Consumer complaint received 2025-02-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Selene Holdings LLC
State: NC

Complaint narrative:
I am writing to formally file a complaint against Selene Finance regarding their handling of our mortgage account. We believe that Selene Finance has engaged in predatory practices, and despite our repeated attempts to address the issue directly with them, we have received no resolution. 

My husband and I have maintained excellent credit throughout our 20 years of marriage and have never been 30 days past due on a mortgage payment. Five years ago, we started our own business, and our strong credit history played a crucial role in making that possible. 

In XX/XX/year>, Selene Finance experienced and issue processing our mortgage payment. Rather than notifying us to resolve the matter, they reported a 30+ day delinquency to all credit reporting agencies, causing our credit score to drop by XXXX points. Additionally, Selene Finance provided inaccurate documentation claiming they attempted to contact us multiple times. A comparison of their call logs with our official phone records provided by our phone carrier, shows no such calls were ever made. 

A company that makes minimal efforts, or simply no efforts, to collect a debt before taking actions that severely damage a customer 's credit standing operates in a manner that be considered predatory. 

As of todays date, the only communication we have received from Selene Finance is an email response containing falsified information. We told them their information was falsified and submitted evidentiary documents to prove that. We have yet to hear anything else from them. Their lack of response and unwillingness to engage in good-faith efforts to resolve our concerns have left us with no choice but to seek assistance from your office. We respectfully request that the Consumer Financial Protection Bureau review our complaint and investigate Selene Finances practices. We believe their actions are not only unfair but also potentially harmful to other consumers. 

We have made multiple attempts to resolve our issue with Selene Finance by contacting their customer service department and requesting to speak with supervisors. Unfortunately, the supervisors have been just as unhelpful as the customer service representatives. When we request to escalate the matter, we are told that someone will follow up, but no one ever does. As you will see in our supporting documents, we have also reached out via email multiple times and sent certified letters to obtain a resolution. Despite efforts, Selene Finance has failed to provide a meaningful response. Given the lack of cooperation, we have consulted our attorney and are proceeding under his guidance in filing this complaint, as well as submitting complaints to all relevant credit reporting agencies. This is a serious situation that has already caused significant damage to our credit, which will have long-term personal and financial consequences for both us and our company.

Company response to consumer: Closed with explanation