So here is the details. I called them because I had not received my new mortgage number.
I was told no problem no account coming over would be charged late fees this month due to the transition. well I did get my account number from Citibank and went in a created my account with Cenlar. I made a payment on Nov. 8th and it did clear my account on the 13th.
Then they attempted to take another payment out on the 14th, was declined as I had insufficient funds due to the 13th's payment, then a reversal came in the 14th due to this. on the 15th they took another automatic payment out of my account? How they are able to do this without my consent is beyond me. then to top it off no communication was ever sent out with regards to any of this?
Really? also they just assumed that second payment would be applied to my December payment. How they decided what to do with my money is anyone's guess. So noticing this I called customer support, first the rep had a very nasty attitude even before I was even into my explanation, I attempted to explain this to her and my answer was we had 144000 people come over this month and this is not our fault.
WTF are you kidding? So she transferred me to a manger who said the same thing, its not our fault ! again a nasty attitude and very unwilling to help. If this is indicative of what their Management is like then I get the reason why the reps are like this.
they have been conditioned to say it's not the banks fault. well lack of communication is exactly your fault. I was not looking to blame anyone but seriously. In this day and age this is the customer support motto, "it's not our fault" Senior management must be really bad.
they are probably getting 144000 calls of how they botched this transition.
So long and short, Yes it is your fault and it is ridiculous that your call center is rude and has an attitude.
Also your fault for lack of communication that automatic payments will continue the same as with Citibank. So I bet the interest on the extra payment is not going to my mortgage and think the IRS might be interested in this company....
Product or Service Mentioned: Cenlar Mortgage.
Reason of review: Problems with payment.