Consumer complaint received 2026-01-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Selene Holdings LLC
State: GA

Complaint narrative:
XX/XX/XXXX To Whom It May Concern, This letter constitutes a formal appeal of Selene XXXX denial of my mortgage assistance application and the subsequent initiation of foreclosure proceedings. I respectfully request an immediate foreclosure hold, acknowledgment of previously submitted documentation, and a full reconsideration of my loss mitigation application due to documented hardship and material servicing errors. 


Borrower Hardship Between XXXX and XXXX, my household experienced a verified financial hardship caused by : - Significant health-related issues requiring hospitalization, and - An unexpected increase in household expenses These circumstances directly affected our ability to maintain timely mortgage payments. My wife and I are self-employed business owners, requiring multiple financial accounts to be reviewed and documented. Selene XXXX was notified of these circumstances during the application process. 


XXXX Mortgage Assistance Application Portal Issues In XXXX, I contacted Selene XXXX and was instructed by a representative to submit my mortgage assistance application through the online portal. I was provided a deadline for submitting supporting documentation. I disclosed at that time that gathering financial records would require additional coordination due to my medical condition and our business structure. 

Despite multiple attempts including attempts made after hospitalization we were unable to complete document uploads via the portal due to technical limitations involving separate accounts. During this period, the portal reflected that the application process had begun but remained incomplete. 

Both my wife and I contacted Selene XXXX by phone multiple times to report these issues and request guidance before the stated deadline. 


Timely Submission by Email ( Confirmed Receipt ) After eventually reaching a representative, we were advised to submit our complete application and all supporting documentation by email to " XXXX ''. This alternative submission method was not disclosed earlier, despite our repeated outreach.

We complied and submitted all required documents one day prior to the deadline. Selene XXXX confirmed receipt in writing by email. At that time, we were advised that underwriting review would take approximately 45 business days.

No disclosure was made that underwriting review time would cause the application to be considered untimely or incomplete.

Portal Access Removal and Erroneous Denial During the underwriting review window, Selene XXXX removed my access to the online portal, preventing status monitoring or additional uploads. 

Subsequently, I received a denial letter stating the application was denied due to incompleteness and failure to submit documents on time, despite confirmed receipt of all required materials prior to the deadline.

Communication Failures Following the denial : - I experienced excessive hold times - A call was disconnected after more than 20 minutes - A scheduled callback was never received When contact was finally reestablished, I was informed the denial occurred because underwriting requires 45 days to review submissions, rendering the application past due. This requirement was never disclosed and contradicts the timeline previously provided. 


XX/XX/XXXX Resubmission ( Confirmed Receipt ) Despite the procedural unfairness, I again complied. On XX/XX/XXXX, I submitted a complete mortgage assistance application and all supporting documentation via email to the same address. Selene XXXX  again confirmed receipt in writing, stating the documents were forwarded to the appropriate party. 

No decision or follow-up communication was provided. 


Foreclosure Notice During Pending Review On XX/XX/XXXX, I received a certified foreclosure notice ( unsigned ) stating the property was in active foreclosure with a scheduled sale date of XX/XX/XXXX. The notice was dated XX/XX/XXXX, while my XX/XX/XXXX application was pending and acknowledged as received. 

On XX/XX/XXXX, a Selene XXXX  representative advised there was no record of my XX/XX/XXXX submission, despite Selene XXXX  own written confirmation email. 


Basis for Appeal This appeal is based on : - Timely submission of complete applications - Written confirmation of document receipt - Inconsistent and incomplete servicing guidance - Removal of portal access during review - Failure to properly log received documentation - Initiation of foreclosure while loss mitigation review was pending These actions resulted in material prejudice and denied my family a fair opportunity for assistance.

Company response to consumer: Closed with explanation