Consumer complaint received 2022-03-31
Company: Selene Holdings LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My current mortgage servicer is refusing to provide valid and accurate proof of amounts of the debt they say I owe. I requested an amortization schedule from Selene Finance, the current servicer of my loan.The request was for a schedule starting from XXXX forward and another one from when the loan was first modified. My previous servicer, XXXX, offered another loan modification which was to transfer over to Selene Finance LP. In XXXX XXXX, Selene Finance took over the servicing of my mortgage. The problem is the sheer difficulty of verifying the brought forward unpaid principal balance from XXXX to Selene. I was hoping to use an amortization schedule together with a payment history of my account to verify the unpaid principal balance, and that payments have been applied correctly. Not being able to verify my principal balance gives me caution about signing a modification document. I also wonder if payments have been applied correctly and accurately to my account. Over the course of several months, I was told by multiple agents at Selene Finance and also by a supervisor by the name of XXXX XXXX, that it would be no issue for them to send me these documents after I had submitted a written request. Then on XX/XX/XXXX, I received an email from them that said they were unable to give me the amortization schedule and offered no explanation why. The reason I requested the amortization schedule was to see how they came up with the amount for the unpaid principal they are claiming I owe. Now, they are refusing to give me one and went back on what they told me for months. I told them I would be willing to sign a modification once I was able to verify the unpaid principal balance they say I owe. I believe my request is reasonable and within my rights. I simply want clarification on the unpaid principal and how they came to that amount. Not long after Selene Finance took over the loan, the prior servicer Shellpoint, sent me an amortization schedule. It included one page in this document, and the unpaid principal does not match up with what was on the statement. If you look at the outstanding principal on the amortization schedule page and see the date of XXXX XXXX, notice that it does not match with the outstanding principal on the statement for XXXX XXXX XXXX ( second attachment ). The difference is {$860.00}, and I'd like an explanation for this difference. In the email Selene sent XX/XX/XXXX ( fourth attachment ), they sent what appears to be a computer screenshot printout of my account. I am confused as to where they are pulling these numbers from or what they mean. The second landscape document is just a mess! It is not understandable and does not show evidence of what is the principal amount owed. On XX/XX/XXXX I made several phone calls to Selene Finance to try to speak to a supervisor. After being transferred and XXXX calls later, finally at XXXX pm, I got to speak to a supervisor by the name of XXXX. I had asked her why was Selene Finance refusing to give me an amortization schedule to which she initially, refused to answer. Finally, after repeatedly asking multiple times, she said we don't do those and haven't for years. I asked her what proof do they have for the amounts of the balance and even more specifically the principal amount owed and she also avoided that question several times. Finally she said well we sent you a welcome letter. Her responses are completely unacceptable! Recently I received a statement from Selene ( fifth attachment ) that shows an amount due of {$24000.00}. What is that? I need a detailed explanation/breakdown of that amount. On the recent statement they have my regular monthly payment as {$1200.00} which is not true! Where is Selene Finance getting that number from? Also I'd like to know what happened to the trial payments I made to XXXX for the loan modification that was to be transferred to Selene? In addition to the above information I have requested, I am now also requesting and explanation of the escrow balance as well. 
In closing there have been inconsistencies with the information I was sent. I need something neat, understandable, and in layman 's terms so that I can tie the numbers out. The current servicer has an obligation to show evidence that the principal owed is true and correct. In addition they also need to show evidence of that monthly payment amount and show the correct amount. They need to show details of true correct escrow balance, trial payments and the amount due. I believe I am owed that information under the law. Selene needs to validate and verify this information.

Company response to consumer: Closed with explanation