Consumer complaint received 2022-07-16
Company: Selene Holdings LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, my mother, XXXX XXXX XXXX passed away. It was a devastating time for my family and me and we are still grieving the loss of my mother. A week before her passing, we had a significant water leak in the upstairs bathroom which caused damage to a portion of the living room ceiling and traveled down into the basement. In preparing to lay my mother to rest, I had contacted the home owners insurance to report the damage and had to pause to finalize my mothers funeral arrangements. After my mothers funeral, I reached back out to the insurance company and found out that my mother had a basic policy and it did not cover the water damage. I was beyond devastated and had to find an outside contractor to fix the damage. I had to save up the monies for the contractor and in the meantime, we found out that black mold was starting to grow in the walls. I had to move out of the house because I have a XXXX XXXX XXXX which would have been a serious health issue for me. I moved back into the home on XX/XX/XXXX, and the house is still under renovations but livable. 

I am writing because there has been an issue with my mothers loan, and I was hoping you could assist me in taking care of it. The problem is during the year XXXX, I was paying rent for a condo and the mortgage for the XXXX XXXX, MD home and utility bills for both residences and my other bills. I called Selene Finance to inquire if I could do a loan modification in XX/XX/XXXX and I submitted the necessary paperwork and accompanying attachments on XX/XX/XXXX. I received a letter dated XX/XX/XXXX ( enclosed ) of a Repayment Agreement as the first step toward retaining the home. The enclosed repayment agreement stated that to keep the account current, I would have to pay Selene Finance LP the amount of {$6500.00}. This amount would be paid on a payment plan of {$1700.00} per month for six months starting on XX/XX/XXXX, and ending on XX/XX/XXXX. I sent a Cashiers Check each month for the payment amount and sent it overnight mail by the United States Postal Service to make sure that the payment was received by Selene Finance on time. 

I sent the last {$1700.00} payment on XX/XX/XXXX, to make sure that it arrived at Selene Finance by XX/XX/XXXX. Starting on XX/XX/XXXX, I started receiving certified letters of Notice of Default and Intent to Accelerate from Selene Finance stating that the XXXX and XXXX mortgage payments were not received. I have already taken the following steps to rectify the problem, but to no avail : 1. On XX/XX/XXXX, at XXXX am, I called Selene Finance and talked with XXXX, a representative, and explained the situation. XXXX looked into the system and told me that she saw all of the payments in the amount of {$1700.00} that was received each month. She said that she does not understand why I received the certified letters and she also when through all of the calculations for each payment and said that they were paid according to the repayment plan. She also said that whoever did the calculations gave the incorrect outstanding balance amount. The balance amount was supposed to be over {$8400.00}. All of the {$1700.00} payments that I made actually equaled up to {$10000.00} in which I overpaid the amount of the outstanding balance. XXXX said that she would send an email to the Loss Resolution Department to have the account corrected and updated. The call lasted for 56 minutes. 

2. I received a second certified letter of Notice of Default and Intent to Accelerate from Selene Finance stating that I owe {$2000.00}. For the XX/XX/XXXX mortgage payment. I called Selene Finance again on XX/XX/XXXX, and was connected to XXXX. We talked for about 2 minutes until she hung up on me. I call back and was connected to XXXX. I told him about my situation and she too couldnt understand why the system is still stating that the XXXX and XXXX payments were not received. XXXX talked with her manager and they both could not understand why the system was listing the loan as 2 months past due. I asked her three times the same question : Since the XXXX mortgage payment is coming soon, what amount do I send the Cashiers Check for? She told me to send the regular mortgage amount of {$1300.00} and that is what I sent on XX/XX/XXXX, by Overnight Express Mail by the USPS. XXXX said that she and her manager had to do some research to see what was the issue and she would give me a callback. I asked if someone would call me back that day and she said that it would be by the end of the day of XX/XX/XXXX or within 24 hours. As of todays date, I have not received a return telephone call from XXXX or her manager. The call lasted for 47 minutes. 

3. I received yet another certified letter of Notice of Default and Intent to Accelerate from XXXX stating that the XX/XX/XXXX mortgage payment was not received and I did not receive a return call from XXXX, I called Selene Finance yet again and was connected to XXXX on XX/XX/XXXX. I explained to XXXX about the mortgage situation and he did the exact same thing as the other representatives. He checked the system and went to his manager to see if they could find out what the problem was and he came back and said that there was a miscalculation about the outstanding balance and that the correct amount should have been over {$8400.00}, but he sees in the system that I paid a total of {$10000.00}. XXXX said that I abided by the repayment plan and have paid each payment as stated. He went to his manager and came back and said that he would request payment research because he did not understand why the account is stating 2 months past due when it should be up to date. The call lasted for 53 minutes. 

4. On XX/XX/XXXX, I called Selene Finance again and was connected to XXXX and I told her my situation for the fourth time. She went into the system and saw that the payments were made according to the Repayment Agreement. She did the calculations as XXXX did before and said that all of the payments were applied to the mortgage account and that she did not understand why the system is listing the account as 2 months past due. XXXX stated that she would send an urgent email to the Loss Resolution Department to research why the system is listing the account as past due when it should be listed as up to date. XXXX told me that I should not be receiving the certified letters and she went to her manager and the manager was dumbfounded also. The call lasted 37 minutes.

5. On XX/XX/XXXX, I received a certified Notice of Intent to Foreclose package from Selene Finance. I became very upset because I have talked with four representatives before all saying that they would do some research and send emails to the appropriate Loss Resolution Department and would call me back. I also received a letter from the Maryland Department of Labor, Office of the Commissioner of Financial Regulation regarding the Notice of Intent to Foreclose ( NOI ). I called them and told them how I can not get anyone at Selene Finance to fix this problem and they told me to submit a complaint which I have. 

6. On XX/XX/XXXX, I called Selene Finance for the fifth time and was connected to XXXX. I told him the situation in which he went into the system and told me that the department that sent out the repayment plan letter miscalculated the outstanding balance and that I still owe now over {$4000.00} for the two months that are past due. I told him that is incorrect and he said that I would have to submit a loan modification package which was included in the Notice of Intent to Foreclose package. I told him that I have talked with four representatives before him and all four told me that I completed the repayment agreement and that I was up to date. I asked to speak with a manager and he put me on hold which I was on hold for 21 minutes, 20 minutes, and 15 minutes. He came back and said that his manager had my information and she had to review it and contact some offices and she would call me back. I asked XXXX if she was really going to call me back and he said that she is really good about returning telephone calls the same day. I told him I will hold her to that and we ended the call. As of today, XXXX manager, XXXX XXXX has not returned my call. The call lasted for 56 minutes. 

I can not seem to get anyone to work with to rectify this situation so I am reaching out to your office in order to fix the problem. I am attaching the following documents in order to expedite the process.

Company response to consumer: Closed with explanation