Consumer complaint received 2019-06-25
Company: Selene Finance LP
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Since the beginning of my home loan with Selene Finance every attempt to pay online, which they encourage, we have had trouble logging into their website. Every month seems to require that we contact them by phone, only to be told that my account was locked out. The previous month 's password doesn't work and after a few attempts the account locks but does not tell you. If I am able to get a hold of them they fix it back to usable. Every month the process takes several days. 

As we are in the middle of a refinance it has become necessary to make payments at the end of the month for closing strategy. We had trouble Friday, XX/XX/2019 with no notification of being locked out. After trying to log in as the week went on we called XX/XX/XXXX with no answer to assist us with the account. I received an E-mail notification over the weekend of XX/XX/XXXX that the password was now OK to be reset. We reset the password, made the payment on XX/XX/2019, then captured a screenshot for proof. 

Again we had to make a payment XX/XX/2019. The login with Selene Finance did not work with a known working password that was used for the month of XX/XX/XXXX. After multiple attempts with no notification of a lockout we were finally able to make a payment by phone with a customer service representative at the call center. 

Working on the refinancing we became aware of a late payment reflecting on credit for the month of XX/XX/2019. We began communication with Selene Finance to remove the incorrectly reported information. We requested to have them remove the inaccurate late reporting, but through a challenging process of supplying them information as well as not receiving any confirmation that the documentation we supplied was legible we wasted copious amounts of time. Their customer service was atrocious and we were never able to speak to an actual customer service representative from the bank. It was just the call center diverting us to deal with an Email address at the bank. The Email address at the bank never responded to the directions specified in our Email. We only received a template letter in the USPS mail a week after sending our Email correspondence. 

Our last communication speaking with Selene Finance once again instructed us to use the Email address provided and to ask that a real bank representative to call us. They said we might get a response. They did not call and the customary template letter arrived USPS mail along with the newest date on top. Each one of those letters reminds us that they have 30 days to work on it. 

One thing noticeable when reviewing all the information with the call center representatives they never repeated to us from the supposed documented process the information we formally submitted to them. 

This system used by Selene Finance has me running around in circles, wasting week after week and is costing my family a significant amount of money daily. Being unable to do business because of issues with Selene Finance 's technology always not working as well as not being able to talk to a manager in the Bank itself is not only stressful and extremely frustrating, it is actually unacceptable. It looks as if I am need of the CFPB 's help to reach Selene Finance to have them remove the incorrect credit reporting. That mistake in reporting is delaying what began as a simple refinance of a VA home loan.

Company response to consumer: Closed with explanation