Consumer complaint received 2023-05-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Selene Holdings LLC
State: FL

Complaint narrative:
In XXXX I requested, and XXXX XXXX  XXXX ( my mortgage servicer at the time ) approved, a COVID-19 related mortgage payment forbearance. That forbearance was extended several times by XXXX XXXX XXXXXXXX, due to my familys continued financial hardship related to COVID-19. On XX/XX/XXXX at my request, XXXX XXXX XXXXXXXX offered me a continued COVID-19 related forbearance through XX/XX/XXXX ( Attachment page 81 ). The XXXX XXXX XXXXXXXX agent also briefly explained the COVID modification process I would go through on or after XX/XX/XXXX and that the XXXX XXXX XXXX would be in touch in XXXX of XXXX. 

On XX/XX/XXXX I opened a certified letter from Selene XXXX ( loan servicer for XXXX XXXX XXXX ). Later that day I learned that Selene was now the servicer for my mortgage that XXXX XXXX XXXXXXXX purchased from XXXX XXXX XXXXXXXX in XXXX of XXXX. That mortgage was supposed to be in forbearance through XX/XX/XXXX. However, I learned Selene had issued a demand letter ( Attachment page 87 ) on XX/XX/XXXX for payment of {$28000.00} by XX/XX/XXXX. I made several calls to Selene and XXXX XXXX XXXXXXXX on XX/XX/XXXX to come to the understanding that Selene had no record of me having a forbearance of any type and had proceeded from XX/XX/XXXX ( when they started servicing this loan ) with the expectation that I be making monthly payments as of that date. A list of calls and a brief description of each is included below : XX/XX/XXXX @ XXXX ( 32 minutes ) I called Selene immediately when I learned Selene owned this loan. I was confused since I was supposed to be in COVID forbearance. They didn't have a record of forbearance in my file. Lots of discussion trying to figure out what was going on because they " didn't have the full file ''. They said they would request the full file from XXXX XXXX XXXX and I told them I was going to double check with XXXX XXXX XXXXXXXX as well. 

XX/XX/XXXX @ XXXX ( 22 minutes ) I called XXXX  and confirmed that I was supposed to be in forbearance through the end of XX/XX/XXXX. Agent located a copy of forbearance letter in my file and confirmed my understanding and also submitted a request for the document department to send me another copy of that letter. 

XX/XX/XXXX @ XXXX ( 13 minutes ) I called Selene and confirmed that I was supposed to be in forbearance through the end of that month and requested an updated trial modification be sent to start on or after XX/XX/XXXX ( I had just opened a letter containing a trial modification offer that was made on XX/XX/XXXX ). I was told they needed the full file and would request it from XXXX XXXX XXXXXXXX. 

XX/XX/XXXX @ XXXX ( 3 minutes ) and XXXX ( 13 minutes ) - First call was disconnected ( call dropped ) Second call I asked if Selene had an update on my loan status and trial modification. They said they didn't have my full file from XXXX XXXX XXXX and that it could take 30-60 days to receive from XXXX. 

In a nutshell, what I believe should have happened ( regardless of who owned the loan, since it falls under XXXX XXXX and COVID-related guidelines ) : I should have received a XXXX COVID Flex Modification Trial Plan at the end of my forbearance - XX/XX/XXXX calculated under those guidelines for a payoff of XXXX payments and reduced interest. Thats what I asked Selene to do on XX/XX/XXXX and XX/XX/XXXX and what I understood would happen once Selene had my full file. At the very least my forbearance should have continued through XX/XX/XXXX and I should have been contacted with information on my available options. 

By XX/XX/XXXX, Selene had filed for foreclosure. They also never acknowledged I should have been in forbearance through XX/XX/XXXX and didnt offer any kind of loan modification ( XXXX XXXX COVID related or otherwise ) to commence on or after XX/XX/XXXX. Selene has continued the foreclosure process and a sale date for my property is set for XX/XX/XXXX. 

At a court hearing on XX/XX/XXXX, a plaintiffs witness denied knowledge of the XX/XX/XXXX forbearance letter and stated he had access to XXXX XXXX XXXXXXXX and Selene files for my loan ( Attachment page 3, paragraph N ). This is in direct conflict with XXXX XXXX XXXXXXXX still having that letter in their files and having provided it to me again, via fax, on XX/XX/XXXX ( Attachment page 87 ).

Company response to consumer: Closed with explanation