Consumer complaint received 2018-06-22
Company: Selene Finance LP
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I received a Mortgage Statement dated XX/XX/XXXX from XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX, TX XXXX, telphone # XXXX. The statement indicated that I owed {$4400.00} on my mortgage for property located at my residential address. 
My mortgage, as far as I knew, was serviced by XXXX XXXX  XXXX for XXXX XXXX XXXX XXXX ( XXXX  ). I called XXXX at XXXX and informed XXXX that I received a notice from Selene Finance indicating that I was past due on my mortgage. XXXX informed me that my loan had been sold to Selene Finance and a notice had been mailed to me by XXXX on XX/XX/XXXX informing me of the transfer. I had not received the notice and informed XXXX of same. She obviously could not explain why I had not received it, and said she would resend me the notice which I would not receive for 7-10 days. She further informed me that I was not overdue on any payments, that my XX/XX/XXXX payment that had been automatically sent directly from my bank account to XXXX was transferred over to XXXX XXXX. She explained that the payment and the notice I received probably " crossed in the mail. '' XXXX said I could call Selene Finance and tell " them '' that XXXX showed my mortgage payment was forwarded to them on XX/XX/XXXX. 
After talking to XXXX at XXXX, I called Selene Finance and an operator answered, and I am sorry, I can not recall her name. When I called I was asked for personal information which I thought was to verify my identity to talk to me about my mortgage. The woman began explaining all about my rights re the collection of a debt and did I understand what she was talking about. I told her no, I was calling about my mortgage that had been transferred. She looked up my account and told me that I owed {$2200.00} and that I could pay it by phone. I tried to explain that it had already been paid to my previous lender, and forwarded on to them. She said that wouldn't work because they couldn't accept a check written to another business. I further tried to explain about the auto bank payment but was cut off and told I had to pay the money now over the phone. I told her that I would not make the payment as it had already been paid. She seemed very happy to hear that and said fine, I will just put a note in your file that you refuse to pay. She never once yelled, or used foul language, but she was incredibly sarcastic, talked over me when I was trying to explain, her manner was extremly demeaning. When she was about to hang up on me I told her not to and demanded to speak with her supervisor. She told me " I am more than happy to have you speak with my supervisor, '' in a very sarcastic voice. " XXXX, '' who came on the line and indictated that she was the supervisor was respectful and listened to me. She could not help me during my call, but said I should call on the following Monday to ascertain if my payment had been processed. She explained that a large amount of mortgages had been obtained in the last month and all of the information had not been processed and put into the system. I did not ask why then did I receive a notice that I owed {$4400.00} by XX/XX/XXXX, that was mailed even before my XX/XX/XXXX payment would have been delinquent? XXXX could not give me a direct line to call in to check on the status of my account, or give me the name of a person to follow-up with on Monday. She stated " Yes, '' that I would have to call the main line and speak with whoever answered the telephone that day. The people that answer the phones are all debt collectors, not mortage servicers. I did tell XXXX about my experience with the first operator I encountered on their customer service line. She stated that the call had been handled incorrectly, apologized, and said she would speak with the operator. I was still upset, I cried and explained that I did not feel that I was being treated correctly, that I shouldn't have to call back, that they should check into it and call me, or at least give me a contact person to follow-up with. XXXX would not do this. I stated, emotionally, that I did not feel that I was treated well, did not feel like Selene Finance cared and I hoped that I could refinance my loan and not have to deal with the company. XXXX said nothing but good bye. 
After that telephone conversation, I looked up Selene Finance. I was amazed at the number of complaints made through various on-line sites regarding Selene Finance and their habit of not posting mortgage payments in a timely manner and trying to charge customers late fees. Customers had been able to prove timely payments by the dates checks/autopays had cleared their bank accounts but had to go through arduous dealings with debt collectors to clear the late fees, and they would show up in their credit reports. The XXXX  gave Selene Finance a D- rating due to their poor business practices. 
My previous mortgage broker is now helping me to resolve this payment and transfer snafu. But, what I really want to see happen is that I be allowed to have my mortgate serviced by a reputable mortgage servicer without having to refinance at a much higher interest rate than the one I recieved in XX/XX/XXXX. I don't see why I should be penalized by having my mortgage serviced by what appears to be a close to fraudulent finance company. And, I would also like to know, who truly owns my mortgage. Is it Selene Finance, or are they servicing for another financial institution? Further, I have an escrow account, which I understand would have been transferred as well. I would like an accounting from Selene Finance as to what amount they received from XXXX XXXX XXXX  XXXX. and on what date. Thank you for your assistance.

Company response to consumer: Closed with explanation