Consumer complaint received 2023-01-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: VA

Complaint narrative:
On XX/XX/XXXX I received a phone call from XXXX XXXX of Selene Finance, he asked me what my intentions were after they denied my request for a loan modification, I told him I needed and wanted to keep my home and the reasons why, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and also that we had been impacted by XXXX. He asked me to re start a new loan modification package which I did and said that I could speak with him at any time, just ask that a message be sent through the Selene system to him by any Selene rep that to which I speak with that day or send an email requesting to speak with him, to date I have never spoken with XXXX XXXX no matter how many times I have asked. After sending a new package by XXXX XXXXXXXX on XX/XX/XXXX, a form letter came to me dated XX/XX/XXXX denying the request for a loan modification without a reason, the statement said " You are not eligible for reasons identified in our previous notice to you '' On XX/XX/XXXX I called and left msg for XXXX XXXX with Selene rep XXXX, who said I was denied due to bankruptcy which I had not filed! XXXX said she was sending a msg to a Supervisor and XXXX XXXX to call me, I received a call from neither. On XX/XX/XXXX I received a call from XXXX of Selene Finance who asked me if I wanted to keep my home, I said yes, she said she received and was reviewing the docs I sent on XX/XX/XXXX and said that the file was denied the very XXXX time, ( when I spoke to XXXX XXXX on XX/XX/XXXX ), for insufficient income, ( XXXX XXXX had also stated that Underwriting failed to add in my income, and was going off my husband 's income only ) and she asked me to resubmit my package which I did and send in a new XXXX XXXX  XXXX XXXX - XX/XX/XXXX the XXXX XXXX XXXX, new hardship letter stating that my income was included, upated paystubs for my husband, and indicate in the letter this was a resubmission, she also remarked the letter I received dated XX/XX/XXXX made no sense and did not include a valid reason. On XXXX I received a letter stating I needed to send in more information which I did. On XX/XX/XXXX, I spoke to Selene rep named XXXX, who asked me to send in an additional XXXX XXXX XXXX for my other part time XXXX job, and to send in a letter of explanation as to who was XXXX XXXX as now my mom 's income was added as well. and to send in corresponding check stubs for the XXXX XXXX XXXX. I sent those items in on XX/XX/XXXX by XXXX XXXX, fax, and email, and on XX/XX/XXXX Selene closed the file saying I did not send in the requested documents, On XX/XX/XXXX XXXX Selene rep verified those documents from XX/XX/XXXX were there, but the Underwriter did not understand what I sent in and for me to send in the XXXX XXXX  XXXX again from the XXXX part time job and the corresponding bank statements this time circling the deposits that matched the XXXX XXXX XXXX I went to XXXX  XXXX and emailed and faxed all this in spending almost {$100.00} and on XX/XX/XXXX when I called in and spoke to XXXX, she said the documents were in, but the case was still closed but that she was escalating my file up to a Supervisor and she assured me I would get a call no later than XX/XX/XXXX, to date, I have received NO call from a Supervisor nor XXXX XXXX, even though on XX/XX/XXXX I addressed an email specifically to XXXX XXXX. I have all my XXXX  XXXX receipts, and I have emailed receipts from Selene acknowledging receipts of all information in a timely manner sent to them as requested. Selene for the most part has not been helpful, with the exception of a couple of representatives. I am asking for the CFPB to PLEASE do something about this company. They must have unqualified underwriters, they have people who don't care about Consumers, they just want to take people 's homes in foreclosure as opposed to working out situations. I have all my evidence to point to trying to work with Selene and they are not trying to work with me, they did not stop the foreclosure while reviewing the modification. I sent in the documents required well before the 30 day period, even when they asked for additional documents I was sent them in well before the 30 day period. It is not my fault underwriting did not understand what they were reading. Just today I received a letter from Selene stating they were closing my case the letter is dated XX/XX/XXXX, because I did not send in the documentation as requested.

Company response to consumer: Closed with explanation