Consumer complaint received 2019-01-08
Company: Selene Finance LP
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX I was contacted by whom I thought was Selene Finance rep named XXXX XXXX ( miss heard the name it was XXXX XXXX ) XXXX & XXXX and he was contacting me to qualify us for a Home Affordable Grant. That he was in the loan modifying department. At this time, he wanted to verify our information he gave me mine and my husbands full names, our ss #, home address, loan #, loan XXXX contact # 's and my email address. 
Said that if we qualify, he could bring our mortgage rate from 4.25 % {$1000.00} to 2.5 % {$830.00}. 

He asked to put me on hold while he qualified us, after a few minutes he returns and said that we qualify and that I needed to make my first payment. I told him that at this time I wouldnt be able to because I had already started paying monthly bills, he asked to put me on hold again, came back on and asked how much I could pay to hold on to the grant. I said I could pay {$200.00} and he asked when I could pay the balance. I told him theXX/XX/XXXX. He then put me back on hold to check and see if he could do this, then came back on and said if I could make the payment today XX/XX/XXXX of {$200.00}, he could hold the grant for us. I asked how I would pay and he said to hold my grant I would have to go purchase I XXXX XXXX XXXX Prepaid/Debit card. And call him back asked me how long it would take me to do this, I told him a few hours. We made a time of XXXX where I would call him back on his direct line XXXX. I went to the store XXXX and purchased card for {$200.00} and called XXXX, another man answered and told me he was in a meeting he asked for my number and name so he could have XXXX call me back asked him his name he told me XXXX XXXX gave him my info. About an hour later I received a returned call from XXXX he took payment info put me on hold and came back with a confirmation # XXXX. 

XX/XX/XXXX, I received package for loss of mitigation. It was date XX/XX/XXXX. Thinking this was follow up from call I filled them out. 

XX/XX/XXXX XXXX received a call from XXXX asked if I got the cards told him no, I was getting ready to go. He told me they would pick up the cost of the cards {$5.00} each. So, I went and purchased 2 more XXXX XXXX XXXX cards 1 for {$110.00} and 1 for  {$500.00} for remaining balance of {$610.00}. At XXXX XXXX called back gave him information of 2 prepaid cards and he put me on hold, came back on told me to use same conf. # XXXX and that was XXXX payment and when could I make the payment for XXXX. I told him the XX/XX/XXXX. 

XX/XX/XXXX XXXX received a call from XXXX asked if I got the cards told him no that I was leaving to go buy them. We made a time of XXXX to call back. I went and purchased 2 more cards 1 for {$500.00} and 1 for {$320.00} minus {$5.00} each purchase cost, totaling {$820.00}. At XXXX received a call from XXXX XXXX gave him card information, put me on hold and then came back on and gave me conf. # XXXX. At this time, he asked me to mail him the already purchased card to him, ask him for address he gave me XXXX, XXXX XXXX XXXX, XXXX, TX XXXX. I was asked when could I make the XXXX Payment of {$820.00}, told him XX/XX/XXXX. On XX/XX/XXXX I received 5 calls in a row, XXXX had copied number wrong on card, so I had to give them to him again. I got sick and had XXXX and wasnt able to drive so I didnt return cards yet. 




XX/XX/XXXX, I mailed the prepaid cards to XXXX, XXXX XXXX XXXX, XXXX, TX XXXX via XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX received a call again from XXXX XXXX Selene Finance this time from a XXXX XXXX stating that he would be taking over as our case manager from now on that XXXX XXXX has been reassigned. In case we got disconnected his direct line was XXXX, that I would be dealing with him from now on and that I needed to make a payment. We got disconnected. 

XX/XX/XXXX received a XXXX  package tracking with the prepaid cards and a letter stating that they dont except payments by gift card or by credit cards. 

Once I received the cards back with the letter and receiving that phone call, I XXXX the phone number XXXX and up popped, Caller Type : Scam Suspicious Caller : XXXX XXXX claiming to be from peoples mortgage companies. 

XX/XX/XXXX, I called Selene Finance and spoke to XXXX, told her everything that had transpired ask her if she had any notes on my file. She said no but that as we were talking she was making notes on my loan, gave her all the names I had talked to everything that is in this letter, her words were oh this sounds like an inside job, Ill see if I can get you a supporvisor she put me on hold and tried to get 3 different supervisors none could get on the phone. I understand it was a few days before the holiday but no one could take a call. 

XX/XX/XXXX XXXX received a call from XXXX XXXX XXXX asking if I had the prepaid cards for XXXX payment. I told him no not yet, but the cards I sent him I just received back with a letter saying that they dont except payments via prepaid or credit card. He stated that he made a mistake on the address that he had me send them to the wrong address his department is not in the same building. That I need to send them to XXXX XXXX XXXX, XXXX, TX XXXX. And when can I send have the payment and since it was the last trail payment I would have to XXXX XXXX or XXXX XXXX it to the attorney handling the rewrite of the loan. At this time, I did not mention anything about XXXX XXXX or that I had called XXXX or who I had talked to was just seeing if I could get more information. 


As of today XX/XX/XXXX, not one of the supervisors has contacted me. 


Filed a complaint with Federal Trade Commission Attached is screen shots from my cell phone of call log showing calls from Selene Finance phone number XXXX.

Company response to consumer: Closed with explanation