Consumer complaint received 2024-09-26
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Selene Holdings LLC (FL)

See the complaint ( # 1 of 3 ; only 1 filed thus far, this will be # 2 ) filed against XXXX XXXX to see how this whole thing started. 
COMPLAINT ID XXXX In XX/XX/XXXX I had a call w/a XXXX XXXX XXXX in which XXXX chose to have my deferred mortgage payments put onto the end of my mortgage so that I would settle those up when I made my last payment or sold/refinanced my house. The XXXX XXXX rep recorded the call and repeated back everything that I had agreed to and had me verbally agree that was what I wanted and to speak my name to formalize/finalize this issue. I thought that was the end of this issue. It was not and it has tormented my life ( no exaggeration ) ever since! 

I had a Fannie Mae backed mortgage with XXXX XXXX when I obtained my Pandemic Forbearance Plan. While I was with XXXX XXXX, I utilized the plan 8 times to defer my monthly mortgage payments ( thru XXXX XXXX ). However, I had an extension to my plan that allowed me to defer my payments through the XX/XX/XXXX due date. 

Selene Finance took over the servicing of my loan effective XX/XX/XXXX. From XXXX to XX/XX/XXXX I had approximately a dozen conversations with their reps. In every call I went through and explained in some detail what had transpired and led us up to where we were at that point in time. I went through obtaining and using the deferment via my approved Pandemic Forbearance Plan. I noted that I did make some payments and deferred others during my approved period and that I had made every single payment ever since. Each said that they were noting this in their records, but when I talked with the next rep, it apparently wasnt in my record because I would have to go through it all again. Very, very frustrating! Apparently, the communication between XXXX XXXX and Selene Finance regarding my Pandemic Forbearance Plan was non-existent! Where is the fiduciary responsibility of either party demonstrated in the slightest? 

I used the COVID deferment one more time for the due date of XX/XX/XXXX. And, although the XX/XX/XXXX due date was under the forbearance plan extension, I made the XX/XX/XXXX due date payment. And, I have made every monthly payment since. However, Selene Finance has always treated my deferred payments as delinquent, not as attributable to an allowed and approved Pandemic Forbearance Plan. In fact, during a call that they recorded ( they identified every time that they were recording the call ), their rep ( XXXX? ) stated that since Selene Finance was a private organization they were under no obligation to recognize anyones Pandemic Forbearance Plan and that Selene was ( had? ) filing a foreclosure action against me and my property. 

I have been brow beat every which way and when I requested that they provide me with information that showed that they did not have to comply with my Pandemic Forbearance Plan, I was met with silence. This nightmare has plagued my life since their first phone call in XX/XX/XXXX, and has only gotten worse since. 
* * * * * They filed for foreclosure in XX/XX/XXXX * * * * * They have destroyed my credit since XXXX, and by the time I was aware what they were doing, my credit had tanked to a level that I didn't even have an option to refinance w/someone else ( even my bank that I've been w/since XXXX ) * * * * * They somehow got a Summary Judgement ( weve appealed & are waiting ) and my home ( that I have lived in since XXXX is scheduled to be auctioned on XX/XX/XXXX I will be attaching some information and a narrative to paint the popicture a little better for you. If you have any questions and/or need any additional information, please reach out to me at your earliest convenience. 

Thank-you, XXXX XXXX