Consumer complaint received 2025-10-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Selene Holdings LLC
State: WI

Complaint narrative:
I am seeking CFPB assistance regarding conflicting communications, lack of clarity in loss-mitigation handling, and improper foreclosure communications by XXXX XXXX ( servicer ) and XXXXXXXX XXXX XXXX ( investor/owner ). 

XX/XX/XXXX : I received a letter from Selene denying my loss-mitigation application. 

XX/XX/XXXX : I received a second letter requesting a monthly budget/bill listeven though I had already provided a detailed monthly budget.

The two letters are inconsistent, and I have not been told which one controls my file or whether my application is complete and under active review.

Phone contacts : I spoke with a Selene representative last week, who told me to call Monday or Tuesday to check my status.

When I called Monday/Tuesday, I was told to try again later in the week.

Later that week, I was told I couldnt speak to anyone about my account because it is in litigation. 

My account lists XXXX XXXX as the Loss Mitigation Specialist, but I have not received consistent or transparent updates.

Interest-rate increase to 8 % : Selene/XXXX XXXX XXXXXXXX referenced an increase of my mortgage interest rate to 8 %. I requested the legal/contractual authority ( note/mortgage provisions, any modification agreements/riders, and investor/servicer guidelines or state law ) permitting such a change.

To date, neither Selene nor XXXX XXXX  XXXX has provided legal documentation or a state statute supporting this increase.

Improper foreclosure summons : A foreclosure summons was filed in my deceased fathers name, which is distressing and inaccurate. This should be corrected, acknowledged, and addressed appropriately.

My written communications : Selene received letters from me via email on XX/XX/XXXX, including my monthly budget and requests for clarification.

I have not received a substantive reply from Selene, XXXX XXXX  XXXX, or counsel to my response to the foreclosure filing.

What Ive provided Monthly budget ( already submitted ; I can re-send on request ).

Emails sent XX/XX/XXXX confirming my submissions and requesting clarification.

What I want SeleneXXXX. XXXX XXXX to do Confirm which letter controls my file ( XX/XX/XXXX denial vs. XX/XX/XXXX budget request ) and whether my application is complete and under active review.

Provide the specific reasons for the XX/XX/XXXX denial and identify any document deficiencies and how to cure them.

Confirm whether foreclosure activity is paused during review/appeal and identify my single point of contact.

Produce the legal and contractual authority for increasing the interest rate to 8 % ( note/mortgage provisions with page/paragraph citations, any modification agreements/riders, and investor/servicer guidelines or applicable state law ).

Provide my complete servicing file ( payment history, call/activity logs, loss-mitigation notes ) and copies of all letters sent to me in the past 12 months.

Identify the current investor/owner ( XXXX XXXX  XXXX ) and any investor rules governing my review.

Correct the foreclosure records and issue a formal apology for filing a foreclosure summons in my deceased fathers name. 

Communicate with me after XXXX XXXX  CT by phone and confirm all key updates in writing by email so I have a clear record.

I am willing to provide any additional documents reasonably needed.

Attachments I can provide ( if requested ) XX/XX/XXXX denial letter ( Selene ) XX/XX/XXXX budget request letter ( Selene ) My XX/XX/XXXX emails to Selene My monthly budget Foreclosure pleadings and my response

Company response to consumer: Closed with explanation