Consumer complaint received 2020-02-21
Company: Selene Holdings LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On or about XX/XX/XXXX, our loan servicer changed from XXXX XXXX XXXX XXXX to Selene Finance LP. 

Despite this transfer, both Selene and XXXX failed to send us a " notice of servicing transfer '' as required by 1024.33 ( b ) of Regulation X, the Real Estate Settlement Procedures Act. 

Up until late XXXX, XXXX, we did not receive any periodic billing statements from Selene as required by 1026.41 of Regulation Z, the Truth in Lending Act. 

As of today 's date, Selene has not sent us a notice of debt as required by section 1692g of the Fair Debt Collection Practices Act, depriving us the opportunity to demand validation of the alleged debt. 

Selene has repeatedly called my phone, often leaving scripted voicemails. At no time did Selene state in its communications that it is a debt collector, in violation of 1692e ( 11 ) of the Fair Debt Collection Practices Act. This is troubling, because Some examples of voicemails we have been left are below. 

" This message is for XXXX or XXXX XXXX. This is Selene Finance. Please give me a call back XXXX. '' " This message is for XXXX/XXXX  XXXX. This is XXXX from Selene Finance. Please return the call the number here is XXXX. '' " This call is for XXXX or XXXX XXXX. This is Selene Finance. Please return my call. The number is XXXX. '' We did not call them back for a long time because we did not know who they were. 

Although we are not entirely sure how or why, it appears at some point during the loan transfer process our home address was changed by XXXX or Selene to an address that we never lived : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, California XXXX A simple internet search would show that this address belongs to XXXX XXXX XXXX XXXX. What is troubling is that it appears that Selene DID have our correct address on file, but chose not to send documents to it. Despite repeatedly telling Selene that it had the wrong address on file as early as late XXXX, XXXX, Selene did not bother to update our address until 2 1/2 months later on XX/XX/XXXX. To date, we have received one mortgage statement from Selene, dated XXXX, XXXX. We also believe that the Selene is attempting to collect an incorrect amount. 

This is incredibly troubling to us because having a loan in default, these errors have crippled us and will likely prevent us from obtaining resolution with our loan that will allow us to stay in our home. Quite frankly, this is devastating and Selene 's responses have been even worse.

Despite multiple requests, and assurances from Selene 's attorney, Selene continues to refuse to send us the documents and information that they are legally obligated to provide us. We have escalated the loan internally and have contacted the investor, XXXX XXXX to report mortgage servicing fraud/negligent servicing with Selene ( XXXX recently acquired Selene ), however, XXXX has refused to do anything other than to escalate the account with Selene, but most recently, XXXX has stopped communicating with us as well. 

Separately, I also want to provide information from a very troubling phone call that occurred on or about XX/XX/XXXX with Selene. This call was our first communication with Selene. 

During the call the, the customer service representative asked me what our intentions are. When I told him that our intentions are to stay in our home, he stated that the best way for that to happen would be for us to stop defending the foreclosure ( that has been going on for almost 8 years ) and allow Selene to obtain a default judgment against us. This, he said, would show Selene that we are working in good faith and we would likely obtain a modification with better terms than what would be offered to us otherwise.

Company response to consumer: Closed with explanation