Avoid this service at all cost. Similar to other reviews, they make it incredibly difficult to close out a loan. Even if you've paid it in full -you have to mail in a notice with an additional fee. After being told there was nothing further I had to do from their representative to close out the loan after it was paid, I continued to be charged for annual fees. This was incredibly confusing since my CREDIT REPORTS showed the account closed. Looking back, they bury this requirement in their documents - similar to how apps make it hard to find a simple unsubscribe. They also refused to refund any of the fees they've been collecting for YEARS. There are SO many options out there nowadays for a loan with better options that don't knickle and dime and make you WORK for them. read more

I am absolutely horrified by the support. I am getting from Cenlar. My husband passed away over a year ago. I sent in the information to have the loan move to my name twice. I have tried every possible thing to get a live human on the phone, but I do not have the information they require. I am beyond frustrated that there is no way for a widow to access this account information. read more

Consumer Alert: Do not use this company! This mortgage servicer immediately assigns you account to an outside collection agency when your payment arrives on the 2nd rather than the 1st when normally you have a 15 day grace period for payment to arrive. Example your payment is due on the 1st, arrived on the 2nd and you start receiving calls from a collection agency on the 3rd who does not state that this call is in connection with Cenlar and leaves a message stating "get it handled or we will start skip tracing like you are a criminal out on bond. When you file with the BBB Cenlar falsely claims that they have contacted you directly when in reality, all communication is being initiated by a third-party collection agency leading you, the borrower to mistake a legitimate call as spam or fishing. And all of this is after calling Cenlar directly and customer service states that they see your payment and all is in order. Cenlar is trying to undermine owner rights to their property through aggressive mortgage practices and weaponize collections against non-delinquent accounts. read more

I would give them a -5 if it was a thing. 2 words describe this business... Inept, and incompetent. Absolutely no customer service and they will TRY to charge you double or triple anyway they can. They Also know there is no way out of this madness because you'll have to sell your home to get out from under them. We have tried already and these people are incompetent ,that if you actually get to speak to someone there they will tell you that the only way to talk to someone in the financial dept. Is to message them in a messaging center on their website, no way are they going to multi task, how amateur is that and the website is so jumbled up that you really don't understand what is going on with your payments, then they send you so many statements that is duplicated oh my gosh this business needs to give it up and start over and let a big boy business take over that really knows how to run it !!!!!!!!! read more

Customer service and communication have completely broken down on a loan assumption, and I'm feeling disappointed. I'm the listing agent for a home sale. We built in extra time to complete the assumption which was slated to close in November 2024. Now we've blown way past that, three and a half months later, with zero communication or meaningful response from Cenlar. They phoned to say the appropriate person will call, then no call ever came. The ball has been dropped numerous times. Now we completely stalled out. Unacceptable. The fault lies squarely with Cenlar. I am escalating this, I need to have a manager step up, follow through. I need appropriate actions plus clear communication to bring this assumption across the finish line. Help! read more

As many have said, it is impossible to reach this company by telephone. Everything is automated, and there is no option to talk to a live representative. When I tried the on-line chat, I was ultimately disconnected. I'm reaching out here in the hope that someone will get back to me. This is no way to run a business! read more

Horrible! Can't speak to anyone and left a lien on my property years after loan paid off!!!!

Can't get ahold of anyone. We have a partial claim on our title but nothing with HUD. We need the proper documentation and I can't reach anybody. read more

cenlar company do not deserved no one star since April 2025 i had been requested my money back the applied to wrong account then removed from the mortgage an the home equity several calls and told my reimburse check is in the mail waiting 6 month and never got it as of today September 6 2025 customers give me abusive and dishonest answers and way to talking about read more

I have e-mailed and faxed and I have gotten no response. When you try to call any number that they give you no one answers it is all automated and cuts you off. TERRIBLE. We need to resolve and issue of title so we can close and we cannot get an open line of communication. read more

Trying to get some basic information that the statement is unclear about but the rep has no idea. Asked for a manager and on indefinite hold. I would avoid these people and I hold Citibank responsible for a miserable customer service experience. read more

This is by far the worst mortgage company I've ever had to deal with. I thought I was getting Citibank, but instead now have to deal with severe incompetence. I will forever hold it against the mortgage broker for having me establish a mortgage with these folks. You cannot get a live person for help. Both my insurance agent and I uploaded our renewed insurance policy and they keep asking for our policy. I requested several times to recast my loan and they won't reply. Will contact the BBB. read more

I have never been late on my payments until Celar took over they have poor communication, a minimum of 30 minutes on the phone before a person picks up, the push products that are not a fit the homeowners need. and they don't have loyalty to the people that are doing the right thing. if you find yourself in a bind with this company reach out to others in the same boat and hire a lawyer and start a class action. they don't care about the stress they cause, and they don't care about the loans they take over. they take over loans just long enough to make you late then charge you with late fees and then sell you out to someone else. read more

Had called cenlar to skip one month of my loan payment and extend it to the end of the loan due to financial reasons and they would not help in no way not a mortgage company for the people read more

Always a nightmare to call. Can never get in contact with a real person. Always a run around. Avoid at all costs.

every reply in the system needs 7-10 days. Customer service is so bad. Can not solve any problem, even they did not speak and just wasting time. read more

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. Thanks for reaching out Staci, I sent you a message. The big question I have about my loan is why my loan servicer randomly hangs up on me when I call. read more

If possible stay away from these people. If my payment is a few days late, and I mean like 10 days, they send people over to the property to harass my tenants. Telling them that the house is in forecloser. This is the second time they have done this. Thinking about getting a restraining order to keep them away. Seems like the closer my house gets to being paid the worse they get. Even trying to drive away my renters. read more

I honestly feel bad for the person responsible for the social media aspect of this company. I too am going to add my zero star review as the way this company has treated my wife and I since November 2020 has been far below ignorant. We refinanced our mortgage in May of 2020 in which our loan ended up being serviced by CENLAR. In November of 2020, we received a letter from State Farm that our home owners insurance policy was not paid by CENLAR. My first call to inquire about this with CENLAR caught me off guard when the person I spoke with informed me that we were responsible for the insurance. Never have we paid it on our own, always through the mortgage company. After hanging up, I pulled out our paperwork, and yes, as you can see by the attached photo, our insurance IS to be done through the Escrow. Call number two happened within five minutes of the first. This call ended up in being told it would be looked into. In the meantime, I spoke with our agent, and he too was in contact with Cenlar and tried to get things remedied, but in December of 2020, I ended up paying the insurance bill to make sure it was not cancelled since we have had a very good long standing relationship with State Farm. Call number three to CENLAR ended up being told that it was to be corrected by the end of the week. January 8, 2021 we receive a letter stating that our homeowners insurance was 'expiring'. Now, mind you, I had to pay the insurance for the policy period of 11/2020 to 11/2021 because CENLAR apparently can't do their job. Call number 4 was made by my wife, and she was told that the insurance issue was good and that we were to receive a refund for the amount we paid out of pocket, and that the issue was to be updated within 48 hours. One month later to the day, February 8, 2021, another letter was received stating that they received the insurance information but couldn't verify that we had coverage from 06-2020 to 11-2020. The policy was paid in November of 2019 by Wells Fargo, who had the loan then, and the policy was valid through 11-2020. The time period listed in the letter was since CENLAR took over the loan. They demanded we provide details, which was done over and over by now, or that they would purchase it 'for us'. Notice the second picture stating that they bought us insurance for our home which was already covered, and has never been uninsured a single day. Call number 5 was placed immediately by me, and by this time I was completely livid and disgusted by the whole process. Our insurance agent again made contact with them and provided them again, the items they needed. Investigating the website today, it was apparent they still had not resolved the issue on their end, as it's never been an issue from our end. Call number 6 was placed today. I was told that the 'issue' is still being investigated and that I needed to wait until Thursday to 'give them time'. Really? Time? They've only had five months....well, actually since May 2020, when they should have had the details of our loan in their system correctly. I will conclude by stating that an issue like this should never take this long. Not in this day and age when info can be shared instantly. CENLAR should never has made the mistake of not knowing our escrow included the insurance....it's in the paperwork....several times.....in black and white. CENLAR, upon initial contact, should have had this corrected in say...oh, I don't know....24 hours at the most! I pity the next person whose loan ends up here. read more

Cenlar - Mortgage Lenders Near Me - Ewing, New Jersey

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I am a victim of the LA Eaton wildfire. My house was completely burned to rubbles and ashes. I received a check from my insurance payable to me AND Cenlar for $990K. I called Cenlar and was told I must endorse the check, mail it to them and they will use the money to pay off my mortgage and mail me a check for the excess amount which is about $472K. Cenlar, in its total and complete incompetence, mailed the check to my burned down house, When I realized what they had done, I called again to tell them to stop payment on the check and reissue a new one and mailed to my new address. I was told since my mortgage was paid in full I'm no longer allowed to change my address online. Instead I must write a letter to them requesting addy change and reissuing the check. I've been calling Cenlar ever since I mailed the letter to them. Since I no longer own a printer I had to hand write the letter and buy stamps and envelope because they were all burned. Every time I called I am on hold and then transferred at least 3 times on each call. They all ultimately transfer me to the Claims Loss Check department. Each time I have to call the main number and go thru all the press this, press that and tell my story to each and every person. One of the major problems I think is that Cenlar does not have an integrated system, each person told me his/her system does not allow them to see this or that data and need to xfer me to another department. I finally was able to talk to 3 different people who told me they had put a stop payment on the original check and a request to issue a replacement check, Each time I waited for 2 weeks and call again and start the whole process again and told the same thing. I'm calling again as I write this review and have been in the phone for 1hour and 20 minutes and still been transferrmany times and on hold. I'm still on hold but the music is not bad smh. I owned an IT business doing work in the federal arena. I have never ever seen such incompetence and antiquated stove piped system in my 40+ years. I hope and pray Chase Bank and other mortgage companies will read this and replace Cenlar with a new and more competent loan servicer!!, read more

Absolutely the worst bank and loan company on the planet. Terrible customer service that tells you incorrect information and doesn't fix the issue. They could careless about the customer and I can't wait until I refi my loan to get them out of my life. AVOID THEM AT ALL COST.... read more

I have been trying to reach someone regarding my mortgage for 2 weeks now. I have sent a few emails and still no response. This is absolutely ridiculous. Terrible customer service. read more

Cenlar incorrectly issued by 1098 tax documents and it's actually impossible to get a hold of a human who works here to correct it. Emailed and called multiple times. Does anyone actually work at this company, or are they just blindly cashing checks??? read more

I have been trying for two days to get a live person on the phone and it is impossible.

Hi there, My mortgage was transferred to CENLAR from Select Portfolio Servicing on April 1. I'm trying to make my monthly payment. I've tried to email a few times, but haven't gotten a response. And I've tried to call a number times, but I can't get to an agent because I don't have my new loan number with CENLAR. I see responses from a CENLAR representative here, so I thought I'd try here as well. Can you email me so I can set up/and pay my monthly payments? My email is "hey ryland at gmail". I'd be grateful for any help you can provide. read more

Put a human to speak for customer service. This is horrible. There is no way to get a hold of a representative.

they don't have customer service just aggravation. can't email or call, just chat with a robot that's fixed to not address a real problem like not being able to login. it's been a constant problem since we got our mortgage with them and i can't wait to change mortgage companies. read more

if i could give zero stars, i would. if i could give negative stars, i would give as many as possible. I worked with a mortgage broker who got us a loan with Cenlar. it's been only a few months and has already proven to be the WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE with any company in any industry. the loan opened in march. a week before the first payment was due, i set up autopay online. the autopay didn't draft until the next month so they reported me as being late to credit agencies and wouldn't consider withdrawing those reports even though they acknowledged it wasn't my fault...autopay has to be set up 10 days before drafting, i was only 7 days, but no where on the website does it tell you that. since then the account has been frozen even though all subsequent drafts, which they make, have been on time. every call to customer service ends in "requests must be submitted in writing" and the response to that is "processing takes up to 30 days." And at the end of their 30 day processing they just ignore it. i can't believe customer service like this is allowed to exist. you would be better off going to payday loans, selling organs, or talking to someone in the mafia about a borrowing a few bucks. STAY AWAY. ***forgot to mention....when my first payment wasn't drafted, they reported me as late to all three credit bureaus. when i called to ask that they remove the negative report since i was only late because they didn't draft the payment customer service told me to dispute the late payment with the credit bureaus and that they would corroborate my dispute so that the credit reports would be fixed. i disputed with all three agencies....they did exactly the opposite of what they told me they would do. they would not corroborate and insisted the late payments remain on my reports. read more

I'm gonna confess that the customer service has become considerably better. There was one bizarre screw-up in April, but that MIGHT have been the US Postal Service's fault. Otherwise they answer the phone pretty quickly and they are very polite. I don't have a lot of complaints to make now. They also removed my mortgage insurance when I asked them to. So, I'll revise my bad review and give them 4 stars. read more

We have been in the process of assuming a mortgage via Cenlar since August 2024 and now our loan processor has been MIA for over a month. We have taken to calling and emailing daily to no answer. My wife and I both have credit scores in excess of 800 and have sold our previous home so we have plenty of liquid funds to cover the transaction. There is no way to get in touch with a human to review this problem or to determine if our loan processor is even still employed with Cenlar. Wildly frustrating. read more

THE WORST COMPANY EVER!!!! I bought my house 6 years ago. Never ever had a problem. This company bought the loan and its increase after increase, fee after fee. Increase in escrow 4x. They are a sneaky conniving company. The customer service is rude and doesn't help at all they are just mouth pieces. read more

Pathetic customer service. Just charging fees and wants to rip off customers. unhelpful staff and system, wanted me to go dispute route to fight instead of helping. read more

My Father had a mortgage with Cenlar and we paid it off (or we thought) just before my father passed away ( a week before) . Well it seems there was a balance of $100 that some how magically appeared on this account after he passed that some how grew to several thousand $'s and even though the city recognized me as the new deed holder Cenlar would not speak to me about the account. They are absolutely the worst to try to get ahold of. They refused to believe that the notarized signed and sealed documents from the city confirmed me as the new deed holder, they refused to call the city office of deeds to confirm, refused to accept the paper work that the city provided , and refused to speak to me. It was really a ruse for them to allow the account to go delinquent that way they can add late fees and "escrow " fees that almost no one on thier end will explain. Finally after it got to the point of foreclosure (two years later), because they refuse to work with me or even talk to me about the account , we finally got a payoff letter from the law firm (who agreed that I was the rightful deed holder and should have access to discuss the account, and again this is thier own lawfirm they hired to process the foreclosure) and that amount magiccly increased to $10K + from a principal balance of $100. This company is nothing more then a thief they new they rather let the account go delinquent and refused to dicsuss the circumstances with me. Every time you get a actual live person they have to transfer you to another department that will hang up or not answer at all. Once you do get ahold of that other department they will just tell you that you must submit the request or anything else in writing , then they will never respond to the written request. I had to call a week after I sent each form and request in writing because they will not send you a reply. They wont even let you know if it was accepted or declined. they just toss it and hope you dont contact them. NEver ever can I recommend this company. read more

Staci no I am not signed up for paperless billing. If you want your money, mail me a frigging statement like all my other bills are done. The whole point is this company is so lazy it doesn't want to do anything right. Just a bunch of lazy people if you ask me . But when someone goes out of their way to way to make a pay early and you all take days to post it is unreal. read more

Ugggg...now they service 3 of my home loans. So, now I have 3 different websites, 3 different user names, and 3 different passwords and all have different "secure"!password requirements. I'm almost always confusing or forgetting passwords. Then, when you call you can't actually get to a person without an account number which they don't provide on the email they send reminding you to log in because your statement of ready. Don't want to, but I guess I'm moving to paper statements... read more

Cenlar misdirected my monthly payment to another account and then send me late payment notices and had their collection department called to collect debt. I must have spent 40 plus hours on the phone waiting and explaining the situation to them with nothing resolved. They admitted the fund was misdirected to another account, escrow, but said they can't fix it and need a supervisor to call me back. Their supervisor never called and in the mean time their collection Dept kept calling. Another problem is their representatives are rude and completely useless. They would put me on hold for 20 minutes to research a problem and the return and tell you they can't help and a supervisor would need to call back. And if I say something that they didn't like, they would hang up the phone and let you call back back after waiting 40 minutes, then hang up again if they see the same number. Horrible company and people. I have filed a complaint with BBB and currently working on a lawsuit and state attorney complaint. This company should not be in business. This company and its people are the I have ever experienced dealing with in my entire 50 plus years dealing with businesses. They should be shutdown. Please shut them down before they do more damage. As for my problem, god knows when they are going to fix it. I truly believe they are using my money for their own benefits. Thanks a bunch Citi for handling my account over to them. I will never deal with Citi or Cenlar again even if they are the last two companies on earth. Very discouraging. read more

Cenlar - Cenlar logo - Mortgage Lenders Near Me - Ewing, New Jersey

Dear Cenlar, Instead of having your reps reading from a script, can you tell them to actually BE HUMANE? Long story short, my dad passed away 6 mos ago & I'm taking care of his estate. How in the world is one of your reps going to ask me to verify HIS security questions? Oh yeah, why don't I phone him in Heaven? And after I repeatedly said "my dad passed away. He's dead.", your reps are still going to go on & ask me to verify his security questions? Great, thanks for not being helpful & emotionally taxing on a person who just lost a loved one. Thanks for the long hold times too. I think it took more than an hr hold & 7 reps later to get to that conversation up there. - A really annoyed Elite Yelper read more

We own two properties, and somehow these muppets posted a payment to the wrong one after years without any issues. As you can imagine, this led to some serious problems with our primary lender, and could have had more serious consequences since we were left uninsured on the other property. Despite the fact they are supposed to be the subject-matter expert, we had to guide them through researching the issue. Finally figured it out and had them expedite a fix. read more

Quick update- I'd like to give zero starts rather than my initial one star. So after "Staci" messages me and tells me someone will reach out, someone actually does. But calls, says he'll send an email with payoff instructions, takes 2 days lol. Firstly there's interest and late fees. He says they can't waive them (of course not) Secondly he says the only way to pay this off is via wire transfer. Really?! I'm not a business and am not setup for wire transfers! My bank will charge a hefty fee for that. After replying to him with my dissatisfaction and shock he says he "personally doesn't agree" with his own company's policy!! This is really insane! Any lawyers out there NEED to get a class action law suit going against these blatant scam artists! I'm happy to help in any way as I really am in disbelief that such a company exists! read more

Cenlar - CS rep admitting he doesn't agree with his company!! - Mortgage Lenders Near Me - Ewing, New Jersey

Do not use! They are scammers. They keep charging and will not close your account. I've been fighting them for 4 years to close my account. read more