Consumer complaint received 2016-04-06
Company: Selene Finance LP
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX, XXXX, I suffered a loss of personal property due to fire. This personal property was covered under my homeowners insurance policy with XXXX XXXX Virginia XXXX XXXX XXXX. When I contacted the insurance company I was informed that my policy had canceled back in XXXX of XXXX due to " Non payment of premiums '' On XXXX XXXX, XXXX, I contacted Selene Finance my mortgage servicer who maintains the escrow account for my homeowners insurance. From the on set, Selene Finance maintained they paid the policy and had confirmation of policy being active as of XXXX XXXX, XXXX - XXXX XXXX, XXXX. Yet Selene Finance has been negligent in providing written prove of the same, as well as not pursuing valid confirmation of the policies statues in a timely manner. Being VPI outlined in a letter of XXXX XXXX, XXXX, ( attached ) payments received for my policy in the amount of {$860.00} and {$250.00}, when the total premiums due was {$1400.00}. Even with a copy of the cancellation notice, which sites both the premium due of {$1400.00} and the reason for cancellation being " Non Payment of premiums '' Selene has refused to assume fault and pay my claim. Continually maintaining in " Bad Faith '' they paid, with no documentation of proof, all the while maintaining unethical business practices by ignoring my request for payment of my claim despite the fact they have not provided proof of their claims. Selene Finance and its insurance department XXXX XXXX XXXX, failed to maintain the policy and mis managed my escrow account, and continues to show " Bad Faith '' in honoring its duties to myself regarding servicing my mortgage loan. I have repeatedly asked Selene Finance, in written request and verbally in our phone conversation, for documentation of their claims, that premiums where paid and proof of an active policy for the period stated. 
Selene Finance personnel and it 's insurance department personnel have not, to date provided me proof in writing of their claims of payment of all premiums or valid policy for the period stated. Selene Finance and it 's insurance department XXXX XXXX XXXX continue to conduct themselves in an untrustworthy manner by avoiding my calls, not return my calls or honoring my written request for the same. When a Selene Finance or XXXX XXXX XXXX personnel is reached by phone, they claim they need time to research and will get back to me but do not, or pass me to someone else who could not be reached or would not return calls, and as far as researching the issue, I been run around since XXXX XXXX, XXXX and the only letter I received from Selene Finance on XXXX XXXX, XXXX, was filled inaccurate statements and information amounting to the same answers from previous phone conversations with Selene Finance. Which maintain they had paid the premiums and policy was in effect. Which is false and inaccurate, Selene Finance has never produced payments totaling {$1400.00} nor has Selene Finance produced a document stating insurance was enforced from XXXX XXXX, XXXX - XXXX XXXX, XXXX. Yet Selene Finance continues to act in a fraudulent manner in refuse to pay my claim of {$14000.00} without any reasonable or proven cause not to pay my claim.

Company response to consumer: Closed with explanation