Consumer complaint received 2026-01-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Selene Holdings LLC
State: TX

Complaint narrative:
I am submitting this complaint regarding my mortgage servicer, Selene XXXX, for failure to properly manage escrowed insurance payments, providing inaccurate information regarding insurance acceptance, and failing to timely pay required premiums despite complete documentation.

Issue Summary Selene XXXX  is responsible for paying insurance premiums on my investment property through an escrow account - there are 3 properties collaterized under one mortgage loan ( blanket loan ). Despite receiving complete and compliant insurance documentation and escrowing funds for this purpose, Selene XXXX failed to pay all required insurance premiums and provided inconsistent and inaccurate information regarding whether the policies were accepted.

Timeline and Facts * Selene XXXX  escrows insurance payments for my loan.

* On XX/XX/XXXX, I submitted all three ( 3 ) insurance policies required for the property.

* All policies were provided with Selene XXXX  listed exactly according to their specified requirements, including name and servicing information.

* After reviewing the documentation, Selene XXXX  responded that they would not honor any of the insurance policies.

* Subsequently, Selene XXXX  did pay one ( 1 ) of the three insurance premiums.

* I later discovered that the paid policy is virtually identical in structure, coverage, and formatting to the other two policies that remain unpaid.

* Despite this, the remaining two premiums were not paid.

Actions I Took * On XX/XX/XXXX, I contacted Selene XXXX  by phone to address the unpaid insurance premiums. 
* During this call, I explained that : -- All three policies were submitted on XX/XX/XXXX -- Selene XXXX had initially stated that none of the policies would be honored -- Selene XXXX  had, in fact, paid one premium under one of the submitted policies -- The remaining two policies were substantially the same as the paid policy * I also informed the representative that I was experiencing temporary voice loss and requested reasonable accommodation during the call.

Company Response * The representative did not demonstrate an understanding of the issue and repeatedly required me to restate information.

* I was informed that Selene XXXX  could not release payment for the remaining premiums unless they independently confirmed the policies by phone with the insurance provider.

* This requirement was imposed despite : -- Complete documentation already being provided -- Prior communication stating that no policies would be honored -- Partial payment already having been made on one of the submitted policies * As of XX/XX/XXXX, two insurance premiums remain unpaid.

Impact Selene XXXX  actions have resulted in : * Risk of insurance lapse or complications on an investment property * Inconsistent and misleading communication regarding policy acceptance * Failure to properly apply escrowed funds for their intended purpose * Significant time, effort, and stress spent attempting to correct servicer errors Requested Resolution I am requesting that Selene XXXX : 1. Immediately pay all outstanding insurance premiums from escrow 2. Provide a written explanation reconciling their statements that the policies would not be honored with their subsequent partial payment 3. Confirm in writing that all valid insurance policies are accepted and properly recorded 4. Correct escrow procedures to prevent future insurance payment failures I am submitting this complaint because my good-faith efforts to resolve this issue directly with Selene XXXX  have not resulted in a timely, accurate, or consistent resolution.

Company response to consumer: Closed with explanation