Consumer complaint received 2026-03-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: Selene Holdings LLC
State: TX

Complaint narrative:
I am filing this complaint against Selene XXXX XXXX regarding an incorrect payoff calculation and their failure to correct a clear error despite numerous attempts on my part to resolve the issue. Selene XXXX acquired the mortgage note on my rental property at some point during the life of the loan. In XX/XX/XXXX, I had the tenant vacate the property and placed the property on the market for sale. Since the property was no longer generating rental income to cover the mortgage, my plan was to alternate mortgage payments between this property and another property I own so that neither loan would fall more than 30 days behind. Once the property was sold, I intended to bring the other loan current and resume normal payments. At the time, I was not aware that Selene XXXX had a clause in the promissory note stating that if a payment becomes 31 days or more past due, the interest rate increases from 4 % to 22 %, and they will not accept partial payments. My last mortgage payment was made in XX/XX/XXXX. When I attempted to make the XXXX payment in the first week of XXXX, I was informed that Selene would not accept a standard monthly payment and that the minimum payment required was approximately {$4900.00}. I repeatedly attempted to have Selene accept a partial payment but was unsuccessful. Because the property was already on the market, I decided to focus on completing the sale, accepting that I might incur the higher interest rate and late fees for a short period. I eventually secured a buyer, and the closing was originally scheduled for XX/XX/XXXX. However, due to delays caused by Selene XXXX, the closing did not occur until XX/XX/XXXX. Prior to closing, I requested a payoff statement from Selene XXXX. The payoff they provided incorrectly calculated interest from XX/XX/XXXX through XX/XX/XXXX, totaling 173 days of interest. This calculation is incorrect. The correct interest period should have been XX/XX/XXXX through XX/XX/XXXX, which equals 115 days. I made numerous phone calls to Selene XXXX attempting to have this error corrected. It was extremely difficult to get past the initial call representatives, who repeatedly stated that their system generated the payoff amount and they were unable to modify it. Eventually, I reached someone in Selenes Commercial Lending Department who acknowledged the issue, apologized, and provided an email address where I could submit documentation regarding the error. After reviewing my email, he responded with the timeline they used to calculate the interest. However, when Selene issued a corrected calculation, they changed the timeline to XXXX through XX/XX/XXXX, which is still incorrect. Since then, I have made numerous phone calls and sent multiple emails attempting to resolve this issue. I have repeatedly been told the matter would be reviewed and that I would receive a call back, but these promised callbacks rarely occurred. One representative, XXXX, repeatedly gave the impression that the issue was being actively addressed, but eventually she stopped taking my calls, with various explanations given each time I tried to reach her. As of today, Selene XXXX is still holding : {$3600.00} in interest they incorrectly charged for XXXX, and {$360.00} in additional interest charges that resulted from delays caused by Selene XXXX. I also sent Selene XXXX a formal written complaint, but the response I received simply stated how much I received at closing and made no attempt to address or correct the interest calculation error. I am requesting that Selene XXXX : 1. Correct the payoff calculation to reflect the proper interest period. 2. Refund the {$3600.00} in improperly charged interest. 3. Refund the {$360.00} in additional interest caused by their delays. 4. Provide a written explanation of how this error occurred. Despite numerous attempts to resolve this matter directly with Selene XXXX, they have failed to correct the error or return the funds they improperly collected.

Company response to consumer: Closed with explanation