Consumer complaint received 2024-07-23
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Selene Holdings LLC (GA)

I am filing a complaint against Selene Finance LP for numerous violations related to the servicing of my mortgage. These violations include failure to properly credit payments, providing inconsistent and inaccurate statements, lack of account access, poor communication, unauthorized attempt at loan modification, and improper foreclosure proceedings. These actions have caused significant distress and put my home at risk of wrongful foreclosure. 

Background On XX/XX/XXXX, my mortgagewas transferred from XXXX XXXX to Selene Finance LP. Since this transfer, I have experienced the following issues : XXXX. Failure to properly credit payments XXXX. Inconsistent and inaccurate statements XXXX. Lack of online access to account information XXXX. Poor communication and customer service XXXX. Unauthorized attempt at loan modification XXXX. Improper foreclosure proceedings Detailed Account of Events : XXXX. XX/XX/XXXX : Made two payments to XXXX XXXX  as instructed ( {$800.00} on XX/XX/XXXX, {$500.00} on XX/XX/XXXX ). 

XXXX. XX/XX/XXXX : Received statement from Selene Finance claiming no payments received since XX/XX/XXXX. 

XXXX. XXXX XXXX : Made multiple payments to Selene Finance XXXX XXXX Payments and Wire Transfers- XX/XX/XXXX : {$690.00} ( wire transfer ) - XX/XX/XXXX : {$96.00} ( to cover an unapplied balance ) - XX/XX/XXXX : {$690.00} ( ACH ) - XX/XX/XXXX : {$690.00} - XX/XX/XXXX : {$690.00} - XX/XX/XXXX : {$690.00} XXXX. XX/XX/XXXX : Received statement claiming XX/XX/XXXX payment was still unpaid. 

XXXX. XXXX XXXX : Repeatedly contacted Selene Finance XXXX XXXX and email, providing proof of payments, including bank transfer confirmation numbers. 

XXXX. XX/XX/XXXX : Spoke with XXXX in mitigation department, who confirmed finding all payments up to that date and assured they would be applied. 

XXXX. XX/XX/XXXX : XXXX again confirmed finding all payments and assured they would be posted. 

XXXX. XX/XX/XXXX : Attempted to make {$1400.00} payment. Selene Finance refused, claiming over {$3500.00} owed and May payments not applied.Told me to call back and allow customer service time to locate and apply the payments May payments. 

XXXX. Informed that my account sent to foreclosure receiving no notice. 

XXXX. XX/XX/XXXX : Received statement claiming unpaid payments dating back to XX/XX/XXXX. 

XXXX. XX/XX/XXXX : Selene Finance claims to have " found '' XXXX payments but can not confirm application to mortgage. 

XXXX. Selene Finance has informed of intent to reject {$1400.00} payment for not fulfilling balance due, despite reporting inaccuracies. 

Ongoing Issues XXXX. Unable to access account information, statements, or payment history online since transfer. 

XXXX. Selene Finance has offered no transparency regarding account changes and updates. 

XXXX. As of complaint date, Selene Finance unable to confirm payments made or applied, although found. 

XXXX. Attempted loan modification without consent or knowledge. 

XXXX. No official documentation received regarding alleged foreclosure status. 

Violations I believe Selene Finance LP has violated several laws and regulations, including : XXXX. Real Estate Settlement Procedures Act ( RESPA ) : Failure to properly apply payments and respond to qualified written requests. 

XXXX. Truth in Lending Act ( TILA ) : Providing inaccurate account statements and failing to provide required disclosures. 

XXXX. Fair Debt Collection Practices Act ( FDCPA ) : Attempting to collect amounts not owed and failing to validate the debt upon request. 
4. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) : Misrepresenting account status and improperly initiating foreclosure proceedings. 

Impact These actions have caused significant emotional distress and financial uncertainty. I fear losing my home due to Selene Finance 's mismanagement and potential predatory practices. 

Attempts to Resolve I have made numerous attempts to resolve this issue directly with Selene Finance, including multiple phone calls, emails, and providing proof of payments. Despite these efforts, the issues persist.

Desired Resolution I request that the CFPB : 1. Investigate Selene Finance LP 's practices, specifically their payment application processes, communication methods, and foreclosure initiation procedures. 

XXXX. Require Selene Finance to provide a full accounting of my mortgage, including all payments made and their application. 

XXXX. Ensure all my payments are correctly applied and my account status is accurately reflected. 

XXXX. Halt any foreclosure proceedings initiated in error. 

XXXX. Require Selene Finance to provide me with full online access to my account information and statements. 

XXXX. Take appropriate enforcement action to prevent similar occurrences for other borrowers. 

Thank you for your attention to this matter. I am willing to provide any additional information or documentation as needed.