Consumer complaint received 2023-09-25 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: Selene Holdings LLC
State: NC

Complaint narrative:
I initially had a mortgage with XXXX XXXX, but due to a loss of employment due to the COVID-19 I was unable to remain up to date on my HELOC, and my Loan was given to Selene Finance . I applied and received funds from the North Carolina 's Homeowners Assistance Fund ( NCHAF ) in order to bring my loan recurrent in XXXX of this year. {$40000.00} was given from this fund, as well as {$12000.00} of personal funds in order to bring the loan reinstated. NCHAF in XXXX and Selene added it to my account partially on XX/XX/XXXX and fully added on XX/XX/XXXX totalling {$52000.00}. 

On XX/XX/XXXX payment was given to Selene Finance for the amount of {$1200.00} ( noted in the attached Bank Statement Document ). We reached out to Selene Finance as when I checked my account the next day it still stated that the {$1200.00} was one day late. A representative from Selene Finance assured us that the payment would be updated by the end of the week. Despite this on XX/XX/XXXX a false late charge in the amount of {$27.00} was charged to my account. I called several times during the month of XXXX and they assured me that the late charge would be removed and it would take just a couple of days to update. Instead, these funds were added to my " suspense account ''. I was also told by a representative of Selene that there were extra funds within my Suspense account due to the loan reinstatement and I would be able to add these funds for my XX/XX/XXXX payment, as my suspense balance amount was {$2500.00}, which is more than enough for the XX/XX/XXXX and XX/XX/XXXX payment. I spoke with a representative on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, regarding this matter who all assured me that the funds would shortly be posted. 

However, these funds have still yet to be updated. On XX/XX/XXXX the payment was removed from suspense, showing a mortgage payment of {$2500.00}. However, my account still displays that the XX/XX/XXXX payment of {$1200.00} is now 55 days overdue as of ( XX/XX/XXXX ). With an additional late charge of {$27.00} on XX/XX/XXXX. 

It is also worth mentioning that there are foreclosure fees on my account reflected in the billing statement, however, I was told that these payments can be made in smaller increments monthly by a representative from Selene on XX/XX/XXXX. 

The company is charging late fees that are false thus burning through leftover funds using late fees reducing the amount they are meant to apply to the principal. Due to the fact that they are applying fraudulent late fees to my account, I feel a more thorough investigation of this collection agency and how they receive and credit Covid funds that are bestowed on Americans hit hard by the Covid crisis. I would greatly appreciate your consideration in assisting me with this matter as quickly as possible as this Company 's suspicious behavior and sending of invoices to me with information that is both incorrect and wording that is threatening and meant to intimidate reflecting a false amount of money that they insist is past due, racking up late chargers. Please find the attached documentation pertaining to my dealings with Selene thus far.

Company response to consumer: Closed with explanation