Consumer complaint received 2024-09-26 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Selene Holdings LLC
State: MA

Complaint narrative:
What happened to me never should have happened. It was a XXXX maybe XXXX phone call fix. From the very beginning I asked for a Single Point of Contact. ( you will see attached request ). I knew the bureaucracy as I had, had a reverse mortgage to keep my father in his house. 

When XXXX XXXX called I was looking for the relief they offered. They offered to lower the interest rate from XXXX XXXX XXXX XXXX XXXX at a time people were paying XXXX XXXX. They also said it would lower my payment by about {$1000.00}. I had paid a hard money loan to get out of the reverse mortgage for 2 years {$7800.00} a month interest only, plus taxes and insurance. The house is very important to me, it is my family home and my father worked very hard for it and he is/was my best friend. I cared for him with XXXX for about 10 years. Planned on having him to XXXX. After a year of paying the principal interest loan XXXX XXXX entered the picture told me to stop paying my mortgage and put it in the bank and I did. Then my servicer changed from XXXX to Selene Finance and their first communication came with a flyer in bold print. IF ANYONE EVER CALLS AND SAYS THEY CAN LOWER YOUR INTEREST RATE ITS A SCAM WE CAN HELP WITH A HARDSHIP OR MODIFICATION. This was now 3 months later and I had nurses at the house who in the middle of winter from XXXX, I am in XXXX and they did not have snow tires and they were mad at me they could not get up the driveway. They did not tell me I had a hole in my ceiling a water leak that leaked down into a wall. When I got the letter from Selene it felt like a XXXX send from my father. I fired XXXX XXXX and went to work on the paper work for a hardship and used the money in the bank to fix the hole and wall it ruined. The process is archaic and I was strung along. Plenty of equity in the house, I faxed, emailed, called and it was days and months that turned into years as they NEVER had ANY INTENTION OF GIVING ME THE HARDSHIP, as a phone call would have fixed the fact that the documents nurses were printing out I sent them, all the important information was in red ink, printed it became a light shade of gray and with each pass to the next person the gray got less legible and by the time it reached the underwriter it was illegible and it took a year and a half to find that out. When XXXX XXXX spent a couple hours going over the account. You will see in the documentation provided I asked several times for an account XXXX. XXXX person to communicate with. XXXX XXXX a Customer Advocate I didnt know existed until it was in foreclosure for the first time, explained I filled the form out wrong. Put my retirement where it was asking for other properties so they were looking for {$30000.00} in rents. I have always had form XXXX which I told them and a phone call would have fixed this in the very beginning. All documents and there was a limit of XXXX. I was approved twice for the modification once on XX/XX/2023 and once on XX/XX/2023 when I was called by XXXX and given the news. XXXX asked XXXX of the representatives to call and tell me. I have been emotionally beaten and also stayed in my purpose. I have created a non profit called XXXX are the XXXX XXXX. The house will host families who need medical attention all over the globe as you can walk to XXXX XXXX, XXXX hospital, XXXX XXXX and more. This NEVER should have happened. The house supports itself until the emotional beating. I will not give up and this is NOT JUST HAPPENING TO ME. WATCH THE BURIAL with XXXX XXXX played by XXXX XXXX XXXX. He said, " Whenever you see someone doing something wrong, you have a duty to do something about it, as it is NOT just happening to you! '' All documents attached. I overnighted corrected paper work several times included is the XX/XX/XXXX received documents at XXXX with the red ink now in a dark bold ink. The day of the Auction I had XXXXXXXX XXXX XXXX to lend, a person represented by XXXX XXXX who was going to lend the arrears and doing his due dilegence for his client he found mistakes in the paperwork the attorneys for XXXX filed in the XXXX of XXXX  including the name of my trust which is XXXX XXXX XXXX XXXX they put XXXX XXXX. This company expected XXXX of documents from me to be impeccable and they could not do XXXX document correctly it was brought to their attention several times the day before the foreclosure and the day of the foreclosure to which I had to file bankruptcy. When my father died I had a 411 credit score the day of the foreclosure I had a XXXX and just paid {$12000.00} in credit card debt and lost the cards the next day. 6 years of hard work of building my credit down gone in the blink. 30 days to see improvement, Overnight it went to crap. This is UNFAIR AND DECEPTIVE PRACTICE TO WHICH I FILED A XXXX A AND SERVED ALL PARTIES CERTIFIED RETURN RECEIPT PACKETS WITH A RESOLUTION SUGGESTED.

Company response to consumer: Closed with explanation