Cenlar Customer Service Issues

I was in the process of arranging a loan payoff with CENLAR and attempted to cancel my auto-payment online on 3/6/19. Despite receiving an automated message stating it was too soon, I tried again closer to the draft date and encountered the same issue. The loan payoff went through on 3/14/19, and after calling CENLAR to request a refund for the March payment, I was informed it could take up to 30 days. After escalating the matter to a supervisor named Kim, I was assured the refund process would only take up to 10 days and given her extension for follow-up. Despite subsequent calls to confirm the refund, I faced difficulties with representatives disconnecting my calls. I am frustrated by the lack of communication and assistance.

Subject: Inquiry Regarding Loan Account Number Hello, I am writing to address a recent change in my mortgage account from Citimortgage to Cenlar FSB for the property located at [redacted] Gleneagle Drive, Byron, Georgia, [redacted]. My upcoming mortgage payment is due in May [redacted]. However, I have yet to receive my loan account number from Cenlar to facilitate online payment. Despite sending an email to Cenlar last week to request the loan number, I have not received a response. As I am currently stationed abroad, I am unable to access physical mail sent to my Byron, Georgia address. Therefore, I kindly request urgent assistance in providing me with the necessary loan number to make my May mortgage payment online. I would greatly appreciate it if you could promptly respond to my email with the Cenlar loan number so I can proceed with arranging the payment on your website. Thank you for your attention to this matter. Sincerely, R. Carty [redacted] Gleneagle Drive, Byron Georgia [redacted] Previous Citimortgage Account Number ending in XXXXXX8058

Hello, I bought a home at a foreclosure sale in December [redacted], where you were the mortgage company. Today, marks the end of the redemption period for the previous owner. There is a lock box on the property that needs a code for access. The address is [redacted] Oil City Road, Edwardsburg, MI [redacted]. My name is James M., and I can provide proof of the sale and deed under my name. Derrick S. sent over the necessary documentation on July 9th but has not received a response. I kindly ask for you to confirm with him so I can access the property. Please follow up and provide the code. If needed, I can be reached at [redacted]. Thank you.

To: CENLAR Research Department P.O. Box [redacted] Ewing, NJ [redacted] Regarding: Acct. [redacted] Steven M. Heller [redacted] Galloping Hills Street Las Vegas, NV [redacted] [redacted] I recently spoke with customer service and was advised to reach out to the CENLAR Research Department regarding a credit reporting error affecting my credit rating. Please see the attached documentation and address the incorrect late fees and erroneous late reports to credit bureaus promptly. In late [redacted], I refinanced my property at [redacted] Galloping Hills Street, Las Vegas, NV [redacted] through NBKC. The refinancing needed to be completed by the first week of January before my 4-month trip to S.E. Asia. Despite informing the originator of my travel plans, I did not receive any communication from Cenlar before my departure, either electronically or via USPS. Upon my return, I observed that my submitted payments were returned and not applied to the account, resulting in late fees and a substantial drop in my credit score. I had arranged bi-monthly payments to reduce interest, which were declined without proper explanation. I seek corrections to be made to the credit reporting agencies and the reversal of the incurred late fees by CENLAR.

I have been with Cenlar for my loan servicing since I refinanced, but I received a notice that my mortgage payment didn't go through due to the loan being sold to a new company. I paid Cenlar for June and July, and in August, I paid just before learning about the change. Unfortunately, Cenlar didn't forward my August payment to the new company. I tried reaching out but their automated system only directs me to the new servicer. I need my last payment refunded as it wasn't forwarded in time. I believe speaking to someone at Cenlar directly is necessary to resolve this issue.

I am a real estate broker working to help a client with a reconveyance document issue involving a loan paid off in [redacted] with Axiom Bank as the servicer. Despite extensive efforts, reaching Axiom's satisfaction department has been challenging. The email addresses obtained from the title company have turned out to be invalid as they all end in Cenlar or Senlar. The title company suspects it may be a Cenlar loan. Without resolving this mortgage issue, the seller cannot proceed with selling the property. Time is of the essence, as the lender was meant to execute the release of the mortgage within 10 days of the payoff in [redacted]. Urgently seeking a human contact at Axiom who can sign and mail the reconveyance document to the recorder's office in Alaska, with a copy sent via email. Thank you for your efforts in addressing this critical matter.

I've had a terrible experience with customer service here. Trying to log in and pay my bill online for free has been a nightmare. The response times are incredibly slow, taking up to three weeks, and the assistance provided is still inadequate. The CEO's practices are questionable, charging an extra $2 for online payments. This seems unethical and unprofessional. I feel upset that Citibank transferred my account to an organization that conducts business in this manner.

My property taxes are coming due in five days. When my loan closed at the end of November, it was agreed that the property taxes would be handled through escrow by Cenlar. To my concern, the tax bill remains unpaid today. Despite repeated calls over the past week, I have been kept on hold for over an hour each time and then disconnected. I urgently need this bill settled to avoid any late fees. Please investigate this issue promptly in relation to Loan # [redacted] for [redacted] Rose Dr. in Carlsbad, CA [redacted]. Sincerely, D.P.

Since April 4th, I have been trying to apply for a forbearance on my loan due to financial issues related to COVID-19. Unfortunately, I have not received a proper response. I have attempted to contact customer service via phone but keep getting disconnected. Additionally, I have tried to submit an application online several times, but encountered an error message during my latest attempt. I am feeling quite frustrated by this situation and would greatly appreciate a prompt resolution. Thank you for your attention to this matter.

I have sent a check for over $[redacted],[redacted] but it has not been cashed yet. I need to finalize this transaction before April 29th. There have been multiple erroneous charges for payoff amounts. I require a credit for these charges. As we are closing on the loan soon, I need the accurate amount owed until April 29th. The check is for Loan Number [redacted] from Toma Leveto Sr. If it has not been cashed, please return it to Toma Leveto at [redacted] Bellwood Ave, Niles OH [redacted], or call [redacted] immediately. I also need information on any money owed for hazard insurance until the end of April 30, [redacted]. I urgently need a response on why the check has not been cashed to ensure the loan closes by April 29th. Thank you. [redacted]

Subject: Loan Ownership Transfer and Payment Refund Request Dear Arvest Central Mortgage Company, I reside at [redacted] Bennington Drive, Knoxville TN [redacted], and my account number is [redacted]. I am aware that my loan ownership has been transferred to your company, and I have set up automatic withdrawals from my checking account for the payments. Unfortunately, amidst the challenges posed by the COVID-19 pandemic and work disruptions, I unintentionally made an extra payment to Cenlar in April amounting to $[redacted].61. I am reaching out to request a refund for this overpayment. Should you require any supporting documentation, my bank is ready to provide it, and I can readily furnish it upon your request. Thank you for addressing this matter promptly. Sincerely, Elizabeth V. F. Phone: [redacted]

I received a refund check # [redacted] dated 7/29/[redacted] for $[redacted].80 due to an overpayment on Loan #[redacted] that was settled back in June [redacted]. Unfortunately, I tried to deposit the check to my Chime account through mobile deposit without realizing Cenlar's checks are not compatible. Despite multiple attempts, Chime rejected the deposit, advising me to cash it at a physical bank. As there are no Cenlar FSB branches in Arizona where the check is drawn, I have struggled to reach a Cenlar representative by phone. My first call lasted over 21 minutes, and the second attempt is equally long. Since I cannot cash the check or request a new one, I am seeking a resolution by requesting Cenlar to pay the $[redacted].80 via an ACH deposit. I am willing to provide my routing and account number to a Cenlar representative to settle this matter promptly.

Hello, I wanted to share an issue I faced with the refund I received after refinancing my loan from CENLAR to Huntington Bank in July [redacted]. My original loan with CENLAR closed in May [redacted], and the loan number was [redacted]. At the original closing in May [redacted], my ESCROW payment was $[redacted].78, and I had paid 2 months of insurance and property tax. I expected a total refund of $[redacted].78, but I only received $[redacted].82, which was surprising. I tried reaching customer service at 1-[redacted], but the long wait time of 30-40 minutes and the agent's lack of clarity on the numbers added to my frustration. I am looking to speak with someone knowledgeable who can help me understand why the refund amount was significantly lower than anticipated. I would appreciate a prompt response as this experience has been very frustrating for me. If I do not hear back, I may need to escalate this further. Thank you, S.A.

I've been trying to reach out but keep getting disconnected. Here is my question: I noticed a new total amount on my mortgage statement for November 1st, showing $1,[redacted].31. I made my usual payment on the 9th, which is not reflected yet. I have always been on time with my payments. I want to clarify if this additional amount is a late fee. I hope to resolve this issue soon. Thank you.

Hello, I'm Mr. Anderson. I'm currently facing an issue with Cenlar as well. I am in the process of settling a payoff to move forward in life. I acquired a two-family house in New Britain, CT due to a judgment claim, originally owned by my childhood abuser who is not on the sex offenders' registry. The attorney I hired wrongly transferred the house into my name without consent. I am residing in the house, trying to pay it off, but Cenlar is still pursuing foreclosure. I had an unpleasant interaction with a customer service representative who lacked professionalism. They requested proof of homeownership, despite knowing the ownership situation. The property requires significant repairs due to neglect. I am eager to resolve the mortgage, but Cenlar is unresponsive, charging unnecessary fees. Any assistance would be greatly appreciated. Thank you.

Subject: Urgent Request for Hazard Insurance Credit To CENLAR Customer Service, I recently received the new Escrow Annual Report, which still shows an amount of $2,[redacted] for Hazard Insurance. I want to clarify that I already have Hazard Insurance through my agent, June, for $2,[redacted] annually, along with Flood Insurance for $[redacted]. There is no need for duplicate coverage. My agent has already provided proof of my existing insurance to CENLAR, which was previously sent to AmeriHome. I kindly request the $2,[redacted] to be credited back to my Escrow Account promptly to avoid carrying unnecessary duplicate Hazard Insurance. I urge you to adjust and cancel the redundant Hazard Insurance and update the Escrow Annual Report accordingly to avoid impacting my monthly payments. Please address this matter promptly. Thank you for your assistance. Sincerely, J.G.

I have attempted to make my house payment multiple times with your representatives. Lauren on 8/7/21 assured me it went through, but it didn't appear in my bank account. Michelle on 08/10/21 said the account number was wrong, so I provided the correct information and was given confirmation # T9C[redacted]1, yet it didn't reflect in my bank. Deborah on 8/12/21 attempted to escalate but faced approval issues. Robert later gave me confirmation # [redacted]. Destiny (ID: K70) assisted and Jorden on 8/14/21 mentioned it seemed processed. However, I discovered my online draft set for 8/13/21 would only start in October, neglecting September. I'm concerned about August and September payments going to Arrowhood Credit Union. This has been quite frustrating. Kindly ensure payments go through the correct account promptly. Thank you, Brenda Grinston

Dear Cenlar, I need to address my mortgage account. Despite speaking with multiple representatives, they have declined to provide me with detailed information. My mortgage was part of a wrongful foreclosure by CitiMortgage, Inc. in December [redacted], under loan number [redacted]-9. Following mortgage violations in [redacted], the mortgage was transferred to Cenlar. My Cenlar loan number is [redacted]. I am formally requesting that Mr. Kenneth J Lay be removed as my representative. I am eager to discuss the REO price for the property so that we can move forward and I can secure my place of residence. Sincerely, Shirley Ann Taylor

I am contacting you about a refund check I received from my mortgage company. In [redacted], a court ordered me to live in a home I co-owned with my ex-husband. As per the court order, I caught up on arrears and made all payments on time. When the property was sold in [redacted], the mortgage company issued a refund check for overpaid fire insurance. The check is made out to both of us without "and" or "or" between the names, making it a third-party check. Despite providing legal documentation, the mortgage company repeatedly issues checks in the same manner. I have received four checks with the same issue. How can I resolve this matter, especially considering I have a restraining order against my ex-husband?

I do not have a mortgage with your company. It seems that you mistakenly paid over $14K in property taxes for my property last year. I've contacted my county, and the first payment has been refunded, with the second one on its way. Despite speaking to a customer service representative who couldn't assist me, I'd like you to stop requesting statements and making payments unless you clarify who should be receiving them. I am willing to provide my parcel number if needed. Please rectify this situation promptly to ensure the correct party receives the payments.