Consumer complaint received 2022-03-30
Company: Selene Holdings LLC
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Yes, I reached out to XXXX XXXX, a Councilor & Myself, He assisted me on a 3 way call in XXXX, XXXX to request a 3 month extension of my Forbearance. 
As I consistently called Selene Finance, my Servicer, when inquiring about the approval on my Forbearance, I was told no information was available and the Representative immediately tried to steer the conversation in a different direction, asking about payment options & I ve explained my Hardship several times, asked if notes had been made on my account. Selene Finance received my loan in XXXX, XXXX, but when I called to inquire about my Forbearance letter as I was in a Forbearance with my Previous Servicer, " XXXX XXXX ", they stated they hadn't received my Forbearance letter & I did call XXXX XXXX to obtain my letter & requested them to please email Selene Finance my Forbearance letter & email it to my email as well. It took at least 3 calls to resolve this matter & each time, I received the Forbearance letter through my email, even forwarded the letter to Selene Finance Myself! If I received it in my email, I know Selene Finance had to receive it as well. But finally, after several calls, they had received, I tried Myself requesting an Extension, but the Representative would try to lead the conversation in a different direction. This is when I reached out to XXXX XXXX for assistance with a Councilor. But, every time I called to inquire about an approval, I was lead on to a different conversation. My Hardship letter was sent by 2 day priority mail, requesting a signature at the time of delivery. Within that Hardship letter, I also requested a " QWR '', as the balance on my loan is incorrect & I ve been working with a Mortgage Attorney with XXXX XXXX XXXX XXXX he researched the balance & my Principal balance does not match what Selene Finance is reporting on my Credit report. Also, while in a Forbearance, the Servicer is not suppose to be reporting to the Credit Bureau, as it states in the by law 's! I have 30 years with XXXX, had been out 3 years with XXXX XXXX XXXX XXXX XXXX due to the Pandemic, waited 16 months for my XXXX XXXX & a different XXXX to pick up my Case. I ve explained all this in my Hardship letter as I will attach all the information needed to move forward with my Complaint. 
Now, I did call XXXX XXXX again to speak to a Councilor to see if they could assist me with another 3 way Conversation. So, I waited on the line, the Councilor came back on the phone & he experienced the same result as myself, " Music stops, it's like Someone answered the call, silence & then hung up, click, call was disconnected! I experienced the same result several times after sending in my Hardship letter to which it was denied & I have yet, as I requested a " QWR '' as well. Selene Finance sent a letter, requesting 30 days to look into the matter with my request, it has been well over 30 days & I have not received any correspondence from them. I been setnow facing a Court date, XX/XX/XXXX via XXXX. My XXXX XXXX Case has not been settled & I have been trying to Retire from XXXX to start my monthly payments, direct deposit so that I may show income! I have been given the run around with my retirement, I sent, via email my Retirement paper, filled out properly on XX/XX/XXXX, received a confirmation email on XX/XX/XXXX. I called after 3 weeks because I hadn't received my Retirement papers in the mail. I was told that my Status in the system shows I m on leave. For a ending date of Employment to be entered, my status has to show active. If I had not followed up & called, I would not been made aware of this. I have stayed on top of this situation & called my XXXX Representative for assistance, not much help there. I guess I raised questions, enough so I called last week, HR Retirement line, was told that a date of XX/XX/XXXX had been entered in the system, I needed to email a 2nd Retirement paper to which I filled out properly & emailed it. I did not receive a confirmation email that it had been received, so I called today as a matter of fact & was told the XX/XX/XXXX was now in the system & whenever a Case worker gets around to receiving it, my packet for Retirement will be mailed. I emailed my 2nd Request on XX/XX/XXXX, almost a week ago, hopefully my packet will be mailed as to my understanding, it takes 3 weeks to receive it. I will be on the lookout for it & will call to follow-up around XX/XX/XXXX to see if indeed, my Retirement packet has been sent out by mail & when to expect it! I have a XXXX XXXX Attorney, honestly, I thought when you retain an Attorney, they help protect you & your rights. Honestly, I don't feel very protected & I m reaching out for a better forum of assistance! Thank you for your time & please see attachments. I ll be looking for your response on this Complaint concerning Selene Finance, my Servicer.

Company response to consumer: Closed with explanation