Consumer complaint received 2023-01-31
Company: Selene Holdings LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My name is XXXX XXXX and my account number with XXXX XXXX XXXX is ; XXXX. 

My mortgage loan XXXX XXXX was behind so i applied, and was approved by the XXXX  Mortgage Relief program to bring my loan current. After I was informed that I was approved, I was later informed that the funds had been transferred to XXXX XXXX. I contacted XXXX on several occasions to find out when the funds would be applied to my account, and they said they did not know. 

I called again and asked and asked for an update on when the funds would be applied to my account, and they again said they did not know. Today is the XXXX day after the funds have shown as received by XXXX XXXX, but have not been applied to my account. A week ago I received an e-mail from the XXXX  Mortgage Relief program ( this is the organization that provided the funding ), informing me that had made multiple attempts to obtain confirmation from XXXX XXXX that the funds they provided had actually been applied to my account. But XXXX XXXX ignored them, and have not responded to their requests. 

Before being approved by the XXXX. program, I had been pushing and complaining to XXXX about failing to partner with the XXXX. program and not providing them with the information that they needed to get me approved. Several times a month I had to call and complain to them. After being approved by the XXXX. program, they informed me that the final document that they needed from XXXX was the total amount that would bring my account current. And I had to again call XXXX XXXX to complain about their lack of partnership to get them this information. How hard could it have been for someone to tell you how much you owe them, so they could pay you. But finally, in the middle of XXXX of XXXX, XXXX XXXX finally provided that information to the XXXX program. 

Thereafter I received a notice from the XXXX. program stating that they had submitted enough funds to XXXX XXXX to bring my account current through XX/XX/XXXX. I checked my account online with XXXX and I saw that on XX/XX/XXXX, a payment of {$15000.00} was received from the XXXX program. Because of XXXX XXXX failure to timely post these funds to my account, I made XXXX additional payments in XXXX. XXXX posted on XX/XX/XXXX in the amount of {$1700.00}, and on XX/XX/XXXX, in the amount of {$1700.00}. That comes to at grand total of {$19000.00} received in XX/XX/XXXX. 

As of the end of XX/XX/XXXX, the online portal stated that my delinquent balance was {$10000.00}. And the last statement that I received from XXXX dated XX/XX/XXXX stated that I owed {$11000.00}, which is a difference and increase of {$770.00} dollars. 

On XX/XX/XXXX, I checked my online account with XXXX again, and it still stated that my delinquent balance was {$10000.00}. 

On XX/XX/XXXX, I checked my online account with XXXX, and this time it stated that my delinquent balance was {$5600.00}. Which is {$5300.00} less that the last time I checked on XX/XX/XXXX. So {$19000.00} - {$5300.00} leaves {$13.00}, XXXX credit left.Where are these funds? 

On XX/XX/XXXX, I checked my online account with XXXX, and the balance was still {$5600.00}. So where is the rest of the funds, the {$13000.00} that has not been applied. 

It shouldn't be such an effort to dispense funds to an account that they had already audited in order to provide that amount to the XXXX. program, less than XXXX ago. It is my belief that the delay is because they are searching for ways to illegally siphon funds, manipulate my account, and steal funds. 

I need your help in auditing all the funds received, and how they are being disbursed.

Company response to consumer: Closed with explanation