Consumer complaint received 2023-06-26
Company: Selene Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I fell behind in XXXX and filed XXXX XXXX and made payments until XX/XX/XXXX to the XXXX. I had secured the amount required to bring the account current. I have endured calls and mis information. I am asking you intervene to clarify that I do NOT owe another payment and I am current. I would like all lates removed and made whole. 
XXXX XXXX XXXX I called in to obtain the amount necessary to bring my account current. The rep said I needed {$2900.00} to bring account current. XXXX offered a modification. I explained that I had a sale date and there was not enough time to get it completed. XXXX stated shed mark my file that I was bringing my account current. XXXX confirmed what amount I needed to bring my account current, {$2900.00}. I was told once this amount was received, I would be made whole and can resume regular payments to Selene. I explained to her I was obtaining financing to get this paid current. 
XXXX XXXX XXXX Selene rep ( XXXX ) -I called to obtain the wire address to send funds. This time Im informed the amount required is {$44000.00}. I go on to tell rep that I have had multiple calls into Selene and have been quoted all different amounts to bring the account current. I was told I needed to order a reinstatement. The rep put a rush on the request telling me that it would get expedited using this method and it would take 48 hours. I called back two days later ; the rep told me I had to file a modification package to get the reinstalment quote. When I asked to speak to a supervisor, she claimed the supervisor was on the line listening all along and confirmed what the rep had just stated, reaffirming I had to complete a modification package to get the reinstatement quote. I went along to get off the line with her and try to call back and get someone else. 
Later that day I did in fact receive the quote. When I called in and explained that I had received a XXXX XXXX gift to get my account back current, I was then told I had to call XXXX XXXX the company holding my home on auction, the coming XXXX 
I called XXXX XXXX and I spoke to the rep, XXXX. He said it typically takes 1 week to obtain the quote and that it comes from Selene! I was so frustrated and stressed. On XXXX two days prior to the auction, I recvd the amount that was needed to halt the sale, {$74000.00} an additional XXXX XXXXXXXX approx. 
At or around XX/XX/XXXX, I wired to Selene {$74000.00}. This was the amount on the reinstalment demand, for my loan. 
Approximately 2 weeks later, ( around the XXXX ) I mailed in a payment for the XX/XX/XXXX, statement. When the XXXX statements resumed, I noticed the amount of my payment was almost double to the amount regularly paid. My escrow only pays my property taxes. The amount they were collecting was {$2100.00} per month. My annual amount is XXXX XXXX XXXX XXXXXXXX ; the amount being collected would have totaled {$26000.00}. 
Every month I placed several calls to the only number offered XXXX. Each time I was met with reps that could care less. I had to repeat my story over and over. Many times, I was disconnected and had to call back and begin the process again. Each time I was asked for my best contact number, yet the rep never called me back. 
The website for Selene is very basic. I could not submit an inquiry since my account was behind. There were very little options other than make a payment. So frustrating. 
I began calling in XXXX to clarify why I was being charged over $ XXXX a month for property taxes. 
XXXX Rep that answered stated an explanation letter had been sent to me. 
XXXX when I explained that I had not received any correspondence from Selene . Rep stated they would resend the explanation letter. A request by the rep was submitted to have my XXXX reran. 
Keep in mind each month I sent in my payment ; the funds were in a suspense account until the account reached the full amount due. All this time my credit was getting hit and declining. In XX/XX/XXXX I was sent a check, from Selene, approx. {$1900.00}. Escrow refund. 
Once this was cleared, the harassment that my account was behind began. If I was not computer savvy, or in the industry I am in, how could any layman person handle this ongoing problem? The numerous calls to my home. Ive explained my self over and over and each time, having to deal with disconnections, hang ups, transfers to dept or number that never picks up. This is why I am reaching out to the CFPB for assistance.

Company response to consumer: Closed with explanation