Consumer complaint received 2024-12-15 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: NY

Complaint narrative:
XX/XX/XXXX my attorney asked for correspondence to be sent to him as he was representing me. I was blocked from the account. In XXXX my attorney sent a letter to give me full access to the account. 

Selene rejected all negotiations and wer eready to foreclose. 

I found out in XXXX that I qualified for XXXX XXXX XXXX. 

I asked the lawyer to get my mortgage statment reinstated with my name and address. He said he still could not figure out why Selene had done that.

I called Selene no less than 30 times trying to get my name restored on the account. I finally get a manager who told me that the issue would be resolved and in fact he told me in all his years he had never seen the actual mortagee replaced with the lawyers name. The mailing address yes, but to have the names placed on the mortgage statement that he had never seen. 

The lawyer sent a cease and desist, Selene responded that it was dated XXXX and not vlaid, obviously the lawyer had a typo. He corrected it. Resent it and I confirmed it was recieved. 

I contimued to call until XXXX and each time I called I referenced the fact that the manager told me it would be resolved and when each rep checked they XXXX you are right and we are going to update notes and get this fixed. 

Finally on XX/XX/XXXX, the rep explained to me that they need a letter from the attorney. I said this is absolutely bonkers, a manager confirmed the letter was sent MONTHS ago and now you are only informing me.

I called my attorney who no longer represents me and he wa
s extremely agitated at Selene. He told me in all his years he had never seen such complete incompetence.

He sent the letter once again.

I again followed up with phones calls and and email and finally resorted to fiiling a complaint.

The first and only response I recieved essentailly made it look like I had a frvilous complaint and that I had been answered. It was completely comical because if you read the letter they are staing we responded to you on the same date as the letter dated as a repsonse to XXXX. 

It gets more comical. I think it was ABUNDANTLY clear my lawyer stopped representing me and with more than XXXX phones ( being conservative ). Since at least XX/XX/XXXX I have been attemtping to take over MY mortgage and have my name replaced on my account. 

Today, Saturday XX/XX/XXXX, I get a letter from Selene stating that I did not provide them with my lawyer contact information as I indicated I am representated by XXXX. They are stating that I did not provide them with suffficient information to contact him, meanwhile all the correpsondence ( monthly statements ) continue to be addresssed and sent to him as recent as XX/XX/XXXX. 

Further, XXXX XXXX, XXXX for a THIRD time my lawyer send a letter stating that he was no longer representing me. I have sent emails stating I am no longer represented by a lawyer. 

In your response, you stated that I was represented by a lawyer. That was the ecuase for not communicating with me, yet you had full permission from the lawyer months ago and if you check the file you will see I had permissions and spoke to reps no less than XXXX times.

Company response to consumer: Closed with explanation