Consumer complaint received 2024-01-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Selene Holdings LLC
State: NJ

Complaint narrative:
Below is an email chain that was started back on XX/XX/XXXX and still they have not resolved my issue. It is a very simple fix. The original servicer took the XXXX payment, but XXXX still shows the XXXX payment due to them. All they need to do is contact the previous servicer to confirm they pulled the payment from my account and remove the XXXX payment. If they remove the XXXX payment I would owe them in total through XXXX XXXX payments of {$2500.00} for a total of {$15000.00}. To date I have sent {$14000.00} so I would owe a balance now of {$740.00}. But because they show XXXX they say I owe {$18000.00}. Below is an email chain going back to XX/XX/XXXX which also outlines other issues I had with them. I sent through all proofs of insurance which they never recorded and took out an insurance policy for {$7000.00}. They have since fixed this and canceled the policy and removed the payments they charged me for on this. This is a nightmare! I just want my account reconciled properly so I can pay them each month on time. 





On Wed, XX/XX/XXXX, XXXX XXXX  XXXX XXXX XXXX wrote : Hi XXXX, Two more weeks have passed since I emailed a response to you about the outstanding unresolved issues regarding the balance on my account. 

I can not have an account rep that does not respond for weeks on end. 

I need a manager to contact me immediately to confirm someone is looking into addressing the problems on my account and I want to be assigned a new account rep. 

If someone else is seeing this, please pass this up the chain to someone in authority before I need to resort to other legal means to get this rectified. 

Regards, XXXX XXXX XXXX XXXX On Tue, XX/XX/XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX wrote : Hi XXXX, Also, one additional issue I need to make sure is addressed, my account has been assessed with 3 late charges of {$150.00} each for a total of {$460.00}. Obviously, these charges need to be reversed due to the significant problems that have occurred on my account through no fault of mine. 

Regards, XXXX On Tue, XX/XX/XXXX at XXXX XXXX XXXX XXXX wrote : Hi XXXX XXXX It has been 6 days since I sent the email below asking you to confirm the credit balance on my account. 

I would like to get all of these details finalized this week as this has been dragging on for 5 months and I need my account in order before the end of the year. 

Regards, XXXX On Wed, XX/XX/XXXX at XXXX XXXX XXXX XXXX wrote : Hi XXXX XXXX If they have squared away the XXXX payment then Selene XXXX only be owed 5 payments at this time for XXXX thru XXXX. My payment is {$2500.00} XXXX XXXX  = {$12000.00}. I paid {$12000.00} in XXXX and Selene took one draft in XXXX for {$2500.00}, so that totals {$14000.00} that I paid, subtract the 5 payments due and I should have a balance of {$1800.00} that should be applied to XXXX, leaving a balance due of {$740.00} on the upcoming XXXX payment, not the XXXX payment. So your amount is accurate, but that is what I will need to pay in XXXX after my remaining balance is applied. 

Please confirm you agree and will speak to whomever can clear this up on my account. 

Thank you for your continued assistance to get this all straightened out. 

Regards, XXXX On Sat, XX/XX/XXXX at XXXX XXXX wrote : Good morning XXXX, I confirmed this morning the payments have been applied correctly, the funds from Sharestates were confirmed XXXX The first payment due date was corrected within Selene to XXXX. I was advised yesterday the payment for XXXX was short by {$740.00}. I am reviewing the file to determine the shortage. Can you confirm the payments completed to Selene were for the monthly amount of {$2400.00}. 



Thank you! 

XXXX XXXX From : XXXX Sent : XX/XX/XXXX XXXX XXXX  To : XXXX Cc : " XXXX XXXX - XXXX XXXX XXXX XXXX XXX XXXX Subject : Re : [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX XXXX XXXX XXXX XXXX CAUTION - EXTERNAL EMAIL : Do not click links or open attachments you do not trust. 




Hi XXXX, Was the XXXX payment issue handled? Meaning, has Selene acknowledged that the XXXX payment was taken by XXXX and should not be on your books? 

If everything was applied correctly, my account should be paid through XXXX and still showing a balance of approximately {$1200.00} that would be applied to my XXXX payment. 

Regards, XXXX On Wed, XX/XX/XXXX, XXXX XXXX  XXXX wrote : Hi XXXX, XXXX am not aware if my XXXX has already reached out, he confirmed he scheduled the call this morning. I just wanted to make sure you received the confirmation, the payments have all been applied correctly as of today, the account will show current as of tomorrow. I will confirm everything on the account has been up to date, first thing in the morning. 



Thank you! 

XXXX XXXX From : XXXX XXXX XXXX XXXX  To : XXXX Cc : '' XXXX XXXX XXXX XXXX Loan Servicing '' XXXX Subject : Re : [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX Sea Glass XXXX XXXX XXXX XXXX EXTERNAL EMAIL : Do not click links or open attachments you do not trust. 




Hi XXXX, I thank you for your efforts, but the one thing I seem to not be able to get is an email address for any of these people in authority so I can actually contact them. 

I have never in my life experienced a financial institution that allows no access to anyone but a single account rep. 

Are you prohibited from sharing the email of your immediate supervisor? 

This is all highly suspect behavior from a financial establishment. I think I will contact XXXX XXXX, since they now own the account, and see if I can get satisfactory assistance from them. 

Regards, XXXX On Tue, XX/XX/XXXX, XXXXXXXX XXXX XXXX wrote : Good morning, I have escalated this matter to all the correct channels several times, I am not sure what is causing the delay. I have escalated this to my management as well, several times. I have informed my managers XXXX XXXX and XXXX XXXX of this issue several times. My manager XXXX XXXX will be reaching out to you today to go over the loan and provide an update. I apologize, but I have tried to get this resolved with all the proper departments. 



Thank you! 

XXXX XXXX From : XXXX XXXX XXXX XXXX  To : '' XXXX XXXX XXXX XXXX, " XXXX '' XXXX, " XXXX '' XXXX Cc : '' XXXX '' XXXX Subject : RE : [ XXXX ] [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX Sea Glass Life LLC CAUTION - EXTERNAL EMAIL : Do not click links or open attachments you do not trust. 




@ XXXX what is causing the delay? 



Best regards, XXXX XXXX XXXX of Servicing Operations Risk Monitoring =BF=BF O. XXXX XXXX XXXX XXXX Station Plaza XXXX XXXX Neck, NY XXXX XXXX CONFIDENTIALITY NOTICE : This email and any XXXX are for the exclusive and confidential use of the intended recipient. If you are not the intended recipient, please do not read, distribute or take action in reliance upon this message. If you have received this in error, please notify us immediately by return email and promptly delete this message and its attachments from your system. 



From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Cc : XXXX ; XXXX ; XXXX Subject : Re : [ XXXX ] [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX XXXX XXXX XXXX XXXX To All, I am completely at a loss as to what to do. Two more weeks has passed and I still have not received a call from XXXX. 



XXXX, can you please give me his email address or the email address of any other human being working at Selene that has any power to do anything at all.

I am putting Selene on notice that if any more money is auto drafted from my bank account I will immediately be filing a lawsuit against Selene. I need someone in authority to confirm they have received this email.

Also, to add insult to injury, after taking months for Selene to finally admit they had proof of insurance coverage and had canceled the insurance policy, what shows up in my mailbox last week???? Another notice stating that Selene does not show proof of coverage for my property. What in the world is going on over there???? 



Regards, XXXX XXXX On Thu, XX/XX/XXXX at XXXX XXXX XXXX - XXXX XXXX XXXX XXXX wrote : Any word on XXXX XXXX @ XXXX @ XXXX Best regards, XXXX XXXX XXXX of Servicing Operations Risk XXXX XXXX O. XXXX XXXX XXXX XXXX Station Plaza XXXX XXXX Neck, NY XXXX =BF=BF|=BF=BFLinkedIn=BF=BF|=BF=BFTwitter=BF=BF|=BF=BFFacebook CONFIDENTIALITY NOTICE : This email and any XXXX are for the exclusive and confidential use of the intended recipient. If you are not the intended recipient, please do not read, distribute or take action in reliance upon this message. If you have received this in error, please notify us immediately by return email and promptly delete this message and its attachments from your system. 



From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX  To : XXXX ; XXXX ; XXXX Cc : XXXX XXXX - XXXX XXXX XXXX XXXXXXXX Subject : Re : [ XXXX ] [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX XXXX XXXX XXXX XXXX XXXX XXXX, A week has passed and I still I have not been contacted by XXXX. I need your supervisor to call me right away on my cell phone XXXX. 



This situation is completely unacceptable and bordering on illegal. I need it remedied today. 



Regards, XXXX XXXX XXXX Sun, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX wrote : Hi XXXX, Thank you, I will expect XXXX 's call. 



Regards, XXXX On Wed, XX/XX/XXXX at XXXX XXXX wrote : Hi XXXX, I have sent your XXXX to my XXXX ; I have requested for a call back from him for you. He has reached out to our CASH team to advise ; the payments were placed on the account incorrectly using the default interest rate that was placed on the account. He has advised me once he gets clarification, he will be reaching out to you either phone or email. His name is XXXX XXXX, just in case. 



Thank you! 

XXXX XXXX From : XXXX Sent : XX/XX/XXXX XXXX AM To : XXXX, " XXXX XXXX - XXXX XXXX XXXX  '' XXXX Cc : Subject : Re : [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX XXXX XXXX XXXX XXXX CAUTION - EXTERNAL EMAIL : Do not click links or open attachments you do not trust. 





Hi XXXX, Please advise your XXXX 's email address or copy them into this email so I can have contact with them directly. 



I need this addressed this week. 



Regards, XXXX On Wed, XX/XX/XXXX at XXXX XXXX wrote : Hi XXXX, I have XXXX your email over to my management team to review, the funds do not appear to have been placed correctly on the file, but I am not able to determine what occurred. I sent the information to my XXXX yesterday, I have not received an update from him as of now, I will follow back up with him. 



Thank you! 

XXXX XXXX From : XXXX XXXX XXXXXXXX XXXX To : XXXX Cc : '' XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX Subject : Re : [ Ref # : XXXX ] [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX Sea Glass XXXX XXXX XXXX XXXX EXTERNAL EMAIL : Do not click links or open attachments you do not trust. 





Hi XXXX, Thank you for confirming the insurance was canceled on XX/XX/XXXX. 



However, there are still major accounting discrepancies with my loan. 



To date I have paid XXXX {$14000.00}. 



I only owed payments of {$2500.00} for XXXX, XXXX, XXXX and XXXX which total {$10000.00}. 



So I should have a credit balance on my account totaling {$4400.00}. 



Therefore, no payment should be pulled from my bank account for XXXX at all and in XXXX you should only pull {$740.00}. Then my account will be balanced out and XXXX you can reinstate the monthly draw of {$2500.00}. 



Please confirm. 



Regards, XXXX On Mon, XX/XX/XXXXXXXX XXXX XXXX XXXX wrote : Hi XXXX, XXXX am so sorry ; I was not receiving your emails in my inbox que. We were just made aware some of our emails were being reflected as spam. Again, I apologize for this issue and inconvenience, I will have a response to the below concerns, XXXX. The insurance was cancelled on XX/XX/XXXX per our insurance dept. 

XXXX. Please see attached payment history. - Please see attached, I have also requested for the payment history to be sent out via mail with a more in-depth explanation. 

XXXX. The payment amount is due for XX/XX/XXXX, in the amount of {$2500.00}. 



Thank you! 

XXXX XXXX From : XXXX XXXX XXXXXXXX XXXX To : '' XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Cc : '' XXXX '' XXXX, " XXXX '' XXXX, " XXXX '' XXXX Subject : Re : [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX Sea Glass Life LLC Some people who received this message don't often get email XXXX why this is important CAUTION - EXTERNAL EMAIL : Do not click links or open attachments you do not trust. 





Hi XXXX, It has been 3 days since I sent my email. This is absolutely unacceptable. I have had mortgages with more than 10 mortgage servicing companies in the past 20 years and I have never had such poor service and lack of attention. If I do not hear from someone in the next 24 hours, I will be left with no choice but to lodge a complaint against Selene with the FTC. 



Regards, XXXX Virus-free.www.avg.com On Tue, XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote XXXX XXXX can you please provide an update? 



Best regards, XXXX XXXX XXXX of Servicing Operations Risk Monitoring =BF=BF O ... XXXX XXXX XXXX XXXX Station Plaza XXXX XXXX Neck, NY XXXX XXXX CONFIDENTIALITY NOTICE : This email and any attachments are for the exclusive and confidential use of the intended recipient. If you are not the intended recipient, please do not read, distribute or take action in reliance upon this message. If you have received this in error, please notify us immediately by return email and promptly delete this message and its attachments from your system. 



From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX  To : XXXX ; XXXX ; XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX Subject : Re : [ XXXX ] [ Ref # : XXXX ] URGENT ATTENTION NEEDED for loan # XXXX XXXX XXXX XXXX XXXX XXXX XXXX, It has been almost XXXX weeks since my last email and again no contact. 



I am waiting for you to confirm if you have in fact received the proofs of insurance I sent months ago so that the insurance policy Selene wrongly took out in my name can be cancelled.

Furthermore, I sent almost {$12000.00} to Selene a month ago and my account balance is now actually $ XXXX than when I took the loan out. 



I need immediate action on the following items : XXXX. Cancellation of the insurance policy Selene took out in error and any credits made to my account for such. 



XXXX. A full, detailed accounting of my loan. I need to see where every XXXX has been applied, any fees or surcharges I have incurred due to Selene 's mishandling of my account and how these will be reversed and my account credited accordingly. 



XXXX. Confirmation of exactly what payment will be pulled from my account for XXXX and on what date. 



I need these items handled within 48 hours. Thank you for your attention. 



Regards, XXXX Virus-free.www.avg.com On Mon, XX/XX/XXXX at XXXX XXXX XXXX XXXX wrote : Hi XXXX, Thank you for the quick response, I am very happy to hear that we are finally making progress. 



Please confirm if the proofs of insurance have been located or if I need to have them sent again so that policy can be cancelled. 



Regards, XXXX XXXX Mon, XX/XX/XXXX, XXXX XXXX  XXXX wrote : Good morning, I apologize for the untimely responses ; I have been working with our accounting team and prior servicer to have the loan corrected on my end. The account has been updated ; the funds will be placed today for XXXX payment. The ACH will start for you in XXXX, due for XX/XX/XXXX payment. Again, I apologize for the delayed responses, but I have had your account corrected and up to date. 



Thank you! 

XXXX XXXX From : XXXX XXXX XXXX XXXX To : XXXX, " XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX Cc : Subject : URGENT ATTENTION NEEDED for loan # XXXX Sea Glass XXXX XXXX XXXX XXXX XXXX, XXXX, < [ Ref # _ XXXX ] ACH Information.eml> CAUTION - EXTERNAL EMAIL : Do not click links or open attachments you do not trust. 





To Whom It May Concern, I am desperately in need of assistance on my account and I am hoping someone reading this email will be able to help me. 



My loan was sold to Selene in early XXXX, less than two months after its origination with XXXX XXXX XXXX XXXX in XXXX. Since Selene took over it has been nothing short of a nightmare. The account was not accurate from the start, the account manager assigned to my loan can not seem to help, both the dwelling and flood insurance certificates that have been sent have never been attached to my account resulting in a $ XXXX policy being taken out on my behalf and it is nearly impossible to get a human being on the phone ( including my account manager ) to get this straightened out. 



Below is a timeline of everything that has transpired since the origination of this Loan : XX/XX/XXXX - Original loan closes with XXXX XXXX XXXX XXXX which is set up with automatic drafting by ACH XX/XX/XXXX - First payment is taken by XXXX  from XXXX XXXX XXXX XXXX account at XXXX  XXXX XXXX ( see attached screenshot ) XX/XX/XXXX - Also, this is the day I receive an email from XXXX XXXX XXXX XXXX advising me that effective XXXX Selene will take over servicing my loan and all payments due XXXX forward should be sent to Selene.. However, this same day XXXX has already debited my account for the XX/XX/XXXX payment so as far as I am concerned, I don't have to worry about the XXXX payment. 



XX/XX/XXXX - I receive a letter from Selene confirming " receipt of your request to participate in our ACH Autopayment Services which will begin with my XX/XX/XXXX payment and will draft on the XXXX day of each month '' ( see attached letter ), so at this point I have no reason to believe there is any issue at all with my account and I have no concern that all of my payments will be made on time. In fact, I'm a little concerned that my XX/XX/XXXX payment will be duplicated, but I figure I will just wait and see. 



XX/XX/XXXX - I receive my first contact from any Selene employee at all, XXXX XXXX, my account manager, she sends a boiler plate welcome email talking about the portal. Again, at this point, as far as I am concerned, everything with my account is fine. 



XX/XX/XXXX - I receive a notice from Selene that they need proof of dwelling and flood insurance. I contact my agent at XXXX XXXX for dwelling and the building manager at the property for flood and they each send the policies to Selene that day. I have emails to prove this that can be sent if needed or I can put you in touch with these women directly to confirm this. 



XX/XX/XXXX - I receive an email from XXXX where she informs me that my XXXX and XXXX payments are due and I need to bring the account current before the automatic drafting can begin. I respond back to her the same day and inform her I am traveling out of the country to remote areas with limited internet access and I advise her the XXXX payment was already taken by XXXX and I attach the screenshot from my bank. ( see attached email ) XXXX never responds to my email and does not contact me in any way again until XX/XX/XXXX. 



XXXX I receive an email from XXXX informing me that payment is due immediately for XXXX, XXXX and XXXX. I respond back to her the same day reminding her I sent an email weeks ago about the XXXX payment being taken and needing to get this corrected on my account so I can make the other payments. 



XX/XX/XXXX - XXXX finally responds to my email from XX/XX/XXXX and says " my manager has escalated this to our loan boarding team to get with the prior servicer to have the XX/XX/XXXX payment submitted to us or to provide the confirmation for our system to be updated correctly. '' XX/XX/XXXX - I receive a letter dated XX/XX/XXXX that informs me my mortgage loan has now been acquired by Massachusetts XXXX XXXX XXXX Co, but still being serviced by Selene. 



XXXX I receive a notice in the mail without any date indicating an insurance policy has been taken out at a cost of {$7400.00}. 



XX/XX/XXXX - I begin to receive default notices stating the account needs to be brought current by XX/XX/XXXX. 



XX/XX/XXXX - After trying for days to get through on the phone to speak to someone at Selene with no luck, I try calling to make a payment by phone to just pay what is due to prevent any further legal action from being taken. After XXXX attempts I finally get someone on the phone who is able to take my payment information and process the payment for me. I paid {$12000.00} and I have ABSOLUTELY no idea what that covered or what fees I was charged. 



This is a totally unacceptable situation. I need someone to help me with this account. I need a detailed accounting of the numbers, I need someone to find the proofs of insurance I sent so the policy that was taken out can be cancelled and I need to get the account straightened out to get us back on track to get payments drafted automatically every month. I would like someone to email me to set up a time for a conference call to get this figured out. I work from XXXX EST M-F so preferably a time after XXXX XXXX  EST but I would like a DIRECT phone number to call someone. Or if you want to call me on my cell below, please text me first to let me know you are calling so I pick up the unrecognized phone number. 



PLEASE, PLEASE, I AM BEGGING FOR YOUR HELP!! 



Regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation