Consumer complaint received 2022-02-27
Company: Selene Holdings LLC
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
This is my second complaint regarding this company. They temporarily fixed the error on my report only to re-report the incorrect information. My mortgage was transferred from XXXX XXXX  ( loan # XXXX ) to Selene Finance on XX/XX/XXXX. At that time, the home was in escrow. XXXX XXXX contacted Selene Finance ( XXXX # XXXX ) on multiple occasions in late XXXX and XX/XX/XXXX attempting to get a loan payoff and were rebuffed with the recurring excuse that my loan " was not in their system '' and they were unable to accept payment. We already had a payoff from XXXX but without a demand from Selene, escrow was unable to proceed with the payoff. I finally reached an employee ( XXXX XXXX ) at Selene on XX/XX/XXXX who was able to secure the payoff for us the next day and the loan was paid in full on XX/XX/XXXX. When escrow did finally close, I was forced to pay many extra days of interest and taxes ( approx {$200.00} per day ) because of their refusal to provide a payoff when asked in late XXXX. 

My loan with XXXX  was in forbearance at the time the loan was transferred. XXXX rightfully reported my loan as paid as agreed. Selene reported " paid XXXX days late. '' I have contacted Selene Finance on multiple occasions to no avail so I filed a dispute with the credit bureaus which Selene responded to and lied to them saying I was 150 days late. If in fact I was 150 days late, there would have and should have been late fees charged to my account. None were charged because I was not late. My loan was under forbearance when it was transferred and Selene Finance was required to honor that forbearance or in the alternative accept a payoff in a timely manner. They did neither. 

Selene Finance only owned my loan for 19 days and spent 18 days of that refusing to take money from myself or escrow. Now they want to claim I was 150 days past due which is an outright lie. They need to correct my credit bureaus as they have dropped my perfect credit score from XXXX to XXXX. This is unacceptable and they do not respond to requests to correct their mistake. The phone number designated for disputes ( XXXX ) is not in service and rings 3 times then hangs up. 

The lowered credit score has caused my business ' credit to be affected thereby choking my business during a pandemic. 

I am attaching the following : The original payoff quote I got from XXXX good through XX/XX/XXXX The letter from XXXX saying my loan was being transferred which I received on XX/XX/XXXX An email from my realtor to XXXX XXXX with the letter referenced above attached and response from escrow saying they would need a new demand Emails from escrow from XX/XX/XXXX - XX/XX/XXXX outlining efforts by XXXX XXXX to get a payoff from Selene Finance to no avail. 
Text messages with my realtor from XXXX XXXX outlining the scramble to finally get a payoff from XXXX XXXX at Selene Finance the payoff quote and accompanying email I finally got on XX/XX/XXXX 2021

Company response to consumer: Closed with explanation