Consumer complaint received 2026-05-20 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: TX

Complaint narrative:
Email sent on XX/XX/year> ( no response ) : [ Deleted personal information as instructed ] To Selene XXXX XXXX I am writing this formal email to address the ongoing and severe mismanagement of my mortgage account. Due to a series of internal system failures and a complete lack of professional follow-through by your staff, my payments have been allocated incorrectly, resulting in inaccurate account statements and damaging, unauthorized late marks on my credit reports. Timeline of Events : XX/XX/year> : I contacted Selene XXXX to report the discrepancy. The representative confirmed the error, assured me the account would be rectified, and promised that a notification would be sent to the credit bureaus to remove the late payment marks immediately. No action was taken. XX/XX/year> : I attempted to follow up. After being held on the line for over an hour, the representative disconnected the call. XX/XX/year> ( Follow-up ) : I spoke with a representative named XXXX. He performed a detailed review and confirmed that the issue originated from a system error on your end, which incorrectly diverted my payments into a Suspense Balance. He reiterated that the account was not actually delinquent. Impact and Demand for Action : The continued lack of communication and failure to resolve this confirmed internal error has caused tangible damage to our personal finances and credit standing. We will not accept further delays or unfulfilled verbal promises. I am calling for the following actions to be completed within three business days : Reallocation of Funds : Move all funds currently held in the " Suspense Balance '' to the appropriate principal and interest buckets to reflect the account as current. Account Reconciliation : Provide a corrected, up-to-date account statement reflecting all payments made. Credit Correction : Submit an immediate " Letter of Correction '' to all major credit bureaus ( XXXX XXXX, and XXXX ) to remove all late payment marks associated with this error. Please provide me with a copy of these transmissions for my records. Failure to resolve this immediately will leave us with no choice but to escalate this matter to the Consumer Financial Protection Bureau ( CFPB ) and the XXXX XXXX XXXX XXXX XXXX XXXX I expect a written confirmation that these steps are being processed by the end of the next business day. Follow-up email sent XX/XX/year> ( no response ) : To Selene XXXX XXXX I am following up on my formal notice sent on XX/XX/year>, regarding the mismanagement of account [ account number deleted per instructions ]. Despite my demand for a written confirmation by the end of the next business day, I have only received an automated acknowledgement. As of today, XX/XX/year>, the three-business-day deadline for the following actions has passed : - Reallocation of Funds : Moving all funds from the " Suspense Balance '' to the correct principal and interest buckets. - Account Reconciliation : Providing a corrected statement reflecting the account as current. - Credit Correction : Submitting a " Letter of Correction '' to XXXX XXXX and XXXX to remove the inaccurate late marks reported on XX/XX/year>. Your staff already confirmed on XX/XX/year>, that these errors were caused by an internal system failure. The continued delay in correcting this is unacceptable and continues to damage my credit standing. If I do not receive confirmation that these corrections have been completed by the end of this business day, I will proceed with filing formal complaints with the Consumer Financial Protection Bureau ( CFPB ) and the XXXX XXXX XXXX XXXX XXXX XXXX without further notice.

Company response to consumer: Closed with explanation