Consumer complaint received 2025-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Selene Holdings LLC
State: PA

Complaint narrative:
I fell behind on my mortgage in late XXXX because of financial hardship. At the time, my mortgage was serviced by XXXX. I immediately took steps to catch up on my mortgage to have it reinstated. I sought assistance from the XXXX XXXX XXXX XXXX, which paid {$5000.00} on my behalf to XXXX on XX/XX/XXXXXXXX  so that I could catch up on my mortgage. I had the remainder of the balance, which was under {$3000.00} in my bank account and ready to pay along with the {$5000.00} in XX/XX/XXXX, since I knew that XXXX required a payment of the full mortgage reinstatement balance in order to reinstate the mortgage. 



XXXX failed to process the {$5000.00} check so that I could have my mortgage reinstated. At around that same time, XXXX transferred my mortgage servicing to Selene Finance, but failed to transfer the {$5000.00} check to Selene Finance. I called Selene Finance to try to get my mortgage reinstated on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and each time, I was told that XXXX did not have the {$5000.00} check to reinstate my mortgage. 



On XX/XX/XXXX, Selene Finance confirmed that they had received the {$5000.00} check, but told me that they could not apply the money because it would be a partial payment. Again, I told Selene Finance that I had the remainder of the balance to reinstate my mortgage in the bank, prepared for payment for this purpose. Selene Finance told me that they would have to transfer me to the loss mitigation department, but that they could not accept my payments at the time. 



On XX/XX/XXXX, I called Selene Finance again in order to try to make the requisite payment to reinstate my mortgage. Selene Finance tried to push me towards accepting a loan modification instead of reinstating my mortgage, even though the interest rate would be over double. I kept asking Selene to instead reinstate my mortgage. At that time, Selene Finance told me that because of the late fees and attorney fees that had accumulated because Selene Finance did not previously accept my payments for mortgage reinstatement, I would need to pay even more to try to get the mortgage reinstated. I explained to the Selene Finance representative that I had made multiple attempts to pay the mortgage reinstatement amount in full starting in XX/XX/XXXX, such that no late fees or attorney fees should have accrued. A Selene Finance representative told me that Selene Finance could waive the fees so that I could proceed with having my mortgage reinstated. The representative told me that I should expect to receive an update on this in the mail. 



I did not receive any update in the mail as promised, so I called Selene Finance against on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, and XX/XX/XXXX. Each time, Selene Finance representatives tried to get me to agree to a loan modification that would make my monthly payments completely unaffordable, while ignoring their prior promise to send me an update in the mail about waiving the fees that had accrued because Selene Finance did not properly accept my mortgage reinstatement payment. 



On XX/XX/XXXX, XXXXnearly one year since I first tried to make my mortgage reinstatement payment -- a representative from Selene Finance told me over the phone that they would not waive the fees that had erroneously accrued. They acknowledged that their call log notes showed that I was told on XX/XX/XXXX that they would remove the fees, but said that they could not do that. 



Selene Finances refusal to properly remove fees that accrued because they would not accept my mortgage reinstatement payment and continuous attempts to instead modify my mortgage to terms that are completely unaffordable to me is deeply unfair. I have lived in my home for twenty years and do not have any other place to live. All I am asking for is that Selene Finance rectify its mistake, remove all fees that have accumulated since XX/XX/XXXX, and allow me to make the remaining mortgage reinstatement payment so that I can stay in my familys home.

Company response to consumer: Closed with explanation