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Business Profile

Loan Servicing

Cenlar FSB

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loan Servicing.

Complaints

This profile includes complaints for Cenlar FSB's headquarters and its corporate-owned locations. To view all corporate locations, see

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Cenlar FSB has 7 locations, listed below.

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    Customer Complaints Summary

    • 337 total complaints in the last 3 years.
    • 89 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Since we began this loan in February 2009, the monthly payment was automatically drafted from our checking account about the 25th of each month. We started receiving phone calls about a late payment on April 14, 2024. The website dashboard shows the payments were received. The bank shows the payments have cleared. Six phone calls to four different people (totaling over 2.5 hours) and the latest phone call says she'll send it to "research" and I should hear something by the end of the month (May 31) via a letter. The latest person stated that no one before her had sent it to "research". I want all my payments correctly posted and the late fee waived.

    • Initial Complaint

      Date:01/16/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cenlar repeatedly calls and texts me about a mortgage account that is not mine. I do not have a mortgage account with them. I do not, not have I ever, had a mortgage.

      They have left me multiple voice mails, they have subscribed my number to text messaging services.

      All attempts to contact them have resulted in failure. Obviously I can't verify account details for somebody else's account, so they can't remove my number from the account. Front line phone support refuses to escalate to a supervisor because I'm not an account holder.

      They have been harassing me for the better part of a year now.

      Business Response

      Date: 01/24/2024

       

      Please see our attached response to complaint ID ********.  Thank you

      Customer Answer

      Date: 01/24/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



      ******** *******

    • Initial Complaint

      Date:01/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today, January 13th, 2024 I received a notification that my credit score dropped almost 200 points because Cenlar reported to the Credit Bureau that I missed a mortgage payment, which I knew I was impossible because I hadn't missed a payment, because my payment isn't due until February 1st, 2024 and my forbearance doesn't end until January 31st, 2024. Upon further investigation, a Cenlar representative notified me that a major mistake was made on Cenlar's end, where my forbearance was inaccurately reported, resulting in my mortgage being inaccurately reported as past due. This resulted in my credit score dropping almost 200 points from 800! This mistake is incredibly negligent, and has the horrible repercussion of preventing me from being able to move forward with any financial improvements or investments that require a Good credit score. I have never made a late payment on any of my credits, whether that be credit cards, my mortgage or student loan payment. Therefore, this entire situation is devastating because I'm being prevented from making financial investments and improvements due to someone else's negligence and that is unacceptable.

      Business Response

      Date: 01/22/2024

      Please see our attached response to complaint ID number ********. Thank you.

      Customer Answer

      Date: 01/24/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,


      ******** ******

    • Initial Complaint

      Date:01/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had financial hardship during pandemic. I was unable to make payment for this HELOC I have with CENLAR. I requested multiple times to send me hardship packet. They said they did but I never get it. They started sending me court notices. I contacted their attorney but they are incompetent and doesn't know how much I have to send. They tell me a nonsense amount so I send the check but they returned it saying I did not send correct amount. This is unacceptable and is charging me attorney fees and other charges. I demand this removed and give me correct figure. I spoke with their customer service but nobody can tell me how much I have to send for reinstatement or the balance I have. I am 76 years old and it is causing me stress and other health related issues now. I will have to start a lawsuit against them soon if these items are not fixed and adjusted accordingly.

      I contacted them MULTIPLE times before they send this to their attorneys. I will file a separate complaint with the New York BAR Association against the attorneys later on.

      Business Response

      Date: 01/19/2024

      We have received your correspondence sent January 11, 2024, pertaining to Case Number ********.

      Unfortunately, we have determined that additional time is needed to completely resolve the borrower’s issue. We are in the process of researching the issue to determine the best course of action to resolve it. We will continue to keep all informed as we diligently work to resolve the borrower’s concerns.

      Thank you.

      Business Response

      Date: 02/07/2024

       

      Please see our attached response to complaint ID ********.  Thank you   

      Customer Answer

      Date: 02/07/2024



      Complaint: ********



      I am rejecting this response because:

      You sent the reinstatement letter
        1/31/24 and expect me to send the amount by 2/7/24 ? You guys should be sued. By the time i got the letter it was 2/4/24. This is ridiculously nonsense and very hardship on people. A class action attorney should look into this.



      Regards,


      ****** ******

    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a house through a third-party bank for my mortgage, and this bank employs Cenlar to handle mortgage payments. Since August 8th, 2023, I've been reaching out to Cenlar via email and phone to initiate a recasting process specified in my mortgage contract. Unfortunately, I've faced delays in obtaining the necessary documentation from Cenlar for the past six months.

      Business Response

      Date: 01/19/2024

      We have received your correspondence sent January 8, 2024, pertaining to Case Number *********

      Unfortunately, we have determined that additional time is needed to completely resolve the borrower’s issue. We are in the process of researching the issue to determine the best course of action to resolve it. We will continue to keep all informed as we diligently work to resolve the borrower’s concerns.

      Thank you.

      Customer Answer

      Date: 01/24/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.




      Regards,


      ****** ******** *****

    • Initial Complaint

      Date:12/21/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Relative to other reports on BBB, my issue is somewhat minor. I will echo reports by others that the customer service at Cenlar is all over the place. In the past three months I have heard entirely different stories about what is required to close my HELOC account, which I moved to another provider. The first contact I was told that I would be getting payoff letter and closure instructions by mail--they never came. Second call, after another poorly disclosed and utterly exorbitant 'annual fee' was applied (Cenlar already charges 3% higher than other providers, so further taxing customers with this pointless fee is criminal...) was registered to my account. I'd like that fee refunded as it was incurred due to lack of follow-through on by Cenlar service.

      Futher, I'm entirely unclear if I have done what is required to close my account. The call today the CSR told me my verbal authorization was sufficient. I kind of suspect Cenlar will leave the account open unless I keep pestering though, so given the clear need to ding the company for having horrible procedures that cause confusion among customers and damage them financially (others far worse than me).... here I am.

      Business Response

      Date: 12/29/2023

      Please see our attached response advising
      additional time is needed to completely resolve the borrower’s issue for ID
      number *********  Thank you.

      Business Response

      Date: 01/03/2024

       

      Please see our attached response to complaint ID number *********  Thank you

      Customer Answer

      Date: 01/04/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.   Thank you, Cenlar, for a super fast and thorough response.   I would just add that some effort to better instruct your CSRs on closure policies and when exceptions can be made to the annual fee assessment would be beneficial.  I understand you have made (positive) changes to the process and that they are new, but I got inconsistent responses from reps in the past two weeks.  A formal 'closure kit' would be helpful for borrowers to have clear expecations about the logisitics of account closure, such as when lien is removed, whether full payment constitutes closure, etc.  

      Thanks again for this great response.  Appreciate your efforts.


      *** ********

    • Initial Complaint

      Date:09/22/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i received a letter from cenlar that my principal balance was 293.64 according to deed contact in which i paid. my money was sent back to me and now 5406.57 has been added on to my mortgage..i have contacted cenlar for an explanation of these fees,as an attorney has told me that by law cenlar must provide. to date i have no response from cenlar? i need these fees dropped now..i request an explanation as i am not just handing money over for no reason...donna oswald

      Business Response

      Date: 09/29/2023

       

      Please see our attached response to complaint ID *********  Thank you

      Customer Answer

      Date: 10/13/2023



      Complaint: ********



      I am rejecting this response because: 

      according to principal balance ..i paid 311.dollars which was accepted by cenlar currently ...............by law i have pd my loan off

       

       

      look at statements 08/01/2023 states principal balance 293.64 in which i paid ...cenlar and they refused my payment and sent money back. that's illegal refusing payment as to which they added 5100 dollars on this acct... they moved these on my account which again is illegal because i have nothing as provided by this company that explains these charges...









      Regards,


      ***** ******

      Business Response

      Date: 10/18/2023

       

      Please see our attached response to complaint ID ********.  Thank you

    Cenlar FSB is NOT a BBB Accredited Business.

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