Consumer complaint received 2022-05-04
Company: Selene Holdings LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I started trying to choose an offer from servicer ( XXXX XXXX XXXX ). I believe the investor to be XXXX. Mid way through the process it was switched to ( Selene Finance ), the current servicer. It took weeks to continue the process due to slow transfer of information.

The house was listed for sale with no result. The potential purchasers could not finance it with a bank as the house has a section that needs to be torn down. Cash borrowers remain and are still interested, but the offers were NOT what they feel it's worth. My Realtor was no longer interested in listing it.

A short sale with a cash buyer seemed to be the only option. There was a cash offer, written and rewritten to have it responded to. I then got instructions to list it again and provide other documents necessary for short sale. We have a " low '' accepted cash offer and another verbal interested party for more than the {$50000.00}.

It came to me that my ex-husband was on the Mortgage. We had been divorced for over 10 years. He had deeded the property to me. I thought I needed to try to get him off the Mortgage and was advised by the servicer ( Selene Finance ) how to handle this.

From there everything went downhill. Each person I spoke with gave me completely different answers on how to go forward. 

Examples of " some '' of the conflicting information from Selene : I COULD do a loan assumption even with my poor credit. I could NOT do an assumption with poor credit. Getting my ex-husband off will be no problem. He does not have to assist with paperwork. He does have to fill out paperwork. 

I sent the email for the assumption on XXXX. Time went by and no response. Upon calling I don't know how many times, I found out they had not received it so I emailed again on XXXX. With follow up calls, I found they had noted receiving it on XXXX. I was told to check on completion and that it takes around 30 days. 

I checked around that time and still nothing. I continued to call when I reached a rep ( XXXX ). He was very kind and helpful. ( I think ). He said I could ask for him when I called as everyone had been providing me with different answers. It was extremely stressful. I had found out the Foreclosure date had been set. for XXXX. I wondered " why now '' when I was so far into the assumption. XXXX said it was part of the process and I could extend the date if necessary. 

When a rep answered my next call, she would NOT transfer me to XXXX and also let me know that any process I started had to have begun at least 37 days before the sale date and many other things. It started long before that. I asked to speak with a supervisor at some point. I was told I would receive a call back, but that did not happen. I also asked her for the investor contact information. She said it was NOT law and they did not have to provide it. I tried on my own and got nowhere. I just want the FACTS. 

I can file bankruptcy, but my ex-husband can't. He can't contribute anything toward this Mortgage. I can't walk away without hurting him in some way. Now I am at a standstill, knowing no matter what I do, it may very well be wrong. I can't afford an attorney, but shouldn't need one if I just got the right information. 

There is so much more... I write this today just in case there have been other complaints about Selene Finance.

Company response to consumer: Closed with explanation