Consumer complaint received 2025-12-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Selene Holdings LLC
State: VA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, VA XXXX Loan Number : XXXX My name is XXXX XXXX XXXX XXXX, and I had a loan # XXXX with XXXX XXXX. In XXXX, I completed a trial payment plan with them, which consisted of payments made in XXXX, XXXX, and XXXX. In XX/XX/year>, I received the loan modification agreement from XXXX, which had a submission deadline of XX/XX/XXXX, and I submitted it on time. I was informed that my new loan would begin in XXXX, my new payment was due on XX/XX/XXXX for the amount of {$1700.00}. 
All of the sudden, I was informed that my loan would be transferred to Selene Finance starting XX/XX/year>, and I was told that the transfer would occur under the same conditions I had with XXXX XXXX. However, this was not the case. In XXXX, I was expecting my first statement from XXXX with the amount agreed upon with XXXX XXXX, but it was not so ; the statement arrived for {$55000.00}. Nevertheless, my loan is now with XXXX, and since XXXX, I have started receiving correspondence that at that time did not reflect my actual situation, considering what was already agreed upon with XXXX XXXX. 
I contacted Selene to inform them about this situation and the large amount of correspondence I was receiving with incorrect amounts, even though I had already resolved the issue with XXXX XXXX. The customer service representative I spoke with told me that perhaps the information was not updated and that according to their system, I was still making payments of {$1500.00} with XXXX XXXX. They advised me to proceed with paying that amount for XXXX and for the future months because that is the amount it appeared on their system. Once again, I explained that the terms had changed and that I believed my payment should be {$1700.00}. They told me that their system showed {$1500.00} and that I should make the payment for that amount in XXXX. I made the payment on XX/XX/year>, and it was deducted from my account on XX/XX/XXXX. However, I continued to receive correspondence from Selene Finance with amounts that, to me, were not what was agreed upon with XXXX XXXX. I started making calls to XXXX XXXX customer service, but they never clearly understood the situation I was going through. The only response I received was that they believed the system hadnt updated all the information due to the account transfers and advised me to pay for XXXX while this was being resolved. Later, they sent me a new loan modification with terms very different from those I had with XXXX XXXX. At that time, I didnt understand what was happening ; I was expecting my account to be up to date in XXXX and instead received a new loan modification with different terms. I made countless calls to customer service, but they never clearly understood what was happening and kept telling me that the old account terms must not have been up to date yet. For this reason, I never signed the loan modification sent by Selene Finance in XXXX because, at that moment, it seemed incorrect to me. 
I received no response from customer service, so on XX/XX/year>, I sent an email detailing the situation, and they only replied on XX/XX/XXXX : We inform you that we have forwarded your correspondence to our Loan Resolution Department for review and processing. However, I did not receive a solution during that time, and the loan modification sent by XXXX expired. In conclusion, after a month of many calls, of which I have records, a representative told me that my loan modification with XXXX XXXX did not proceed and that the loan modification offered by Selene had expired, and I needed to apply for a new modification. I was devastated because they also stopped accepting my payments. if I had known that the old terms with XXXX XXXX were not acceptable anymore under XXXX, I would have signed the new modification that XXXX sent me right away instead of letting it get to this point of urgency. I gathered all the information and submitted the application for a new modification on XX/XX/XXXX. They informed me that the XXXX XXXX department would have 37 days to review my application and let me know if additional documents were needed. Starting in XXXX, I made weekly calls to both the XXXX XXXX department and customer service, hoping for a response. They kept telling me they had no answers. It was truly frustrating because the process was stalled, and the staff who took my calls had no idea what I was talking about. There was even a point where XXXX of the representatives I talked to told me that the department of loss mitigation did not exist in Selene and that he was confused about why the rest of the previous Selene representatives would tell me that such a department exists, which I was so confused about. 
Multiple case escalations were made to the managers in search of a solution, which was the constant response of any Selene associate I would talk to, but I received no response from those escalations either. I have several emails where customer service agents sent me the modification application again because they said the one I submitted had expired. Other emails state that my case was escalated to a XXXX. In short, I have countless emails without a clear response. Only this week, on XX/XX/XXXX, did I receive a letter requesting new documentation, which I am now proceeding to send, as they also informed me that my application has expired and I need to resubmit it. Through this letter, I just want to express my frustration, desperation, and anguish throughout this year since my account was transferred to Selene Finance. I have no clear answers, the process is stalled, and I only see time passing along with the risk of losing my home. After each call, my stress and frustration are so overwhelming that all I can do is cry. I truly believe that this has been a mistake or rather a series of errors that have brought me to this point. This case should have been closed since XXXX with XXXX XXXX if my account hadnt been transferred, but I feel that this transfer has greatly harmed me. I also didnt receive the necessary guidance to simply sign the previous loan modification offered by Selene Finance XXXX However, I think that if I was once eligible for a loan modification months ago, I can be eligible now. 
Since the date of my previous communication in XX/XX/year>, the situation with my loan review process has become even more frustrating and concerning. Despite my ongoing cooperation and my continued submission of all documentation requested, I have yet to receive a clear, consistent, or justified response from Selene Finance regarding the status of my application. 
In XX/XX/year>, I complied once again with providing additional documentation that was requested. After sending the documents, instead of receiving a confirmation or an explanation, I was informedwithout any justificationthat my application had been rejected and marked as expired. This decision came despite the fact that the delays and lack of timely communication were entirely due to Selenes internal handling, not due to any lack of cooperation from my side. 
Following that, I made multiple calls to both customer service and the Loss Mitigation department. As has consistently happened for the past year, no associate was able to give me a clear answer, and I was told repeatedly that my case would be escalated. However, none of these escalations ever resulted in a call back, an email, or any form of meaningful response. I was consistently left without any explanation as to why my application kept expiring while in Selenes possession. What is most distressing is that each time I submit the required paperwork, I am told once again that the application has expired and that I must start overthis now being the third time I am forced to reapply. This pattern has become extremely harmful, not only to my financial stability but also to my peace of mind. It is impossible to move forward when I am repeatedly asked for more documents, then ignored for weeks or months, and then told that everything has expired without any explanation or accountability from Selenes side. 
The evaluator assigned to my application has never provided updates, answers, or decisions. Every time I call, I am told : that there are no notes on the system, that the evaluator is still working, or that the case will be escalated once more. 
None of these assurances have resulted in any actual progress. 
In XX/XX/year>, I sent a new application for the third time, even though I have complied with every request made by Selene Finance, buy my application was rejected. I continue to receive no explanations, no timelines, and no acknowledgment of the multiple errors and delays caused entirely by Selenes internal processes. 
I respectfully insist that the handling of my case has been deeply flawed, and I am now at a point of extreme concern. My only goal is to obtain a fair review and a resolution that allows me to keep my home. I have demonstrated my willingness and ability to comply with all requirements. What I urgently need is for Selene Finance to provide the diligence, clarity, and responsibility that has been consistently lacking throughout this entire process. I just want to request that my application be approved. My only intention is to keep the house ; I cant XXXX my life without it. Here, we have built our family and created memories that are in our hearts, and we dont want to lose it. Financially, we are in a position to pay our mortgage. Our daughter has graduated from university as an accountant and completed her XXXX XXXX. She is starting her new job as a government XXXX. Our lives are changing, and we just want to continue growing.

Company response to consumer: Closed with explanation