Complain about a product or service

Central Loan Administration

Eagan, MN

Maureen of San Clemente, CA November 21, 2009

I had my mortgage with TWB and was int he process of refinancing to Suntrust when Cenlar took over TBW. WHen I made the payoff to TBW, there was a pyment I had made that had not been credited yet, so I essentially overpaid the payoff - was told by Cenlar that once the payment was posted it would be immediately returned to me. This was int he beginning of August. I have called multiple numbers multiple times, always ending up talking to someone in India who knew nothing. I finally contactd customer service via e-mail and received an e-mail back from a Deborah (this was a month ago). I have had promises from her on a weekly babsis that they will resolve the issue - just getting told the "analysts are researching it" - I have sent them copies of my canceled check so there is no reason for them not to replce what is owed to me (over 2,000)

Therese of Ft. Myers, FL November 17, 2009

My mother-in-law has a mortgage with TBW, now transferred to Cenlar. Her mortgage was only for principal and interest since she pays her own taxes and insurance. TBW in Feb., 2009 took from her bank account an additional 1,341.93 which they said were to pay taxes. When she called they said they would credit her bank account since they did it in error. Talked to Julie, but it was never done. Then the mortgage went to Cenlar.

To this date we have documented 15 calls, emails, letters, to Cenlar because they are trying to have her pay more than her principal and interest and saying they need escrow money. Since we have only talked to a live person twice and told them she pays her own taxes and insurance it is very hard to deal with them. We had to stop the bank authoriation because they tried to take more money which they are not entitled. My bank cooperated but we received a nasty letter from Cenlar saying we couldn't stop the authorization.

We then had to send a letter stating to stop this. Nothing has been accomplished, they say they will call you back, they never do. I now only send my principal and interest payment as I don't want to be late. The last nasty letter received said I was short and they don't accept short payments and to send more money. I called and said I am not short anything since I don't and never have escrowed for anything. Can anyone help.

Jon of Easley, SC November 14, 2009

enlar FSB is trying to force me into escrow, I have never been in escrow and have had my mortgage for a long time. I have also never defaulted on my insurance. My mortgage payment after I refinanced with TB&W was 489 monthly, my taxes last year were less than 500 and my insurance is 980 a year, but I pay it monthly. Cenlar is trying to raise my payment to 800 monthly! I have faxed them my proof of insurance several times, one week after the last fax to Cenlar, I received a check from my insurance company for all of the money I had paid this year along with a letter stating that Cenlar had paid the 980 in full! I did not cash the check, I cantacted the insurance company, they in turn sent the check back to Cenlar, yet my payment still has not been adjusted. They are now threatening me with foreclosure unless I start paying them 800 a month, FOR WHAT???

Harry of Albuquerque, NM November 4, 2009

When Taylor, Bean, & Whitaker was forced out of the mortgage business they sold my mortgage to CENLAR. When I checked my loan transactions, I found out that CENLAR is posting phony charges against my escrow account. They refuse to explain those charges. I have filed this information with my state Attorney General's office and am taking action to refinance the mortgage with a local credit union. Fair warning to anyone else caught in this TBW/CENLAR scam: check your transaction histories.

Lorraine of Woodinville, WA October 24, 2009

I, too, have had issues and confusion with Central Loan Administration. I am nervous about trusting them with any of my money and with the services that they are supposed to be providing me, such as payment of taxes and insurance. I was able to speak to a fairly helpful person today, and thought I would pass along his phone number at CLA, as it is not one listed on their statements. Strange timing of payments, unhelpful website, assessing late fees before pymt was due

Steve of Shelton, WA October 15, 2009

After the collapsing of Taylor, Bean and Whitaker. We got a statement in the mail from a new company, called Cenlar, informing us to send them a check for our September payment and requesting optional bank info to take out future monthly payments. We have always had our payment on autpay and so we offered the bank info. What do they do, they cashed our check and then just 1 day later they took another payment for auto pay! What the heck? Then I called them and was placed on hold for 45 mins and said that they deeply apologized for the mistake and they would skip October's auto pay and the next payment would be November 1st.

Guess what? They took my payment out for October instead of skipping it as I was told. I went online to Cenlar and now it says online that we are not due until December 1st now. So I was forced to go down to my bank and pay a 30.00 fee to make a stop payment so this out of control outfit will not take out any more money without my permission with any surprises. I can't imagine a family going from paycheck to pay check getting hit like us and all of the bank fees from bouncing checks and negative debits from their card?

Today, I looked online I saw where my checked cleared on 9/8 and then they next day on the 9th where the autopay kicked in when it shouldn't have. Althought it did the amount should have all went to principal except for a few cents of interest for a day. Nope, 1,046.00 was deducted and only 185.00 went to principal and the rest of it went to interest. I guess in India they have a different numbers system when it comes to interest rates?

I emailed feedback to them and it said what time can we call you and expect a call with 48 hours. It is has been a week and the call still hasn't came? Another website that I have been to also had complaints had this pdf file that has a bunch of email addresses of some BIG WIGS of this company. One person said that they did that stating their complaint and apparently got a return call within 2 hours.

We are going to search for another bank or mortgage company to take over our loan. We pay our own taxes and insurance which is taken out monthly and our taxes semi-annually from our bank account. Now most of the banks we have talked to are willing to do a new refinance loan with a lower %, but we need a 700.00 escrow account to take out for taxes and insurance. This Cenlar Co. doesn't know how to pay taxes or insurance leaving a lot of customers sleepless at night hoping that their house doesn't catch on fire or come in contact with flooding waters. That also doesn't count about the fear of the county coming to take their property from them because of no taxes being paid.

Jane of Fort Smith, AR October 9, 2009

CENLAR took over my loan from Taylor, Bean & Whitaker effective 9/1/2009. The statement for my October payment shows they took 836 from my escrow account which left a deficit of 86.12. I called and was told the money was wired to Sebastian County Tax Collector for payment of tax on my home. My home tax had been taken out of my account in April 2009 and rec'd by the tax collector 5/5/09.

I have a paid receipt and my statement from Taylor Bean shows it was paid. The Sebastian County Tax collector says they are not set up to receive wires and had they received the payment they would have returned it to CENLAR. I called CENLAR again and they can't tell where the money went. They also show on their statement that the same amount was deducted 8/2009. I have spoken with 3 people and they can't tell me where the money went or why. They will most likely raise my house payment now because the escrow shows a negative balance.

Lynne of Florissant, CO October 2, 2009

Like everyone else, when Taylor Bean went out of business Cenlar was given my mortgage loan. The transfer happened sometime in August and my homeowner's insurance was due August 21, 2009. After my agent has repeatedly faxed the insurance bill to two different fax numbers, given to me by letter and by the 'help desk', they still have not paid my insurance bill out of my escrow account.

I've had to make TWO payments now, to keep my homeowners insurance from defaulting. I've called Cenlar and sent them emails along with the bill being faxed twice with no response and no resolution! I'm told by the customer service to just re-fax the bill and they will pay it immediately upon receipt!

Cenlar is already in possession of the collected fees for my homeowners insurance and property taxes in my escrow account. I now have to pay TWICE because they are not paying out what they are supposed to! I feel like this is illegal to make someone pay twice for something as important as homeowners insurance!

Vivian of Decatur , GA September 28, 2009

I had similar experience. I sent in two payments that for the month of August and September and my my paperwork to setup automatic draft payments. Cenlar accepted my two payments and they also drafted a third payment. I called, stayed on the line for thirty or more minutes before getting an human to talk to. The gentleman whose name I do not remember assured me that a payment in October will not be taken from my checking account. I don't trust this confirmation so I have written a letter to Cenlar reminding them not to draft a mortgage payment that they received last month.

Matthew of North Branford, CT September 21, 2009

No offense to everybody, but I too was a victim of the Taylor Bean & Whitaker mess. I too had everything transferd over to Cenlar. I do not work for the company or am I in anyway affiliated with the company. Frankly its driving me nuts and I am not liking the company too much. BUT, the complaints that I am reading about the company are false and misleading. All of you should be ashamed of yourself and if any of you read the paperwork that we were given you would not be in the trouble you are in.

Like many of you I am financially strapped and can't afford anymore than I allready pay. For those that had there mortgage directly taken out of your acct like me everymoth you would have found on that same piece of paper that we all got it said that if TB&W was all ready set up for direct take out of your bank acct. it said to do nothing, it said not to send a payment to basicly just let it sit there and it will eventually be taken out with no penalties. I still have that payment in my acct and there it will sit until they take it out. It also said that to sign up for direct take out, it was for customers who used to pay by check, it was to convince them to sign up and be like the rest of us.

The one thing I would advise is to make sure your INS information is updated because TB&W sent a check to my flood Ins company and it bounced so I am now on hold with Cenlar to try and get them to pay the bill before I loose it. I have had a hard time trying to get a hold of them, but I realize that this is a smaller company that is not used to picking up this type of mess. I am sure that if they have say 200 people working there might be 1,000's of people trying to call with similar problems as you or myself. This is one time where as hard as it is, we have to have some patience.

As far as mistakes that you have made, don't blame the company, blame yourself. READ ALL INFORMATION SENT TO YOU WORD FOR WORD AND YOU WON'T RUN INTO THESE PROBLEMS!!!

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