Consumer complaint received 2023-12-09
Company: Selene Holdings LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
On XX/XX/XXXX I submitted a complete loss mitigation loan modification application. Please see attached. It was a complete file. The file was received by the lender/servicer on XX/XX/XXXX and we received a confirmation email from loan resolution and customer service. Please see attached. We confirmed it with Selene finance verbally as well. They stated the file was receivedand noted on XXXX XXXX XXXX we called Selene finance for another update. I spoke to XXXX based in Texas customer service. She advised us that she works from home. No clue why she said that as we did not ask. We asked about the loss mitigation package that I had submitted and she said there has been nothing notated on the file whatsoever, that the file has been sitting there since XX/XX/XXXX. We asked her to get us to loss mit department and she said she cant. We asked her for a supervisor and she placed us on hold forquite some time. She came back and stated she will escalate this file for me. I asked the supervisor what was happening with the supervisor. She said she will get somebody to call me back, but she will escalate this issue to get the file moving.That she is sending an escalated emailShe did advise us of a sale date set for XXXX XXXX which I was aware of.I never received a call back from a supervisor, we had no missed calls, so on XXXX XXXX  we called back and spoke to XXXX XXXX in Texas. We asked for an update on the modification review, the escalation regardingmy file and she confirmed once again nothing has been done at all. She said that she saw where therep XXXX from last week sent an email but it was not an escalated email. She said that she sees notes whereXXXX wrote that we requested a supervisor call but also noted that ourcall was not deemed worthy of a supervisorso XXXX NEVER placed the request. XXXX XXXX stated ALL OF THIS to us. We were extremelyupset. XXXX reviewed the file more and then stated that on XXXX my file was notated that it was closed out due to a foreclosure sale date being set for XXXX XXXX XXXX We did the numbers over the phone from the day I submitted it to the day they received it and there was42 days to review the file!!!!!!!!!!!!!!!!!!!! She agreed withus, she confirmed with us that we are accurate, there was enough time to review the file. PULL THE CALLS from both reps!!! XXXX said she has no idea why it was closed out since they had more than enough time ; they had over 37 days before my sale date. She said a letter was sent out stating the denial due to the sale but i NEVER received any letter even up until this day. She stated that XXXX shouldve told me this issue on the XXXX. The girl shouldve told me that she never put a supervisor call back request. This poor excuse for an employee XXXX  completely lied to us. She is sitting at home collecting a paycheck to do nothing!!! Selene finance is doing bad and illegal business! There was more than enough time for them to review my file. Instead, its very obvious they want to take my home. I am of XXXX descent. My country is XXXX. I have a very hard time communicating. I have a very thick accent. I had my third party on the phone with me during these calls so I could understand everything. This just shows how XXXX Selene finance is. The negligence, racism on my file is unacceptable. Their behavior only leads me to believe that they are discriminating against me based on my sex, marital status, language, ethnicity, and nationalorigin.Pure per the consumer financial protection bureau. It states the following-No Foreclosure Sale Until All Other Alternatives Considered : Servicers must consider and respond to a borrowers application for a loan modification if it arrives at least 37 days before a scheduled foreclosure sale. If the servicer offers an alternative to foreclosure, they must give the borrower time to accept the offer before moving for foreclosure judgment or conducting a foreclosure sale. Servicers can not foreclose on a property if the borrower and servicer have come to a loss mitigation agreement, unless the borrower fails to perform under that agreement.Restricted Dual-Tracking : Under the CFPBs new rules, dual-tracking when the servicer moves forward with foreclosure while simultaneously working with the borrower to avoid foreclosure is restricted. Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure, and that application is still pending review. To give borrowers reasonable time to submit such applications, servicers can not make the first notice or filing required for the foreclosure process until a mortgage loan account is more than 120 days delinquent.This just further proves Selen finance wants nothing more than to take my home and this is unacceptable. Something needs to be done! they need to be stopped!!!

Company response to consumer: Closed with explanation