Consumer complaint received 2025-04-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Selene Holdings LLC
State: TX

Complaint narrative:
XXXX XXXXXXXX ; XXXX XXXX # XXXX for XXXX XXXX XXXX TX XXXX. 



Good afternoon, my name is XXXX, my family and I would greatly appreciate any assistance you can provide to help us save our home. I was approved for a trial modification. I went to your website, made the payment. I was told it posted to my account on XX/XX/XXXX. I kept an eye on my account to make sure funds were deducted, but they never deducted. So I called on XX/XX/XXXX, & spoke with XXXX ext XXXX to express my concerns. She said not to worry payment posted on XX/XX/XXXX. On XX/XX/XXXX per XXXX XXXX XXXX will request new mod or assistance because payment didn't post, my trial modifications was rejected. XXXX suggested I follow up in about a week. I called back on XX/XX/XXXX per XXXX XXXX XXXX new amount is {$2000.00} with new XXXX XXXX assistance program. I said great, she said I could make my payment that day over the phone for free. So I was prepared to give her my bank information, but she said he had to get approval from her boss. After waiting on the phone, I found out, here boss needs approval from his boss. I'm pleading with you to give us another chance. We are a XXXX  family, my husband served XXXX tours in XXXX. He was XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, I lost my job and desire to live. I have lost numerous family members to covid that didn't have insurance & we had to burry them. I am now working and can afford my home. PLEASE don't takes our home from us. 

On XX/XX/XXXX per XXXX xfer me to Loss Mitigation XXXX XXXX XXXX XXXX. I found out the modification and deferral were denied. XXXX said I must mail an appeal to : XXXX XXXX Attention Notice of Error request for information XXXX XXXX XXXX XXXX TX XXXX Loan Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX TX XXXX Loan # XXXX I dont mind if you increase the principal and interest monthly payment. I'm working now, I just need to save my home. I'm pleading with you to give me another chance. I sent XXXX XXXX modification payment on XX/XX/XXXX, I even called on XX/XX/XXXX & spoke with XXXX ext XXXX to express my concerns. She said not to worry payment posted on XX/XX/XXXX. 

Umfortunately, I dont have all the reinstatement amount of XXXX. I lost my husband and multiple uninsured family members to covidand the depleted my savings. 

Please call me at XXXX. 



If you have any questions, please call me at XXXX Loan # XXXX for XXXX XXXX XXXX TX XXXX t # XXXX. Email Loan # XXXX for XXXX XXXX XXXX TX XXXX Subject line XXXX XXXX last name XXXX loan # XXXX : XX/XX/XXXX XXXX ext XXXX payment posted on XX/XX/XXXX XX/XX/XXXX per XXXX XXXX XXXX will request new mod or assistance XX/XX/XXXX per XXXX XXXX XXXX new amount is {$2000.00} Good morning XXXX XXXX XXXX. I found out you are my Dedicated Loan XXXX Phone XXXX Fax XXXX. I desperately need your assistance regarding my XXXX # XXXX for XXXX XXXX XXXX TX XXXX. My # is XXXX XX/XX/XXXX XXXX XXXX # XXXX tax, utility, DL call XXXX XX/XX/XXXX XXXX XXXX XXXX said send letter XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX please send marriage license & drivers license to XXXX Loan # XXXX for XXXX XXXX XXXX TX XXXX XXXX & I got disconnected, I called back XXXX XXXX XXXX will transfer me to the escalation team bc XXXX XXXX available XXXX 3 months XXXX. 4 months=13,495.84. 

XXXX will do. XXXX of the customer complaint XXXX department if agriculture XXXX XX/XX/XXXX XXXX XXXX in escalation. Have every for loan XXXX XXXX XXXX take 30 days. 
XXXX XX/XX/XXXX XXXX XXXX XXXX is with underwriting pending approval XX/XX/XXXX XXXX XX/XX/XXXX per XXXX, she will deduct payment for {$3300.00} confirmation # XXXX XXXX XXXX XX/XX/XXXX confirmation # XXXX XXXX wasnt available. I spoke XXXX XXXX XXXX my final mod docs haven't been sent XX/XX/XXXX XXXX they will send my final load mod docs because I was approved. I made my XXXX payments on time. 

XX/XX/XXXX per XXXX payment amount XXXX & confirmation # XXXX XX/XX/XXXX per XXXX my loan was xfer to Selene Finance XXXX on XX/XX/XXXX XXXX + XXXX XX/XX/XXXX per XXXX @ Selene Finance. I need to send load mod documents to them at Loan # XXXX Selene Finance LP XXXX XXXX XXXX XXXX PA XXXX FAX # : XXXX Email : XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX per XXXX XXXX Loan Resolutions call XXXX XXXX TX XXXX per XXXX XXXX. 

XXXX per XXXX she eill tomorrow to verify I have setup my online account XX/XX/XXXX per XXXX in Loss Mitigation they don't need anything from me at this point they will make a decision XX/XX/XXXX XX/XX/XXXX Per XXXX XXXX, XXXX was correct XXXX, XXXX Loan # XXXX Per XXXX, supervisor with Selene, I need to request ALL correspondence be emailed to me because I am the over XXXX XXXX truck driver. I'm out for 6 to 8 weeks at a time Selene per XXXX from XXXX TX HUD XXXX XX/XX/XXXX per XXXX looks like it's been approved, it's currently in quality cb XXXX I was finally approved for a modification through Selene so they say in XX/XX/XXXX & they want me to pay XXXX, which is almost twice the amount that I was approved for from XXXX XXXX. They will not tell me why it has double and aren't willing to work with me. I can see paying XXXX, but XXXX is too much. 
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Company response to consumer: Closed with explanation