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Home Loans Cenlar Mortgage payoff and closing

Cenlar  -  Mortgage payoff and closing

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5:27 am
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I requested a pay off quote on July 7 2021 and received it by fax by 4 pm PST and then processed the wire payment with my bank using the instructions on the letter. Following up on the next day I am told that the payment had not posted yet and that I needed to also send an authorization form to close the account, which I requested from the staff member who told me it had been sent with the payoff quote, however upon checking with the staff it was not, and then the same staff said the she checked more and that the letter was not needed for a HELOC. I did check again over the week end and was told the payment was still not processed. On Monday July 12 2021 I call first and I am told that the payment was still not there and that it could take up to 10 days when I was told first that it would take 24h. Calling again and hearing the automated services showed that the balance of the loan was $0 (something heard on the phone with the automated prompt, not shown on the web site!). So I asked to speak to someone again, and asking why my balance was $0 on the prompt but that staff were telling me the payment was not processed. I had to wait 20 min or so for the staff to tell me that the payment was actually rejected because of not sufficient funds to payoff, which is correct as after 3 business days delay instead of processing my payment for the 7/8/2021, the payoff quote was indeed not the same. At that point I asked to escalate because they did not processed in 24h as advertised on the payoff quote and they did not have the authorization letter to close the account on the payoff document, which now I was told was indeed needed even for a HELOC. I had to escalate the call again to request for a manager to send me the authorization letter to close the account and wait another 1/2h, at which point I was told that the authorization letter will be faxed to me at 9 am EST which is tonight. I had to do another wiring of money for the updated payoff amount without receiving any confirmation from CENLAR that the transaction was rejected and still seeing the money withdrawn from my account and therefore had to spend twice the amount of funds which I fortunately had and having to trust than CENLAR will not screw up once again! I was then told that a letter than the account was closed will be mailed to me adding another couple days. At the current time my bank is telling me and showing on the web site that the funds of the fist payment have not been returned. The second payment was not yet processed and might withdraw another set of funds before the first are returned and this very inconvenient and I am not sure it is legal for them to do so

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78 complaints
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425 Phillips Blvd, New Jersey United States
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