Consumer complaint received 2026-06-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Selene Holdings LLC
State: FL

Complaint narrative:
Timeline & Summary of Events : XX/XX/XXXX XX/XX/XXXX : An active FHA Trial Payment Plan ( TPP ) was officially approved and in place as of XX/XX/XXXX. XXXX confirmed that making the first payment legally bound us to the TPP terms, which would permanently modify our rate/payment upon completion. Selene Finance officially took over servicing the account on XX/XX/XXXX. Consequently, our first trial payment ( due in XXXX ) had to wait for Selene 's onboarding to be processed directly through their payment system. XXXX, XXXX, & XX/XX/XXXX : We successfully made all three required TPP payments at the agreed rate of {$1800.00}. Selene had systemic issues allowing us to pay online, but we paid exactly as instructed. XX/XX/XXXX : Selene withheld documents until the end of XXXX, pushing our timeline late. They then sent a notice stating we suddenly " did not qualify '' for the permanent modification we had just successfully completed. Their only offered option was a Standalone Partial Claim, which rejected our {$1800.00} trial terms with the lower interest rate, forced our payments to remain at the maximum {$2200.00}, and required adding a second lien to our home. XXXX & XX/XX/XXXX : XXXX has continuously sent conflicting correspondence and is attempting to retroactively throw out our completed, approved TPP contract. Systemic Blackout & Freezing Payments : For XXXX, XXXX, and XXXX, XXXX has completely refused to provide clear, written information or an actual contract regarding our finalized loan modification terms. Because our original trial plan ended in XXXX and Selene refuses to honor those terms, we have XXXX accurate billing information. Furthermore, Selene consistently freezes our online portal so that we are physically unable to make payments, intentionally manufacturing a default. We are being forced to guess what to pay based on random, unsubstantiated amounts without a contract. Bait-and-Switch Tactics : Phone representatives are now falsely claiming we have been placed into a " new XXXX trial plan '' ending in XXXX. Selene refuses to provide any written agreement or contract for this alleged new plan. Instead, agents are demanding we blindly make random verbal paymentssuch as a demand for {$880.00} for XXXX no explanation of the math, while claiming they can not send us a permanent modification packet until these blind payments are made. Admission of Bad Faith : When we asked for the written contract for this alleged new trial plan, a Selene agent explicitly stated on the phone that the company does not send out the actual application packets or trial contracts because " most people default on them anyway. '' This is a blatant admission of bad faith and a direct violation of federal disclosure regulations. SPOC Violation : Selene is violating federal Single Point of Contact ( SPOC ) rules. They repeatedly mail letters changing our assigned representative but provide no direct phone extension or email. Calling the general line leads to a call center where agents have no access to our file or claim it's " still under review ''. Accounting Malpractice : Selene is keeping our money in a suspense account and inaccurately reflecting our payments so that our account continues to accrue late fees and other unauthorized corporate fees, while falsely flagging our home as XXXX months past due. Furthermore, after keeping our credit clean during the XXXX transfer window, Selene retroactively canceled our completed XXXX trial history in XXXX. They instantly reported our account to the credit bureaus as XXXX days late for XXXX and XXXX all the way back to XXXX as a total default. This is a severe violation of FCRA accurate reporting mandates, RESPA Regulation X transfer protections, and FHA guidelines.

Company response to consumer: Closed with explanation