Consumer complaint received 2023-10-05 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: VA

Complaint narrative:
The specific errors and information I request is bundled into ten separate substantively similar packets for Selenes reviewing ease, the rule, regulation, code that is violated and proposed resolutionseither mandated in law or by mefor bringing about conclusion and compliance. This company is not in legal compliance and continues to disregard court orders that I control my mortgage. See packet # 1.

This letter and the ten associated packets have been pulled together by me at great expense due to my XXXX. The purpose of this letter is to notify Selene of continuing persistent, frequent, errors on my mortgage account the nature of which are neither legally compliant in Federal code, regulation, rule-making, policy, or guidance nor responded to by Selene as required by the aforementioned elements during my previous attempts toward reaching a compliant and satisfactory resolution. The purpose of this letter and attached documents is to 1. Notify Selene of errors to transaction postings to escrow, interest, principal, and principal only payments I have made on my account since XX/XX/XXXX ; 2. Selene must unwind the misapplied funds to escrow, interest, principal and reapply the correct interest, escrow, and principal. Selene STOLE my {$8000.00} principal only payment and applied it INCORRECTLY by putting it towards the next several months of payments and this is in VIOLATION OF THE COURT ORDER. 

3. Notify Selene that I still have not received documentation demonstrating that corrections were made to my mortgage account following transfer of the loan from XXXX XXXX to Selene in XX/XX/XXXX ; XXXX. Request a reason why I still have not received a response from Selene after sending the first notification of errors in XX/XX/XXXX, the second in XX/XX/XXXX, and subsequent notice of errors have all gone unanswered ; 5. Request for information vis a vi my history of contacts with Selene and my mortgage record that includes all telephone and email contacts initiated by me and received by Selene since XX/XX/XXXX through XX/XX/XXXX and my full mortgage record, specifically : XXXXa. Telephone contacts with Selene call center representatives to include date, time, length of call, purpose of my call, and resolution of the call, and, 5b. mail contacts day, time, to whom the email was addressed, subject line of email, attachments included, purpose of email, and reason for the absence of a response from Selene for each email inquiry.

6.Request for access to my account so I can access my transaction history, all escrow analyses, and the allocation of funds across my mortgage account ; 7. Request to remove my escrow account from Selenes control. I no longer want this company with demonstrated in competence and disregard for legal and ethical business practices to handle my escrow account any longer.

8. Notice that Selene is in ERROR for not posting my {$8000.00} principal only payment to my principal balance. See the attached QWR from my bankruptcy attorney that I manage my mortgage payments as I see fit NOT the XXXX XXXX court. In addition, the confirmed XXXX XXXXXXXX planwhich I sent to Selene in XX/XX/XXXX CLEARLY STATES that I control the mortgage. I determine and make additional payment toward my principal balance as I see fit NOT the Chapter 13 court. Selene is in violation of the XXXX XXXXXXXX confirmed plan. 

I entreat Selene to come into legal compliance and treat this inquiry with the gravity it deserves. Selene call center representativesincluding their managersare inappropriately trained and ill-prepared to understand or act upon a resolution of these issues. Do not tell me to call the XXXX or XXXX telephone numbers. 

Sunday between XXXX XXXX and XXXX XXXX EST at XXXX.

Company response to consumer: Closed with explanation