Consumer complaint received 2024-03-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Selene Holdings LLC
State: GA

Complaint narrative:
Selene Finance has violated the CARES act, has misappropriated certified funds and illegally put me into foreclosure. My business was devastated due to Covid and the previous servicer XXXX XXXX put me into the government CARES forbearance program. While still in the active forbearance the servicing was transferred to Selene and their agents claimed I was NOT in the forbearance and demanded immediate reinstatement in violation of the CARES act and the law. This started a long running problem with Selene that turned into illegal activity when I made my payment through XXXX with certified funds and documentation from XXXX that funds were received but Selene claims we never got the funds. Then I tried to get caught up by doing a wire transfer that was received by Selene but never applied to the mortgage. When I called to try and get clarification I was told that the funds were wired back to me. That is a lie, the funds were never wired back to me, there is no evidence to support this claim and this is mortgage fraud. 

I owned and operated a XXXX XXXX XXXX XXXX XXXX XXXX and had a large and stable client base. When Covid hit the business began to decline and my income was significantly reduced. The mortgage company at the time was XXXX XXXX and I was talking to them and still managing to make the payment but when my former husband walked out on me I was in trouble. I spoke with XXXX XXXX and they put me on a XXXX month forbearance plan to help me deal with the loss of income due to Covid. While in the middle of the forbearance the loan was transferred to Selene and their agents immediately began demanding payment and stated that I was NOT in a forbearance plan. I am asking that Selene Finance provide all documents relating to my balance, my payments and payment history and my loan status when the loan was transferred from XXXX XXXX to

Selene. I was forced to borrow money to catch up on the payments to Selene and was still struggling and missed the XX/XX/2023 payment. I called in to see if they would work with me and if there were any options to help a business owner whose income had been decimated due to Covid and they said no. I was able to make the XXXX and XXXX payments but could not pay in XXXX. Then I received a letter from Selene saying that they would work with me and help me but when I called in to discuss I would get transferred from department to department and never spoke to the same person XXXX. I was told that they would send out

a loss mitigation package but it was never sent. I found a new job in XX/XX/2023 and made a payment through XXXX XXXX  but after I sent the payment I was told by Selene that it was not received, so I called XXXX XXXX and verified that it was received. Selene never responded -- -their automated system said the payment was received on XXXX XXXX -- -but the human agents said I did not pay XXXX so they would not accept XXXX and now they are demanding full reinstatement. XXXX XXXX insisted that Selene Finance received it and I have documentation. I then wired the XXXX payment to Selene and again it was not applied to my account. Their agents

said the money was sent back to me but there is no record at my bank of the money ever being sent. I would like a complete payment history of all payments made, received and applied. If applied to suspense or returned, I need specific documentation to verify this. I am now in foreclosure because of the egregious actions of Selene Finance. This is an avoidable situation and the clear culprit is Selene Finance and their unethical servicing practices and questionable and possibly illegal activities.

Company response to consumer: Closed with explanation