their interactive voice response system is like being stuck in a maze in a cave in the dark-- it takes forever to reach a live person. One reaching a live person, the agents give roundabout answers that amount to being non-answers. Nobody seems to know basic math or understand things about mortgage loan servicing which is quite literally the topic they are there to discuss. I've spoken to agents that range from mildly rude to downright combative. Nobody truly wants to answer a question, let alone solve an actual problem, and it feels like they just want to get off the phone quickly. THE. WORST. CUSTOMER. SERVICE.

Cenlar has refused to provide online access to my financial records.

No phone calls, Pls

Unfortunately the Credit Union I got a loan from turned me over to Cenlar for all aspects of my loan. It has been a nightmare every step of the way. There is no number to call so you are stuck with web chat. I tried 3 different times and got stuck with Abdul each time. He was obviously watching a movie or cooking dinner since he would just stop responding for minutes at a time. He wouldn't answer any questions and refused to give me a phone number to call to actually get help. Now I am told they offer no form of customer service on the weekend. I cannot get any assistance. Alliance Credit Union will also get a terrible review for sticking me with this company.

After making what would be a substantial final principal payment thru their "Approved and Designed" payment portal, and making a final payoff payment by "WIRE ONLY" as requested, it is suspect that they would "mysteriously" have an issue with the routing of the payment and cancel and silently reverse the payment without and advisory issued. When I attempted, politely, to ask the Cenlar representative to explain why, the phone call we will say "dropped." At a BARE minimum, Baxter Credit Union owes it to me, to conduct a full investigation into this and hold Cenlar accountable for anything they find.

Am extremely upset about my mortgage being sold to CENLAR. What a joke. You cannot get a live person EVER to talk. If you do, then they put you on a "brief hold". This company is not user friendly nor customer friendly. Relying on a VRU to handle everything is awful. If my mortgage rate wouldn't change, I'd LEAVE THIS COMPANY ASAP. Have tried for over a week to get a hold of someone because the transfer to this lousy company because of questions regarding my escrow account.

I’ve had a very disappointing experience with this company. There seems to be a serious lack of organization and communication. I've been trying to resolve an issue regarding my escrow balance check for over three months, and each time I speak with a representative, I get a different explanation. It’s incredibly frustrating and exhausting. While they’re quick to follow up with repeated calls if a payment is even slightly delayed, they don’t show the same urgency or consistency when it comes to addressing customer concerns. At this point, I’m extremely dissatisfied and would not recommend this company based on my experience.

I really would like to give them no stars. Cenlar is a horriable place to deal with. Don’t want to answer or listen to anything you have to say. If they call I tell them I made a payment and I am on paper that they can talk to me because my boyfriend isn’t home, but don’t want to take time to look it up. I take care of our bills. They are very rude people and disrespectful callers.

Our home loan was sold to Cenlar. They had the home loan for four days in which that time we made a payment. Since then, Cenlar has sold the loan to Village Capital. You cannot speak with an agent at Cenlar. On the automated system it states that any money paid will be transferred to the new loan company within 60 days. It's been well beyond the sixty days, and our new mortgage company has still not received the first payment we made

WARNING - This is actually zero stars

Believe everything awful you've read here (and in Consumer Affairs, and on Yelp). This is the single worst financial company you'll ever work with. So awful it feels like a scam.

Basic things like calling customer service just don't work. They hang up randomly. The phone system feels like it's two decades old. When you reach someone, they're rude, like they hate their job and just want to get the conversation over with.

Security questions are weird and unlike other financial institutions. They'll ask you to enter your full social security number or the full name (plus middle name) of another person listed on the account or the balance of a paid-off loan. If you get any one thing wrong, even once, they'll refuse to talk to you.

BUT they'll tell you to call again later. And if you call again, you can go through all the prompts and security and try again. So it is not secure. I was able to call 4 times, trying again with different answers, and they never noticed or locked the account (or contacted me).

Forget whether it's a good financial product. If you're doing business with them, it's probably not because you chose them. And they know that.

Honestly, something seems awful fishy about a company that has no interest in actually doing business. I'm going to pass on my experience to the Consumer Financial Protection Bureau.

Update Oct 2024: Still awful. I'm trying to find out why the website is telling me my payment will go up (by a lot). After extensive questioning, the first person says I need to talk to customer service (huh? who have I been talking to?). After talking to "customer service", they say I need to talk to the HELOC department (okay, why didn't the first person transfer me to the HELOC department?). Then they hung up. Just hung up the phone.

Update Apr 2025: Still terrible. There's no way to enroll in autopay from the website (what year is this?). You have to ask for a form to be mailed to you, sign it, and mail it back. I've asked for this form three times over 6 months and have not received it. I believe they have an interest in not enabling autopay: then people miss payments and are charged penalty fees.

It physically pains me to have to give them even 1 star. 0 stars, negative 10 stars. I'm just trying to pay off mortgage and they won't let me pay it through the pay portal. Can't pay by phone nor personal check. The last $100 has to be payed by wire or cashiers check and they won't even give me an exact number. $xx plus a penny for every day after x date plus xx if it won't be recieved by x date. And if it's not right, there will be a $200 charge. And if the loan is delinquent because we wouldn't let you pay you have to contact this office but no, we're nit including any contact information. Good luck.

I wish I could rate them less than 0.
I did not opt to do business with this company or its sister/partner company CENLAR. But still they bought my loan from JET HOME LOANS that I was lured into by Dream Finders Homes with 10K closing costs assistance. Little did I know at that time, that I will be doing with such horrible companies like CENLAR and FBC.

As for my story, where do I begin? With the first mortgage statement for twice the amount (Principal + 2X Interest) with a wrong due date, or right now where they are refusing to apply my payments to my loan balance? Their only excuse for all these blunders is that they are still in the acquisitions phase for (is it 60 days or 90 days, depends on who you talk to at CENLAR and/or FBC) and that we have to be patient. But they are not patient with their bouncers and legally required notices. They don't apply my timely payments, but they have the audacity to have their bouncers call me threatening me with foreclosures and keep sending letters threatening me with foreclosures because I am "delinquent" on my payments. I clearly told them that they are behind everything, and they are the ones delinquent in ethics, morals and integrity.

It is not until I complained on CFPB that they finally orally confirmed that I paid my monthly amounts and promised that they will apply my payments to my loan by Mar 9th.

Apparently, they apply payments manually but send out bouncers and letters using an automated system. Wow! What a choice of processes to automate. No sane company would ever automate bouncer calls and threatening letters without automating payments application first.

They delay applying payments and then mark my account as delinquent. Who runs a company like this?

I am thinking of refinancing even if it is a little more expensive.

The worst lender. Very disappointed that my original lender transfer my loan to this company. Website sucks. Very slow in response!!

cannot log on. This must be improved. Further, the Tech are not helpful in resolving issues.

Horrible company! After six weeks and more than a dozen phone calls, they still can’t seem to get the “internet block” removed from my online account. So I can login but I can’t see any details. Every time I call I get a different answer. I’ve been told it would be resolved in 10 minutes, two days, two weeks, yet here we are six weeks later. Terrible customer service!

Cenlar has the worst customer service... Representatives are rude and don't provide much help when there is an issue. I have had multiple calls with them and they have sent me to multiple departments speaking to multiple representatives, not being able to solve issues. Specifically house insurance information issue. You are going to do a lot of the hard work of figuring things out on your own, just warning you.