Consumer complaint received 2025-04-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Selene Holdings LLC
State: TX

Complaint narrative:
Selene Finance purchased loan from XXXX to take effect in XX/XX/XXXX. We were in the middle of a forbearance/modification and had already submitted all documentation that employment has been resecured, and we were ready to make payments. Contacted XXXX to make payment/and they would not take one for XX/XX/XXXX. 

XX/XX/XXXX - our account was approved for the XXXX XXXX XXXX XXXX contingent upon a XXXX month trial period. The XXXX months were to be XX/XX/XXXX through XXXX, XXXX, XXXX at {$2500.00} per month. 

XX/XX/XXXX - logged on and made a payment of {$2500.00} on the account for XXXX payment. 

XX/XX/XXXX - Selene paid XXXX {$6200.00} for the homeowners insurance. XXXX contacted Selene, as the amount should have been only {$2900.00}, but there was no way to correct it but XXXX mail a check to us, and have us pay Selene back in to the escrow account. The amount to be put back in escrow is {$3300.00}. XXXX and myself spoke with Selene. 

XX/XX/XXXX - I called in to Selene customer service to advise that I did not see where you apply payments to the escrow account when making payments online. The rep I spoke with was very nice and she reassured me that the {$3300.00} payment I made to her was set up to go to the escrow account. It could take up to 5 days, but the escrow account would be corrected to show payment amount due and sent out to me. 

XX/XX/XXXX - logged on and made a payment of {$2500.00} on the account for XXXX payment. 

XX/XX/XXXX - Missed a call from Selene, called back. We were placed on a delinquent collections call list, the rep explained after he dug into it, that somehow the escrow payment was not applied correctly. It was applied like a payment maybe he thought & not applied to escrow. He saw the previous reps notes and Selene would have to update this on their end and reassured me a XXXX would call me back, within XXXX hours. 

XX/XX/XXXX - No call from XXXX at Selene. 

XX/XX/XXXX - I called in again, explained to the rep everything again. Also, informed him I can not log on and make the XXXX payment, or any payment on the account now all of the sudden. He was polite and would put me hold, then would come back, XXXX hour into it, he disconnected ( accident ), but called me back for almost another hour trying to correct all of this. The escrow account had still not been corrected, they would need a few more days. He again confirmed all the prior reps notes on the account, as well as he also apologized a XXXX had not called me back yet & said one would today. 

XX/XX/XXXX - Missed a call from XXXX " XXXX '' and called back on the number he supplied, which is Selene 's main customer service number. 

XX/XX/XXXX - Called back and got " XXXX - XXXX '' who informed me I could not speak to XXXX, he had the resolution for me, I needed to pay him XXXX 's payment. I let him know, the date today was XX/XX/XXXX, and asked him to confirm this. Also, reiterated that I am concerned about this escrow payment being applied, and I am not making any payments in advance until this is cleared up. He was apparently the only XXXX who could speak to XXXX ( the XXXX ) and I was told there are not any other managers I can speak with. I informed him multiple times how frustrated I am & all the hours this has taken up, and quite frankly, even though I think I have spoken to him before, he was quite rude today. He argued with me, how I felt. He would let XXXX know to call me, but it would tomorrow, as XXXX gets another XXXX hours. 

XX/XX/XXXX - No XXXX or anyone from Selene has contacted me, and the account will not let me make the XX/XX/XXXX pymt online, so I called in and got XXXX. I spent over XXXX hour on the phone with her, as she went over the account. She did initially state my modification plan was complete. Then I went over with her, how that was an insurance overpayment that was supposed to be put into escrow. She went back and forth with the escrow department, putting me on hold & then coming back. She claimed it would be straightened out & that the escrow department will be sending me a new updated analysis within 5 days. She then stated I will be mailed a packet in XXXX months that we will need to get notarized, and that if I do not get it by XX/XX/XXXX, to call back in and make the modification amount payment on the phone. I made the XX/XX/XXXX payment to her. {$2500.00} confirmation # XXXX. 

XX/XX/XXXX - Called in and got XXXX, told her the payment I made on XX/XX/XXXX has not come out yet. Told her that the payments have previously always come out that same day, and I remembered XXXX said account ending in XXXX, which is the end of XXXX XXXX routing number, and I thought that it was possible that XXXX switched my account & routing XXXX. She said give it another business day and call back. 

XX/XX/XXXX - Payment still not deducted from bank. Called in and reached " XXXX XXXX XXXX '' who told me since I have not made a payment to Selene since XXXX, I would have to wait for a XXXX to call me back. I asked her could she not see the notes? Especially how long I have been waiting for a XXXX to call me back? She was very rude to me & hung up on me. 

XX/XX/XXXX - Called back again & this time got XXXX. He actually listened to me & looked at the notes & apologized. He also looked at the payment XXXX took and said XXXX of the ending # XXXX for the account/routing # s. he too thought they were inversed. He took my account info correctly & I made a payment to him. He said he would notate this on the account, so I am not charged any fees for this as it was the Selene employees accident. He also said he would put in the notes about the XXXX late fees of {$96.00} applied suddenly on the account recently, that they need to be removed also. He then confirmed Selene should be mailing us a packet. 
I made the XX/XX/XXXX payment to him of {$2500.00} confirmation # XXXX. 

XXXX No communication from any XXXX at Selene . Our credit scores are ruined, as they claim we are past due since before the even bought our loan. We receive numerous harassing telephone calls claiming we have not made a payment since XXXX of XXXX ( before they even bought the loan ), and if we do not pay $ XXXX today, they will foreclose. When I prompt them to read the notes, they either hang up or claim a XXXX will call back within XXXX hours, which never happens. They always confirm the escrow department needs XXXX days, a XXXX needs 1 day, and payments are going into suspense account, they will fix it but never do.There is also a payment which never happened showing posted XX/XX/XXXX which I believe took away our online payment access, as well as the modification process. Also, only they are ever allowed to escalate to management, our pleas via calls and emails, go unanswered.

Company response to consumer: Closed with explanation