Consumer complaint received 2018-09-19
Company: Selene Finance LP
State: OR
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I have been battling Selene Finance since XXXX of XXXX when my loan was sold to them. I have filed a prior complaint # XXXX with the Consumer Financial Protection Bureau. Since I have been with Selene, they have over charge my account multiple times. I have worked diligently to get the problems corrected. In my last complaint ( XXXX ), I talked about how they took 2 payments from my account in XXXX of XXXX, and after I requested that they send the extra payment back to my account as they should not have taken 2 payments. They ended up refunding 2 payments. I sent the extra refund back to them in the form of a check. In the meantime, Selene was using strong are scare tactics against me. I called multiple times, and worked with a Supervisor XXXX asking why Selene Finance said I was still delinquent on my accounts. Selene was showing that they refunded my account three times, I provide back statements to show otherwise. They would not listen to what I had to say. They would not look at my emails. They would not tell me where they sent the third refund. XXXX would hear back from the cash department, forwarding on that message that it is what it is and there was nothing more to do. I asked 5 times for Selene to provide me with the proof that the sent me three refunds. After I complained to the Consumer Finance Protection Bureau, Selene Finance sent me a certified letters saying that if I did not settle up on my delinquent account, they were going to proceed to foreclosure. They also sent someone out to do a home inspection, and sent me an invoice for {$15.00}. This should have never happened! It was only after the Selene Finance responded to my original complaint that they were able to tell me where the 3rd refund went. In their response to the Consumer Financial Protection Bureau, Selene said they had been holding on to it because there was no clear instruction from me on where they should sent it ( XX/XX/XXXX pending funds to be wired ). This is not true. I called every day for weeks, I had the supervisor XXXX and she sent emails, all asking where the 3rd refund was. They would not respond. They reversed the late charges, because I should not have been charged them in the first place. It was Selenes fault they were misapplying my payment as the different departments do not communicate. My new complaint is trying to get them to apply the money they are holding to my account. And reverse a bogus inspection fee of {$15.00} because they were saying I was delinquent on my account and they were going pursue foreclosure when they had the money the whole time. I sent an email on XX/XX/XXXX telling them that I wanted that refund of {$1700.00} they are holding to be applied to my account. Additionally, the {$15.00} fee that they are charging me for sending an inspector out to my home, needs to be reversed. All of this mix up has been Selenes fault. I have done everything on my part to correct the situation, short of flying to Texas and walking into Selenes corporate office and moving the money myself. I call down to Selene to get this resolved, and I am told I have to speak with a supervisor. I ask to speak to XXXX or any supervisor or the CSR XXXX at extension XXXX, to try and get them to move the funds back to my account. I am always told that no one is available, and they will send an email to have someone call me. It has been over a week, and no one has returned a call. I want my account fixed, the {$1700.00} need to be applied back, the {$15.00} inspection fee needs to be reversed. It is not my fault that Selene Finance can not get their stuff together. I have attached a copy of my original complaint, and Selenes response as well as my emailed request, invoice for the inspection, and the certified letter they sent threatening foreclosure.

Company response to consumer: Closed with explanation