We completed a home refinance on 12/16/2020 with Movement Mortgage. Chicago Title funded the loan and sent the final loan payoff to Cenlar on 12/18/2020. We received a letter from Cenlar on 12/26/2020, (dated 12/18/2020), indicating there was a shortage on the total loan payment, however the letter did not indicate any details. We called Cenlar and
spoke to several representatives both from the collections and customer service departments on 12/28 and was informed the payoff amount was short by $513.10. Chicago Title was not notified of this error in payment. We notified Chicago Title and they immediately sent a new wire transfer for the total payoff amount to finalize the loan. Cenlar again rejected the payment. We spoke with more Cenlar representatives on 12/28 and included Chicago Title on a conference call to resolve the issue. It was agreed, that Cenlar would accept the wire transfer, if we, the customer made a telephone payment for the shortage of $513.10, so we did. At this time, we requested to speak with a supervisor and was informed they would put in a request and a supervisor would return our call the next day. On 12/29, Chicago Title was informed that the wire transfer was again rejected. Still no call from Cenlar supervisors. We again called Cenlar and was given all sorts of different answers, again requested to speak with a supervisor and was told one would get back to us
the next day. We were also told the final payoff amount cannot be accepted with the two different payments (from Chicago Title and from us for $513.10), therefore they were holding the payment and could take up to 10 business days to apply the $513.10 to the account, and then, they could accept the Chicago Title payment (which would bring us into January) because of their processing time. On 12/31, we confirmed the $513.10 has been withdrawn from our bank account and applied to the Cenlar account, however they still
have not accepted the final loan payoff amount, and still no return call from any supervisor. We have called and spoken with a Cenlar representatives every day between 12/28-12/31 to resolve this and we are still awaiting a resolution. We have made 3 requests to speak to a supervisor and have been told we were in the "phone cue" as a "level 2 complaint" and should be hearing from a supervisor soon. Additionally, we are now getting phone calls
from Cenlar Collections Department stating we are "late" on our mortgage payment and will be reported to the credit bureau on Jan. 1, 2021 if no payment is made, thereby impacting our credit report/scores. The loan has been funded and the monies are wanting to be taken from Chicago Title, however Cenlar is not accepting the funds, and now we are being negatively impacted by their faulty processing system.
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