Consumer complaint received 2022-11-02
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC (TX)

On XX/XX/XXXX, my household income was cut in half due to my spouse being let go from his job due to XXXX. I called Selene Finance to request a XXXX forbearance as provided by The XXXX XXXX. I was told to complete a packet and send it to XXXX. I sent in everything requested, even though according to their site ( see below ), no additional documentation is necessary, but I stupidly sent it in, nonetheless. I sent this in on or around XXXX. A week or so went by and I received zero communication, either via email or regular mail. So, I called in and spoke to a rep on or around XXXX. She reported to me that I needed to send in more documentation, so I sent what she asked to the same loan resolution email address. Another week went by, and I called in on XXXX and was fortunate enough to ( eventually ) speak to supervisorXXXX XXXX. She advised me that I had completed the incorrect application and should have completed a different one which she sent me. In the very beginning, the rep sent me the WRONG application! Nevertheless, she was very professional and did what she could to help, including engaging with the underwriter, and I want to commend her for the efforts. But in the end my request still fell into a black hole, which I discovered todayXXXXwhen I called in and was told that 2-3 weeks will go by before I get an answer. 

This entire situation and how it has been handled is an example of a companys incompetence on a scale I have never experienced before. I began this process as early as I could because I didnt want to have a 30-day late payment. Now, due to this ridiculous mess, I am now 30 days late. I filed XXXXXXXX XXXX XXXX in XXXX of XXXX, and it was discharged early in XXXX of XXXX due to me paying off all creditors early. My plan has been to go two years with a perfect mortgage payment history, which according to FHA guidelines, is 24 months of on-time payments ( FYII am a Mortgage Loan Officer ), so I can request an FHA cash-out refinance to finally complete some repairs to the subject property. That is now ruined due to Selenes disregard of the CARES ACT. I swear as God is my witness that I will call XXXX XXXX myself if this mess isnt fixed, and soon. 

Retrieved on [ XXXX ] from : https : //www.selenefinance.com/CustomerAssistance.aspx The CARES Act for federally backed loans : A federal law, the Coronavirus Aid, Relief, and Economic Security ( CARES ) Act, offers certain protections to homeowners with federally backed mortgages. 
If your loan is a XXXX XXXX, XXXX XXXX, XXXX, XXXX, or XXXX  loan, then it qualifies as a federally backed mortgage loan. The easiest way to determine if your loan is a federally backed loan is to call us at ( XXXX ) XXXX. You can also find this information by visiting agency websites associated with federally backed loans. 
While the XXXX XXXX only applies to federally backed mortgage loans, other mortgage assistance options are available if your mortgage loan isnt federally backed. Please contact us to discuss your financial hardship. 
A borrower with a federally backed mortgage loan experiencing a financial hardship due, directly or indirectly, to the XXXX pandemic may request a forbearance by : Submitting a request to Selene Finance LP XXXX and Affirming that he/she is experiencing a financial hardship during the XXXX pandemic. 
There are no additional fees, penalties or interest beyond the amounts normally due added to the account. You do not need to submit additional documentation to qualify other than your claim to have a pandemic-related financial hardship. 
If your loan is federally backed and you are struggling financially due to a XXXX related hardship, you have the right to request a forbearance period of up to 180 days. You also have the right to request an extension for up to another 180 days. Depending on your loan and specific situation, additional forbearance terms beyond 360 days may also be available. You also have the option to shorten the forbearance period at any time and resume payments if you are able to do so.