Consumer complaint received 2022-01-05
Company: Selene Holdings LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My two loans with XXXX XXXX were transferred to XXXX XXXX  in XXXX. They had both previously been in XXXX related HOLD ( forbearance ), but monthly payments had resumed months ago, and both loans were current as of XX/XX/XXXX. My two complaints are : ( 1 ) .XXXX  is erroneously charging me for insurance that has continuously been in place since XXXX and ( 2 ) Selene claims that I am {$38000.00} past due on loans that my previous loan service provider, XXXX XXXX XXXX supposedly placed at the end of both loans. The second problem is my main concern, but both are obviously important. I am attaching proof that insurance has ALWAYS been in place on both loans and the COVERAGE on both condominiums was acceptable to XXXX XXXX. 

When I went to make my XX/XX/XXXX payments, you can imagine my astonishment to see my accounts were {$38000.00} past due. That total seems to be what two the Forbearance amounts would equal. An amount that I was assured from XXXX XXXX had been placed at the end of the loans. That procedure, as you know, is commonplace for people coming out of Forbearance. BTW, the primary signature on this loan is my wife who currently has an XXXX XXXX score and is desperately afraid of the credit consequences from not making these {$38000.00} past due payments. 

It is virtually impossible to get a XXXX representative to acknowledge this problem. There are no supervisors ever available and the average wait time is 20 minutes. Their on line complaint box will only hold 150 words ( really ) and it is impossible to adequately convey my problem. I have asked for a Supervisor call, but none received. 

I assumed that XXXX XXXX, per our ongoing year efforts which included both written and verbal authorizations, had placed the amounts at the end of the loan as promised. Now that they ( XXXX XXXX ) no longer have the loan, discussions about previous commitments and dialogue are no longer available. This is the perfect storm and I swear I do NOT think it is unintentional. 

My few dealings with XXXX have been brutal. As mentioned, they forced insurance on both loans although the ONLY time I was notified, I responded immediately with proof of insurance. Whoever is reading this, and I assume skilled in loan processing company practices, please ask yourself what are the odds/chances that both XXXX XXXX loans were sold to XXXX with NO insurance coverage on either property? Also, how could the loan be sold ( XXXX ) WITHOUT proper paperwork? Is this not what got these Loan Service Processing companies in trouble back in XXXX and XXXX? For the record, I am attaching proof of insurance. Although, as you can imagine, this itself is a big problem, my main concern is the {$38000.00} past due that came out of nowhere. 

In summation, thank you for giving me enough space to plead my case. It is my honest opinion, that XXXX is the " Dirty Work " processing company that loans are transferred to when there are unanswered questions that have sat too long. XXXX takes a position favoring the Investors and bullies its customers. PLEASE HELP

Company response to consumer: Closed with explanation