Consumer complaint received 2023-10-23
Company: Selene Holdings LLC
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Foreclosure

Complaint:
I have attempted to get loss mitigation assistance from Selene Finance and have been denied access to programs that are designed to help people in my situation. When I told them about the hardship due to Covid we were never provided access to the CARES program or considered for any type of forbearance. Every step of the way they have obstructed my family from even being considered for any type of relief through loss mitigation programs, even though I am sure we qualified. Now they are rushing to foreclosure sale on XX/XX/XXXX without ever providing the opportunity to go through the state mandated mediation. I believe their actions have been unethical and believe that we deserve a chance to be considered for options to restructure or modify our mortgage loan, especially considering the fact that we have a great deal of equity in the property. 

My father built this home back in XXXX and I grew up here. My husband and I moved back into the house about 20 years ago and took out a refinance loan. This loan was originally with XXXX and then it went to XXXX and now it is with your company. My family has had a horrible few years dealing with reduction in hours, XXXX and recently due to complications from XXXX my husband lost his XXXX. We have repeatedly requested modification or forbearance or deferment help and feel that last servicer XXXX and now Selene have turned a blind eye to our family. I worked in XXXX at XXXX XXXX for XXXX XXXX  and am now retired. XXXX worked as a XXXX XXXX for XXXX XXXX until he got XXXX  with XXXX and ended up losing his XXXX. 

We began struggling on our mortgage in XXXX and missed a few payments. We had gone through a reduction in income and also some large unexpected expenses and for the first time in nearly 20 years had difficulty paying. I spoke with XXXX to see if they would help and asked about a deferment or other options and they brushed me off at that time. I would continually get letters from XXXX telling me they wanted to help and that modification or deferment were options but I would fill out all of the paperwork and send it in and nothing would ever happen. We would be switched from department to department and could not get a straight answer and then would be told the package was not complete. I tried to resume making payments but was told they would only accept all of the missed payments at once which was not possible. 

In XX/XX/XXXX I became very sick with XXXX and was hospitalized. We contacted Selene to see if there were any programs to help borrowers who were impacted by XXXX and were told that there were not any options at that time. Not long after that my husband had a XXXX XXXX XXXX  in his XXXX  and was immediately hospitalized. They determined this was related to XXXX and his condition deteriorated and his XXXX became XXXX and he was hospitalized for weeks and then they told us that they would need to XXXX XXXX XXXX  to save his life. I found out about the CARES program when this happened and called in to Selene to ask why we had never been considered for this program and their agents told me that the program was now closed. I dont believe that statement was true. We began receiving letters telling us we could apply again for help and it would list the name of our single point of contact who was managing our account but despite dozens of phone calls we never spoke with this person once. We would submit package after package of financial information to your company but were never ONCE able to get considered for any type of assistance with our delinquent payments.

Company response to consumer: Closed with explanation