Consumer complaint received 2019-03-04
Company: Selene Finance LP
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Hello, I have been trying to explore my options for keeping my home with Selene Finance as my mortgager with no avail. I have been in a back and forth cycle with them trying to get a repayment plan established. I have called, called and called. I am treated rudely and very unfairly and I feel as though the call center staff is very unprofessional. My latest stint with them was after the loss of a child. I had insurance money coming and wanted to set up a repayment plan placing half down of what I owe making payments until I was caught up. 

I received a letter from them XX/XX/XXXX stating to contact them in regards to options. Nowhere in this letter does it state that no options are given to you if you are within 37 days of your foreclosure date. 

XX/XX/XXXX XXXX XXXX XXXX Spoke to her about what options were available. Discuss doing a repayment plan. She was requesting figures from the attorney to get for the repayment plan. She stated that she would follow back up with me once she received the figures. She told me that a modification was not an option. 

XX/XX/XXXX - Called in twice. First time I was hung up on. The second time I was told the systems were down. 

XX/XX/XXXX - Spoke to a man. Who told me that I no longer have any options besides reinstatement. I asked him how could that be when I was waiting on a call back in regards to a payment plan. He spoke to me about cash for keys and moving. I told him I was not interested in that. I requested a supervisor. 

XX/XX/XXXX XXXX XXXX XXXX Loss Mitigation Supervisor Was transferred to this supervisor. I was questioning the information given on XX/XX/XXXX. I told him I wanted to discuss options and or the repayment plan. He was rude and combative. I told him no one had disclosed the 37-day guideline to me and that I did not receive the information back regarding the repayment plan. He told me that Selene Finance would not offer me any options no matter what I do. He also told me his personal opinion of me and told me that I can not afford my home. Not taking into account that I lost a child. I asked what is Selene Finance policy as it relates to bankruptcy he refused to answer the question. I asked him why I didn't receive a call and why I was not told about the 37-day guideline. He continues to be rude and disconnected the call. 

XX/XX/XXXX XXXX XXXX XXXX CST Called to get the pay off amount and wire instructions XX/XX/XXXX XXXX XXXX XXXX I called to file a formal complaint because I wasn't given accurate information and I felt like the call with XXXX XXXX was discriminatory and that I was being pushed to give up my home. I was told that he was the only supervisor. That there was no supervisor above him. I opted to wait for him seeing that this was the only supervisor and I was told he was unavailable. I asked the protocol to file a formal complaint. I wasn't given the email address or fax number to the resolution team. I was given the fax number to customer service. Which again was incorrect information. 

XXXX XXXX XX/XX/XXXX XXXX Call to collect information on previous calls. He went over a few calls but is reluctant to give the information to my interactions with Selene finance. He is asking the nature of my call which was disclosed at the start of our conversation and has now placed me on hold as of XXXX XXXX. XXXX XXXX came back on the line stating that he is going to end the call. He stated that XXXX XXXX who is a supervisor is going to call me. I asked why he said that this is what he was going to do. I asked if another supervisor was available now being that I am already on the phone. He said no and that he is going to end the call now. He didn't hang up the line neither did I so he is now transferring me to XXXX who is now available. 

XXXX XXXX XX/XX/XXXX States that there are still options available. She apologized and told me that I was given miss information. She is currently discussing repayment plan options with me. She also stated that the 37-day rule didn't apply in Georgia. She offered for me to send in the application for assistance but with time running so short I decided to obtain an attorney rather than risk them denying me the day before the foreclosure as noted in their rating with XXXX. I had been given so much misinformation that at this point I felt like something was very wrong and or predatory about them as the servicer and this could be yet another trick. 

XX/XX/XXXX - Obtain legal council to help with QWR to again try to get a repayment plan so that I could get out of this situation. 

XX/XX/XXXX XXXX called to check to see if the foreclose is still pending. Confirmed its for tomorrow. 

XX/XX/XXXX Filled for chapter XXXX. 

XX/XX/XXXX Chapter XXXX was dismissed. This would have put me beyond the 37-day rule and allow me to be able to set up and establish a repayment plan. However, even though they were furnished with proof that the bankruptcy had be dismissed. I received no notices by mail, no statements, no notice of foreclosure. 

When I called form this point on I was told they could not release any information to me because I was still being represented by an attorney which was not true and they again had proof of this. I found out about my foreclosure date via solitiation. 

XX/XX/XXXX XXXX XXXX Called to see if there is a sale date. They would not give me information. XXXX stated he spoke to a supervisor but would not connect me with the supervisor even though he had just spoken to a supervisor. I asked for a call back. Never received one. 

XX/XX/XXXX XXXX Called trying to find out how to get the restriction lifted off my account since I was no longer working with an attorney. I was told a phone call from the attorney would do it, I was told that copy of the dismissal would do it which they had since XX/XX/XXXX. 

XX/XX/XXXX XXXX - Selene Finance Still trying to gain the right information to figure out how to get the restriction lifted off my account. I was given the information to the attoney handling the foreclosure on their side XXXX XXXX XXXX XXXX. 

XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX , XXXX I was told that that was again incorrect information given to me by Selene Finiance and they could have spoken to me about my account. I inquired about the reinstatement amount as ask for the firm to contact Selene finiance and remove the restiriction so I can find out what status my account is in and what options I have a this point. 

XX/XX/XXXX XXXX Called back to selene finance there is still a restriction on the account. 

XX/XX/XXXX XXXX XXXX Finally got the restirction lifted how ever it is the Friday prior to my foreclosure date on XX/XX/XXXX. 

XX/XX/XXXX XXXX Finally got a reinstatement quoted directly from the attorney handling the file from XXXX , XXXX XXXX XXXX XXXX . However it came at XXXX XXXX. My bank closes at XXXX and Monday would be the 1st day I could even begin to move funds. 

This entire situation is very unfortunate and unfair. I have simply been trying to gain a repayment plan. Now they have left me with the day fore foreclosure trying to move {$22000.00} in one day. 

XX/XX/XXXX XXXX I got letter from XXXX , XXXX and XXXX, XXXX. Stating that the money is due by XXXX in the XXXX  tomorrow. 

XX/XX/XXXX XXXX I wrote back to them and stated that this request was placed on XX/XX/XXXX and I just got a response on XX/XX/XXXX and that any options to move over XXXX today would take 24-48 hours. 

XX/XX/XXXX at XXXX XXXX , XXXX XXXX XXXX , XXXX XXXX I need to contact Selene Finance XXXX ask for a postponement. 


XX/XX/XXXX XXXX XXXX Rep stated that they would most likely grant me a postponement. He said that he would have to email upper management and see. I told him to no fault of my own and that I have tried several times to gain this information in a timely manner I couldn't. He said he would send an email and that XXXX would call me back " if '' its approved. I asked if there was any way for me to know that this email is being sent he said I could call back and see. 

Can you please assist me.

Company response to consumer: Closed with explanation