Consumer complaint received 2023-06-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: FL

Complaint narrative:
The original Loan # XXXX was approved by XXXX XXXX in XX/XX/XXXX. The forbearance period was granted in XX/XX/XXXX during the pandemic situation. XXXX sold its portfolio to XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX during this period ( see exhibits 1,2 and 3 attached ). 

On XXXX XXXX a Loan Modification request was submitted for the 1st time to SELENE Finance ( loan servicing ). The case was closed on XX/XX/XXXX, despite that all documents were provided. ( see exhibits 4 and 5 attached ).

The 2nd submission ( Loan Modification ) was filled ( full set of documents ) on XXXX XXXX. Documentation was sent via email & via certified mail ( XXXX ) to avoid possible alluded rejection on incomplete documentation. The case was closed on XX/XX/XXXX ( see Exhibit XXXX ). 

Calls were made ( SELENE ) on XX/XX/XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX ( recorded line ) requesting information about the status of the process and confirmation of the receipt of all necessary documentation. SELENE was not responsive to addressing my request to place me on a Loan Modification Trial to start making payments under my new reduced income. On XX/XX/XXXX, the second submission was closed with no information about it. 

The 3rd submission took place on XX/XX/XXXX. Communications were established via phone with Selenes representative XXXX XXXX XXXX ( Loan Resolution Department - SELENE ) to request an explanation. Why was the last case closed if all documentation required is properly presented in a timely manner? ( see Exhibit XXXX ). 

Communications on XX/XX/XXXX XXXX XXXX, and XX/XX/XXXX to SELENE FINANCE to reiterate my need to obtain a permanent modification for my property and my desire to start making payments to the loan according to my reduce income. ( see Exhibit XXXX ) On XXXX XXXX, I got a letter in the mail ( XXXX XXXX from SELENE dated XX/XX/XXXX. It was a XXXX XXXX offer but it did not disclose the financial conditions. It had a deadline for acceptance - XX/XX/XXXX. XXXX days after receiving the letter. Several phone calls were made to SELENE XXXX XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX ) complaining about the lack of information on the letter. Finally, a new letter from SELENE dated XX/XX/XXXX was delivered on XX/XX/XXXX with the financial information of the conditions of the Loan Modification. ( see Exhibits 9 and 10 ) Finally, on XX/XX/XXXX I did request immediate assistance ( recorder line ) because the Loan Modification offered increased by 2 % the interest rate of the existing loan ( 4.5 % ) & kept the same 30-year period, meaning the new monthly payment was much higher than the original. I tried to establish communication ( via email ) on XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX, and XXXX XXXX. ( see Exhibit 11 ). 
Finally, on XX/XX/XXXX, I could reach XXXX XXXX XXXX on the phone. I did express the unacceptable conditions of the offer. They do not relieve my financial constraints ; they make it worse. I was told, the only option to keep the interest rate at the same level was to make a Lump Sum payment for the accrued balance ( forbearance period ). I did request a revision of the conditions offered. Request assistance invoking the true spirit of Loan Modification ( help clients to keep their homes ). I was told the final decision comes from the investor, not from SELENE. No Repayment Plan or Payment deferral option was offered at any time. The case was closed. 
On XX/XX/XXXX ( 4th intent ) full documentation for a Loan Modification was presented to SELENE. A letter was attached ( as suggested by XXXX XXXX ), explaining that the offer presented will increase my financial hardship. I was desperate to obtain a Loan Modification according to my reduced income, repayment plan, or payment deferral for the outstanding balance ( see Exhibit 12 ). 
On XX/XX/XXXX, and XXXX XXXX, emails were sent to SELENE including the last 2 documents requested ( documentation submitted on XXXX occasions XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX ) : ( a ) Dodd-Frank Certification, ( b ) last Pay Stubs of XXXX and XX/XX/XXXX. ( see Exhibits XXXX ). 

On XX/XX/XXXX, another email was sent to SELENE requesting a response to my petition. 
On XX/XX/XXXX, a letter was received in the mail ( dated XXXX ) from XXXX XXXX XXXX stating that my case was closed. There are no words to express my frustration and the sensation of the abusive position taken over me with SELENES actions. ( see Exhibit 14 ) Hoping this claim, your communication with SELENE and/or the XXXX XXXX XXXX XXXX XXXX will help to obtain a Loan Modification, Pre-payment Plan, or Payment deferral so I can start making payments adjusted to my new income. I am in an urgent need to keep my home. 
Attached is the Borrower Assistant Form-2 ( see Exhibit 15 ) Full documentation and evidence of communications upon request from the readers. In the meantime, 41 pages of partial documentation are uploaded to this claim. Limited information was uploaded due to the limitation of 10 MB.

Company response to consumer: Closed with explanation