Product: Mortgage

Im sending you the following in the hopes that you will please help us. The following is information concerning a complaint ( Complaint ID : XXXX ) that I previously sent to the BBB of the XXXX, Texas areathe XXXX XXXX XXXX of XXXX XXXXon XX/XX/2019, regarding the abusive treatment my family received from employees of Selene Finance. 

We are sending this to you now specifically because the XXXX of XXXX XXXX did not take action against Selene Finance, even after they continually ignored our complaints. In order to make our initial complaint, the XXXX website redirected us to the XXXX of XXXX XXXX, where Selene Finance is located. I made my initial complaint because I was verbally abused by one of Selene Finances employees over the phone, and because I also received an inappropriate letter from the Selene Finance representative in charge of the Loss Mitigation Department, XXXX XXXX. 

I called Selene Finance in XXXX and I spoke to a male representative, whose name I can not recall because I did not write it down. He was verbally abusive to me, he threatened me, and he insulted me, calling me, shameless, and an opportunist. He also told us to stop trying to save our home, and to just turn it into '' them. I felt abused, intimidated, and humiliated by his conduct and ended the phone call. 

The letter I received from Mr. XXXX onXX/XX/2019which requested my Death Certificate, Probate Will, Quit Claim Deed, Divorce Decree, and other documents that were absolutely inappropriate in regards to my caseseemed disrespectful, malicious, and seemed to be written to impede the successful processing of my application, in an effort to prevent us from saving our home. Additionally, the letter stated that if I didnt send these documentswhich could not possibly existand they were not received by XX/XX/2019, my request [ would ] be denied. This letter was the most important reason I sent my complaint on XX/XX/2019. 

On XX/XX/2019, when we had not received any word from Selene Finance 9 days after sending them all the necessary documents to process our modification application, we were faced with the possibility of losing our home due to Selene Finances inaction. We became desperate, and latching onto any possible solution, my husband filed for bankruptcy in an effort to save our home of 15 years. Our desperate act of filing for bankruptcydue in no small part to Selene Finances silence, inaction, and maliciousnesswas later thrown in our faces by the company in their second response to us. 

The XXXX of the XXXX XXXX area merely sent Selene Finance my complaints, and sent me Selene Finances responses. That was the extent of their involvement with my case. From Selene Finances dismissive responses, we can tell that the XXXX of the XXXX XXXX area did not castigate, or even censure, Selene Finance for their conduct. 

The first response I received from Selene Finance was from XXXX XXXX of the Executive Resolution Team on XX/XX/2019. In her response, Ms. XXXX only mentioned the rude phone-call I had been subjected to and apologized for this, but she did not address the inappropriate letter I had received from Mr. XXXX on XX/XX/2019. In fact, it was as if she had completely ignored that aspect of my complaint, because she continued by telling me to contact Mr. XXXX if I had any other issues. 

We rejected Selene Finances initial response to our complaint and upheld our initial complaint because nothing had been resolved. We explained our reasons for rejecting Selene Finances response in a reply sent via the XXXX  to Selene Finance on XX/XX/2019. 

On XX/XX/2019, we received a second, more egregious response from Selene Finance via their representative, Ms. XXXX, which did not even mention anything from the complaint. This second response also did not offer any solutions to our case. Selene Finances second response still did not address XXXX XXXX inappropriate letter and conduct, which gave rise to the complaint in the first place. 

We also suspect that the company 's collective actions are driven by discrimination against us because of our XXXX origin. The fact that they asked for our Race and Ethnicity in the Selene Loss Mitigation Application supports this belief. 

More worryingly, Selene Finances refusal to even mention Mr. XXXX inappropriate conduct leads me to believe that the company condones, accepts, and approves of his actions and this behavior as official company policy. This is why we so desperately need your help. 

Unfortunately, we have no other alternative but to work with Selene Finance because they own our mortgage. However, the lack of professionalism, ethics, and honesty in their dealings with us worries us greatly, and causes us to doubt the fairness, honesty, and transparency of any transaction that we need to undertake with them. 

Because of the above reasons, please, we ask for your help so that these representatives can not continue to mistreat and abuse us, use practices that are lacking in ethics and honesty against us, and impede us from obtaining a just solution so that we may save our home. 

Update ( as of XX/XX/2019 ) : Mr. XXXX XXXX recently denied our request for a loan modification on XX/XX/2019, after previously granting our request only two weeks prior on XX/XX/2019, without providing the grounds for this denial. 

Denial of our request was not justified as the information used in the evaluation of our request ( Estimated Value, Gross Income, Liabilities ) remains the same as it did when our loan modification request was previously approved. Therefore, I wanted to inform you that I am currently appealing the denial. We believe that Selene Finance LP is retaliating against us for the complaints that we have filed against them. 

Please help ensure that this company deals fairly with us, so that we can obtain a loan modification that will allow us to save our home. 

I am attaching all of the documentation referenced above in this message. 

Sincerely, XXXX XXXX