Consumer complaint received 2022-08-05
Company: Selene Holdings LLC
State: WY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I live in XXXX, Wyoming I have lived in this home for 26 years. 
I have refinanced this home a couple time since I have a regular 30 year loan that doesnt have a Federally backed name attached to it. 
My mortgage was current and my credit decent at the beginning of this story Bank XXXX XXXX serviced my loan for over 10 years until XX/XX/XXXX. 


In XXXX I was given a loan modification to reduce my payments because I had become unemployed. 


As I began the trial period making those payments XXXX affected my ability to work even more difficult. Money was getting tight and I accepted the forbearance option. I was told that the amount amassed while in forbearance would be deferred until the end of my loan or upon selling the house. 


When my loan came out of forbearance I received a statement requesting both the modified payment and the lump sum total from Bank XXXX XXXX. When I called to make a payment they told me the amount due was the modified payment amount, so I paid that. 


I got another statement with the lump sum total. When I called Bank XXXX XXXX I was told I needed to request a deferral. I asked for the paperwork to do so. 


When I wasnt sure if the paperwork I received was the right form I called Bank XXXX XXXX. This time I heard I could not have XXXX modifications in the works concurrently. I preferred the lump sum be deferred, and was advised that after approval of the deferral I could request the modification of payments again and it would likely get approved, and if I wanted that deferral now I needed to write a letter stating that I did not want the modified payments in order to request the deferral. I wrote that letter and they received it. 


I made another payment or XXXX of whatever amount they were asking for. In XXXX or early XXXX I realized I had not gotten my mortgage statement and knew it was due, so I called Bank XXXX XXXX. They told me that my loan had been sold to Selene Finance, and connected me to them. 


I was on the phone with Selene finance for over XXXX minutes before the call was disconnected. Most of it spent in silence and without a callback. When it began they requested the lump sum total. There was no other option offered. I explained the situation, and then said, are you there every XXXX minutes. 


The next couple calls I made I explained the situation. I always offered to make my monthly mortgage payments. I was told I could do that. At one point I was told I received the paperwork needed to ask for the deferral I thought I had. I only got were notices saying I had requested paperwork, more calls were made on my end one of them saying to wait to do anything until my State approved the post Covid-19 assistance program. Finally I was connected to someone who directed me to the paperwork before that call was also disconnected without a callback. 


I completed the forms and gathered multiple documents that were requested and submitted them through XXXX XXXX I heard nothing, so I called them again after a guy was parked outside my house taking pictures and my boyfriend confronted him to discover he was doing so for a foreclosure. This was when I learned that I had submitted a blank application, but all my other stuff had been received, so my modification requst had been denied. On my end the one submitted was complete. I opened up gthe documents, but this time I faxed it in. 


A month later I was denied any modification and given XXXX options that would force me out of my home. I wrote a long letter requesting an appeal. 


That appeal was denied, and that was around the same time I heard that I probably wouldnt have any options at all because I was unemployed. I could prove I had money in the bank to pay that amount, but it was all I had, and I am in a situation where I cant work, which makes thinking about finances terrifying. I have applied for XXXX, but it is a slow process. I sent Selene my application for XXXX with my application. 


I got a letter from Selenes attorney stating that I owed the full balance of my loan. I wrote to them ato address the situation. They told me to call Selene. I did so once again and heard I was out of options, but paying the lump sum, and the amount I was behind now in addition to it. I offered to pay the amount that had accred since the end of the forebearance right then, but was XXXX it wouldnt matter if I did. 


For the first time Selene attempted to contact me, but the calls were happeneing while I was still asleep and there were no messages left, finally they called when I was awake and I answered. I explained the story again to another new person, and this one made me feel like a paranoid psycho by asking if I really thought that there was a calculated and pointed vendetta against me formulated by my loan servicers. I told him I assumed I was an oversight. When I asked if they had the information from Bank XXXX XXXX about my loan status at the time they aquired my loan. He told me I could call Bank XXXX XXXX and get it for them. Finally I was given the advise to recomplete and submitted the exact same thing I had done to buy myself 30 days, but he inferred that I would not have another option after that than pay the lump sum and thereafter. He offered to send me the paperwork. I offered to pay the thereafter amount again. 


I applied for homeowners assistance funds and had the HUD counseling meeting. I actually got a really bad case of Covid which delayed my completion of that paperwork. I submitted the inital stuff and then a much more detailed application with multiple documents. A few days later the HUD XXXX said that my digital signature XXXX  not work, and I needed to resubmit my documents with my handwritten signature. I offered to fax them, not realizing how many pages were involved once printed out. I decided to just drop them off. I put them in an envelope and wrote my name and number on it in case it was at the wrong place. I had a message a week later saying I had indeed gone to wrong place. 


I emailed my HUD contact, but he was on vacation and didnt see my email. I learned this when I called after not hearing from him. 


I took that paperwork to the right place and gave it to him.The HUD contact called yesterday and said I needed to fill out the XXXX application, and that he would be a third party with me while I called XXXX to discuss the situation. He also said I would probably need to pay the lump sum. 

I have been offered no other options, but to make a lump sum payment that goes up in total very month. 

I have about XXXX emails from me to XXXX, but outlook is being fussy. They haven't worked coming to me only saying they were received.

Company response to consumer: Closed with explanation