The link below is where our former Taylor, Bean and Whitaker Customers need to go for answers to most of their questions. Follow the instructions on this page and keep copies and records.
We also recommend mailing your bill such that someone must sign for its receipt.
WELCOME
(FORMER) TAYLOR, BEAN & WHITAKER MORTGAGE CORP. (TBW) CUSTOMERS.
Please be assured that your mortgage loan is in good hands. There is no action necessary on your part. The term of your loan will remain the same. We are here to assist you with all of your servicing needs and hope you find the following questions and answers helpful. Please refer to the letter you received from us for our contact information.
Answers To Your Frequently Asked Questions (Updated September 9, 2009)
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Q – I am on automatic draft, will my payment continue to be automatically withdrawn?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 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.
“Mortgage Lending is Our Business: Customer Service is Our Passion.”
Stay tuned and stay in touch with your mortgage professional. Thank you for the opportunity to serve you. David. 919.851.0999.
