Consumer complaint received 2025-04-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Selene Holdings LLC
State: MA

Complaint narrative:
We had XXXX servicing for 10 years and were informed in late XXXX that a sale would take place on XX/XX/XXXX to Selene Finance. We have a conformed mortgage. My father 's name is on the original note. He passed away in XXXX. We went to court to straighten out the rights to this home. In XXXX we modified the loan and it is on record that all three ( my father 's, my name and my husband 's name ) is on the modification. The deed is in mine and my husbands name. We have had XXXX problems since being sold to XXXX. They treated us with respect and understanding since day 1. Knowing that things could get screwed up again, I asked for reassurance that all paperwork would be sent to Selene and was told that it would all send. Not only have I not received a welcome letter, they will not talk to me. I called to see why we hadnt received any information. I was told that I was not authorized on the account and they could talk to me.... they did tell me that a letter was sent out on the XXXX. Today is the afternoon of the XXXX of XXXX. I came home to the mail and there was a letter... it was not a welcome letter, it was a form letter asking if we needed assistance with our mortgage. The letter was addressed to my father and TO ME! If I am not authorized then why is my name on the address? The address is the same as XXXX used to address it. I called the company back. They wanted to verify a few things before they would even think about talking to me. They wanted the last four of my father 's social. I told her I would need to find it because it was a long time since I had to use it. I asked her to please have patience with me. It was all of 3 min and without notice, she hung up on me. I found the death certificate and called back. The next woman was even worse. After verifying all that I could she said I wasnt authorized and would not talk to me. Trying to find out what i need to do to get authorized I asked questions..... she would not answer me and would only continually repeat over and over... you are not authorized! I have NEW insurance that they need to know about and I need an escrow anaylisis because the insurance is lower. I can not get any of this done at this rate. I should not have to DO ANYTHING. I did not change servicers, they changed me! The stress that this has caused me for almost 20 years is unbearable!!! I didnt think I would ever be back in this position, but I am. I do not know what to do. I did set up an online accout, but I am afraid to make a payment because the amounts are not correct and the insurance info is not up to date. I can not continue to have this issue. The manners on these representitives is so beyond lacking... they are rude and not willing to even have enough patience to wait 3 min on the phone let alone offer an information as to how I can do the work and get them the information that they need.... this is too much. I need some help and resolution please!!

Company response to consumer: Closed with explanation