Consumer complaint received 09/20/2017 about Mortgage (VA mortgage) with Selene Finance LP (VA).
Issue: Struggling to pay mortgage

Complaint: In XX/XX/XXXX/XX/XX/XXXX my husband and I was hit with the XXXX XXXX. We immediately contacted XXXX XXXX XXXX ( mortgage Company ) asking for assistance so that we did not fall into delinquency. We were told to fill out a request for modification that could lower the payments. We gathered all the required documents and submitted them to XXXX. No response was ever decided that we were made aware of. Then in XX/XX/XXXX our loan was sold to a company called Selene FInance. It took about 30-45 days before we were contacted by Selene. We explained that we submitted the Loan Modification XXXX and had not received answers back. Selene informed us we would have to start over based on the loan being given to them. So we had to start totally over because the loan number was different and the documents need to be the most recent. All of the documents were submitted after a long back and forth of required documents that was misunderstood. ie..bank statements to include the last pages that were totally blank. Once all documents were sent in to be reviewed the process took over 30 days even though they said it would take no longer than 30 days. XX/XX/XXXX a letter was mailed out to us stating that they were in receipt of the loan request and that evaluations have been made as to which loss mitigation program they felt we qualified for. We were denied HAMP UP, Repayment Plan, Short-Term Forbearance. We were approved for the Standard Modification. The letter also stated that we needed to accept the offer sign and return it to Selene Finance LP or call and verbally accept by XX/XX/XXXX. We verbally accepted as well as sent the signed offer letter and returned by mail. Approximately a week later a XXXX package was sent to our home with numerous yellow sign here stickers were attached to the Loan Modification Agreement documents. We followed the directions that was the top sheet in the package of documents. XX/XX/XXXX we went to a XXXX store who had a notary onsite to get all the documents signed and notarized as stated in the instructions. We mailed all the forms back through the XXXX XXXX. There were some specific information that was conveyed to us and that was the unpaid would be rolled back into the new modified loan balance. We reached out to Selene to find out had they received the package back. The confirmed date that the package was received through the mail system was XX/XX/XXXX. On that day we asked when do we began to make the modified payment. The representative informed us they were swamped and that the actual in-processing of the package could take upto 30 days or more due to the volume of new accounts received from XXXX. We called back in XX/XX/XXXX and was advised that the office was really swamped and due to the holidays it probably was going to be when everyone was back from all the holidays. So the representative said to make the first payment XX/XX/XXXX because they would be back to full staff. We called back to setup online payments and was successful. So in XX/XX/XXXX an online payment was made for {$1600.00} which was the new modified payment amount. In XX/XX/XXXX another online payment was made for {$1600.00} the modified amount. In XX/XX/XXXXa third online payment of {$1600.00} was made for the modified payment amount. In XX/XX/XXXX the online showed there was an error logging in. So we called to find out maybe we were using the wrong password. We explained to the representative that we were trying to make the fourth online payment of {$1600.00}, but was unable. The representative placed us on hold and reset the password. The problem still was not corrected so we called back and then another representative answered the call and placed us on hold, then came back on the line and said we were locked out due to non-payment for the month of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. We explained that we were in constant contact asking to make the payment and was told the loan was not processed during those months. The representative explained that we had to make the entire amount or they would not be able to take a payment. In XX/XX/XXXX we received a letter stating that the Title was incorrectly done with the wrong County by Selene. A completely new XXXX package with the Modified Agreement documents inside just like before with all the yellow sticky attached where to sign. We refused to sign another agreement because we had not applied for a second Modification. We contacted Selene and explained that we were not asking for another modification. The representative explained that we needed to sign the documents the date that we originally signed. We absolutely was not in agreement for falsifying documents. As of today XX/XX/XXXX we have not been able to make the payments to Selene. The billing statements come by mail and it shows that a payment is due as of XX/XX/XXXX. As of today the account is showing that we are 19 payments behind. Selene was contacted on a monthly basis trying to rectify the issue. No one is trying to sit down and get to the bottom of this nightmare. We received a letter that explained the home was being auctioned off on the Courthouse steps XX/XX/XXXX. We immediately contacted a lawyer to see if there was anything we could do and the lawyer was retained and he represented us. Our lawyer wrote a letter that stated there were some policies that were not adhered to and therefore the Foreclosure had to be removed and cancelled. On XX/XX/XXXX we were informed that the Foreclosure Auction ( concerning our property ) was cancelled. I was told to contact the Veterans Affairs representative who was assigned to our home loan to find out what was next steps. Once we spoke with the VA rep she explained that we needed to get in touch with Selene. We contacted Selene and they advised that we need to fill out the Borrower Assistance Form. Immediately a squeal was released because this means that we are being asked to resubmit a completely new Loan Modification Request. We are now looking at over {$30000.00} in unpaid charges from Selene. They are saying that the modification was cancelled but the billing statements show that the modified agreement of {$1600.00} was due every month that they would not accept the monthly payment. Only until recently did the amount increase and that was only due to the increase in taxes that is needed to cover the loan which is {$1700.00}. Please help us from being railroaded.

Company response to consumer: Closed with explanation