Cenlar FSB

Review: 100% disabled veteran recently purchased home in [redacted] this past June 2014. [redacted] law gives entitlement of Property tax exempt for all disabled veterans.

County tax assessor's office is NOT collecting any taxes and has NOT accepted any funds for taxes on this new property owner. HOWEVER, The MORTGAGE company IS! Central Loan Administration has collected and continues to collect "property taxes" from a disabled veteran who is Property tax exempt, and NOT dispersing the funds to the tax office (as it is not due), and Central Loan Administration is pocketing the money for themselves and continue to do this EVERY MONTH! Disabled Veteran was told he needed to deposit property taxes into escrow fund initially, and would be refunded at close of escrow, he did, they refused to refund his escrow property tax money @ $919.60, and they have been taking $183.92 EVERY MONTH since July 2014, and claiming it is property tax money, not dispersing it to county tax collectors office as it is not due, AND KEEPING IT!

PLEASE contact us for documentation!

H: [redacted],

Email: [redacted]Desired Settlement: Full refund and STOP collecting funds not due.

Business

Response:

Attached is our response to the [redacted] complaint.

Review: I made a payment after the mortgage was satisfied for the amount of 1400.00 electronically by mistake. They cannot locate the funds. I have gave the company the required documentation of proof the payment was made and received. This documentation I sent was from my bank. I have been calling CENLAR since the transaction on 28 March 2014.Desired Settlement: The company needs to locate my payment and return it promptly. I gave them the trace route number.

Business

Response:

[redacted]

This letter is in response to your correspondence received in our office on May 15, 2014.

According to our records, the subject loan was paid in full on March 25, 2014, and a final reconciliation of the escrow account was initiated.

On March 31, 2014, a payment of $1,400.00 was received from CheckFree, a third party bill pay service. Since the loan had been paid in full, we were unable to apply the funds to the loan. Instead, per our policy, the funds were held in our office for 21 calendar days to ensure that they did not come back as a returned item, and then the funds were sent to CheckFree on our check number [redacted]

Since the funds were not applied to the loan account, the customer service representatives with whom [redacted] spoke would have been unable to provide any detailed information regarding our receipt of the payment. However, on April 11, 2014, a customer service representative informed [redacted] that the refund process could take up to 30 days to be completed. In an effort to assist [redacted] the representative requested that he send evidence of the payment to our office for review. According to our records, the evidence was received and forwarded to the appropriate department for handling on April 15, 2014.

On April 21, 2014, our check number [redacted]in the amount of $1,400.00 was sent to CheckFree. While we are unable to comment on the amount of time it may take CheckFree to return the funds to the borrower’s bank account, our records indicate that our check was negotiated by CheckFree on April 25, 2014 (copy enclosed). If the borrower is not yet in receipt of these funds, we suggest that he contact his financial institution, who will work with CheckFree to

complete the refund process.

Should you have questions with regard to this matter, please contact me at [redacted]

Sincerely,

Service Excellence Administrator

Consumer

Response:

[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.]

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

Regards,

Review: As a customer of Cenlar, I have repeatedly requested to have a situation cleared or removed from a credit reporting incident. The erroneous reporting error is that Cenlar incorrectly labeled a transaction as a foreclosure with a transaction date three months after the final settlement date of a closing transaction. This incorrect reporting error has caused considerable financial hardship and delay in my process to obtain and secure financial loans. Cenlar has two reporting entries on this report, the first is correct and label properly, but the second is false and not accurate.Desired Settlement: I am requested that the second reporting entry to all three Credit Reporting Agencies be absolved to reflect the true and correct transaction information as agreed upon in the final settlement agreement. Please remove the Forclosure entry reported on August 2011.

One month is how long it took to Cenlar to fail me.

Hours on several calls asking for assistance don't even get me a call back.

They can't even adjust a lowered Homeowners Insurance payment for me.

Also they lastly claimed a raised "FHA Mortgage Insurance" rate will now raise my payment by $148.00 per month! This is a total Lie per my Closing Co, there are no such FHA fee raises, ever! So what do they plan to do with a false raise? I'm afraid to be a customer here!

this company is a joke. they get your check and cash and it wait weeks to apply to your account. they dont pay taxes or homeowners insurance on time. DO NOT DEAL WITH THIS COMPANY!!!

Cenlar is just awful. I am sorry that my mortgage company sold to these incompetent is. They put you on hold no one has any common sense. My spouse and I share the mortgage we each write a check for a grand it was working fine until we received a late notice they cashed my husbands check but not mine and sent mine back. When we called they told us we would have to fax in writing we needed it out if suspension and then they said they sent the check back. No one knows what the other hand is doing this company needs a total over haul.

My mortgage was bought by Cenlar a couple of months ago and I had a pleasant experience until recently. My insurance is due and the escrow is there to pay it. My policy holder has not changed, the agency has not changed and I have uploaded the updated policy information into their site. I have gotten a cancellation notice from my insurance company, a letter from Cenlar that if I do not provide my insurance information (they had it and I have uploaded it again) they will provide insurance for me at whatever rate they find. I have sent multiple emails to their message center and gotten a response that they would get back to me within 24 hours. That has not happened on any of the emails that I have sent and I just sat on hold for an hour to try and get this sorted out with no representatives answering. I am beyond fed up with this.

Review: Our original purchase price of the house was $60,300, in 2007. In march of 2011 we paid $50,000 on the balance of the loan leaving just under $7000 as our balance due. We noticed on our next bill after paying the $50,000 that we were still being charged for PMI ( Private Mortgage Insurance). We called Cenlar and asked why we were still being charged and they said that our payment history didn't warrant removing the PMI. I explained what PMI was and how it worked, but they didn't understand or didn't want to. We asked to speak to their PMI department and was told that they didn't have a phone number, but gave us an email. We emailed and got no response. We emailed and wrote letters for 6 months requesting that they remove the PMI charges since we no longer had a loan balance that was over 80% of the original loan. We finally got something in the mail that said that our payment history didn't warrant removing the PMI. We have since been paying the PMI bill every month of over $30.00 and have tried to reason with them and explain why PMI should not be charged. The customer service is horrible at best and their failure to understand the contract, the laws governing the contract and not honoring the laws under the contract makes them a bad mortgage company. I'm sure I'm not the only customer that has run into this situation with them. I hope I'm not the only one to complain, but if so, then let it start with me and hopefully more with come forward.Desired Settlement: Refund the PMI paid from March 2011 to present that should not have had to be paid. $928.76

The company advertises a response time to customers of 24 business hours. When I contacted them, I got an e-mail apologizing for not getting back to me within the time frame 14 business DAYS later. It did not address the problem, just an apology. They asked when they could call me. I responded within 4 hours. No call ever came. I reminded them 10 business DAYS later, and got another apology e-mail for late response 5 business DAYS later. It misquoted their own form, and offered no resolution for the problem. I was dispirited when my bank, after having my mortgage for 10 years with no problems, sold it to these charlatans. When I checked their reputation on line (not like I had a choice about the sale) they were 1 star all the way. That's generous. Their on-line forms are out-of-date, hard to deal with, and for a mortgage company to require that I re-enter my "new payment account" every month including routing and account number is nothing short of absurd. No, unfortunately, I do not have the time to memorize my bank's routing number...

Review: I am a disabled veteran who closed on a home in [redacted] prior to my claim with the ** was completed. I was told by the bank and the ** that once my case was closed and if I qualify, I would receive a loan adjustment in the amount of the ** Funding fee. My case with the ** has sinice been closed. I do and would have been qualified to be exempt from the ** Funding fee prior to the closing date of my loan as my 100% disability rating from the ** is 7 March 2014. My closing date was 31 March. I contacted CENLAR on 19 September and spoke to [redacted]. I then faxed to her the correct requested ** documents. She told me the adjustment should be completed within 10 days. Since that conversation I have spoken to several reps from CENLAR and have had no success in getting my adjustment issue resolved. I have been given the 'run around' and broken promised call backs after broken promised call back.Desired Settlement: I want my adjustment completed along with any interest collected fromy me while the adjustment hadn't been made.

Business

Response:

see attached

Review: Cenlar is my mortgage provider. They paid my neighbors taxes out of my escrow account, by making a tax payment to the wrong parcel number in the amount of $599.54.

After I notified Cenlar, the city and county tax offices of the problem, Cenlar made a 2nd payment from my escrow account to cover my taxes.

My taxes are currently paid; however, they failed to refund my escrow account $599.54 (monies paid to neighbor’s taxes).

After endless attempts to rectify this situation and received my refund back into my escrow, I’m constantly getting the run around from Cenlar.

I’ve recently contacted the tax office and they have verified a refund a check back to Cenlar Tax Service – [redacted] which was cashed on January 28, 2015.

Check Number [redacted] from [redacted] Tax Assessors office.

However these funds have not been credited back to my escrow account.

To resolve this matter, I want my $599.54 back into my escrow account.Desired Settlement: To resolve this matter, I want my $599.54 back into my escrow account.

Business

Response:

Attached is our response to Case Number [redacted]

Review: Purchased a home, DESCO FCUn financed it,( [redacted]) Having financial issues at the time I sought the advice of a lawyer with the intent to file ch 7 in 2012, I sent Cenlar a request to refinance under a gov plan that would reduce my interest rate which I could afford, I at that time paid "all" the back payments I owed. My payments changed from approx $801. to $1150. per month, supposedly for property tax and insurance, this loan never ever had an escrow account, for 8-9 yrs I paid tax/insurance. Jan 2013 I received a statement I had $0. in escrow. Cenlar told me I was on some trial payment so the lender could see if I could make payments. Numerous calls over the next 4-6 months to find out where the additional $350 I obtained no answer; suspecting the money was going for late payments but was told it was building an escrow account, I requested something in writing. Eventually, after 6-8 months of paying the additional money I received notice I did not qualify for the gov't program but that my loan was "reorganized" at the same rate, but extended in time to pay, I turned this down, telling Cenlar I still could not afford it, I continued to pay Cenlar the additional money, borrowing to pay other bills. Cenlar needed approximately $1900. to catch up on everything, I authorized Cenlar to take from my checking account $1900, 2 days later another $1900 was withdrawn It took Cenlar over 2 weeks to post the money back to my checking account, numerous automatic withdrawals were charged against me, my credit totally shot, Cenlar gave me $25 back for all the charges I received from my creditors, paying only one charge against me when some institutions charged me several times (my bank waved their fees) Cennlar failed to pay my insurance as they said they would causing it to lapse at one point yet $1150 was being paid monthly. Request to talk to my lender were denied. Cenlar said I could sign the house over to them????Desired Settlement: Would like the additional money charged monthly, paperwork showing they submitted my paperwork to the gov.t agency as they told me they would if they could not , fix my credit, letters to the creditors, and credit report companies. This had a great impact on my marriage, with divorce the final outcome. much of what Cenlar did to me was not authorized, explain to me where the loan stands today, is the amount $801. or approx $1150. monthly. Cenlar has recordings of our conversations, if used to dispute this I would like a copy of all of them recordings will show all the times I was told the money was going to escrow, they will also show my frustration in attempting to obtain answers fruitlessly. I would like an agreeable solution, currently payments are on time . We resided in this house until my son who was in the military needed help obtaining his disability from the army, 100% disabled, he can not speak for himself I stayed with him in Kansas helping him, I myself am retired army

Business

Response:

This letter is in response to your correspondence received in our office on October 30‘ 2013 and November 4‘ 2013‘

According to our records. we received a loan workout package from Mr. [redacted] on August 9, 2012. An initial review of the loan workout package resulted in a deniai for a modification under the Home Affordabie Modification Program (HAMP) since the Note was not executed prior to January 1. 2009, a requirement of the Program.

On September 21, 2012, Mr. [redacted] was approved for a [redacted] Loan Modification Trial Period Plan (copy enclosed). Under the terms of the [redacted], four monthiy payments of $972.29 were due on the first of the month beginning in November 2012.

The terms of a [redacted] Loan Modification require that an escrow account be established for the payment of the annual hazard insurance policy premium and real estate property tax btlts. As a result, once the monthly escrow deposit was added to the borrower’s Trial Period Plan payment, the payments were more than Mr. [redacted]' contractual payment. The excess funds were held in a suspense account until the completion of the Trial Period Plan.

Mr‘ [redacted]“ 2012 Mortgage Interest Statement generated in January 2013 (copy enclosed) did not reflect any escrow activity since the escrow account had not been established at that time.

Our records indicate that Mr. [redacted] successfuily compieted the Plan after submitting the Trial Period payments of $972.29 on November 2 and December 3, 2012 and January 7 and February 11, 2013. On February 20, 2013 we initiated the process to establish the escrow account in preparation for updating our system to reflect the terms of the final Modification Agreement.

Our records indicate that we received notice from Scioto County in February 2013 that the 2012 second installment real estate taxes were delinquent Consequently, we disbursed $80828 from the escrow account to Scioto County for the base amount and $82.86 for the penalty and interest assessed to the parcel. Subsequently, an escrow analysis was performed on March 5, 2013 (copy

enclosed) and revealed an escrow shortage of $1,551.71. The escrow account shortage was spread over a 12-month period; effective May 1‘ 2013, the monthly installment increased to $1,063.78.

Mr‘ [redacted] was approved for a [redacted] Loan Modification on March 29, 2013. Unfortunatety, due to a delay in obtaining a copy of the recorded Mortgage and titie policy, the Modification Agreement was not sent to Mr. [redacted] until April 29, 2013.

Our records indicate that Mr. [redacted] contacted our office on May 1, 2013 and authorized a payment by phone to be debited from his bank accounts At that time, the loan was due for the April 1‘ 2013 monthly installment of $972.29. We regret that there appears to have been a miscommunication between Mr. [redacted] and the loan counselor, and as a resutt, payments of $190322 were processed on May 1 and May 2, 2013.

At Mr. [redacted]' request, we initiated the process to refund the duplicate payment to his bank on May 7, 2013. While we are unable to comment on the time it takes his banking institution to credit the funds to his bank account, our records indicate that the refund was submitted on May 9, 2013. In addition, we issued our check number [redacted] for $50.82 as reimbursement for the fees the borrower was assessed by the bank as a resuit of the dupiicate payment processed in error. Our records indicate that our check was negotiated on July 24, 2013 (copy enclosed).

We do not agree with Mr‘ [redacted]' statement that Cenlar "failed to pay [his] insurance." Our records indicate that we received an invoice from Grange Insurance Companies on May 9, 2013 (copy enclosed) and disbursed the Full Payment of $545.00 that same day‘ At that time‘ our records reflected that the loan account was escrowed for the payment of the hazard insurance premium, in accordance with the [redacted] Loan Modification.

Mr. [redacted] coniacied us on May 30, 2013 and informed the loan counselor with whom he spoke that he did not wish to move forward with the modification. A denial ietter was mailed to Mr. [redacted] on July 3‘ 2013 (copy enclosed).

Since the borrower declined the loan modification. our records were updated to reflect that the loan is not escrowed for the hazard insurance premium on August 13, 2013. We do not have a record of having received a cancellation notice from any insurance carrier.

While we would like accommodate Mr. [redacted]‘ desired settlement, we are somewhat confused by his requests. it is our understanding that he is requesting to waive the escrow account requirement for his real estate taxes and adjust his payment accordingly, and that we submit a credit correction.

We are unable to accommodate his request to waive the escrow account requirement since he does not meet the escrow account waiver guidelines established by the investor, [redacted].

Should the borrower wish to satisfy the escrow shortage in fuil, he may remit a payment of $53938. which will satisfy the escrow shortage and reduce his monthly payment to $924.47 effective with the December 1‘ 2013 installment.

As of today‘s date‘ the loan account is due for the December 2013 payment of $1,063.78.

With regards to his request for a credit correction, our records indicate that Mr. [redacted]’ May 2012 installment was not satisfied until we received his payment of $3,323.16 on August 8, 2012. As a result, the delinquency was reported to the credit repositories. I No payments during the Trial Period Plan were reported as delinquent. A copy of the borrower‘s loan activity statement is enclosed for your reference. '

As a servicer, we are bound by contract with investors to report to the credit repositories. The Fair Credit Reporting Act (FCRA) requires that if we report, it must be accurate. We are therefore unabie to waive or revise our late payment reporting.

Should you have questions with regard to this matter, please contact me at ###-###-####.

Sincerely,

[redacted] Service Excellence Administrator

Enclosures

cc: [redacted]