Consumer complaint received 2026-04-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Selene Holdings LLC
State: ID

Complaint narrative:
In XXXX, I entered into the XXXX forbearance agreement for a total of 18 months with XXXX XXXX who currently had my mortgage contract at that time ... Under the rules of the program, I was reassured that all missed payments would be put on the back of the loan without any fees or interest charges. As a matter of fact, when on hold with XXXX XXXX, they had a recording that played soliciting and encouraging their clients to inquire about the program. It was extremely easy for me to qualify ( taking less than XXXX minutes ) and I was all set up .. When i was in the deferment making my XXXX payments to ensure i could re-establish making my payments, they offered me a modification to my loan.... I was under the impression that my current interest rate at 4.375 % would significantly drop since rates at that time had dropped down to an all time low of the 2 % range and XXXX XXXX 's agent XXXX the free modification would include just that to reduce my payments each month... when i received the proposed plan though? It was nothing like we had discussed and my loan was extended to 40 years and i would be starting over to begining the loan again and only saving {$100.00} per month on a loan i would never be able to pay off because i highly doubt i will live another 40 years! Needless to say i didn't sign the modification stating i would just proceed making my payment each month with the missed payments added to the back of the loan. Next thing i got was a notice my loan was transferred to Selene Finance on XX/XX/XXXX and I owed a lump sum payment according to the new company. They wouldn't even put any money i had already paid towards my mortgage or any of the insurance, taxes, etc. until i came up with the full missed payments amount. Selene completely ignored the forbearance terms and demanded the lump sum to " restart '' my loan, around $ XXXX at that time, even though this is prohibited under the federal XXXX hardship protection rules. This caused me great strife over the next couple years while the payments kept adding up and myself having no way to come up with that sort of money. In XXXX, XXXX XXXXapproved me for assistance and sent {$35000.00} to Selene with and including XXXX advance payments so i could have time to get on my feet. Selene received the funds but never applied them correctly with only applying $ XXXX and some change to the loan and lining their pockets with the rest. I asked for a proper accounting or itemized list of where the funds went? But their replies are vague and mediocre at best. my payment also got raised from {$770.00} to {$980.00} without any explanation just XXXX months after my payments had started to their company. And the way Selene carried out the 3 month advance payments made by XXXX? Later on, I realized i was already a month behind when i initailly started the payments to them. When i called to ask why my payment was so high and XXXX {$200.00} per month? i never got a clear answer except to check into my homeowners insurance and after getting my yearly premiums from the $ XXXX range down to the $ XXXX range through XXXX provided proof of the decrease and they ignored the reduction while mishandling my escrow and keeping the inflated charges current. It was only recerntly now that i am XXXX behind that they recognized the reduction my account should have and they never went back to update the reduced rate with the months I had already switched over to XXXX XXXX They also never came to a clear conclusion how or where the other $ XXXX went to that XXXX provided for my deliquent mortgage. Needless to say, I have acted in good faith, but Selene 's errors and lack of accounting have put my home at risk and I seriously do not know where to turn to from here. Thank you, XXXX XXXX

Company response to consumer: Closed with explanation