Consumer complaint received 2024-05-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Selene Holdings LLC
State: TN

Complaint narrative:
Several weeks ago I received a Notice of Delinquent Tax from XXXX XXXX from the City of XXXX where we reside. 

I had called selene a couple of months ago when we received our tax bill from both XXXXhe County and City and Selene Finance confirmed that they were responsible for paying these taxes. 

Once I received this delinquent notice a few weeks back I immediately called Selene Finance again and inquired why this was not paid. The initial person I asked stated that they would open an initial investigation and should get back to me in a few days, but that they were responsible for paying these taxes. 

Having not heard back, I called again several days later due to not wanting to have a tax lien placed on our property. I spoke to another person and they informed that they see that an investigation has been opened and I should hear something back soon. They further stated that they see that Selene Finance mailed a check out for approximately {$6200.00} ( the amount for the City taxes ) back in XXXX of XXXX, however that check does not show the it cleared and they did not know where it was. I repeatedly asked them to please get this fixed or send this to a supervisor. 

Additionally, they told me that our County Taxes were paid when they sent them a check in XXXX of XXXX. Our County Taxes have been paid by Selene Finance, it is not our City Taxes that are over 2 months late. 

I believe I called again and they told me that they couldn't send me to a supervisor, as no supervisor was available. Not to mention this problem on the taxes, but they say that my last mortage payment was late even though it was mailed a couple days after receiving the mortgage payment envelope from Selene. It was mailed well in advance of the first, but the check did not clear until the XXXX the following month. Either way, they added a nearly {$240.00} late fee charge. I have never had any mortgage payment be delinquent. 

When I spoke again to a representative of the company they said they were waiving that fee and I should hear something very soon regarding the delinquent tax bill. They further stated that they could not send me an email waiving my late fee because only supervisors could do so and one was not available but to rest assured they were taking care of it. 

It is nearly impossible to get anybody on the line over at Selene Finance, LP and I am sick of the run around and no answers, all the while my property may get a tax lien for something that is out of my control. Apparently there is nearly {$10000.00} in my escrow account currently. 

Selene Finance has told me repeatedly on the phone that they are responsible for these taxes, the two months plus of late fees, however nobody has called or emailed regarding any investigation or what they are doing to fix this. The Taxes because delinquent on XX/XX/XXXX and they still have not been paid. If I could have some assistance in getting them to respond or provide any answers that would be appreciative. Thank you.

Company response to consumer: Closed with explanation