Consumer complaint received 2016-10-25
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Selene Finance LP (MD)

XXXX XXXX, CEO Selene Finance XXXX. XXXX XXXX XXXX, TX XXXX Dear XXXX XXXX, I am in a state of dismay that I am having to write this letter to you BEFORE I am your actual customer. The treatment I received from your customer service department, and I use the term customer service very loosely, leaves a lot to be desired! 

I received a letter in the mail from XXXX XXXX XXXX letting me know they had transferred my mortgage servicing to Selene Finance effective XXXX XXXX, XXXX. I would receive correspondence from Selene prior to XXXX XXXX, XXXX with information on how to make my payments, my new account number, etc. As of Monday, XXXX XXXX, XXXX, I still had not received any information from Selene so I looked your telephone number up on the internet and called. 

When I typed Selene Finance in XXXX, I was shocked that page after page or complaints about Selene Finance appeared. I thought to myself that this must be another Selene Company, that surely XXXX XXXX XXXX would not transfer a good customer to some fly-by-night company. I was wrong! 

I called the customer service number and the first young lady I spoke with was very unhelpful. She was not rude, just unconcerned. I explained the situation and she cut me off mid-sentence and said she could not help me. I tried to explain again that I needed to set up my automatic withdraw to pay the payment and I started to ask when she thought Selene Finance may have my loan information. Again, she said she could not help me. She said she did n't know who I was and she could not discuss paying a mortgage with me. I find it hard to believe anyone other than me would call and offer to pay my mortgage! Before I could say anything else, she hung up. 

I called back and this time asked for a manager. After being interrogated, I was transferred to a male employee. I can not use the term gentleman because he was anything but a gentleman! After being on hold well over 30 minutes, he came on the phone. I started to explain to him what was occurring and he cut me off mid-sentence and said " what do you want me to do? '' I asked how I could set up an automatic withdraw from my checking account - was there a form I needed to complete, could I do this over the phone once my information had been received at Selene Finance. I explained I paid half of the mortgage payment at XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX. Again, he cut me off and said, " We do n't do that here. That is your problem and it sounds like you need to manage your finances better. '' Again, I know this XXXX be hard for you to comprehend because it left me XXXX near speechless, he said, " We do n't do that here. That is your problem and it sounds like you need to manage your finances better. '' I told him to transfer me to his supervisor immediately and he told me there was no one else I could speak with. I asked his name and he refused to give me that. He said he was the highest employee there and was n't going to transfer me. Apparently, I must have been speaking with you! I would think the highest employee at Selene Finance is the CEO. I asked him if he was the CEO of the company and he said " no '' and said " listen lady, this is not my problem and I ca n't help you. If your payment is not paid on time, we will start foreclosure proceedings and if you do n't like it, XXXX '' And remember, all this and I 'm even your customer yet. I can hardly wait until XXXX XXXX! 

If I may give you some background on my mortgage. I was divorced several years ago and began struggling to make the house payment. I am a XXXX and we have not had a pay increase since XX/XX/XXXX. We have had no cost of living raise, no yearly increase, nothing! In fact, my pay has gone down two times when our health insurance premiums increased. In XX/XX/XXXX