All my wife and I need is a letter from Cenlar saying you’re servicing our mortgage. We just want a fax sent to our Travelers homeowner’s insurance due to a recent claim so we can get a check cut.
My wife and I spent an hour, if not more, on the phone with Cenlar on Friday. I spoke with at least two Customer Service Representatives (ID: LYS and ID: D16) and was promised the letter would be sent by Monday morning. The calls were painful, the information given conflicting and the results were sadly disappointing. It is now Thursday afternoon and Travelers has not received the letter.
Today I called and waited on hold 15 minutes to speak with a supervisor. Courtney (ID D70) informs me the CSR did send the email to the Insurance Department on Friday, but the Insurance Department never faxed the letter. However, she has no idea why they failed to do so. I find this level of service for such a simple request unacceptable.
It has delayed much needed restorations to our home and I have lost faith in Cenlar. I will also be submitting a complaint to the FDIC, Consumer Financial Protection Bureau, Better Business Bureau, New Jersey Department of Law and Public Safety, Mercer County Office of Consumer Affairs, New Jersey Department of Banking and Insurance, Virginia Office of the Attorney General, Virginia State Corporation Commission and Federal Trade Commission.
Product or Service Mentioned: Cenlar Customer Care.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
Cenlar Cons: Customer service.