Consumer complaint received 2022-02-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: IL

Complaint narrative:
This is in connection with a Complaint previously filed. 
Complaint # XXXX. 

The company Selene Finance has not responded to the above complaint but has sent me a letter. 
Letter received XXXX Letter dated XXXX. Loan # XXXX. 

The only way to communicate with them is by email. I am adding to my prior complaint because it takes weeks for a response from Selene I sent the email below today on XXXX. My phone calls will not go thru their system. 

Please have a manager review my information below and the prior complaint # XXXX and respond thru this venue only!!. 

I can send any documentation that Consumer Finance needs. I did attach the letter from XXXX XXXX XXXX verifying my Covid 19 Forbearance was thru XXXX. Selene previously acknowledged this information by mail. 
Email to Selene is below : Below underlined is a copy of the complaint filed XXXX to the Consumer Financial Protection Bureau. Complaint # XXXX. 

Selene Finance now bought my mortgage. It was transferred XXXX. They started sending me overdue payment letters immediately. I called and told them I was on a Covid 19 Forbearance program until XXXX. On XXXX I spoke to XXXX and was told they did not have that information. I had to contact the old mortgage co and have a letter sent to verify. I did that and sent it to their email address on XXXX and XXXX. They verified receipt of the letter on XXXX. A letter dated XXXX which I received 2 weeks later stated they updated the forbearance thru XXXX. Today on XXXX I called to move forward and verify they updated my account and this is what happened. This is what I learned today. They sent a foreclosure letter dated XXXX that I must pay all payments from XXXX thru today by XXXX total {$32000.00}. I thought that must be wrong and would not have any bearing since they finally updated the forbearance thru XXXX. Total time on the phone with Selene Finance was from XXXX thru XXXX. 1. XXXX she understood that they did not have forbearance information for the prior months and was going to have her supervisor help to fix the situation. She went back and forth on the phone with me for over 1.5 hours while they were working on it. Then my call was put back into the Que to wait for another operator. 2.XXXX I told her the above and I would like to talk to a supervisor then she disconnected me. 3.Called customer service again and on hold for 20 min and disconnected from the customer service line. 4.XXXX Told her everything and she was going to look into it and then again disconnected. XXXX figured out the covid 19 forbearance info was not updated correctly. I have been on it for several months. There are no months in default for payment. I was on the forbearance the entire time payments were not made for the mortgage. This needs to be corrected. All information they requested was given and you would think the information was provided by the original mortgage too. ( XXXX XXXX XXXX ) Selene Finance has been billing me for months which is against the Covid 19 forbearance and now have me listed for a foreclosure if all money is not paid by XXXX. This is all illegal. I have not received 1 accurate letter from Selene Finance. They also sent a letter stating I applied for a Loss Modification. That is fraudulent. I did not fill out any paperwork they needed to first fix that I was approved for the Forbearance thru XXXX. Please help with this situation. I am unable to get any help from the customer service line. I was on a Covid 19 forbearance. All forbearance information needs to be updated onto their records. This illegal default must cease and is against all Covid 19 Forbearance rules. Thank you -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - ****On XXXX I received a XXXX  XXXX letter dated XXXX. Again you are sending me inaccurate information. 

Loan due date XXXX. Completely wrong. I have been on the Federal Covid 19 Forbearance Program I believe you are committing banking fraud!!! You are now stating I have to pay a much higher monthly payment by XXXX. Changing my current rate of 3.875 % to 4.5 %. This is a monthly increase of {$620.00}. I do not authorize. My current mortgage is just fine. Leave it alone. I did all requirements during the Covid 19 Forbearance. 

You are also charging me late fees which again is illegal during Covid 19 Forbearance. 

The Forbearance Plan was a pause for everyone. Then to start making monthy payments again. All unpaid mortgage payments are to be added to the end of my current mortgage. 

You are in violation of Federal Law!!

A formal response to my above complaint must be filed to the Consumer Financial Protection Bureau. The Manager reviewing my loan infomation needs to contact me. There is no help from the customer call center. 

All information I have fraudulently received from Selene Finance will be forwarded to all law enforcement jurisdictions and government agencies. I will be requesting a full audit by to Office of the Inspector General. 

I formally request copies of my entire loan packet. All documents and correspondence. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX Loan # XXXX XXXX XXXX

Company response to consumer: Closed with explanation