Consumer complaint received 2023-07-26
Company: Selene Holdings LLC
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Loan Number : XXXX Borrower : Formerly : XXXX XXXX XXXX XXXXXXXX XXXX changed to XXXX XXXX XXXX ( without prior consent or knowledge and after the judge closing the estate naming XXXX XXXX as the successor in interest in the property addressed : XXXX XXXX XXXX XXXX, XXXX, SC XXXX ). 

To Whom It May Concern : I am writing to you today to file an official complaint against the aforementioned mortgage company known as Selene Finance, LP. It is my desire that a full thorough and forensic audit be performed on all locations of said company. 

Since the passing of XXXX XXXX XXXX, borrower, Selene Finance has been impossible to pay or deal with. You may ask why the mortgage wasn't refinanced. We were informed by Selene that it would not be necessary to refinance the mortgage and lose the 5.75 % interest rate. We could simply make the payments. Then the trouble began. On multiple occasions they have refused payment from us on the mortgage. A loan modification was approved by them on XX/XX/XXXX, stating the payments would be {$630.00} with the first payment being due on XX/XX/XXXX. Prior to their approval of the modification, XXXX XXXX XXXX XXXX XXXX forwarded them a tax notice stating that property taxes of {$930.00} were due and payable. Selene Finance PAID these taxes on XX/XX/XXXX. The new mortgage payment of {$630.00} should have included any arrearage in escrow since the taxes were paid prior to the approval of the modification. An ACH form was completed by XXXX and XXXX XXXX upon acceptance of the modification terms and returned with said documents so the mortgage payment could be automatically drafted from their bank account on XX/XX/XXXX. Selene Finance did NOT automatically draft the payment and offered no explanation why this was not done. This is not the first time XXXX and XXXX XXXX submitted an ACH form for automatic withdrawal of payment and was not the first time that it was NOT done by Selene which caused the account to become delinquent. Upon the realization that the payment had not been drafted from the account, XXXX XXXX went online to the customer portal and paid {$650.00} which was more than the payment due. These monies, as she later found out, were placed in a " special account '' and NOT posted towards the mortgage. To her knowledge, these monies are STILL sitting in said account. She has made multiple attempts to contact Selene and get answers to her questions regarding the status of the account. She is an authorized spokesperson for the account with authorization being provided in writing to Selene Finance. She has been unsuccessful in receiving the answers to these questions. In an attempt to pay online again, she first reached pages that stated the site was under maintenance and unavailable. It was too late in the evening to call the offices. She kept trying. Finally, when the site was no longer under maintenance, she was directed to a new customer portal. The site explained that this was a new customer portal and customers would have to register for this site. She entered the information for the mortgage such as loan number, last XXXX of the borrower 's social security number, borrower 's date of birth, and the borrower 's name. The site told her that no account could be found with that name. Thinking that she may have made a typographical error, she tried again and received the same error message. She then called Selene Finance on XX/XX/XXXX, at XXXX and spoke to customer service representative XXXX XXXX XXXX explained that at some point in time that was undisclosed, Selene Finance, LP had changed the borrower 's name to XXXX XXXX XXXX. XXXX XXXX was originally the Executor of the estate ; but the estate had previously been closed and she was released from this obligation. Selene Finance, LP had made these changes without anyone 's consent, signature, or information. They had received multiple emails with an attachment of the judge 's order to close the estate and release XXXX of said obligations. XXXX and many numerous representatives in the past had confirmed that Selene indeed had received these documents and scanned them into the file. At this time, they are attempting to foreclose on the mortgage and have named XXXX XXXX as successor in interest and XXXX XXXX XXXX as the borrower listed on the mortgage as defendants. Just today, a monthly mortgage statement was received at the property address of XXXX XXXX XXXX XXXX XXXX, SC XXXX, addressed to XXXX XXXX, but shows XXXX XXXX XXXX as the borrower ( and she is not ). Selene Finance and their attorneys, XXXX XXXX & XXXX, XXXX ( XXXX XXXX XXXX, SC XXXX # XXXX ) acknowledge that they have no contact information for XXXX XXXX XXXX and they should not because she is not the borrow or responsible party of the mortgage in question. 

This company has caused undue stress and mental anguish to XXXX XXXX, XXXX XXXX and their daughters, and to XXXX XXXX XXXX and her family as a result of their attempt to STEAL the property in question through illegal practices and unwillingness to allow these individuals to speak to someone in upper management that may be more aware of state laws and regulations regarding mortgages on properties in South Carolina. A satisfactory outcome of this complaint will include : 1. The mortgage being brought current with no late fees or other penalties or years added to the terms. 2. To retain the terms of the previous modification agreement to include payments of {$630.00}, no longer than 360 months. payments to be automatically drafted from the bank account of XXXX and XXXX XXXX based on the aforementioned signed and returned ACH form. 3. XXXX XXXX XXXX be REMOVED as the borrower and no other attempts to connect her with said property be made. 4. Selene Finance, LP make restitution to XXXX XXXX XXXX and XXXX and XXXX XXXX for the undue stress and mental anguish they have caused. 5. Criminal Charges be made against Selene Finance, LP and their officers and investors for the fraudulent practices they have been indulging in for multiple years. 7. Selene Finance, LP officers and investors be brought before a Congressional Hearing to answer the multiple accusations made against them in this case and the multitudes of others that can be found by searching the reviews of consumers via the internet. Based on the multiple, nationwide reviews, Selene Finance, LP has been indulging in such illegal practices for many years! We appreciate your kind and considerate attention to this most urgent matter. 
Sincerely, XXXX and XXXX XXXX

Company response to consumer: Closed with explanation