Consumer complaint received 2018-09-17
Company: Selene Finance LP
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Selene finance took over our morguage note approximately 2 - 3 years ago from XXXX  XXXX XXXX. When this was done, we were not informed by either iinstitution that the morguage note had been sold/taken over, so for 2 months after the change, we still paid XXXX. 

We received a letter of demand and notification from Selene Finance that we were 2 months in arrears on our morguage payments and needed to pay immediately plus for the 3rd months payment plus late fees and other charges. Selene were advised that XXXX held our morguage and that they were being paid. After numerous calls we were informed that Selene Finance, a debt collecting agency, had taken over the morguage note. We had to give them the banking details as they insisted that they only take and process payments from checking accounts. This was done. We found out that when we made payments, they would take anything from 2 days to 7 days to process the payments, amd if process after the XXXX of the month, they charged a late fee, even though the payment had been made before the XXXX. These additional fees were rejected by us and Selene was informed of the date payment was made. 

We have been going through various issues with Selene Finance during the time they have held the morguage note but have been able to work the issues out with them to a reasonable conclussion most of the time, until end of XXXX. 

At the end of XXXX, XXXX, I was put in hospital, and was in hospital for several months. In XXXX, XXXX, while still in hospital, we contacted Selene Finance and informed them that we were not able to pay the XXXX morguage note but will pay it in XXXX along with XXXX 's note plus the {$25.00} late fee for XX/XX/XXXX. XX/XX/XXXX, we called in the payment for the 2 months, being an amount of {$1200.00} x2 plus the late fee of {$25.00}. XX/XX/XXXX, Selene Finance attempted to put through a charge of {$1200.00}, plus {$49.00} charge and not {$25.00}. The debit was rejected for insufficient funds. This caused the bank to charge us {$30.00} for return check fee and Selene then attempted to add an additional {$60.00} for return check fee. After numerous phone calls, and agreement reached that they would debit the bank the original agreed amount of {$1200.00} x2 plus the {$25.00}. That was agreed upon and was to have been deducted XX/XX/XXXX. Again after numerous calls to Selene Finance, the payment was finally processed XX/XX/XXXX. 

After this, payments were made as required and in good time. 
XXXX XXXX, XXXX, when we paid the morguage note of {$1200.00}, this was accepted, however, XXXX XXXX, XXXX, Selene Finance again processed a payment for the amount of {$1300.00}. When we called to query this, we were informed that the increase was due to an increase in the home owners insurance rates. To this date we have not received any form of notification from either the Insurance company or Selene Finance as proof of increase. 

XXXX XXXX, XXXX I was again put in hospital and was there for some time. The morguage note for XXXX was processed as usual without problem. XX/XX/XXXX, we called and informed Selene Finance that we would not be able to pay the morguage for XXXX as I was only being paid half pay. Being a shift worker, and being paid bi-weekly, our paychecks are not the same amounts each paycheck. We informed Selene Finance we would pay the XXXX and XXXX morguage notes in XXXX with the late fee for XXXX. We were informed that a note would be made on our file. 

XXXX XXXX, XXXX, Selene were called and notified to put through the payment of {$1300.00} 2 plus the {$25.00} late fee for XX/XX/XXXX. The payment was submitted by Selene Finance 3 days later, but not in the correct amount. Selene attempted to put through the {$1300.00} 2 plus {$64.00} plus to an amount of {$2800.00} XXXX. This was rejected by the bank and again we were charged a {$30.00} return check fee. Selene Finance also attempted debiting a second debit XXXX XXXX, XXXX for the same amounts. When we saw the second debit under the pending, Selene Finance were contacted and after a long argument and them finally acknowledging that a double debit had been put in, the second debit was withdrawn. We again contacted Selene and questioned to amount that had been attempted to process, and were informed of the values, which we disputed and reminded them of the call on XXXX XXXX, XXXX, and the agreed amount of {$2700.00} that would be debited. This was agreed to be right and would be debited again, and would be processed within XXXX hours. It was not. Again after numerous calls to Selene Finance the payment was finally processed XXXX XXXX. XXXX XXXX, XXXX. We attempted to pay the morguage note on line as we always did, but found that Selene Finance were showing an amount of {$1300.00}, {$60.00} return check fee, {$49.00} late fee, {$50.00} NSIF fee. Again Selene were called to query all these fees and a billing office supervisor was brought into call. The supervisor was extremely rude and arrogant and was adamant that the additional chargess were correct and needed to be paid. I did not pay the additional charges only paying the correct morguage amount. I then emailed the Finance Manager of Selene Finance, XXXX XXXX, XXXX. I told the manager everything as I have here. XXXX XXXX, XXXX, I again sent an email requesting a response to my previous email as no one had bothered to reply. XXXX XXXX, XXXX, I again called Selene Finance and spoke to a supervisor, XXXX, and explained the problems and issues we were having. I spent approximately 2 hours on the phone with XXXX, going over our account month by month from XXXX XXXX, to end XX/XX/XXXX. XXXX had kept note of every transaction and activity on the account. At the end of XXXX, XXXX, our account showed, according to Selene Finance transactions on the account Selene owe us in excess of {$2600.00}, which is almost 2 months morguage payments. XXXX did, while I was on the phone with her, put everything in an email which she then sent to the Financial Manager to persue and would advise me with in 7 days. To date, I have had no response to either of my emails, nor to the email with all the information which XXXX did and sent. XXXX also informed me not to make the payment for XXXX until Selene contacted me about the amounts outstanding that Selene Finance records indicate they owe me. 

I am concerned as it is the XXXX XXXX, XXXX and still have not heard anything from Selene Finance, amd am concerned that they will again send forclosure notices as they have done on several previous ocassions, or may just show up to forclose on our home.

Company response to consumer: Closed with explanation