Consumer complaint received 2021-04-26
Company: Selene Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My home loan was transferred to Selene Finance effective XX/XX/XXXX. I called on XX/XX/XXXX and spoke with XXXX to confirm Selene would pay my property taxes ( I have an escrow account ) due XX/XX/XXXX. He asked me to email a copy of the property tax bill to Selene, which I did same day. He advised that Selene would pay the tax bill, and if they didnt do it next day XXXX XX/XX/XXXX XXXX, they had up to 60 days to pay it because they had just assumed my loan. 

On XX/XX/XXXX, Selene refunded me {$4800.00} from an escrow surplus. I confirmed my property taxes ( {$3600.00} XXXX had not been paid that were due XX/XX/XXXX - and now the County of XXXX XXXX assessed a late penalty, bringing the total to {$4000.00}. On XX/XX/XXXX, I called and emailed Selene Finance to determine the status of my property tax payments. I received a letter on XX/XX/XXXX indicating they received my correspondence and would respond within 30 business days. On XX/XX/XXXX, I received an email with a PDF letter XXXX Attachment 1 ) from Selene indicating Selene began servicing my mortgage account as of XX/XX/XXXX and that my inquiry had been submitted to the Selene Tax Department for further review regarding the XXXX tax payments due : " Upon completion, and if applicable, the disbursement will be made to satisfy the installments due. '' My mortgage statement dated XX/XX/XXXX reflected {$4300.00} in my escrow account - it was now insufficient to cover the XX/XX/XXXX and the XX/XX/XXXX payments because Selene incorrectly assessed my escrow surplus and refunded me {$4800.00} in XXXX. I called Selene in XXXX and spoke to a representative in the Tax Department that confirmed my XX/XX/XXXX and XX/XX/XXXX tax payments would be effectuated XX/XX/XXXX and that the late fees would be covered by Selene, which also planned to subrogate my former mortgage servicer to recoup their costs. She also confirmed, thereafter, that I could make a one-time payment to pad my escrow account because they had incorrectly over-refunded me in XXXX. As of today, Selene has still not paid my XX/XX/XXXX tax payments. And, unfortunately, Selene has over-debited my escrow account for multiple tax payments that have not been made. 

Selene records indicate it paid taxes on my behalf on XX/XX/XXXX for {$3600.00} Selene records indicate it paid taxes on my behalf on XX/XX/XXXX for {$7200.00} Based on the amounts listed above, Selene paid from my account 3 sets of tax payments at {$3600.00} each, without paying the penalty. This is documented in Attachment 2 - p.1 ). 

Desired outcome : Selene confirms when it has paid the XX/XX/XXXX tax bill of XXXX ( Attachment 3 - printed XX/XX/XXXX ). 
Selene corrects its books and my account ( Attachment 2 - p.1 ) : Selene needs to cover any late fees owed for late tax payments ( per the Treasurer, this is {$360.00} for the XX/XX/XXXX taxes and {$360.00} for the XX/XX/XXXX taxes. Selene then needs to credit my escrow account to show only 2 sets of taxes XXXX grand total of {$7200.00} XXXX was debited from my funds, directly. Once this is done, I will pay the additional funds to my escrow account that they incorrectly refunded me in XXXX.

Company response to consumer: Closed with explanation