Consumer complaint received 2022-03-16
Company: Selene Holdings LLC
State: CT
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX my wife and I signed a loan modification with Selene Finance on our Connecticut home, part of which was an ACH monthly withdrawal of the mortgage payments in the amount of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, we did not see the mortgage payment deducted we called and spoke to a XXXX XXXX, He told us the ACH withdrawal paperwork had not cleared processing and recommended a onetime debit of XXXX  ( the actual payment amount ) the account which we did. 
The next day both the debit of XXXX and the ACH of XXXX were deducted my bank account and overdrew everything else pending. 
I was very angry, and I called the finance company. I spoke with XXXX and emailed her a copy of the statement showing the double payment. Because it was XXXX error she refunded XXXX back to us. 
XX/XX/XXXX we received a statement from Selene Finance stating we owed them XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I contacted them and questioned this. 
A review was conducted, and we were told that the refunded payment was showing as a missed payment and would be corrected. 
XX/XX/XXXX my wife was denied credit for much needed dental work based on a credit report stating we were 6 months behind in our mortgage. I filed a dispute with the reporting agencies, and a letter of complaint with Selene Finance. 
XX/XX/XXXX, after receiving a handwritten note to contact Selene Finance I spoke with XXXX who advised me she was the sole contact for this account. She said the XXXX funds were refunded twice. XX/XX/XXXX and XX/XX/XXXX. I again sent her a copy of our XXXX Bank Statement showing no such payment on or around XX/XX/XXXX. 
She contacted us, stating she was having the account credited to properly reflect the error and this would retroactively correct the credit reporting. She stated she also spoke with credit karma on our behalf. 
On or about XXXX XXXX I contacted Selene Finance I was told XXXX was not available but a letter answering our complaint was written and mailed to us. As of this email we have not received any such letter. 
I called and spoke to XXXX who advised me the account is reporting delinquent because in XXXX the account refused the payment as insufficient Funds. 
I have the documentation to support my claim, and the number of payments i made to selene. 
I am extremely frustrated as this not only jeopardizes my home, but it is negatively impacting my credit rating. Because it is reporting behind, they keep sending out inspectors and charging us bogus fees for inspections, reviews etc The proper crediting of payments was never resolved as we would call and get the same response. We hired a credit repair company but that failed to correct the problem. 
In XX/XX/XXXX were notified that effective XXXX XXXX XXXX XXXX XXXX was now handling our mortgage, when I called XXXX  to setup ACH withdrawal with them I was advised my balance was XXXX. I was in shock and was advised my last mortgage payment was made in XX/XX/XXXX and there were many late fees accrued. 
I dont know why Selene stopped the ACH withdrawals and I am now being forced to reapply for refinancing my mortgage through XXXX. 
I believe what is being done to is is disingenuous and unethical. 
After dealing with this for almost 4 years i wish to file a complaint.

Company response to consumer: Closed with explanation