Consumer complaint received 2025-01-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Selene Holdings LLC
State: NY

Complaint narrative:
Subject : Formal Complaint Regarding XXXXXXXX XXXX Billing Practices, Loan Number XXXX Dear Consumer Financial Protection Bureau ( CFPB ), I am submitting this complaint regarding the billing practices and lack of transparency by XXXX XXXX  I have encountered multiple issues with their processes that I believe warrant immediate attention. 

Summary of the Issue Unexplained Fees : I have been paying my mortgage via autodraft on the XXXX of each month. However, XXXX XXXX  has been adding {$320.00} to my account every month, which includes : {$270.00} as a late fee. 
{$50.00} as " other charges, '' which are not described or explained anywhere in the statement. 
When I inquired about the {$50.00} charge, I was informed it is a " corporate fee, '' but there is no documentation or explanation to justify this charge. 
Miscommunication on XXXX XXXX Date : Today, I downloaded a statement ( which I have not received by mail to date ) and discovered an accrued late payment fee of {$2300.00} for several months. 
I was shocked to learn my payment due date is listed as the XXXX of the month, not the XXXX, as I was previously led to believe. 
Despite this, I have never received any phone calls, email alerts, or courtesy letters notifying me of this discrepancy or the accruing late fees. 
Lack of Resolution from Customer Service : When I contacted XXXX XXXX, the customer service representative was unable to provide a satisfactory explanation as to why I was not notified of the overdue payments or excessive late fees. 
The representative also refused to waive any fees and simply stated that I should have been checking my statementsstatements that I have never received by mail. 
Previous Issues with Billing Practices : In XX/XX/2024, I filed a similar complaint when XXXX XXXX  incorrectly charged me for XXXX XXXX XXXX ( XXXX  ) payments, leading to an extra {$500.00} being added to my monthly payments. 
Concerns and Request for Resolution Fraudulent and Misleading Practices : XXXX XXXX  is misleading customers by not providing accurate or timely communication regarding payment due dates and late fees. 

Lack of XXXX : The {$50.00} " corporate fee '' lacks transparency and proper documentation in statements. 

Failure to Notify : Despite having my contact information, XXXX XXXX  has failed to send any alerts, emails, or letters to inform me of payment discrepancies or accruing late fees. 

Inadequate Customer Support : The customer service team was unhelpful and unwilling to address or resolve these issues, which further highlights the company 's lack of accountability. 

I respectfully request that the CFPB investigate XXXX XXXX  for their billing practices, lack of transparency, and failure to notify customers of critical account information. Additionally, I seek a resolution that includes : Waiving the accumulated late fees and unexplained charges. 
Ensuring transparent communication regarding payment due dates and any changes in billing. 
Requiring XXXX XXXX  to provide clear and detailed statements to customers on a timely basis. 
Thank you for your attention to this matter. I look forward to your assistance in addressing these concerns. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation