Product: Mortgage

On XX/XX/2020, my wife, XXXX XXXX XXXX and myself, XXXX XXXX applied for a refinance loan with NY XXXX XXXX XXXX. We were approved and was advised by our loan XXXX to call our mortgage servicer, Selene Finance and inquire into a C.E.M.A application. On XXXX, XXXX, 2020 i called Selene Finance Customer Service and asked to speak to someone in regards to XXXX. I was told that there is no way that i can speak directly with anyone in that department and that all request could only be done through email. I then sent an email to to address provided ( see attached ) and was told that request would take 30 - 45 business days. On XXXX, XXXX, 2020 i received a letter in the mail from Selene Finance which was a pay off letter ( see attached ). i then called Selene Finance Customer Service and inquired about the payoff letter. i expressed my concerns that this letter was sent to me in error instead of C.E.M.A application. Fearing that i was sent this payoff letter in lieu of C.E.M.A application, I tried desperately to speak to someone other than the C.S.R but was told that it was not possible and that i had to wait the 30-45 business days. On around XXXX, XXXX, 2020, after not receiving a response to my request, i called Selene Finance C.S.P and inquired about my request. I was then told that their computer showed that they fulfilled my request on XX/XX/2020. I then explained the situation to C.S.P and again, tried to speak to someone who could further clarify why i received a payoff letter rather than a C.E.M.A application but was again told that it wasn't possible and that i would have to submit email request again. Once again, i submitted the request and on XXXX, XXXX, 2020, i received an email ( see attached ) from Selene Finance ( XXXX XXXX ) stating that they received my email and it has been forwarded to the appropriate department for handling. On Friday, XX/XX/2020, i called Selene Finance C.S.P ( XXXX ) and explained that i was calling to check the progress of XXXX application and wanted to speak to XXXX XXXX or someone who could better clarify this process since i was extremely close to a closing date for refinance mortgage. C.S.P. ( XXXX ) stated that speaking to a supervisor was not an option because he was not going to do anything because " it's not his department '' and that i would again have to wait the 30-45 days for a response. I then asked her if i wait the 30-45- days and i get no response and call Selene Finance back again, would i be able to then talk to someone in regards. she replied " No '', but i still had to wait. This is not good business and very unprofessional. C.S.P ( XXXX ) was unhelpful and seemed very bothered by my concerns about C.E.M.A application. I followed their email instructions exactly the way they told me to. I called and expressed my concerns as to wrong paperwork and was denied further action. I called again and was denied a phone consultation with anyone who could help me. I think this is unacceptable for a mortgage servicer who deals with thousands of mortgages not to have personnel available to handle problems of their customers, especially when the servicer is at fault like in this situation. I would truly appreciate help in acquiring information about my C.E.M.A application as well as why is it their policy to not allow customers to speak to anyone. I thank you for your time. 

side note : That letter that i received from XXXX XXXX on XXXX, XXXX, 2020 stated that an agent will be contacting me shortly to explain C.E.M.A process. Almost a month later and i still haven't received a call.