Consumer complaint received 2022-05-04
Company: Selene Holdings LLC
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
The process of trying to obtain a modification with Selene Finance has been nothing short of a nightmare. The loan was transferred to Selene from XXXX, who I had a trial modification with and I successfully completed it with, when it came time to sign the final modification documents they had me sign, notarize and resend 5 times because they were sending additional set out over and over before others could be finalized. The mortgage transferred to Selene and I received information to request another modification and it was assigned to a single point of contact. After getting the paperwork I submitted the information required on XX/XX/22 and called to try to speak to the single point of contact everyday for two weeks, I left voicemail after voicemail for her and I never got a return call. 
On XX/XX/22 I called because I received a letter requesting more information and was told to send in a Separation Agreement, Hardship Letter, and Quit Claim deed, which I sent it to the loan resolution email as instructed. 
I called back in on XX/XX/22 and told the rep I was trying to reach my single point of contact and he told me the single point of contact is worthless and anyone can talk to me. I asked him to check and make sure everything that was needed was on file now and he said to call back on XX/XX/22, I told him I only had until XX/XX/22 per the letter and he said everything was fine and to call back on XX/XX/22. 
I called back on XX/XX/22 and spoke to another rep and let her know what I was told and she said that I would need to resubmit the request for modification page as well as additional paystubs but to get it in that day because the due date was XX/XX/22 ( which I had already tried to make sure everything that was needed was in on XX/XX/22 and when I told her that she said it was with underwriting and that they would get the documents and review for the modification. I sent everything she requested into the email on XX/XX/22. 
I called back in again on XX/XX/22 and was told it can take 48 hours for documents to be loaded but the account is under review. I was told to keep calling in and checking because there may be a change from day to day. 
I called in again on XX/XX/22 to allow the time for the document upload and spoke with the rep and she said there was a note made on the system that it could take up to 48 hours for the docs to be uploaded and she then reviewed and confirmed that the XXXX, paystubs, letter of explanation, quit claim deed, and separation agreement were all loaded to the system and that there was a letter sent to my home stating that the file was assigned to an underwriter. She said the underwriter would send a letter or try to reach me if anything was needed ( as of XX/XX/22, I still have not received any call or letter from an underwriter ) I asked about the foreclosure status and she said it was not showing in the system but a hold would be placed and requested during the review process. 
I called again on XX/XX/22 to request for an updated status and they told me the account was with an underwriter for review and told me to call back and check again later in the week, I called 5 times on XX/XX/22 and would get disconnected each time the phone would connect. I called again on XX/XX/22 and tried 4 times from my cell phone and 4 times from my work phone. 
I called again on XX/XX/22 and was then told that my modification review was terminated on XX/XX/22. I asked why it was denied and she said lack of documentation needed, which they confirmed everything needed was in and when I asked about that she said I don't know, that is just what it says. I then asked why I was not notified of this on XX/XX/22 when I called in and she could not answer that either. 
Then I was told I could submit another package so on XX/XX/22 I spent XXXX hours regathering XXXX pages of documents and sending them in to Selene finance along with a dispute letter for the modification. I never received a response on the dispute. 

I called in on XX/XX/22 and asked if they received the documents and they told me to call back in after XXXX hours. I called back in again on XXXX and was told I could not be reviewed for a modification because the foreclosure sale was withing 37 days. Does it not seem like it was the perfect set up to drag out the review process and lie about the status to where I am put in an impossible situation and can not save my home?! 

The sale was then postponed thanks to my attorney reaching out to the court, but that was short lived because the new sale date was within 37 days and it is now scheduled for XX/XX/22. I tried to send in an updated modification package after calling in again and they told me to resubmit but again I got a letter saying it is within 37 days of the sale. 

I feel as though I have been set up to have my home set on the auction block from the start with this company. I have been begging them to help me find a way to bring the loan current so that I can pay the mortgage and there has been nothing but lies and deceit. I am now filing a complaint because they refuse to even attempt to work with me or communicate with me and refuse to let me talk with a supervisor.

Company response to consumer: Closed with explanation