June 29th 2016
609-883-9300
12:11pm 9mins48seconds
-Told them that I had started a job
-Verified all info after being on a long hold, was told to hold again, after long hold call was disconnected

800-457-5105
12:26pm 2mins53secs
-Entered loan info
-Call disconnected

800-457-5105
12:29pm 6mins51secs
-Holding for Miss Wilborn
-She is on a call and will call back
-Call disconnected

July 5th 2016
800-457-5105
6:29pm 2mins37secs
-Office is closed hours are from 8:30am to 8pm

July 6th 2016
800-457-5105
5:29pm 1min34secs
-Office is closed hours are from 8:30am to 8pm

July 6th 2016
800-457-5105
5:34pm 1min56secs
-Office is closed hours are from 8:30am to 8pm

July 7th 2016
800-457-5105
12:42pm 14mins55secs
-Says only open until 6pm – different departments only open until 6pm
-Directs me to Doris – not available
-I asked to send her an email to let her know when my lunch is over
-Let him know that I need to know status of loan
-Let me know Doris is now available
-She didn’t understand what I meant when I was asking what the status of my loan is
-Says forbearance ends in August
-Asked if I received a packet – I said no
-Said that I should have been sent one will send a request for one to be sent
-Was unsure what the loan modification options are
-Said she will request and email be sent with loan modification package
-Never got an email or mail

July 28th 2016
877-681-7316
5:06pm 2mins35secs
-Cenlar transferred to bayview
-The call was disconnected from their end

877-681-7316
5:09pm 9mins26secs
-Cenlar transferred to Bayview
-After a long hold the call was disconnected from their end


August 12th 2016
800-223-6527 (relisten to call)
5:28pm 15mins52secs
-Called Cenlar, entered my info, was switched to bayview
-Long hold
-Account assigned to Dorris Wilborn
-Dorris not available
-Let them know that my calls get disconnected when transferred
-Let him know what time I have lunch for email requesting call back
-Gave fax and email
-Advised can’t get into the website

August 23rd 2016
800-457-5105
5:25pm 2mins16secs
-Office is closed, hours are between 8:30am to 8pm

August 24th 2016
954-590-7100
1:14pm 13mins32secs
-I let them know that I am trying to get a hold of the person in charge of my loan
-The person could not give me any information
-They asked when I got off of work
-They can’t explain why the message says closed during their stated work hours
-I gave them my lunch time to be included in a message being sent to Dorris
-Transferred me to Doris voicemail, was unable to leave a message

August 25th 2016
877-681-7316
1:40pm 3mins33secs
-Cenlar transferred to Bayview
-The call was disconnected from their end

877-681-7316
1:44pm 30mins53secs
-Let them know that I am trying to get onto my online account, didn’t get a response
-I’m told that Bayview is open until 8pm
-She says that Doris is always at her desk
-She says that she gets calls until 6pm
-Doris # is 866-709-3400
-I have now asked several times about my online account, she finally says that she can’t help me but that she can transfer me
-She says Doris is at lunch but it’s almost 3pm there
-Loan # is 0071043152
-She says that she can’t tell me anything about my loan, that only Doris can
-She says that I’m not in foreclosure
-She says that I am 11 payments behind and that the last payment that I had due was October 2015
-She said that she doesn’t see a forbearance
-#’s to customer service 800-457-5104 and 800-724-2224
-Transfers me to customer service, end up getting some other bank who can’t pull up my information with my loan number or my social security number

August 29th 2016
954-590-7100
5:10pm 1min56secs
-Message with time open then call disconnected

August 30th 2016
954-590-7100
1:37pm 59secs
-Greeting, dead air, then disconnected (unsure of which end)

954-590-7100
1:38pm 7mins1sec
-Greeting, long hold, disconnected on their end

844-675-8337
1:47pm 2mins05secs
-Got voicemail
-Left message explaining that I had 10 minutes left of lunch and what time my lunch is at the next day
-Let him know that I keep trying to call the previous person in charge in my loan

August 31st 2016
954-590-7100
12:18pm
-David called
-Says that he’s always been my asset manager and that I have never had any other one
-Says my previous asset manager was Doris
-When I brought up the time that it says open but closed he said that planned monitoring is closed at 5pm
-Said he is sending package in email and that I will need a password to get the message
-Tells me what I need to send
-Explains that a trial modification is 3 payments that need to be made on time
-I let him know that I can’t get onto my online account, he told me that when the account is delinquent the online account is then locked
-He said to change it from online to mail that I would need to talk to Cenlar but that if I called Cenlar it would transfer me to Bayview
-I keep telling him that I want to see what is being sent

844-675-8337
12:28pm 47secs
-Got voicemail, I hung up

September 12th 2016
954-590-7100
11:30am 7mins38secs
-Long hold, David was not available, was then told that documents were received

September 17th 2016
844-675-8337
2:37pm 47secs
-Got voicemail, I hung up

844-675-8337
2:40pm 2mins28secs
-Left message letting him know what time I get off of work

844-675-8337
5:09pm 47secs
-Got voicemail I hung up

September 19th 2016
844-675-8337
9:42am
-Got voicemail, I hung up

844-675-8337
1:02pm 1min34secs
-Left voicemail letting him know that I had 50 more minutes of lunch

844-675-8337
1:45pm
-Got voicemail, I hung up

844-675-8337
5:03pm 51secs
-Got voicemail, I hung up

September 20th 2016
844-675-8337
9:30am 49secs
-Got voicemail, I hung up

844-675-8337
1:01pm 47secs
-Got voicemail I hung up

844-675-8337
5:06pm 49secs
-Got voicemail, I hung up

September 21st 2016
844-675-8337
1:08pm 1min53secs
-Left message letting him know that I wanted to know about my loan, I asked him to leave me a voicemail with the information or send an email

844-675-8337
2:29pm 1min23secs
-Got voicemail, I hung up

September 22nd 2016
844-675-8337
9:41am 47secs
-Got voicemail, I hung up

844-675-8337
1:11pm 1min11secs
-I transferred the call to try and have him paged
-The call was disconnected from their end

844-675-8337
1:13pm 17mins05secs
-I Transferred the call to have David paged
-Had to verify everything
-After a long hold David answered the phone
-Had to verify everything again
-Told me that he couldn’t see the pictures that I had sent
-Said that he would overnight and overnight envelope to me
-I let him know that I can’t log onto Cenlar to see my statements, he ignored me
-He was unsure of when my forbearance was ending
-He said that I am not in foreclosure
-Said that the delinquent amount would go onto the end of my loan if I qualified
-Said that it takes around 1 ½ weeks to know if I am approved for a loan modification

September 26th 2016
844-675-8337
5:06pm 1min13secs
-I transferred the call to have David paged
-The call was disconnected from their end

September 27th 2016
844-675-8337
11:47am 6mins36secs
-I transferred the call to have David paged
-The guy talked to David and asked if the Fedex had been received
-I let the guy know that I did receive it and that I would be sending it after work

October 4th 2016
844-675-8337
2:38pm 4mins24secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
2:43pm 3mins20secs
-I transferred the call to have David paged
-After someone answered the phone they then transferred me to someone else

October 5th 2016
844-675-8337
11:19am 5mins44secs
-I transferred the call to have David paged
-David was not available

844-675-8337
11:42am 3mins27secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
11:46am 10mins24secs
-I transferred the call to have David paged
-Had to verify everything
-Was transferred back to voicemail instead of David being paged
-I transferred the call again to have David paged
-Had to verify everything again
-Never got to talk to David
-It was during the time of the Hurricane

844-675-8337
4:58pm 3mins
-I transferred the call to have David paged
-The call was disconnected from their end

October 7th 2016
844-506-9325
11:24am 14mins05secs
-Asked to be transferred to Marissa (had received voicemail from her)
-After a long hold David answered the phone
-Said that he got everything and that it was submitted

October 11th 2016
844-675-8337
5:11pm 48secs
-Got voicemail, I hung up

October 12th 2016
844-675-8337
9:06am 1min15secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
9:08am 1min7secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
9:10am 2mins21secs
-David answered
-I let him know that I missed a call from him
-He let me know that there wasn’t a reason for the call
-I let him know that I keep getting disconnected while waiting on hold
-He admits that there are problems with the phone lines between Bayview and Cenlar
-He told me to send him an email if he doesn’t answer (I would but he can’t respond)

October 13th 2016
844-675-8337
11:06am 12mins47secs
-I transferred the call to have David paged
-Had to verify everything
-Had to verify everything again when David answered
-He asked what comp time is and I let him know
-He told me that I could make a payment before the end of October to stop the forbearance process should it go that far
-He said that he is guessing that my payments will be less with the loan modification
-He said that the interest rate should drop if my modification is approved
-Told me to call him to make a payment before the end of October to stop foreclosure

October 21st 2016
800-457-5105
1:34pm 9mins8secs
-Asked for David
-Says that he might be at lunch, then says that he is not at his desk, then says that he is at lunch
-I explained why leaving a voicemail is pointless

800-457-5105
5:2 8pm 1min42secs
-Dead air

800-457-5105
5:30pm 5mins21secs
-Asked him to page David, he says that he can’t
-Automated says that the office closed

800-457-5105
5:2 8pm 1min42secs
-Dead air

October 24th 2016
844-675-8337
3:28pm 1min12secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
3:29pm
-I transferred the call to have David paged
-I was told that the system was being updated and to call back in an hour

844-675-8337
5:14pm 1min20secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
5:15pm 1min1sec
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
5:16pm 1min6secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
5:17pm 58secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
5:22pm 1min7secs
-I transferred the call to have David paged
-The call was disconnected from their end

844-675-8337
5:23pm 2mins48secs
-Left a voicemail letting him know that I had been calling all day since I had the day off
-I let him know that I was trying to make a payment and that I can’t get a hold of him

844-675-8337
8:42pm 46secs
-Got voicemail, I hung up

844-675-8337
8:45pm 3mins52secs
-Left a voicemail about the letter I had just received
-I let him know that Sydney wasn’t my kid and has never been my child

October 25th 2016
844-675-8337
1:07pm 17mins8secs
-I transferred the call to have David paged
-System is still being updated
-Was transferred to David
-David answered the phone
-He said that the faxed document that he received in January was not on Nicholas but that it was on Sydney (I couldn’t find the information right away to confirm but when I found it the court paper was on Nicholas and Sydneys name was only on the calculation page for the amount received for her to go into the child support calculation)
-Said that he was sending something saying that Sydney is not my child
-Said Cerons decree was not acceptable
-Said that he needs the decree for Hartman
-Said that he needs decrees for all of the kids except for Alexander (Ceron decree)
-Said that I need to send a statement on how child support is on the bank statements and amounts

October 28th 2016
800-675-8337
11:26am 27mins44secs
-I transferred the call to have David paged
-The person who answered had no idea who he was and asked what department that he is in
-I let her know that he can be emailed
-She placed me on hold
-Someone else answered
-He said that David cannot be paged and that I am not allowed to talk to him
-I had to verify my information again
-He let me know that my package had been received and that there wasn’t any other information that was needed
-I told him that I had received a letter that I did have information that I needed to send and that I only sent part of it so far
-I was placed on hold
-The same guy said that I never had a forbearance
-I asked to speak to someone that knew about my loan since he wouldn’t let me speak to David
-He said that notes show that everything requested has been received
-I told him that I haven’t sent everything
-He sent me to customer service to get into my online account
-I was finally able to get onto my online account

800-675-8337
11:58pm 2mins15secs
-Called Cenlar was transferred to Bayview

800-675-8337
12:00pm 15mins42secs
-Verified all of my information
-I was told that they can’t help me with the website
-Finally found out that I had been transferred to Bayview even though I had called Cenlar
-I was told that in order to talk to Cenlar that I should not push a single button, not for any of the options and not even to put the last four of my social security number when requested
-Was transferred to David
-Had to verify all of my information again
-I was told that I probably can’t make a payment
-I was then told that a payment wouldn’t make any difference on my account even if I made one
-Told me again that the website is suspended since I was past due even though I told him that I wanted to see my statements

November 2nd 2016
800-675-8337
12:12pm 2mins28secs
-Got voicemail
-I left a message to see if my information was received
-I let them know that I had 40 minutes left of lunch and what time my lunch was the next day

November 3rd 2016
800-675-8337
12:06pm 4mins48sec
-David answered
-Said that he did not receive court ordered child support but got the payment schedule
-He gave me Natashas information

877-813-4685
12:15pm 15mins41secs
-Talked to Natasha
-She says that one of the emails has no attachments
-Says that she received the attachment for Hartman
-She says that she received 88 pages of child support payments and says that it will cover the bank statement that was requested
-I asked her if she could let me know if she receives my documents, she says that she can’t leave a detailed message, she can send an email but it is too time consuming, I let her know when my lunch was the next day but she said that she wasn’t sure if she would be able to call during that time

November 7th 2016
877-813-4685
-Called Natasha
-Got voicemail
-Left a message asking if she received the documents that I emailed on Thursday, also asked if she could respond by email, I let her know how much of my lunch was left

954-590-7100
5:20pm 5mins3secs
-Called Natasha
-She said that she didn’t receive any emails
-She then said that she had 3 emails that had attachments including the 3 decrees that weren’t transferring before, I let her know that that was all that I was missing (even though I had already sent them all several times before) and that I sent it right after we had gotten off of the phone

November 10th 2016
877-813-4685
1:07pm 7mins48secs
-Called Natasha
-Asked if she had heard anything
-She said that she had just submitted it yesterday and that it takes 24hrs to 5 business days
-Asked about foreclosure letter, I let her know that it said to contact the underwriter, later reread it and said that it said the undersigned
-She told me to contact the attorney and that it helps if they know that they are on the same page
-She said that there is no date for foreclosure
-She said that payments will start right away in December

November 14th 2016
800-675-8337
1:57pm 51secs
-Called Natasha
-Got voicemail, I hung up

November 15th 2016
877-813-4685
11:48am 50secs
-Called Natasha
-Got voicemail, I hung up

877-813-4685
11:52am 3mins24secs
-Called Natasha
-Left a voicemail
-I told her that I don’t understand why they are sending a request for information on why there is more than 101 in the bank account for child support when I had already sent all of the court orders that clearly equal more than $101 a month

November 16th 2016
877-813-4685
9:10am 8mins34secs
-Called Natasha
-I let her know that I am very confused about the letter received that was password protected
-She said that I sent a lot of paperwork and she isn’t sure what are duplicates
-She said that she needs itemized child support, I let her know that I had already sent that
-She keeps asking for stuff that I had already sent and that she had said was received
-The call didn’t record her end once I turned speaker phone off
-She tries to keep me on the phone when I explain that my break is done and that I have got to go

November 29 2016
877-813-4685
5:21pm 2mins30secs
-Called Natasha
-Left message telling her that I saw that she called and left the time that I would be on my lunch break the next day

November 30 2016
877-813-4685
9:51am 1min30secs
-Called Natasha
-Left message reminding her what time my lunch break was

November 30 2016
877-813-4685
1:54pm 3mins29secs
-Called Natasha
-Left message letting her know that I never received a call. I asked if she could email or mail the reason that she called, told her that I wanted to know what was going on and let her know what time I got off of work

November 30 2016
877-813-4685
5:18pm 1min18secs
-Called Natasha did not leave message

November 30 2016
877-813-4685
5:20pm 1min26secs
-Called Natasha did not leave message

November 30 2016
877-813-4685
5:21pm 1min40secs
-Called Natasha did not leave message

November 30 2016
877-813-4685
5:23pm 1min41secs
-Called Natasha did not leave message

November 30 2016
877-813-4685
5:25pm 1min07secs
-Called Natasha did not leave message

November 30 2016
877-813-4685
5:26pm 1min25secs
-Called Natasha did not leave message

December 1 2016
877-813-4685
2:58pm 1min10secs
-Called Natasha did not leave message

December 8 2016
877-813-4685
5:06pm 2min32secs
-Called Natasha
-Left message to make sure that they had everything and to ask what was going on

December 9 2016
877-813-4685
2:54pm 1min10secs
-Called Natasha did not leave message

December 9 2016
877-813-4685
2:55pm 1min07secs
-Called Natasha did not leave message

December 9 2016
877-813-4685
2:56pm 1min38secs
-Called Natasha
-Left message that the vm was different and not sure if it was hers or not, let her know what time I get off of work

December 12 2016
877-813-4685
9:38am 1min13secs
-Called Natasha did not leave message

December 12 2016
877-813-4685
9:39am 6min07secs
-Called Natasha
-Transferred to a different agent was on hold for the rest of my break, had to end the call

December 12 2016
877-813-4685
11:03am 12min27secs
-Called Natasha, transferred to a different agent
-Asked to have Natasha paged
-Said that everything was submitted on the 9th of December
-Said that she received the request to remove the child support from my application, said that she sent it

December 12 2016
877-813-4685
11:16am 1min51secs
-Called Natasha
-Left message telling her that I had forgotten to ask a question
-Asked about the mortgage payment amount that they were requesting on the modification paperwork

December 21 2016
877-813-4685
11:36am 1min08secs
-Called Natasha did not leave message

December 21 2016
877-813-4685
11:37am 41secs
-Called Natasha did not leave message

December 21 2016
877-813-4685
12:42pm 1min25secs
-Called Natasha did not leave message

December 29 2016
877-813-4685
2:26pm 35secs
-Called Natasha did not leave message

December 29 2016
877-813-4685
2:26pm 1min50secs
-Called Natasha
-Left message letting her know how much of a break that I had left and what time that I got off of work

June 5 2017
800-223-6527
11:22am 2min22secs
-Called Cenlar
-After being on hold call was disconnected by company

June 5 2017
800-223-6527
11:27am 38min59secs
-Called Cenlar
-Asked what my late fees are
-Asked what the modification consisted of. What made the two separate amounts and what my monthly payment consisted of
-After holding I’m told my loan will be $815. Out of the $815, $445.49 will be principle and interest, $369.61. 30 year fixed mortgage at 4.5% interest rate. Said that I have a partial claim and a deferred amount on my account that are non-interest bearing and not included in the loan amount. The amounts being $31,612.17 is a HUD loan (not included in the principle balance) and $17,462.39 says that it is non interest but that it is included in the actual mortgage agreement but is also put on the back of the loan with the $31,612.17.
-I confirmed that I had $48,000 that is not being included in the $800 payment and she confirmed that I was correct.
-She said that my new balance is $87,921.51
-She told me that I was $16,000 past due, that included 18 payments that were past due
-She told me that they were taking $40,000 off of what my mortgage payment would be (referring to the $87,921.51 loan that was to be paid)
-I asked her how $30,000 was added to my loan, that was never explained as we went into why I would have ever gone into foreclosure given that fact that I had gotten everything in before a foreclosure was ever processed or put on my account
-She transferred me to a manager but I had to get back to work from lunch and had to end the call (they are only open during my work hours)

June 7 2017
800-223-6527
2:03pm 34mins35secs
-Called Cenlar (employee number 3903)
-Said that my loan was still in active loss mitigation
-Was surprised that the paper work didn’t tell me any information
-I asked her about the extra payments she put me on a long hold
-When she came back she wanted to transfer me to customer service, I asked her if that was who had transferred me to her, she said yes and that she didn’t know why
-I told her that I want to know what the $48,000 was that I had to pay off at the end of the loan
-She told me that the amounts that were being put at the end of the loan were $16,183.66, unpaid principle balance will be $87,921.51, the $17,000 is the total amount that I’m due for, the 18 months, from January 2016 to, that includes payments and escrow, late charges, property inspections
-Told her that I need to know what all the fees are itemized
-She told me that it was all right there in the writing
-I told her that it doesn’t say anything about $16,000
-From her, late fees of $183.95
-She had no idea about the $33,000 (it’s $31,000 I remembered the wrong amount when I told her)
-She told me nothing was added to the loan
-After it is modified my unpaid principle balance is going to be $87,921.51
-The $16,821.88 is what is being rolled back into the loan
-She had no idea about the $33,000 (it’s $31,000 I remembered the wrong amount when I told her)
-Said that the $87,921.51 is the unpaid principle balance
-Said that the $16,000 is the one being put to the end of the loan, that’s how I’m getting the $87,000
-Asked about the $31,000, was put on hold and then disconnected by them

June 7 2017
800-223-6527
2:45pm 28mins40secs
-Called Cenlar (employee number 3921)
-Told me that my loan was being reviewed and that they are preparing my mod agreement
-I told her that the mod agreement had already been done
-I asked her what the extra charges were, she told me that she couldn’t give me that amount, that the foreclosure attorney needed to give me that
-She told me that she had no idea what I am paying
-After a long hold she told me that the $31,612.17 is from HUD
-Told me that the money was to help but wouldn’t tell me what they helped with
-A supervisor got on the phone (Mr. Depler? Employee number 3425)
-The $31,612.17 is coming from FHA/HUD to make my payments affordable
-He told me that the terms are the terms I can either sign them or not
-Told me that there are no additional documents that anyone would send me
-Said that the $31,000 is a reduction of my principle so that I can have my payments that I can afford them
-Said that the $17,042.39 is the delinquency of the loan that accrued due to the foreclosure
-Then said that the delinquency is $16,820.88, they are adding $17,042.39 fees for the foreclosure
-Said again that I don’t have to accept the terms of the modification but then that I need to bring myself current or the foreclosure process continues
-I asked why they won’t give me anything detailed about my loan, I asked why they are refusing to tell me why my loan has increased so much, he said that he already told me why
-He said that he won’t explain it to me again
-The $31,612.17 is money from HUD as a principle reduction to keep my payments down to where I can afford it going forward
-Told me again to not accept the modification because I want to know why my loan is being increased by so much

June 7 2017
877-622-8525
5:20pm 4mins58secs
-Called HUD
-Told them that I wanted to know how $30,000 got added onto my loan
-Asked me what I was talking about
-Told me that it was from my modification
-Told me that I needed to request a breakdown
-Told her that I had already requested it
-She told me that she doesn’t know what it’s for and that I need to contact Cenlar
-I let them know that they won’t tell me what it is
-She said that HUD did pay that amount
-Said that she is sending it to a HUD specialist who will contact me with more questions

After getting out a loan forbearance I tried for 6 months to get a modification done. It took months before I actually got a hold of anyone that could help me. I sent the information that they request over and over and over again. At times they told me that they didn't get it, other times they said that they did, but it wasn't being processed, each time I sent something I had to wait a week until they made a decision but it would take days to get a hold of anyone to know, when I did get a hold of someone I was told that they were still missing something, even though it was the same stuff that I had already sent. I have all calls recorded and all emails in my sent box to show what I had sent. During the time that they were doing the modification they sent me to foreclosure even though I was doing everything that I needed to. I have been denied statements. There are no statements that show up even though I receive electronic statements. The company refuses to tell me what any fees are. These are just the calls that I have gone through. I have many more.