Consumer complaint received 2016-02-03
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Selene Finance LP (VA)

On Saturday XXXX/XXXX/XXXX my car became engulfed in flames while parked at a friends house I was visiting in XXXX, GA for the holidays. Once I reported the fire to my car insurance and started a claim, I was informed by the same that for my personal belongings in the vehicle, that would need to be claimed under my homeowners policy. 
On Monday XXXX/XXXX/XXXX I promptly called my homeowners insurance agent XXXX XXXX of XXXX XXXX XXXX of XXXX, XXXX XXXX XXXX promptly informed me that my homeowners insurance with XXXX ( XXXX ) had been canceled as of XXXX XXXX, XXXX due to non payment of premium by Selene Finance ( SF ), my mortgage company who is responsible for the yearly payment of premiums. I then contacted SF customer service at ( XXXX ) XXXX and left message with XXXX XXXX the assigned representative for my account. 
On XXXX/XXXX/XXXX I called SF again at XXXX after not hearing back from my XXXX XXXX, XXXX call. 
On XXXX/XXXX/XXXX, I again called SF and was directed to the Insurance Dept. at XXXX, to which I inquired about my homeowners insurance being canceled. I was then told by a representative of the Ins. dept. that SF had received notice on XXXX XXXX, XXXX that my homeowners policy had been canceled and the letter was dated XXXX XXXX, XXXX from XXXX. At that point I was told that a representative from SF Claims dept. would be contacting me within 48 hrs, and the name of XXXX XXXX with XXXX XXXX XXXX XXXX ( XXXX ) at XXXX would be my contact. 
On XXXX/XXXX/XXXX at XXXX I received a voice message from XXXX with XXXX at XXXX, referring my claim back to SF because XXXX do not handle those types of claims for SF. 
On XXXX/XXXX/XXXX I initiated a call to SF Ins. dept. and speaking with a representative in the department I informed the rep. of the message left for me on XXXX XXXX, by XXXX from XXXX The SF rep. informed me a rep. from Selene Finance Ins. dept. would be contacting me back. 
On XXXX/XXXX/XXXX at XXXX I received a voice mail message from a XXXX with SF at XXXX ext. XXXX giving a reference no of XXXX. 
On XXXX/XXXX/XXXX, I received a voice message again from XXXX of XXXX informing me that I need to contact SF at XXXX or fax no XXXX, to file a claim because XXXX does not handle these types of claims for SF. 
On XXXX/XXXX/XXXX after receiving XXXX 's message I intiated a call to SF Ins. dept. where I spoke with a XXXX, who gave me XXXX XXXX XXXX XXXX ( XXXX ) at XXXX, another company who processed SF claims. 
On XXXX/XXXX/XXXX after being told by XXXX that they do not handle these types of claims for SF, I called SF Ins. dept. and spoke to a rep. by the name of XXXX ID # XXXX, who took my info to be forwarded to an escalation team within SF Ins. dept, for clarification of my claim for the purposes XXXX & XXXX handling the claim. 
On XXXX/XXXX/XXXX at XXXX I received a voicemail from a XXXX with XXXX, stating they do not handle this type of claim for SF and referred me back to XXXX at XXXX to file my claim. 
On XXXX/XXXX/XXXX an XXXX & XXXX rep. called from XXXX and took a partial claim on my behalf on my losses, then stated an adjuster would be calling me back. 
On XXXX/XXXX/XXXX I contacted SF to inform them that, per XXXX phone conversation of XXXX/XXXX/XXXX, as of yet no adjuster had contacted me regarding my claim. The rep. I spoke with at SF then transferred me to the ins. claims dept. at XXXX. 
On XXXX/XXXX/XXXX at XXXX ; XXXX XXXX rep. XXXX at XXXX contacted me and stated XXXX at SF XXXX informed her to refer me to XXXX XXXX at XXXX at XXXX. 
On XXXX/XXXX/XXXX called SF and spoke with XXXX XXXX about my claim still needing to be processed. XXXX XXXX informed me he would speak with his boss XXXX XXXX, and give him a few days to get back to me. 
As of XXXX/XXXX/XXXX no contact back from SF.