Consumer complaint received 2021-08-27
Company: Selene Holdings LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been trying to work out a loan modification or some sort of home retention options with a Selene Finance for the last three years. I fell past due on XX/XX/XXXX. When I was diagnosed with XXXX  and had to take time off from work during this time and eventually was let go from my position. During this time, I used up all my reserves and money I had in savings trying to keep food on the table and keep the lights on. I reached out to Selene finance during this time to seek options, but they told me that there was nothing that they can do and that I had to repay back the amount that was due, or they would foreclose. Then by the time I was able to go back to work XXXX of XXXX hit and once again I was unemployed due to COVID. It took me several months to finally land a part time not paying as much. But it was enough to apply for assistance just to get denied again. Each time I applied Selene Finance Would lose my application or documents and would not communicate with me until I received the letter denial, but they would never specify the reason. Selene Finance has not tried to work with me the most recent time They wanted me to put {$8000.00} down. We feel that we were attentionally place between a rock and a hard place because they knew during this hardship we would not have this type of money and are more interested in the equity of my home, they also had a foreclosure sale date while this offered me plan and again Against us each time we've applied for modification assistance, we've told them numerous times about dual tracking, they disregarded and said they were allowed to do this. We submitted for our modification on XX/XX/XXXX, we submitted all documents that were requesting 2- months bank statements, 30 days of pay stubs, 2 years of income tax, a utility bill, hardship letter, MA Form , 4506-t, financial worksheet and they still denied the modification stating the file was incomplete and that they did not have enough time to review it before the sale date of XX/XX/XXXX. We have proof and confirmation that they've indeed received the fax but are refusing to assist us. Now we have a sale date for XXXX the XXXX XXXX, and they're not allowing us any options, only to come up and reinstate the amount of {$18000.00} all we are asking for is to be allowed to be reviewed for a loan modification. We currently have an 8 % interest rate on a single-family residence. The investor on the loan is XXXX XXXX  XXXX. With such a high interest rate I feel that we should have been allowed to be into a lower interest rate Being that we were set up on a predatory loan. Each time weve applied we have never been assigned a single point of contact to be in touch with and let us know the process of our modification. We have requested numerous times for a manager to call us back so we can escalate this and get our file properly reviewed, but we've never got a call back. we feel that this lender Selene Finance are responsible for negligence and Failure to perform on the Loss Mitigation and Dual Tracking of Foreclosure the entire length of the loan modification process. We've asked a Selene to send us the denial letters, but they refused.

Company response to consumer: Closed with explanation