Consumer complaint received 2022-02-11
Company: Selene Holdings LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have made several attempts to receive assistance with account # XXXX, but to no avail. In XXXX we received notice from XXXX XXXX XXXXXXXX, our former mortgage servicer, that the account was being transferred to Selene Finance on XX/XX/XXXX, and that future payments should be remitted to Selene Finance. After receiving notification from Selene Finance with an account number, I contacted Selene Finance to obtain payment and remittance information. I was told I would have to wait because XXXX had not yet uploaded information into their system. I was eventually able to set up online access, and noticed that the account information was completely wrong. The account status reflected on XXXX XXXX website is totally incorrect and we have been unable to receive any assistance to have it corrected. After receiving the transfer notice from XXXX XXXX XXXXXXXX and waiting several days to receive information from Selene Finance regarding how to submit payments, we initiated contact to Selene Finance. Since XX/XX/XXXX, I have made 21 phone calls to Selene Finance. I have been able to speak with someone 4 of those times. Two of those times I was told there was nothing anyone could do because the loan information was not yet in XXXX XXXX system. One of those times, I was told we needed to do extensive paperwork to start a modification process. I was told by another representative to ignore the paperwork because Selene Finance is just waiting on documents from XXXX XXXX  XXXX so the modification in place with XXXX XXXX XXXX  could be honored by Selene Finance. Today I received a letter from XXXX XXXX, at Selene Finance, along with loan modification paperwork stating I requested a loan modification from Selene Finance to prevent my defaulted loan from going into foreclosure. I have never requested a modification through Selene Finance, and the loan is not at risk of going into foreclosure. We already had a modification in place with XXXXXXXX XXXX XXXXXXXX, which Selene Finance is obligated to honor. I have tried numerous times to get Selene Finance to correct the account status and account information. At this point, Selene Finance is in direct violation of the CARES Act. The CARES Act prohibits a loan from being reported as delinquent and from going into default status for COVID deferred payments and during a modification. 

# XXXX. From XX/XX/XXXX to XX/XX/XXXX the account was in forbearance related to COVID. 

# XXXX. Upon our termination of the forbearance, we were offered options to pay the amount deferred during forbearance. We were provided with a trial loan modification ( the document was mailed and emailed to Selene Finance ), which provided an amount of {$1900.00} to be paid XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We made those three payments as instructed. We were then told we would receive the final loan modification document with the exact amount for ongoing payments, which would likely be the same amount as the three trial payments. Shortly thereafter, we were informed the loan had transferred to Selene Finance, which brings us to the current situation. 

# XXXX. Selene Finance is wrongfully reporting the account status and refusing to correct it. Selene Finance is attempting to force us to complete loan modification paperwork, which includes hardship paperwork. This is a violation of the CARES Act because there is no existing hardship, we already have a modification in place, and the CARES Act prohibits requiring proof of a hardship anyway. We have inquired about making payments multiple times, but are unable to because Selene Finance has the account status wrong. 

At this point, I have no faith that Selene finance is even making any effort to correct the account status to reflect accurate information. I was told that Selene Finance is waiting on documents from XXXX XXXX XXXX but XXXX XXXX XXXXXXXX says they have already sent all documentation to Selene Finance. We have sent a letter, which is attached here, to Selene Finance via USPS mail to two different locations, and also emailed the letter to Selene Finance. The letter included detailed account information and documentation verifying the COVID deferments, as well as the modification information. It has been over a month since the account was transferred to Selene Finance and there has been no effort by Selene Finance to correct the account. It has simply been a barrage of documents and letters from XXXX with incorrect account information. Selene Finance has chosen to ignore the information provided to them and continues to maintain an erroneous account status. Selene Finance has been notified numerous times and via multiple ways that the account information and account status need to be corrected. Selene Finance increased the principal account balance from what the previous servicers statement reflected by almost {$7000.00} ( seven thousand dollars ) and even added over {$28000.00} ( twenty-eight thousand dollars ) in interest to the account, covering a one-month period. Selene Finance increased the account balance by almost {$46000.00} ( forty-six thousand dollars ) over the previous servicer 's statement. Not only is Selene Finance willfully violating the CARES Act, by all indications, Selene Finance is engaged in deceptive mortgage tactics intended to cause harm.

Company response to consumer: Closed with explanation