Consumer complaint received 2024-12-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Selene Holdings LLC
State: SC

Complaint narrative:
I was previously with XXXX XXXX and had been on a escrow workout program to get my escrow account current. My initial payments with them were XXXX, including my escrow of {$200.00}, principal of {$410.00}, and an interest at 2.6 % of {$460.00} monthly. My payments during the payment program went up to {$1400.00} monthly with an escrow of {$590.00}, principal of {$440.00}, and an interest at 2.6 % of XXXX monthly. The payment plan with BSI financial was supposed to be worked out by XXXX XXXX. Selene Finance took over my mortgage in XXXX XXXX  When I initially called Selene Finance to set up my online account, I did ask them about my payments going back down to my normal {$1000.00} and they stated that any payment program that was agreed upon through my previous mortgage company would be honored. Throughout this time I paid extra into my escrow to try and get my payments down early which should have been before XXXX XXXX XXXX. I had called at the beginning of XXXX XXXX to try and get this worked out before my XXXX payment. When I called in XXXX they had explained to me that the {$1400.00} would be my payment indefinitely and had no information on any payment plan from XXXX XXXX. I explained to Selene Finance that it did not make sense to me to continue to pay that amount since the only reason I was paying so much was to make my escrow account current, which it was. I asked them to explain to me where my money was going then since the difference of my prior and new payment was not accounted for in the bill. They requested that I email their customer service department to request an escrow analysis. I obliged and provided them with all necessary information including a breakdown of what is owed for taxes and insurance each year and then requested them to do an escrow analysis in order for my payments to go back down to the original amount that I owed previously. These details being that yearly I pay about {$900.00} in taxes and {$1900.00} per year in insurance, meaning a total of around {$2800.00} per year that my escrow would cover. I called back around XX/XX/XXXX inquiring about my analysis and where we were at in the process so my payment did not have to go late awaiting my new monthly payment. Upon speaking with them they explained to me that a letter had been sent stating that they were still working on this and that they would have completed my analysis by XX/XX/scrub>XXXX XXXX XXXX At this time I asked about my tax information as it had changed in the dashboard and showed that I owed around {$2700.00} in taxes and {$1900.00} in insurance. Per XXXX XXXX tax record, I only owed {$950.00} for taxes and insurance remained unchanged. I spent XXXX hours on hold and was hung up on numerous times before getting in touch with the tax department who I had to send screenshots of my tax information to so they could change the information on my dashboard. After getting the tax information resolved, I waited a few more days prior to calling back so that all the information could be corrected and my payments could be updated. I called back on XXXX XXXX XXXX  this time I was transferred numerous times, hung up on 4 times before I could speak with someone about my concerns. At this point my concern is that they kept telling me that I had until the XXXX to pay before my payment was considered late but, still my payment information was not updated. Once I finally got someone on the phone, They notified me that my escrow analysis for lower payment was denied and I actually owed more money starting XXXX XXXX  I asked them how this was possible if they now had all updated information and I only owed {$2900.00} for the entire year, am currently paying {$590.00} monthly for escrow which would equal {$7100.00} for the year, and would have an extra {$4100.00} in my escrow account at the end of the year. I was told by the customer service representative that " it doesn't matter if it does or does not make sense to me, that is what the escrow department decided ''. At this point, I have no idea what I am paying for, or why my payments are increasing when I am already going to have paid into my escrow account far more that what is owed. I could tell that they were getting irritated with me because obviously I had a lot of questions about where my money was going. The Customer service rep then proceeded to say " Well, since your concern is not being able to afford your monthly payments, you can always apply for one of our financial hardship program ''. This was insulting as my concern is what I am paying for with such a high mortgage payment when it is unnecessary. I asked to speak to a XXXX at this point and i was told over and over that the XXXX can't help me. I didn't want to speak to a supervisor about my money at this point, I wanted to speak to them about how I had been insulted, spoken over, belittled, patronized, and overall treated in the most unprofessional manner. Once the XXXX got on the phone they said " XXXX '' and hung up the phone before they could even finish saying hello. At this point I have done everything I can possibly do to resolve the issue with the company and am unsure where to turn.

Company response to consumer: Closed with explanation