Consumer complaint received 2021-09-01
Company: Selene Holdings LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
RE : Selene Finance LLP Account # XXXX For over a year, I have had issues with my mortgage company showing that I have missed two ( 2 ) payments and despite sending them proof to the contrary, they refuse to correct their records. Prior to this complaint, I filed a complaint ( Exhibit A ) with the New Jersey Division of Banking and Insurance ( DOBI ) and it claims not to have jurisdiction. Selene sent a letter to Mr. XXXX at DOBI ( Exhibit B ) which contained information that was inaccurate and on which it had not acted. See my response dated XX/XX/XXXX ( Exhibit C ) which was sent via Certified Mail. Selene responded on XX/XX/XXXX ( Exhibit D ) with what amounted to lip service. 
Summary : Late XXXX XXXX XXXX XXXX XXXX  ( Acct XXXX ) transferred the mortgage servicing to XXXX XXXX XXXX ( Account Number XXXX ). Effective XX/XX/XXXX XXXX XXXX XXXX transferred the loan to Selene Finance ( Account # XXXX ). 
XX/XX/XXXX, since I had a reduction in income and XXXX would not modify my loan, in order to prevent homelessness, I filed for Chapter XXXX with the first payment due the Trustee XX/XX/XXXX, and mortgage payments sent directly to Mortgage Servicer ( XXXX  at the time of filing ), also as of XX/XX/XXXX. 
Beginning in XX/XX/XXXX, and continuing through the current time, I have sent every monthly payment to XXXX  ( XXXX ) then to Selene Finance ( XXXX ) ( Exhibits 1 and 2 ). For unknown reason ( s ), and without authorization or instructions, Selene changed the name and address on the account to the attorney who filed my CHXXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, NJ XXXX. Accordingly, I was not receiving statements and Attorney XXXX could find no record of having received statements either. When I contacted Selene Finance, they refused to discuss MY account with me and told me that I would have to have my attorney contact Selene as they could not give ME any information. I then contacted my attorney ( Exhibit # 3 ) and Mr. XXXX XXXX sent Selene two letters, ( XX/XX/XXXX and XX/XX/XXXX ) Exhibits 4 & 5, advising it that it should communicate directly with me and that statements should be sent to me. Each payment that I made through XX/XX/XXXX utilizing a check was accompanied by a letter stating that no statement had been received for XXXX, XXXX, and XX/XX/XXXX. 
Resolution Sought : Selene has missed supplying monthly statements for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Further, I did not receive a statement for the payment that was due XX/XX/XXXX, although the payment was made. That statement should be dated XX/XX/XXXX. 
Selenes records still reflect that I have not made two ( 2 ) payments, even though it has been provided proof said payments were made and Selene deposited said checks which were presented to and honored by my bank. It is possible that due to the various transfers between Loan Servicers, something went awry but it is Selenes responsibility to research and resolve these discrepancies. 
I would appreciate resolution of these issues in a prompter fashion than Selene has been willing. 
Sincerely,

Company response to consumer: Closed with explanation