Consumer complaint received 2022-02-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: KY

Complaint narrative:
Due to financial hardships ( terminal illness and death of immediate family members, unemployment and underemployment ), I went through many years of being behind in my mortgage payments and facing foreclosure which resulted in my mortgage company Selene Finance putting a lender-place policy on my home. 

My house sustained damage. An adjuster came out but he didn't include all the areas of my home in his report that were damaged and underpaid me for the roof and interior damage. 

All the legitimate roofing companies and contractors I spoke to said the insurance company treated my roof like it was a regular house with a regular roof in which a roofer could just drive up to the house and begin work. I was told they didn't take in account that I have a slate roof and that my house is a huge 3 1/2 story historical home in which it would not be out of the question for a roofing company to have to use a crane to access the roof. It was recommended that I request a Public Adjustment or an Appraisal. 

In XXXX, XXXX I reached out to my Selene Finance file owner who said because my name is not on the policy he would have to communicate my request and concerns to the appropriate people within Selene Finance. Sadly, my file owner never followed through and left me hanging out on a limb. For over a year a called him a left messages, begging for his help. He never answered his phone and failed me in every way. Every attempt I made to speak to Selene Finance customer service was met with customer service transferring me to my file owner who never answered his phone. 

I have had the house tarped twice but the tarps blow off. In XXXX, XXXX, I also found out a XXXX sister had terminal XXXX. I tried to be there for her as much as I could but due to COVID-19 numbers being so high, I could not be in the hospital room and she die alone in XXXX, XXXX. Two months later I lost a XXXX XXXX  niece to XXXX  XXXX. 

My house is going to literally fall in if I don't get fair and appropriate assistance that will result in me getting sufficient money to make my repairs. I pay a great deal of money for lender placed policy but I can't advocate for myself and take the steps to get an appraisal because Selene Finance is named as the insured on the policy that I pay a high monthly premium on. 

I'm a homeowner that has been confused and intimidated by this entire process. I've tried to learn the language I need to use to get my point across and attention that my situation deserves. XXXX XXXX is the insurance company and they are open to allowing me to have a Public Adjustment or an Appraisal done but they say I have to get Selene Finance 's approval. Please see attached email and letter from XXXX XXXX with XXXX XXXX XXXX. 

Selene Finance has completely stonewalled me. Selene Finance has stood by and left me stressed out and struggling in a badly damaged home that should be covered by my insurance. Selene Finance has blocked me from contesting the insurance payment I was given so I can get the sufficient funds to repair my home. 

I have attempted to have a Public Adjuster represent me but he said there is nothing he can do if Selene Finance won't allow him to represent them for my house damage. Please see attached email from XXXX XXXX, Public Adjuster. 

This situation has left me to be the prey of a dishonest so-called roofer that only stepped in to put in a bid so that he could take off with the insufficient money XXXX XXXX XXXX XXXX has paid me. I believe he figured he couldn't do the job for the money and saw a chance to scam me. My house is historical and it was necessary for the roofer to obtain a permit to work on my house. My house is historical and it was also necessary for the roofer to communicate with the XXXX XXXX to submit information about materials and plans for the roofer and get their approval. The approval process with XXXX could take months. It was months ( XXXX, XXXX ) before XXXX XXXX gave me the supplemental check ( which is still insufficient ). In the 4 -5 months the roofer was waiting for me to get the supplemental check, he never requested or obtained a permit to work on my roof. The roofer also never submitted roof materials and plans to the XXXX XXXX for approval, but as soon as I got the check, the roofer harassed and hounded me to give him 55 % of the money up front and he wanted me to write the check in his name, not his company name because he said he didn't have a bank account ( he claims to be in business for 23 years ). The roofer has no legitimate reviews online. They are clearly fake and one of the reviews is made by him using his 1st name and the 1st initial of his last name. The 1st initial in his last name is not common. In the review he made about his " company '' he talks about what a good job " the company '' did. I need legitimate, insured roofers and contractors to do the work and they all say the money is insufficient.

Company response to consumer: Closed with explanation