Information for former Taylor, Bean & Whitaker Mortgage Corp. (TBW) Customers
Customer Service Hours (EST):
Monday - Friday, 8:30am - 11:30pm
Saturday, 9:00am - 4:00pm
Contact Customer Service by...
E-mail: cs@cenlar.com
| Phone: | 866-305-6949 |
| 866-430-9689 | |
| 877-680-5583 |
Or log onto www.loanadministration.com to access your loan information or make a payment.
Updated October 9, 2009:
Refinancing/Loan Modifications (Home Affordable Mortgage Program aka HAMP)
Q - I previously submitted an application to TB&W for hardship assistance and now since the transfer to Cenlar I do not know the status. Can you help me?
A - Unfortunately, we did not receive all of the loan packages that were submitted and decided upon prior to the servicing transfer. We are actively working to obtain them. In some instances, we have requested customers to provide copies of their information to help expedite the review and decision process.
Tax and Insurance
Q - I received a real estate tax bill. What should I do to ensure my taxes are paid?
A - All real estate tax bills should be mailed to Central Loan Administration & Reporting, 6053 S. Fashion Square Drive, Suite 200, Murray, UT 84107. Please reference your Cenlar loan number on the bill.
Q - TB&W was supposed to pay my real estate taxes, however they didn't and now they are past due. How can I make sure they are paid by you?
A - We are currently processing payments for real estate taxes. To expedite the payment of your taxes, please fax a copy of your tax bill to (609) 718-4622 and include your Cenlar loan number. Please be assured that you will not be responsible for any penalty and interest charges assessed.
Q - My insurance policy is in jeopardy of being cancelled because the bill remains unpaid, what should I do?
A - We are working diligently to ensure all insurance disbursements are made. In the event you received a cancellation notice, please fax a copy of your bill to (843) 413-7134 and make certain you include your Cenlar loan number.
Website Registration
Q - I'm having difficulty registering on your website. I received an error message stating my information does not match.
A - If you have not tried already, please use your ten digit Cenlar loan number when registering on the website. If you continue to receive an error message, please contact Customer Service.
Payment Handling
Q - I would like to make my payment online. What do I need to do?
A - To make an online payment you must first register and log into our website, www.loanadministration.com. Then click on "Current Loan Information" and select "Make your Payment Online". The system will guide you through a step by step process to complete your transaction.
Q - I want to know why my payment increased since my loan was transferred to you. Can you explain?
A - Your escrow account may have been analyzed before your loan transferred. At this time, we do not have a copy of your most recent analysis; however, we should be receiving this information shortly. If you have your last analysis and wish to provide us with a copy at this time, please call us and we will review the information with you.
Q - I use a bill pay service (e.g. CheckFree); however my payments are not being processed by Cenlar. Why?
A - We have recently been informed that a number of payments remitted to TBW by bill payment vendors were not processed by TBW or forwarded to Cenlar for processing. Freddie Mac is working with TBW to obtain the release of these payments and we will post the payments upon receipt. Be assured that the delay in these payments has not resulted in the assessment of a late charge on your loan or any adverse credit reporting. If you have not already done so, please make certain to update the remittance address with your bill payment vendor so that future payments are payable to Cenlar FSB and sent to PO Box 11733, Newark, NJ 07101-4733. It is also important to instruct your bill payment vendor to use your assigned 10-digit Cenlar loan number. Following these payment instructions will ensure that you payment is posted promptly upon receipt from the bill payment vendor.
Q - My mortgage payment(s) has not yet posted and now I am concerned that I will incur a late charge on my loan and have an adverse credit report.
A - No adverse credit reporting or late charges will accrue while we work on getting payment issues resolved.
Q - What will happen with the funds that were debited for my August/September payment through the Equity Accelerator Program with Paymap?
A - As a result of the Chapter 11 Bankruptcy filing by TB&W, the funds that were debited by Paymap for the August/September payments are currently in a frozen custodial account held by TB&W. All disbursements from this account are subject to the approval of the bankruptcy court. Until the bankruptcy court and the FDIC authorize TB&W to release these funds, Paymap will be unable to process the payments. Once this issue is resolved and funds are released, payments will be sent to us You will not be assessed a late fee or have a derogatory credit report as a result of any delay in payment processing during this transition period.
Q - When will the payments be debited for my Equity Accelerator Program with Paymap?
A - Due to the recent Chapter 11 filing by Taylor, Bean & Whitaker (TB&W), at this time the Equity Accelerator program through Paymap is unable to process debits and payments as a result of a Chapter 11 Bankruptcy filed by Taylor, Bean & Whitaker (TB&W). You may wish to make your payments directly to us until this matter is resolved.
Q - My loan is setup to have monthly payments automatically drafted from my bank account. My loan is prepaid, will my bank account be drafted for the next monthly payment?
A - Yes, loans that are due for the current month and loans that are prepaid will have the monthly payment drafted from the bank accounts.
Q - My loan is setup to have monthly payments automatically drafted from my bank account. My loan is past due, will my bank account be drafted for the monthly payment?
A - No, loans that are past due will not have the payments automatically drafted from the bank accounts. Your loan must be current at least two business days prior to the next draft date for the monthly payment to be drafted automatically.
Updated September 23, 2009: Answers to Some More of Your Questions
Customer Service Call Center Hours of Operation
Q - What are Cenlar’s Customer Service hours of operation?
A - Our normal hours of operation are Monday through Friday 8:30 am to 6:00 pm EST. Due to the high volume of calls, we expanded our hours to Monday – Friday 8:30 am – 11:30 pm and Saturday 9:00 am – 4:00 pm to better serve your needs. You may also contact us 24/7 via www.loanadministration.com or contact us via e-mail at CS@Cenlar.com.
Refinancing/Loan Modifications (Home Affordable Mortgage Program)
Q - I’m interested in refinancing my loan. Can you assist me?
A - Cenlar does not originate loans; however, you can visit the http://makinghomeaffordable.gov website, click on servicer and it will provide a list of approved lenders along with phone numbers that may offer refinancing options.
Q - I am interested in finding out more about the Home Affordable Refinance program, can you help me?
A - While Cenlar does not originate loans, you can obtain more information about the Making Home Affordable programs, please visit the http://makinghomeaffordable.gov website. The website provides detailed information about the programs available along with resources that will assist you in determining if you are eligible for a refinance or modification.
Q - I am current on my loan, but I have recently had some changes that will impact my ability to pay my mortgage, what should I do?
A - If you’re current on your loan and you would like to reduce your payments or change from a fixed rate to an adjustable rate, you may qualify for a refinance through the Making Home Affordable program. Please review the list of questions below to determine if you are eligible.
(If you answered yes to the 4 questions above, you may wish to visit the http://makinghomeaffordable.gov website for more detailed information about the Home Affordable Refinance program).
Q - My loan is past due/I’m unable to make my payment due to hardship and I want to keep my home. What programs are available to help me?
A - We may be able to help make your mortgage payment more affordable through the Making Home Affordable program. If you’re having trouble making your mortgage payment or have already missed one or more payments, you may be eligible for a modification. Please review the list of questions below to determine if you are eligible.
Updated September 9, 2009: Answers To Your Frequently Asked Questions
Q - Who is Cenlar FSB?
A - Cenlar FSB d/b/a Central Loan Administration & Reporting, located in Ewing, NJ, is a privately owned, federally chartered savings bank that specializes in mortgage servicing nationwide. We have serviced residential loans for over 50 years.
Q - What should I do if I received a welcome letter from Cenlar FSB and RoundPoint Mortgage Servicing Corp.?
A - We are aware that there was a small group of customers who received welcome letters from both RoundPoint Mortgage Servicing Corp. and Cenlar FSB.
Freddie Mac and the FDIC have a current agreement that these loans are to be serviced by Cenlar FSB. You will receive a letter shortly from RoundPoint and us explaining that going forward your loan will be serviced by Cenlar FSB. You should therefore begin making your mortgage payments to Cenlar as directed in the welcome letter you received from us. Any previous payments received by RoundPoint Mortgage Servicing Corp. will be forwarded to Cenlar.
Q - How do I order a payoff statement?
A - Please e-mail the following information to TBWpayoff@cenlar.com
Q - I am on automatic draft, will my payment continue to be automatically withdrawn?
A - If your loan payment drafted in the past this service will continue. There is nothing that you are required to do at this time. September and subsequent payments will be drafted no later than the next scheduled draft date. If your payment did not draft in the month of August it will be drafted at a later date once the servicing transfer is complete. We will notify you accordingly. Please be assured that there will be no adverse credit reporting or action taken as a result of delays. Your patience is appreciated.
Q - What do I do if the mortgage payment I made by check to TBW for the period August 2009 has not yet cleared my bank account?
A - As a result of the transition of the servicing of the loans from TBW to Cenlar, some borrower checks/payments have been delayed in the forwarding from TBW to Cenlar. As soon as Cenlar is in receipt of your payment, you can be assured it will be applied to your loan promptly. It may take some time, but we will work with you to address this issue. Please be assured that we will properly account for all payments made to TBW. You will not be assessed a late fee as a result of any delay in payment processing during this transition period. In the event your payment is not properly applied to your mortgage balance, we will work with you to resolve any issues that occurred during the transition period, including waiving late charges when applicable and making appropriate adjustments to payment and credit records
What should I do now? Should I stop payment on my check? Should I send you a new check?
Please don't do anything right now. We are working to resolve this issue and still hope to be able to process your check in the normal course. As we mentioned above, you will not be assessed a late fee as a result of any delay in payment processing during this transition period. In the event your payment is not properly applied to your mortgage balance, we will work with you to resolve any issues that occurred during the transition period, including waiving late charges when applicable and making appropriate adjustments to payment and credit records.
Q - Will I be assessed a late charge during the transition period?
A - No late charges or adverse reporting to credit bureaus will be assessed during the first 60 days.
Q - Who do I make my payment checks payable to?
A - Central Loan Administration & Reporting
Q - Where do I send my payment?
A - Please send your payment to Central Loan Administration & Reporting, PO Box 11733, Newark, NJ 07101-4733. You may check our mortgage website to confirm receipt at www.loanadministration.com. Payments can also be made on-line via the website.
Q - Is there a way I can view my account information online?
A - Yes, please visit our mortgage website at www.loanadministration.com and complete the registration process. Information such as loan balance, last payment amount, tax/insurance payments, and E-Pay via the Web are just a few features available.
Q - How can I contact you by e-mail?
A - Please e-mail us at CS@Cenlar.com. Please include your loan number on all e-mail communications.
Q - Where do I send my tax and insurance bills?
A - Real Estate Tax Bills address - Central Loan Administration & Reporting, 6053 S. Fashion Square Dr., Suite 200, Murray, UT 84107 or Fax to (801)-284-4680
Property Insurance Bill address - Central Loan Administration & Reporting, PO Box 202028, Florence, SC 29502-2028 or Fax to (843)-413-7133
Q - Will my hazard insurance mortgagee clause and loss draft information on my policy change?
A - You should contact your insurance company to confirm that the new servicer change is reflected on your policy. The mortgagee clause should read as follows:
Central Loan Administration & Reporting, its successor and/or assigns, PO Box 202028, Florence, SC 29502-2028
Please include your Cenlar loan number with the Mortgagee Clause change.
Q - TBW was processing my application for a loan modification under the Making Home Affordable plan. What should I do?
A - We are dedicated to helping you keep your home if possible. Please work directly with us to find the option that's best for you. Additionally, if you received a letter from Home Retention Services regarding a loan modification of your mortgage, please continue working directly with Home Retention Services on this process.
Q - I had a previous modification agreement with TBW. What should I do?
A - We ask you to provide us with any written documentation concerning your modification. We will review and respond directly to you regarding the status of your modification agreement.
Q - Where do I send general correspondence?
A - Written correspondence should be sent to:
Central Loan Administration & Reporting, PO Box 211091, Eagan, MN 55121
Q - What are Cenlar's hours of operation?
A - Our normal hours of operation are Monday through Friday 9:00 am to 6:00 pm, EST. On a temporary basis, we have expanded our hours to include later weeknight and weekend hours. Please be advised that our Call Center is extremely busy at this time due to the heavy volume of calls. We ask for your patience during this period as we service our new customers, and be assured that our Call Center Representatives are diligently working to be able to handle as many calls as they can. During this period you may experience a delay which is not typical of the service we deliver. We appreciate your understanding and your continued patience and look forward to servicing your loan.
Copyright 2000-2009, by Cenlar FSB. All Rights Reserved.