Consumer complaint received 2022-03-29
Company: Selene Holdings LLC
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am submitting this grievance/complaint to have Selene Finance investigated for shady business practices and subsequently have FALSE AND INACCURATE reporting on my credit report deleted. This company has numerous complaints on XXXX  from consumers like myself who have been misled and/or misinformed. I would like a formal investigation opened against this company - I truly feel being in a position of power, they are purposely misleading and taking advantage of consumers like me. 

My credit history itself will speak to the fact that I have been working hard to maintain an excellent credit score and payment history, and how important it is to me Recently, we were having some financial hardship due to the pandemic, so we decided to call Selene Finance on XX/XX/XXXX and inquire about forbearance and how the process works. From the onset of the call, I clearly expressed to the agent that my two priorities were to keep my home and not have any negative reporting on credit before I would move forward with the process. I expressed those concerns multiple times during that initial call and articulated that I would not be proceeding unless I knew for sure this would not be reported to the credit bureaus, and she assured me they will not be reporting to the credit bureaus for as long my account was being reviewed and a decision was made. I also inquired about the process and length- which she told me would take about 15 days for a decision ; I called multiple times thereafter to follow up on the status of the request- including XX/XX/XXXX ( XXXX  ), XXXX ( XXXX ) , XX/XX/XXXX, XX/XX/XXXX ( XXXX  ). 
The first 3 times I called including my initial call, I was told I did not need to submit any paperwork and someone would contact me if anything was needed. By the 4th time the agent asked if I had a Uniform Borrower form, which I explained to him that all other agents I spoke with prior advised nothing else was needed. on XX/XX/XXXX I submitted the completed form with all supporting documents. the following Friday on XX/XX/XXXX I called to check on the status at which point I was told my " modification '' was denied on XX/XX/XXXX. The agent could not provide any details as to why- and said I should receive something in the mail explaining why. When I questioned why the account was being considered for modification and not the forbearance I requested, he told me my account was always being reviewed for a loan modification as they had to stop offering forbearances as of XXXX. Please note I had spoken with 3-4 other people prior to that to check on the status of the forbearance request and no one has informed me until then this was no longer being offered. I inquired why the " modification '' was denied, he informed me that information was not yet available on the account. When i then asked why I wasn't contacted, he informed me " we do not call, you should be receiving something in the mail ''. Once again, contradictory to other agents I previously spoke with that informed me someone would call me if they needed any additional info or with a decison. When I finally asked to speak with a manager and was left on hold. 

If that wasn't enough with the way they handled my account and all the conflicting information, today, XX/XX/XXXX, I received notification that my account was in fact reported to the credit bureaus- when the agent assured me that would not be the case. I called and spoke with XXXX different people who I felt were giving me the runaround and refused to correct the mistake : XXXX dropped the call after I requested to speak with a supervisor. XXXX and XXXX XXXX who have both told me sorry I was given incorrect information, basically told me I can open a dispute with them but no guarantee what the outcome will be and it will take 30 days to review. Also, please note XXXX and XXXX both whom I spoke with today on XX/XX/XXXX told me my account was still being reviewed until XX/XX/XXXX for a FORBEARANCE- which is contradictory to what the agent told me on XX/XX/XXXX. As I am sitting here filing this complaint, I received a letter, stating my application is complete and a decision will be made by XX/XX/XXXX. 
They can not keep their stories straight and give out misleading and conflicting information- I feel like being in a position of power, this is purposely being done to defraud their customers- their business practices are very shady and inconsistent. THIS IS A FORMAL REQUEST to file a grievance against Selene Finance and have this company fully investigated so that no other consumers have to be subjected to their unfair and shady practices. 

PLEASE HELP! This should have never been reported and needs to be deleted. Their calls are supposed to be recorded ; XXXX confirmed they have a recording of the XX/XX/XXXX recording. All their calls are supposed to be monitored and recorded, so it should be an issue for them to provide the recording from XX/XX/XXXX when the agent told me my credit would not have been impacted. If the recordings are suddenly missing, that should be further proof of their questionable and scathy practices. 

Please take the time to review this company and possible other disputes from other customers like myself who were misled. 

P.S. I have also submitted a complaint with XXXX and the XXXX- as I feel this is of great significance and they should be investigated

Company response to consumer: Closed with explanation