Consumer complaint received 2021-11-29
Company: Selene Holdings LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XXXX XXXX. I was behind on my mortgage due to XXXX XXXX Pandemic. I called the lender in XX/XX/XXXX and requested the lender to move the balance owed to the end of the loan or add it to the principal balance so that my account will be current. The lender representative told me that they don't do that. and the only option they have for me is to apply for loan modification. In two days after, I called the lender again and spoke to different representative about my situation. She also advise me of going for loan modification. So I put in application for loan modification with the lender in that XX/XX/XXXX. After numerous documents request from the lender, the modification was approved in XXXX XXXX, XXXX. In XXXX XXXX, the lender sent me a letter of approval with request to pay XXXX months trial payments of {$1700.00} which I paid in XXXX, XXXX and XXXX. In XX/XX/XXXX XXXX, the modification package was sent to me, the modification agreement includes : the agreement, ach form enrolment, notice of oral agreement, loan modification agreement rider, Balloon payment/Differed balance rider and compliance agreement. ( see attachment XXXX ). After signing the modification, notarized and sent to the lender in XXXX, It was in my XXXX XXXX  mortgage statement that i noticed monthly statement of {$1700.00} calculated is not in accordance with the modification agreement signed. See attachment XXXX. I then called the lender and addressed the matter. and I was told to put it in writing and send it to their customer service. I put it in writing and send it to the lender on XX/XX/XXXX, XXXX see attachment XXXX. For XXXX weeks I did not get any response from the lender. Then I called the lender again in which the representative told me to resend the letter. I resend it and still didn't get any response. In XXXX of XXXX  i filed complain with the texas dept of saving and mortgage lending. It was then i got a call from the lender 's office supervisor talking to me about my complain. And he still did not address the issues contained in my complaint as to why my mortgage principal balance was increased from $ XXXX to XXXX, why was there balloon/deferred payment in the modification agreement and not apply in monthly payments. And the lender failed to provide mathematical statement of how it arrive at {$1700.00} as my monthly payments on the statements. And more also the supervisor failed to explain why some payments made in XXXX  was not applied to the principal balance. And when i went back to the case manager for texas dept of savings and mortgage lending, he told me the same thing the lender supervisor was telling me without considering the facts and evidence in my complain. And my complaint is being silent since XXXX and no corrective action taken on my case. Someone please help me. This lender had been XXXX me out of my accrued equity in my mortgage account, and had made my family and I life XXXX.

Company response to consumer: Closed with explanation