Consumer complaint received 2018-08-30
Company: Selene Finance LP
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
This complaint is regarding Selene Finance : My mortgage was sold from XXXX to a company named Selene Finance effective XX/XX/XXXX. When my Mortgage transferred my loan was current. I had already sent my XX/XX/XXXX payment to XXXX when I received a letter in the mail from them saying that my loan had been sold to Selene Finance. I watched my bank account waiting for the check I sent XXXX to be cashed. On XX/XX/XXXX when my check still had not been cashed I called XXXX to check the status of my check. They claimed they did not have it, and suggested I call Selene Finance to see if it had already been transferred to them. She recommended that if they did not have the check that I should probably cancel the check as it may have been lost in the mail. I contacted Selene Finance and  spoke with a customer representative regarding my check. She stated that they had not received the check as payment for my XX/XX/XXXX payment, and I should check with my previous lender. I explained to her that I had already called them prior to calling Selene. I told her since they had not received my check that I was going to cancel the check, but I wanted to make a payment by phone for my XX/XX/XXXX payment. I made a phone payment in the amount of {$820.00} ( which was my payment amount ) by phone on XX/XX/XXXX, and was given a confirmation number. The money was withdrawn from my bank account on XX/XX/XXXX. 

On XX/XX/XXXX my bank account shows record where they tried to cash the cancelled check in the amount of {$820.00} that XXXX had sent them, but shows where it was rejected. The {$820.00} was taken from my account but immediately returned to my account. 

On XX/XX/XXXX I did not have stamps to mail my check for payment so I went online to submit my XX/XX/XXXX payment. I made a payment in the amount of {$820.00} online. I received a confirmation number. The money was withdrawn from my bank account on XX/XX/XXXX in the amount of {$820.00}. I received a letter in the mail dated XX/XX/XXXX confirming my ONE TIME DRAFT for my loan in the amount of {$820.00} draft date XX/XX/. 

I received a notice in the mail stating that my escrow was going to go up. I had the option to send in the difference of {$58.00} or have my monthly payment go up. I chose to send in a check in the amount of {$58.00} to keep my payment the same. I mailed the payment in the middle of the month, and it was withdrawn from my account on XX/XX/XXXX. 

I mailed my check in the amount {$820.00} for my XX/XX/XXXX payment in late XX/XX/XXXX. The check was cashed from my bank account on XX/XX/XXXX for the amount of {$820.00}. 

I noticed on my statement that I sent in for my XX/XX/XXXX payment that it showed I owed for two payments instead of one, so I placed a call to Selene Finance on XX/XX/XXXX. I spoke with both a representative and a supervisor. I gave the supervisor all of my confirmation numbers along with the dates that payments were made. I told her that they had my loan since XX/XX/XXXX so that means I have had two prior payments which were made, and one due for XX/XX/XXXXwhich was in the mail. She looked at the information and told me she could see where I had made those payments, and was not sure why it was saying I was past due. She told me that she would email the cash department, but it would take up to 48 hours to resolve the issue. She told me she would call me back in a few days. 

I received a call back on XX/XX/XXXX, saying that she heard back from the cash department and everything was good. I just needed to have my XX/XX/XXXX payment. I told her they should be receiving it any day, because it was already in the mail. ( What I didn't realize was they had already posted the check to my account, and they did not resolve my issue ). 

XX/XX/2018 at XXXX XXXX I received a call from Selene Finance informing me that my XX/XX/XXXX payment was past due. I explained to the representative that I had made all of my payments on time. I gave her the confirmation codes. She stated she thought they were holding my payment because it wasn't for the full amount because due to a shortage in escrow my payment had gone up. I explained to her that I made a payment to escrow and that check had already been cashed. She stated that the escrow check had not been allocated correctly, and they would look into this. 

XX/XX/XXXX I received a notice in the mail dated XX/XX/XXXX that stated " It has come to our attention that while your account transferred to us as a current account, you are now due for one or more mortgage payments ... '' I called Selene Finance and asked to speak to a superior to I was put on hold. I waited on hold for 27 minutes. The representative came back on the line and said they had been asked to get the information of those waiting on supervisors because one was not available and the customers would be called back. I requested to continue to wait to speak to someone. She put me back on hold. She came back on the line and said they were told to disconnect all calls still on hold. I asked if the supervisors had supervisors and was given the number for the main corporate office. I attempted to call the main corporate devision in Texas at XXXX at XXXX XXXX that same evening. The call got disconnected. I attempted to call again at XXXX XXXX. I was told the supervisors were busy, and they would be sent an email to call me back, but it would probably be the next day because they were close to closing. 

On XX/XX/XXXX I missed a call from Selene Finance. I called them back at XXXX XXXX the call was to tell me that I was late on my mortgage payment. I explained to the representative my payment information with confirmation numbers. She directed me to another supervisor who said she would email the cash department and the Escrow department with the information. 

XX/XX/XXXX I missed a call from Selene Finance while I was at work, but was not able to call them back after work that day. 

XX/XX/XXXX I called Selene Finance at XXXX XXXX the representative said he would follow up with the supervisor I spoke with on XX/XX/XXXX. I was put on hold, but that supervisor was not available. He stated that she would probably call back on Monday or Tuesday, but did not want to call back before it was resolved, and that it looked like it was close to being resolved at this time. 

XX/XX/XXXX I received a call from Selene Finance to tell me that my payment was past due. I immediately requested to speak to the supervisor that I had spoke to last week, and gave them the name of the supervisor. That supervisor was not available, and I was asked if I wanted to speak to a different supervisor I said yes. I spoke with a gentleman and explained all of my payment information and confirmation numbers. He said that the records he was looking at showed they had two reversed payments. I stated the only payment that was credited back to my account was the canceled check that was originally sent to XXXX. I explained that I had made my XX/XX/XXXX payment by phone when Selene Finance stated they had not received the check. Since I had canceled that check before they tried to cash it the funds were sent back to my account. He stated that my phone payment was also reversed, but I told him no money had been sent back to my bank account for that payment. He asked me to send a copy of bank record to the customer service email which I did while I was on the phone with him. He stated that he was emailing the cash department and the Escrow department ( because according to the automated message about my account my payment is {$820.00} now instead of the {$820.00} ).  He wanted to confirm with the Escrow department that they reconfigured my payment after receiving the escrow payment of {$58.00} which he said did in fact post to the Escrow account. He stated that i probably would not get resolved till Friday XX/XX/XXXX. I stated my displeasure with this since my XX/XX/XXXX payment would be due, and I did not want the same issue of them saying my account was fine after receiving that payment and not fixing the issue like they did the prior month. 

XX/XX/XXXXI called Selene Finance to check on the status on getting a resolution to the issue of them showing I am behind on a payment when I am not behind. I spoke with a representative who put me on hold to talk to a supervisor. Instead of transferring me to a supervisor she came back and said she spoke to one, and that the supervisor was going to send an email to check on the status of the issue. She confirmed with me that I sent the email with the bank statement. She told me to call back tomorrow or Monday to check the status again. 

Selene Finance has held my loan since XX/XX/XXXX. I have had 3 payments due one for XX/XX/XXXX, one for XX/XX/XXXX, and one for XX/XX/XXXX, plus an escrow payment. I have the confirmation numbers for each payment and the bank copy of the XX/XX/XXXX payment check and Escrow Checks that were cashed by them. The continue to say I am behind on a payment when they have held my loan for 3 months and have received 3 payments. When I log into my account online, and look at the payment history it shows 5 payments made ( I only made 3 ). When I look at my loan payment statements that I have received in total it shows 5 payments made and 2 reversals of payments made. This adds up again to 3 payments made. I have been trying for a month to get a resolution to this with increasing frustration. At this point there is still no resolution.

Company response to consumer: Closed with explanation