Cenlar

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 2 historical complaints about Cenlar, published between 2010 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Hidden $5 Fee for Every Payoff Report RequestedPublished Nov 5, 2012 · Historical consumer allegation
• Loan Modification Approved but Final Documents Never ReceivedPublished Jan 26, 2010 · Historical consumer allegation

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website: https://www.cenlar.com/
• Homeowner questions about your mortgage (1-800-2Cenlar): 1-800-223-6527 1 complaint mentions this number
• Homeowner website: payments, balance, escrow, statements: https://www.loanadministration.com/
• Payoff statement request, 24/7 (company-published): 877-7-PAYOFF
• BBB-listed phone (not a Cenlar help-page number): (609) 883-3900

Locations

Cenlar mortgage servicing problems: where to go and what to send (checked October 6, 2026)

Cenlar says it services a loan because the borrower's financial institution asked it to. Its Welcome page for homeowners reads: "We have been asked to service your loan by your financial institution," and lists what Cenlar handles: regular communications, the mortgage statement, processing payments, and "collection and distribution of your escrow account." The page also says Cenlar manages the escrow account for taxes and insurance and sends an annual escrow statement.

Cenlar's own channels (Contact Us page, opened October 6, 2026).

• Online: loanadministration.com (payments, balance, escrow, statements) and the Cenlar Mobile app; the page says chat is available after logging in to the portal.
• Phone: 1-800-2Cenlar (1-800-223-6527). The Homeowners Resources page gives 877-7-PAYOFF for payoff statements, 24/7, and says a payoff statement can also be requested on the homeowner website and appears in the Document Center within 24 hours.
• By mail: 425 Phillips Blvd., Ewing, NJ 08618. For payments, the Welcome page says to follow the directions on the billing statement and to include the loan number.

Disputing an error or asking for information. The CFPB's page on mortgage errors says a servicer may help by phone, but "to guarantee yourself a timely written response, you should write to your servicer and send it to the address provided by the servicer for such requests." It says the servicer must acknowledge a written notice within five days (not counting weekends and legal public holidays) and generally respond within 30 days (same counting), and that a notice about an improperly started foreclosure generally must be answered before the foreclosure sale. No separate address for these requests was found on the Cenlar pages checked, so use the one printed on your statement or given on the servicer's request page. Keep a copy and proof of mailing.

The CFPB page says the letter should include your name (as on the mortgage), home address and mortgage account number, identify the error or the information you are requesting, and not be written on a payment coupon, and adds: "While you're waiting for a response, you should continue making your mortgage payments as scheduled." Its page on servicer rules lists examples for a written notice of error: a payment not properly applied, improper fees, taxes or insurance premiums not paid on time, or an escrow balance not refunded within 20 days after payoff; it also says servicers "have to apply your full payments to your account as of the day they come in" and that, after a notice of error about a mortgage payment, the servicer is not allowed to send negative information about that payment to a credit reporting company for 60 days after receiving the notice.

Complaint routes. The CFPB says you can submit a complaint at consumerfinance.gov/complaint/ or by calling (855) 411-CFPB (2372), and that a HUD-approved housing counselor can be found through its Find a Counselor tool (HOPE Hotline: (888) 995-HOPE (4673)). Name both Cenlar and the lender or investor shown on your statement. Cenlar is a federal savings bank chartered and examined by the OCC (see the order below); the OCC site points consumers to HelpWithMyBank.gov for banking questions.

If your loan is being transferred. The CFPB says the old servicer generally must send a notice at least 15 days before the transfer and the new servicer generally within 15 days after it, and that for 60 days after the transfer date the new servicer cannot charge a late fee or treat a payment as late if it was sent to the previous servicer on time or within the grace period. For transfer problems the CFPB says you "may want to send both your old and new servicers an information request or a notice of error." Pennymac's February 11, 2026 announcement says it would "methodically transition approximately 100 institutional clients" of Cenlar's subservicing business after closing; see Company background for what the filings say about timing.

OCC consent order of October 26, 2021 (terminated April 8, 2026)

These are the agency's own documents. A consent order is an administrative action, not a court judgment.

The order. On October 26, 2021 the Office of the Comptroller of the Currency issued a Consent Order against Cenlar FSB (Docket AA-ENF-2021-45). The OCC's news release says the action was based on "the bank's failure to establish effective controls and risk management practices related to its mortgage servicing and subservicing activities." The order's findings section says: "The Comptroller finds, and the Bank neither admits nor denies," among other findings that the bank's "internal controls and risk management practices do not support the current risk profile and size of the Bank's mortgage sub-servicing portfolio, which is an unsafe or unsound practice." It also refers to deficiencies in "default and servicing operations" and bank information technology.

What it required. The order's articles cover a board compliance committee, an action plan, an internal controls program, a default operations program (loss mitigation, foreclosure and claims activity, including borrower communications and handoff of loans in loss mitigation to new servicers) and information technology controls. It also required the bank to obtain a written determination of no supervisory objection before adding new subservicing clients and before paying dividends. The order text read contains no civil money penalty provision (a search for "civil money" and "penalt" returned nothing).

Termination. The OCC's Order Terminating the Consent Order (AA-ENF-2026-20), digitally signed April 8, 2026, states that "the OCC believes that the safety and soundness of the Bank and its compliance with laws and regulations does not require the continued existence of the Order" and that the order is terminated. The OCC listed the termination in its enforcement-action release of May 21, 2026. The termination order does not describe the bank's remediation.

Scope of this check. No separate 2023 OCC action against Cenlar was found: the OCC pages opened refer only to the 2021 order and its 2026 termination. CFPB enforcement and state attorney general or banking-department actions against Cenlar were searched for on October 6, 2026 and none was identified in the sources checked; that is not a statement that none exists.

Who Cenlar is, who it works for, and the Pennymac agreement

Business. The company says it is "the nation's leading loan subservicing provider" and that banks, credit unions, mortgage companies and other financial institutions "have trusted Cenlar with loan servicing for more than 30 years" (home page; its Welcome page says more than 40 years). Its "What is Subservicing?" page explains that subservicing is "when financial institutions ask another entity, like Cenlar, to perform some or all of its servicing functions on its behalf." Cenlar's own account of its history: Larson Mortgage Company (founded 1958) and Centennial Savings and Loan Association (founded 1912) were reorganized in 1985 as Cenlar Federal Savings Bank, renamed Cenlar FSB in 1993, and in 1997 designated a wholesale bank focused solely on subservicing. The OCC's 2021 release described Cenlar FSB as the largest mortgage sub-servicer in the country.

Because Cenlar acts on behalf of the financial institution, name both Cenlar and the lender or investor shown on your statement when you write to the servicer or file a complaint.

Pennymac agreement. On February 11, 2026 PennyMac Financial Services, Inc. (NYSE: PFSI) announced a definitive agreement to acquire "the subservicing business of Cenlar Capital Corporation (Cenlar), primarily consisting of subservicing contracts and mortgage servicing operations" (the release names Cenlar Capital Corporation as the seller; it does not describe Cenlar FSB's contractual role) for an upfront price of $172.5 million and up to $85 million of contingent consideration over three years, adding up to $740 billion in unpaid principal balance and 2 million loans. The release says the deal was expected to close in the second half of 2026 subject to regulatory approvals, that "Concurrently with closing, Cenlar will surrender its bank charter," and that Pennymac would acquire the business as a non-bank entity focused exclusively on mortgage subservicing. Pennymac's July 29, 2026 results release says it expected the transaction to close in the fourth quarter, and its Form 10-Q for the quarter ended June 30, 2026 (filed August 4, 2026) says "There can be no assurance that the transaction will close as expected or at all." Its September 2026 investor update (filed with the SEC on September 14, 2026) still lists "our ability to close and integrate acquisitions, including the acquisition of Cenlar's subservicing business" among forward-looking risks. The FTC's early-termination notice 20261004 (PennyMac Financial Services, Inc.; Cenlar Capital Corporation) shows the date March 24, 2026 and the status "Granted"; that notice concerns the antitrust waiting period and is not a statement that the transaction has closed. No Pennymac press release about a completion appeared on its press-release list through October 5, 2026, and no Pennymac Form 8-K after the September 14, 2026 one appeared in the SEC filing index checked on October 6, 2026.

Conflicting statement. The BBB profile for Cenlar FSB, as displayed on October 6, 2026, carries the note "On 9/1/26, PennyMac Financial Services, Inc. acquired the subservicing business of Cenlar" (its date-of-new-ownership field is September 1, 2026 in the page data). A completion announcement from Pennymac or Cenlar was not found in the sources checked on October 6, 2026, and Cenlar's own home page and Contact Us page still presented Cenlar as the servicer, so the status is shown here as each source states it. Watch for the transfer notices described above.

Complaint record: BBB, Trustpilot, CFPB database lookup and posts on this site

BBB (as displayed on October 6, 2026). The profile for Cenlar FSB, Ewing, NJ shows a BBB rating of A+ and says the business is not BBB Accredited. The complaints tab shows 251 total complaints in the last 3 years and 68 complaints closed in the last 12 months; the reviews tab shows 1.03 out of 5 stars from an average of 484 customer reviews. BBB states that customer reviews are not used in its letter grade. BBB's file for the business was opened in 1997 and the business-started and incorporated dates in the page data are February 1, 1963; BBB lists 'Central Loan Administration & Reporting' as an alternate name and an NMLS license number of 831252.

Trustpilot (as displayed on October 6, 2026). The 'Cenlar FSB' page is unclaimed and shows 1.2 out of 5 from 82 reviews, 20 of them in the last 12 months. Trustpilot says this company has no history of asking its customers for reviews, so the reviews "may not be representative," and that it does not fact-check reviews. The reviews read on the first page describe payment reversals, escrow analysis disputes and customer-service wait times; these are consumers' accounts, not findings.

CFPB Consumer Complaint Database. On October 6, 2026 the database's company-name suggestion service (the lookup behind the company filter at consumerfinance.gov/data-research/consumer-complaints/search/) returned no entry for the queries "Cenlar", "Cenlar FSB" and "Central Loan Administration", and a text search for "Cenlar" across all fields (consumerfinance.gov/data-research/consumer-complaints/search/?searchField=all&search_term=Cenlar) returned 0 results. The CFPB says the database generally updates daily, that it does not publish some complaints, such as those referred to other regulators, and that a lack of published complaints does not necessarily mean there is little or no consumer harm. The database lists complaints under the company a consumer names, so loans Cenlar services may appear under the lender or investor instead; this page does not add any CFPB figures. The CFPB accepts complaints about mortgage servicing regardless.

Posts on this site. Two approved posts are linked to this page, filed in 2010 and 2012. One (2010) says a loan-modification trial period was completed in December and no final documents followed, that insurance was cancelled twice, and that no one returned calls. The other (2012) alleges that Cenlar charged $5.00 for each payoff report a new lender requested during a refinance and that the charge was described as a late fee when the borrower called. These are individual allegations; Cenlar's response is not part of the posts. A further 45 approved posts mention Cenlar in their text without being about it (32 were filed between February 5 and March 9, 2011 about $29.95 debits by other companies, where authors named Cenlar as their mortgage servicer or guessed it was the source); none of those is linked and this page does not suggest a connection.

Class actions with final approval orders: TCPA and California debt-collection settlement, Massachusetts settlement

A settlement is a compromise and, unless the order says otherwise, not a finding of liability. A CourtListener search for party "Cenlar" returned 637 case records on October 6, 2026; most were not opened, and only the two class settlements and the pending docket below were checked here.

Kamrava v. Cenlar Capital Corporation (C.D. Cal., filed December 18, 2020). The docket lists the defendant as "Cenlar Capital Corporation doing business as Central Loan Administration and Reporting also known as Cenlar FSB." A putative class action under the Telephone Consumer Protection Act and California's Rosenthal Fair Debt Collection Practices Act. The settlement agreement describes a $714,000 common fund and states that the defendant "denies all allegations of liability and wrongdoing." The TCPA class covered people who received an automated call to a cell phone after revoking consent, December 18, 2016 through December 18, 2021; the California sub-class covered people who asked in writing to stop contact and then received a form letter or a call, December 18, 2019 through December 18, 2021. On April 14, 2025 Judge Hatter entered an Order Granting Final Approval and Judgment, which records zero exclusions and zero objections, approves $184,219.23 in fees and $29,980.77 in costs and a $3,000 service award, and states "This Order is not, and shall not be construed as, an admission by Defendant." A September 5, 2025 order granted a joint request for a supplemental distribution to the TCPA class. Whether any claim deadline remains was not checked.

Gemborys v. Cenlar Agency, Inc. (D. Mass., case 4:20-cv-40006). Cenlar Agency, Inc., which lists Cenlar FSB and Cenlar Capital Corporation as corporate parents in its disclosure statement, removed the case to federal court on January 10, 2020. The docket shows a preliminary approval order on January 26, 2021 and an order granting final approval entered June 23, 2021. The docket entries read do not state the claims or the settlement amount, so neither is given here.

Pending docket, Tovar v. Cenlar FSB (W.D. Tex., No. 5:26-cv-04546). The Justia docket lists Claudio R. Tovar and Alicia L. Tovar as plaintiffs and Cenlar FSB, U.S. Bank National Association and McCarthy & Holthus, LLP as defendants, a case filed July 19, 2026 with the nature of suit "Real Property: Foreclosure"; the first entry is a notice of removal by U.S. Bank and Cenlar FSB. As of the docket retrieved September 9, 2026, the entries show a motion to dismiss for failure to state a claim by Cenlar FSB and U.S. Bank (August 14, 2026) and a motion by the plaintiffs for leave to file a response in opposition (September 9, 2026). These are pending filings and claims by parties; the docket records no ruling on the merits, and this page does not characterize the dispute. It is one example of many records and is not a count of Cenlar litigation.

Is Cenlar Legitimate?

Cenlar FSB is a federal savings bank chartered and examined by the OCC, based at 425 Phillips Blvd., Ewing, NJ 08618, and the BBB profile for it lists NMLS license number 831252. It has been the subject of an OCC consent order (October 26, 2021; terminated April 8, 2026), was named, together with related Cenlar entities (Cenlar Capital Corporation in Kamrava, Cenlar Agency, Inc. in Gemborys), in the two class settlements with final approval orders described under Litigation record, and Pennymac announced in February 2026 an agreement to acquire the subservicing business of Cenlar Capital Corporation. BBB, Trustpilot and the CFPB lookup are described under Complaint record. This page makes no overall rating of the company.

Court & Public Records

Company Relationships

• Affiliated with: Cenlar Capital Corporation
• Affiliated with: Cenlar Agency, Inc.

Frequently Asked Questions