Consumer complaint received 2021-10-12
Company: Selene Holdings LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Greetings, On XX/XX/XXXX I contact Selene Finance my mortgage lender and requested a forbearance. At the time I was two months behind in my mortgage. The call center representative checked to see if I was eligible for a forbearance and stated that I was and instructed me to download an application from the company website and submit. I was informed I would hear from Selene within a week. 

I asked if he would lead me to the document to download and he did. On XX/XX/XXXX I submitted a request for a forbearance via online email and certified mail with all requested attachments. 

I waited two weeks and when I did not hear anything, I called Selene Finance the week of XX/XX/XXXX and was inform my request for the forbearance was approved and I would be getting a package in the mail within another week. I waited more than a week and contact Selene Finance again and was surprised to learn I was not approved for the forbearance and that Selene has no record of my request for a forbearance. 

Please see my letter dated XX/XX/XXXX requesting a forbearance. I did not attach the full document, but the letter that included the hardship clause stated why I needed the forbearance. 

The call center representative proceeded to tell me that a loan modification was being processed and that it would take about 30 days to provide me an answer. I informed her that I did not ask for a loan modification and what happened. She said she did not know and I asked to speak to a loss mitigation specialist. I was informed the name was XXXX XXXX and that he was not available. I asked to leave a message. For more than two weeks I called several times a week to Mr. XXXX and was unsuccessful. I was told he was not in his office, in a meeting, and not available. To this day I have never spoken to Mr. XXXX. 

The week of XX/XX/XXXX I spoke to a call center representative who informed me that I filled out a loan modification form and that is why it was processed. I informed her the loan modification form is the same form used to request loan modification, forbearance, deferral, etc. She said I was wrong and that I would hear from Selene via mail with the outcome of the review process. 

I again asked to speak to Mr. XXXX and received no answer. By this time I began submitting complaints online to customer service that my calls were never return from a loss mitigation officer. I would receive responses that they will review my concerns and notify me afterwards. 

Every call to Mr. XXXX was my application was being reviewed and that I can leave a message. Unfortunately, I received a letter from Mr. XXXX on XX/XX/XXXX, but dated XX/XX/XXXX to provide additional information by XX/XX/XXXX. I could not understand why I received a letter after a deadline to to respond. I call Selene again, and got a call center representative that could not connect me to Mr. XXXX. I informed the call center representative that the additional information requested did not apply to me. 

A sample of the additional information request was tax returns, rent receipts and unemployment letter for my son. He is XXXX and I provided Selene with his XXXX letter and Food Stamp letter for XXXX. 
His name is listed as a dependent on my tax returns so he is not employed, doesn't file taxes or collects rent receipts. I was asked similar questions of which I am self-employed, do not have W2 's and I file a schedule C for my business on my tax returns. 

I was not give any time at all to respond to Mr. XXXX by issuing his request on the XXXX of XXXX and giving me until XX/XX/XXXX but receiving the letter on XX/XX/XXXX. And again, he was not available for me to dispute the need for information that did not even apply to me. My application was therefore complete and should have been sent to review to the underwriter. Instead I was put in a bind from his error and to this day he has not owned up to his error. 

The call center customer service representative agreed that those questions did not apply to me and for me to dispute them in an email to customer service in the form of a complaint. In addition, I asked the representative if I can do a repayment plan instead and that I had {$4000.00} to put toward my mortgage and was only short {$40.00} of which I could have easily paid and would only owe for the month of XXXX in the month of XXXX. My application stated that my need for relief was temporary. As of XX/XX/XXXX, my business started to slow down due a new variant and my customers became concerned and were awaiting to get the vaccine, so business was a little slow for me. As several months went by, as stated, business started picking up and I was in a position to meet my begin paying my mortgage. The reason I had not paid my mortgage was I was awaiting a forbearance and later was informed I was in a loan modification and awaiting the outcome. By XXXX I had XXXX - XX/XX/XXXX mortgage. 

The call center representative informed me he could not accept payment from me because I was in foreclosure after my file closed. I was encouraged to submit another loan modification. For fear of more confusion, I submitted another loan modification but did not include my son. I was denied because I did not have enough income. 

At this point my new point of contact was XXXX XXXX. He too never returned my calls and the call center representative filed an online complaint to customer service. He encourage me to file an appeal and that too was denied. When I called to question the appeal I was informed that the appeal was not an appeal for me to report wrong doing, but to substantiate that the underwriters did not make an error in the previous findings. I am now confused. 

At no time did anyone give me other options when the first modification was turned down. I was led into foreclosure and now no one would talk me about options. I received letters each denial offering me a short sale or deed-in-lieu. And yet again, I am encouraged by the call center representative to submit another loan modification and if I received new income report that and it will go to review. I informed him my daughter lives with me for about 4 years and suggested I include her. My daughter pays the utilities and he instructed me to show her last two paystubs, proof of the utilities she pays and a hardship letter. This was all included along with my sons XXXX letter from Social Security. 

I no longer had confidence that Selene was acting in good faith on my behalf and I believe there is either a dysfunction in the office or a deliberate attempt to secure my property. Based on this discomfort, I contact my attorney to inform them that I submitted a third modification on XX/XX/XXXX and am unsuccessful speaking to a loss mitigation specialist. I am receiving instructions and corrections from call center representatives every time I call and they are all providing me different answers to my same questions and its very frustrating. My attorney sent a letter on my behalf instructing them to respond or risk a case against them and payment of all legal fees. 

Please see Selene 's response letter to my attorney. In addition, please see letter dated XX/XX/XXXX where Selene is now offering me several options to get back on track with my mortgage. I am being offered a repayment plan, temporary forbearance plan or modification. In XXXX I was not offered anything to rectify my arrears and not one loan officer would speak to me. This letter was submitted to me by XXXX XXXX from the Loan Resolution Department. I asked to speak to her and was informed she was not available. It took 4 calls and a very determined call center representative to give me the number to her superior and I left a message with him. She called a day later with an attitude that she never heard from me. I informed her that the representative stated they were texting her and her boss messages to contact me. And that the last representative gave me her boss number and evidently he contacted her. 

Once we got past that issue she checked my loan modification and informed me that I only needed a couple of corrections on two documents and my file was ready for the underwriter. She apologized for the confusion since XX/XX/XXXX and that she would follow my case and keep me posted. I never heard from her again. I received a letter dated XX/XX/XXXX that I would be hearing back from Selene on the modification by XX/XX/XXXX. 

I have not heard back from Selene and so I called several days ago only to hear my application has been denied due to excessive obligations to my income. I did not receive a letter via mail and only when I called a recording informed me my loan modification was denied and I spoke to call center representative name XXXX who submitted another formal complaint to customer service online, requested Selene send me a reinstatement plan that included attorney fees and a copy of the letter informing me the last loan modification was denied. She also stated that if I had new income to report I could do another loan modification or request a forbearance or deferral. I have not gone full circle with Selene being given the run around. 

There is no consideration that all of my bank accounts showed steady balance of over {$2000.00} after expenses. My daughter 's bank account reflected sufficient income and she submitted one of her savings accounts with a balance of {$8000.00}. And my son receives {$770.00} a month from social security. 

My mortgage is {$1100.00}. I am currently owing {$10000.00} of which I have. And yet I am only offered a short sale and deed-in-lieu. I do not have a lot of expenses. Since XXXX my monthly income to include my son and my daughter 's contribution is over {$5000.00} a month. My daughter is in a position to contribute more based on her income and stated she would to ensure we are meeting our housing obligation. She has received a raise over the last 120 days and as of XX/XX/XXXX, I entered into a new contract with my client paying me a {$3000.00} a month retainer for coordination and editing services. I have been with this company for 4 years and since COVID-19 along with several other corporate account my services was suspended. I received my first payment on XX/XX/XXXX via XXXX  to my business account. I informed Selene of this contract in XXXX via email with letter. XXXX retainer has increased due to added responsibilities. 

I have not been able to discuss any of this with an officer because no one will return my call. No one will give my promised options in the XX/XX/XXXX letter. I have been informed of this decision by another loan officer XXXX XXXX. Since XXXX I have had 4 loss mitigation officers to never return my calls. 16 call center customer service representatives giving me 16 different instructions on what to do to get my questions and concerns answered and to no avail. 

I will submit another request for a forbearance and I do have the resources to pay my rent. But I should not be asked to pay legal and additional fees to reinstate my loan from foreclosure status. There have been inaccuracies, poor communication, lack of professionalism, and downright poor customer service and treatment once I was informed there was no record of a forbearance. An unwillingness to investigate this error, ignore my customer service complaints by providing me form letters with absolutely no follow up, to refuse to accept payment after a known error was made and to finally 8 months letter send me a letter stating concern to assist me options when I was refused all other options accept short sale or deed-in-lieu. 

Finally to hold me accountable for legal fees when I received not one indication in XXXX, XXXX and XX/XX/XXXX that I was about to go into foreclosure if all arrears was not caught up while I am trying to get forbearance. And to mail a letter requesting information to complete the 1st application submitted in XXXX and waiting until XXXX to send me a letter requesting additional information after the XX/XX/XXXX deadline and then closing my case putting me in harms way. Why did it take Selene over two months to respond to my request in such a disturbing matter and punish me for it. 

I need your help because I believe I will receive a sale date in the very near future. My attorney is through XXXX XXXX and they pretty much prepare letters. I am not so sure what they will do and if they will pursue Selene and charge them all legal fees. I reached out to them a few days ago and have not heard back from my representative yet, however she advised me to file a complaint with your office and that she is very well aware of Selene 's reputation as a predatory lender. I honestly have to say I have never had a problem with Selene Finance. They have provided me several options over the years and I just do not know what happened to them. I do know that I looked at the reviews from their customers and see my problem is not new. 

Please investigate this situation with Selene, I am in urgent need of your help. I am the XXXX of an adult son with XXXX XXXX XXXX and XXXX. Just XXXX alone he has been in the hospital twice as his XXXX has gotten XXXX. I need to focus my attention on my son 's health and my business which is doing well. I do not want to choose foreclosure as an option for Selene 's mishandling of my case. Its been a long and drawn out situation and time for a fair resolution. I have my mortgage money and should not be in foreclosure or subjected to pay fees because of their negligence. 

Thank you for our help.

Company response to consumer: Closed with explanation