Cenlar Mobile™
reviews and complaints

I enrolled in the ACH PAY on your website. Later I got a notice from you that the autoplay is removed. Again I enrolled in your system and called customer support to confirm my autopay. But your customer support is unable to confirm my autopsy. I don't want to miss any monthly payments. Very hard to understand your system as well as customer support.

I’ve used this app for some time and it makes it easy to pay my loan. However, while the app still gives an estimated home and equity value, it used to provide recent comparable home sale prices in my area which I found very enlightening but this feature has been removed for some reason, or at least I can no longer find it. Please restore this feature.

Have yet to make a payment but downloading and logging into the app was extremely smooth. I love the design and I think I’m really going to love using this app to pay down my mortgage. Thank you.

My only confusion: in the “circle” it says I have 980 payments remaining. That’s like 82 years! How do I have 82 years of payments remaining on a 30 year loan?

Tried numerous times to do on line banking with Cenlar.
Could never set up an on line account after following their protocol
to do so.
Attempted to call several times,was kept on hold for 30 plus mins.
Gave up!
42 Years in business and have had several home and commercial
mortgages. They are by far the worst bank I have ever dealt with.
To the point they should be investigated by FDIC.

Ok so I just downloaded this app and made a pay for the first time. But after making the payment it doesn’t give you any type of confirmation number like other places do. They should have it were after you make a payment a confirmation is either shown on the screen or emailed to you. So this way you know for sure your payment went through. Rather it just goes back to the home page after payment.

I register on my PC and try to login on my phone but it requires a separate registration. I finally pass the text message verification, fill all the personal information and set up my username and password, but the complete button is still grey without any warning message and there is no way to proceed. This is the worst app I have ever seen. It wastes me so much time. I like to give 0 score if possible.

This Ap like Cenlar is not user friendly. The worst overall mortgage experience I’ve ever had. And when a problem arises with the Ap, good luck finding a person to help. And if you do get help, plan on the next person you speak to, giving a different message.

And now they sent an email asking me to phone them to get the problems addressed. Have they ever tried calling Cenlar? Who has that many hours to wait?

I can’t seem to download any files from the Documents pagr on my Iphone 12 Pro. When I try to do it, I get an error message saying that the document can’t be downloaded and try later. Is anyone else having this issue on Android/older IPhones? Wonder if it’s specific to the new phone.
Overall, I like the app, but it’s not very intuitive when it comes to locating information (aka escrow balance, last year taxes...)

The company haven’t been the greatest! Customer service could absolutely needs an update. However, this new updated site is user friendly, clear to read and navigate, also seems to provide tools in order to help the owners.

What I would like to see in the near future, is better transparency from this company to its consumers. Better customer service interaction/communication, management to be more truthful and to actually return calls when indicated.

Sincerely

When I try to login to my account it says I need to register again but when I try to register it says I already have an account. I can’t reset my user name or password because of an error and when I try to call for support they’re closed. It’s 3:00pm on a Friday. What time am I supposed to call!?! If I can’t register for this app I will be charged late fees for my mortgage payment. I have never been late in a payment and this is NOT my fault! This is beyond frustrating.

What A Joke! Should have known before even downloading the app what kind of experience I would have. Try to login can’t. Try to create a profile, says I have one. Try to recover the profile, system error. Try to call for support and end up in the same lame queue you get from calling the main number and after listening to 5 minutes of unrelated crap they say they are closed and to call back! I wish my mortgage was back with Citibank. They actually knew what they were doing!

I like the app a lot but I only need to log in when I want to pay extra on my principle. Otherwise I have autopay. Unfortunately there is a bug in the app where I can’t seem to pay an ONLY principle payment. Even when the toggle is OFF to select if I want to pay another monthly payment, it still adds the monthly payment + principle payment. I can’t seem to get the app to recognize that I don’t want to pay both. I still have to use the website in order to do this. Can someone look into this?

I’m 55 years old and not sure why anyone is having trouble with this app. Only used this app a couple of months and it seems pretty straightforward and has a clean and smooth interface. I never pay more or less than my monthly payment so I have no idea how well it works for customized payments. I didn’t have to re-register either. I was already a user of the mobile website which is also pretty clean and straightforward and I was able to sign in and complete a payment within several minutes of discovering that Cenlar even had an app out there. Nice work Cenlar!

I do not understand how an app can be released that requires a separate and distinct set of login credentials than their website to access the same info.

I have already registered my account on the website - horrible UI/UX experience there. Had to use the website today and decided to check the AppStore to see if they had an app. They do. Awesome!

But, as soon as type in my credentials, it tells me I cannot use the same login for web and app - I need to register a separate login just for the app. Why?! Not awesome. Fix this. Until then, the app sits on my home screen unused.

I was hesitant to use this app based on the rating, and after reading a few of the reviews I decided to at least give it a try. Glad I did because either they have fixed everything that people have complained about in the past or people were not savvy enough to use the app because I didn’t have any of the problems the other reviewers previously reported.

I received a confirmation number on the payment submitted screen and I received an email providing the confirmation information as well.

My recommendation is get it, it’s as good as or potentially even better than the website version!

First it said I already had an account, went to log in and it said I had to register, try registering again and finally “passed”. Then it asked me ALL my information to not be able to match me with my loans, so when I inputting the loan number it says no match... that I should call customer service.. tried multiple times and the call drops right after I have to for the “nth” time out ALL my information again! You guys make it impossible to pay your loans! Literally your only job is to make it easy for us to pay loans, is like you you hired people for the opposite. Please hire a good tech vendor to fix customer experience for you.

The “make a payment” option does not work as it should. When selected the option “pay more” inside the app, an interface is presented with toggles to choose to pay the “amount due” and another for “additional amount”. The toggle for “amount due”, even when NOT SELECTED, always consider this value to pay in the end of the screen. That said, I JUST CANNOT MAKE ADDITIONAL PRINCIPAL PAYMENTS THRU THE APP, so I am forced to turn on a computer EVERY TIME only because of this app error. I already reported this to Cenlar previously and had no response or correction of the app. I hope they fix this so I can finally make my mortgage payments using only my phone, which is impossible today.

Under home, view loan, a pie chart is offered for current*** year that shows percent interest and percent principal paid. When you go to look at bottom for actual dollar amount totals, which you expect to see current*** dollar amounts.
NOPE. It's previous year. So current year percentages have to dollar amounts, only previous year amounts are offered on the current year tab. That makes no sense. So how do you see current year amounts matched with percentages on current year tab? CAN'T!

Suspecting that was a bug or just really poor design, I clicked on the tab for previous year, thinking that maybe they switched them up by mistake. NOPE. Previous year percentages match dollar amounts.
Whoever designed this is not thinking.
Whoever is using it, is frustrated.

I really wanted to be able to download and view statements on this app and was excited to see that this feature was available. Unfortunately the app is buggy, and every time I try to view a statement I get an error. Just waited 30 min on the phone only to be disconnected before I could explain the issue.
Update 11/30 this appears to be fixed, but now that I’ve tried to use the App again, this time to contact Cenlar through the message center, the message feature is broken. Every time I try to compose and send a message, I get an error saying that ‘something went wrong, please try again’. The same message feature is broken on the web version. I am now 0 for 2 in trying to use this app, and having it fail. Hopefully they work out the kinks soon, otherwise not worth keeping.

After a completed payment, I have been receiving every hour a “payment received” email notification. It’s been 26 hours of constant email spamming of the same email notification, indicative of a system glitch. Please fix.

I have tried multiple times to download and use this app. It is almost impossible to get logged into, and then when I do, it won’t allow me to make a payment. I don’t even see the point in having it. don’t waste your time!

Your site and app won’t allow me to sync with mint. Literally ever other bank/mortgage/institution/whatever allows this.

Update after developer response: Oh so NOW you are working on a solution? Lol ok I’ll believe it when I see it

I downloaded the app in a desperate attempt to reinstate my auto mortgage bill pay which was canceled without warning. I cannot login to my account via web and their app login will not load for me. Long wait times if you call. Pls help.

Change your instructions in “Account Help”. I searched all over the site and app to try to “Manage Loan Information”. It is nowhere. It is waste of my time to have to call in when I should be able to change my address on the app or site.

Trying to set a future date to schedule a payment and none of the dates will select on the app and also on the webpage (using Safari). I can sort of excuse if you’re not 100% working on Safari, but on a standalone app this should be an option.

Cenlar was so late to the game in offering a mobile app, (Rocket Mortgage has had one for 6+ years, and works great). Now the put this pathetic app out? Terrible, and their customer service stinks as bad as the app. It’s so bad, I’m going to switch mortgage companies.

I have been using the website to make payment for years. Since the app has released I thought it would be much more convenient. But I don’t understand why it requires users to register a new username for the app instead using the old one as the website. This is confusing

I don’t understand when I try to get on Safari it won’t open the page. and when I try to open the app it always gives me a red error message. What is going on here.This company should update their app. I am outside of the U.S I don’t know if that’s the reason but it shouldn’t be.

This is my second loan with Cenlar. I can’t access my account and they can’t figure out how to fix it. So they are forcing me to call every month to pay to avoid archaic fees. These calls have put me on hold for an average of 1 hour. I have to just put it on speaker and go about my day.

After reading the reviews and all the difficulty I originally had setting up autopay online, there’s no way I’m going to create a new account that will probably mess up all the settings on my old one. Wish a different bank bought our refi tbh. This is archaic service in this day and age.

I have an Acct already on their website. The app is however, Telling me I need re-register within the app. I did so and it gives me a message that I already have an account. Duh! Then tells me to call customer service. I ca customer service and get placed on hold for a year. Beyond stupid...

I can log into my desktop with my credentials, but for some reason the app requires me to register again. However the app doesn’t recognize my credentials... I hope who ever authorized this app is removed from their position and furloughed in pay. This is an egregious obvious oversight for the user.

I am trying to register an account via the app after submitting a validation code successfully. I satisfy all password requirements (check mark next to all) and ensure the agree to usage agreement toggled to “Yes, I Agree” and the “Finish” button is disabled. I have repeated these steps several times...

The worst app ever. I was able to access the app once when I entered my info. But that was it. Since then (the last few weeks), the app does not even load. I cannot access it. I deleted it and downloaded again…to no avail. It does not work on a wifi / cellular network abroad. This app is an embarrassment.

Re-registered with the website and logged into the app and the app doesn’t let me pay my mortgage. Ridiculous. Just says “sorry something went wrong”. Seriously not something to mess around with and need to fix ASAP. Same thing goes for their website. Last site was a lot more usureros friendly and easy to work.

What in the world prevented you from making you app Universal (iPhone/iPad Native)?
It’s convenient to be able to use it on my iPhone, but I have an iPad, so I want to use this app with my Smart Keyboard; but I can’t because the app only works in Portrait Mode.
For an iPad, this app is no

t good at this time.

Who are the app writers for this putrid application? I constantly get error messages that prevent me from making payments, error messages that prevent me from logging in with face id? Its always something with this app. Better off signing in online but then again, I believe ive had issues online as well. Fix and do some quality control!