Consumer complaint received 2016-09-03
Company: Selene Finance LP
State: GA
Product: Debt collection
Sub-product: Mortgage
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
My current mortgage servicer is Selene Financial ( SF ), on XXXX XXXX, 2016 agent XXXX agent ID # XXXX perpetrated major violations to the FDCPA, as well as mandatory state disclosures and violations to company polices. 
On XXXX XXXX, 2016, at approximately XXXX ( CST ) my authorized 3rd party agent, which is XXXX XXXX of XXXX, contacted SF, in regards to our loan. 
During the verification process agent XXXX, asked for XXXX XXXX to verify the mailing address, XXXX responded with a PO BOX , which was incorrect. Agent XXXX, proceeded to give " hints '' to XXXX as to the correct address that he must provide in order to gain account access ; which is a clear violation of the FDCPA. Furthermore, agent XXXX also failed to advise XXXX of the Hardest hit fund and phone number for residents residing in the state of Georgia. These disclosures are mandatory and agent falsified her call by stating that she verbally gave the disclosure for the hardest hit program. As well as she falsified her note which is a violation to SF, company policies and state law disclosures. 
XXXX went on to question agent XXXX, on particular mile stones of our loan and was given false information. XXXX asked when the qualified written request was received and if it had been processed. Agent XXXX, replied with much conflict that the documents were received on XXXX XXXX, 2016 and that the request was still being processed. XXXX proceeded to request that in the interim could agent please fax only the payment history. Agent replied no and that he must wait 30 days for his request to be responded to and not sooner than 30 days. This response was not presented politely to say the least and a slight argument ensued between agent and XXXX, as to why the payment history request would not be granted. 
XXXX asked for agents ID # and name and to speak with her manager. Agent asked why he needed to speak with her superiors and demanded to know why. XXXX advised his displeasure in continuing additional conversation with her due to communication barriers and agitation being caused by agent at XXXX 's expense and time. Agent became verbally combative and advised XXXX that he would be told the same thing by her manager, and that she is offended at the reasons why XXXX expressed a desire to speak with a manager. XXXX repeatedly asked to be transferred, agent refused continued to irritate the matter which is a violation of SF company policy for call escalation procedure. She ranted about how long she had been in the collection industry for more than 30 years and talked over XXXX and attempted to talk down to XXXX. She showed a failure in proper industry standard phone etiquette and poor FDCPA enforcement and judgment. 
Agent angrily advised XXXX to hold on while she warm transferred the call and immediately hung up the phone rather than completing a warm transfer to her manager. 
XXXX called right back and spoke with XXXX XXXX, and advised him of the matter. 
XXXX advised that he could see that there was a conversation with the agent moments prior. He also advised XXXX that every agent is to properly verify each 3rd party caller based on the law surrounding the FDCPA. He also advised that agent gave us incorrect information regarding the document request received on XXXX XXXX, 2016. The documents had actually been received and response was mailed on XXXX XXXX, 2016 to the on file mailing address. She also was able to fax the request of payment history and simply chose not to do so. I feel it is a total disgrace for agents to carry on in this manner when so many home owners are needing the guidance and correct accurate information regarding their homes and account questions. This agent XXXX was XXXX.

Company response to consumer: Closed with explanation