Consumer complaint received 2023-08-28
Company: Selene Holdings LLC
State: MI
Product: Debt or credit management
Sub-product: Mortgage modification or foreclosure avoidance
Issue: Charged upfront or unexpected fees

Complaint:
Hello, I've been going through hardship for over 2 years now. On XX/XX/XXXX I applied for the State of Michigan MIHAF program grant. On XX/XX/XXXX I was APPROVED XXXX to go to Selene Finance to pay off my delinquency on my mortgage. The funds were sent to Selene Finance on XX/XX/XXXX and they cashed it on XX/XX/XXXX. ( which I have ALL supporting documentation ) My mortgage statements only reflected {$16000.00} was applied. During the following monthly statements, I called Selene Finance to inquire about the XXXX and where the remaining funds were applied. I thought possibly it was applied to a deferment plan amount of {$11000.00} which isn't legally due till the end of term loan in XXXX or when I sell my home. I was originally told by XXXX at the MIHAF that {$13000.00}. was to go to outstanding delinquent payments and {$11000.00} to the deferment plan amount, with a remaining escrow due for XXXX XXXXXXXXapprox which I could call Selene Finance to discuss payment options on that balance. These amounts were confirmed again on Thursday, XX/XX/XXXX with XXXX from MIHAF. However, as of XX/XX/XXXX I was laid off and decided to change my career path for further growth. I was blessed again and received full funding for 2 certified classes through XXXX for XXXX XXXX and XXXX XXXX. XXXX benefits were only for 20 weeks and ended on XX/XX/XXXX ( NO extensions due to NO funding ). My alimony payoff was also on XXXX XXXX for {$12000.00} at which time I paid some of my delinquent bills of which included 3 auto loan payments and 1 mortgage payment on XX/XX/XXXX for {$1000.00} ( it was applied to my 1st mortgage payment due date of XX/XX/XXXX. This is what I understood happened and that's how it shows up on my statements. On XXXX XXXX I developed a XXXX XXXX XXXX and was in XXXX XXXX. I couldn't walk for over a week. I had NO medical insurance after my XXXX XXXX, I couldn't afford it. All my bills were piling up, and Selene Finance could never provide me with an answer as to WHERE the remaining {$8300.00} difference from the XXXX is? Not only was I in a financial hardship yet again, but now a physical problem that caused me extreme pain and major XXXX. I felt XXXX. I did find help through XXXX XXXX in XXXX, MI. I spoke to a XXXX XXXX XXXX for free behavioral health and medical for my XXXX in the month of XX/XX/XXXX. Once my XXXX benefits ended and I ran out of $ the state provided me with XXXX and I had my XXXX XXXX  replace on XX/XX/XXXX. I'm waiting for my XXXX XXXX to heal more so I can receive a TOTAL XXXX XXXX replacement in the next few months. I've applied to Social Security for Disability and Supplemental Income on XX/XX/XXXX. I applied with the State for Cash Assistance for XXXX on XX/XX/XXXX after receiving proof from SSD. I'll be waiting a while. On XX/XX/XXXX I called Selene Finance, spoke with XXXX, she advised me I had to put my request in writing. So, I immediately emailed Selene Finance with the request. I had a ton of things going on, keeping me very busy. I followed up with XXXX on XX/XX/XXXX for a response. I asked the rep XXXX XXXX, if he could see the XX/XX/XXXX email I sent for the request, he said YES! Then, he advised me it can take up to 30 days. I also asked if they started a foreclosure? He advised me YES, it was sent to XXXX XXXX XXXX on XX/XX/XXXX. I received the notice on XXXX XXXX dated XX/XX/XXXX of foreclosure with an AUCTION DATE SCHEDULED FOR XX/XX/XXXX!!!!! On XX/XX/XXXX I emailed Selene again with a copy of the XX/XX/XXXX email and expressing an immediate resolution to this situation. I received as response SAME DAY confirmation that they receive this email and to call if I had questions. HELLO!!!! ANYONE HOME???? I scheduled a meeting to take place on XX/XX/XXXX with XXXX XXXX XXXX XXXX services through the state programs to assist consumers regarding the mortgage discrepancy. I met with XXXX XXXX, Director at XXXX. We both spoke to MIHAF again, they advised us that the XXXX was cashed, NO return funds were received back to them from Selene Financial. Then, we called Selene, the rep advised us she couldn't see my email request dated XX/XX/XXXX asking for the details of the XXXX XXXX. XXXX and I were very persistent as to the TIME SENSATIVE situation I had going on. Still NO answer but we had to wait still for them to look into it. I submitted a second email with a copy of the email dated XX/XX/XXXX and time along with yet another request for resolution. I advised them to apply the remaining XXXX funding to my delinquent {$6800.00} total as of XXXX XXXX. So, this could bring me current and avoid foreclosure IMMEDIATELY!!! I've been advised by XXXX XXXX " XXXX '' department per XXXX that even though I'm going to write XXXX XXXX and provide supporting documentation, it will NOT STOP THE AUCTION on XX/XX/XXXX. Should have NEVER GONE TO A LAWYER. Emailed Selene on XX/XX/XXXX, Loss mitigation seems not to care if I'm put out on the street homeless. Customer Services isn't doing their job and I'm going to lose my home for it. On XX/XX/XXXX Selene Finance LP emailed me a REINSTATEMENT QUOTE asking me to pay {$6900.00} to Selene Finance Attn : Cash Services in XXXX, TX, overnight or wire transfer. I DID NOT!!! CC email to XXXX too. On XX/XX/XXXX I emailed XXXX XXXX, Selene Finance 's customer service, loan resolution department and CC 'd Amandla DISPUTING ALL & docs. I received an email from Selene the next day that she couldn't open JPG format. I resent again. I called XXXX XX/XX/XXXX, and spoke to XXXX in Loss Mitigation, he ESCALATED IT to a Supervisor in Cash Services to search for XXXX . I asked how long, XXXX hours. To be continued on Monday, XX/XX/XXXX. Hope to hear back from you too. Thank you so much. 
I believe it is very clear what the resolution needs to be. Find the missing {$8300.00} from MIHAF sent to Selene Finance on my behalf due to my XXXX hardship, and now still in a VERY DIFFICULT, STRESSFUL AND PAINFUL TIME! 
Also, I requested multiple times via email to Selene Finance, that I should also be receiving credit for ALL the extra charges, late fee etc .... since I should have had a credit on my mortgage once it posted at the end of XX/XX/XXXX or beginning of XX/XX/XXXX. It would have really helped me since I was laid off from my job on XX/XX/XXXX. Not only would I be caught up with my current mortgage but possibly a couple of months ' worth of credit on my account as I wait for State Cash Assistance and Social Security XXXX etc.

Company response to consumer: Closed with explanation