Consumer complaint received 2022-03-27
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Selene Holdings LLC (GA)

I am being unfairly treated by my mortgage lender and have been a 1 1/2 years challenge with customer service and accurate accounting and communication as it relates to my mortgage. 

I reached out to CFPB in XX/XX/XXXX seeking assistance with this problem while trying to get a forbearance in XXXX of XXXX. I was placed in an unauthorized loan modification and continually denied assistance. My request to pay mortgage was declined from XX/XX/XXXX to XX/XX/XXXX due to being in a false foreclosure ( I have never received documentation from an attorney 's office informing me I was either headed or in an active foreclosure- however Selene 's call center would not let me speak to my loan office and denied working out payment arrangements with me until XX/XX/XXXX ). 

I have had my attorney write letters to assist in getting accurate accounting and communication. Selene 's response was they were doing all they can to assist me in getting a loan modification when I was asking to simply pay up my mortgage. Finally in XX/XX/XXXX I was provided a reinstatement quote of which I asked for an explanation of the corporate/advance balance and a waiver of the late fees. It was agreed that all fees would be waived and for me to submit the {$12000.00} owed from XXXX - XX/XX/XXXX. I I was to receive a reinstatement quote for that amount the same afternoon. I did not receive the reinstatement quote and called the next and was assured it would come in a couple of week. I paid up my past due mortgage on XX/XX/XXXX with a cashiers check in the amount of {$12000.00} through express mail signed by a Selene staff in the XXXX, NJ office. I have been sending my payments this way every month to ensure proper documentation with signature because Selene Finance had not provided a reinstatement quote as of XX/XX/XXXX. 

My attorney sent Selene a certified mail letter requesting a Qualified Written Request under RESPA section 6 establishing what the additional fees are and an explanation why I owed these fees. I have not received a response, but another reinstatement letter dated XX/XX/XXXX and received at my home address on XX/XX/XXXX giving me until XX/XX/XXXX to pay a balance of {$3800.00} of which is in error for I am current on my mortgage to date. Selene has also added an escrow fee of XXXX and Corporate/Advance of {$1900.00} with no explanation requested by my attorney. In addition the fees are not {$720.00} more than the original quote in XX/XX/XXXX, yet I have been making timely payments each month to Selene since XX/XX/XXXX. However the new quote did not count for the XXXX payment so I know that will be amended. 

My complaint is the poor customer service, the dishonest information from more than XXXX customer service representatives since XX/XX/XXXX. I have submitted countless complaints to Selene Finance customer service via email and certified letter and have never in the entire process received a return phone call or honest communication. I was promised a reinstatement quote and for 3 months I have sent countless request for what was promised when I mailed my payment of {$12000.00}. And today they have not provided the documentation requested by my attorney 's office, but sent another quote which is inaccurate, but giving me less than 2 weeks to honor it.

It is clear I am having a one way communication with Selene Finance. I do not have the {$10000.00} it may cost in legal fees to bring Selene Finance to court. Selene Finance is accepting my monthly payment and is posting those payments to a suspended account. This is insulting and absurd. I am trying to avoid a court fees for due process- how do you accept my payments, but withhold an accurate accounting to reinstatement mortgage. 

My experience with Selene Finance as have extremely stressful and shameful. I am caring for my adult XXXX son with a diagnosed XXXX XXXX  and enlarged XXXX and XXXX XXXX. We do not need this kind of stress especially during a pandemic when I only asked for help with my mortgage payments of which by XX/XX/XXXX my income increased and I am doing well financially now and finally paid my back mortgage without their help. I want to move forward and get on the right track with this situation and need the help of the CFPB to inquire. In the meantime, I have my attorney the new reinstatement quote and hope we do not have to take Selene Finance to court for something so minor to correct. 

Thank you