Consumer complaint received 2024-05-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Selene Holdings LLC
State: CO

Complaint narrative:
Failure to account for loan payments, holding loan payments unreasonably, indicting I have XXXX of principal due and charging monthly late fees on the XXXX, failure to respond with accounting ( this is a loan srvicer who srvices a 15 year loan and I am in XXXX year and they are still asking for XXXX and XXXX and claiming late fees and deferred payment of XXXX. Acording to my accounting if the XXXX provided to them I have overpaid the loan at this point, The statement states I owe XXXX for unknown reasons. No payments due. They seem to think it is fine to play games or harass me. Colorado real estate forms are the basis for loan but CO XXXX states they do not regulate companies servicing CO real estate forms. Failure by Selene to show loan payoff due of 0 and remove my deed of trust. Selene is currently holding a payment of XXXX. I paid not because I owe it but because they are reporting me 124 days past due on XXXX to credit. They suspended my XXXX money order payment as " partial '' and continue to state I owe either XXXX or XXXX plus monthly late fees with no payments due. Selene is trying to force me to pay fees on loan when it is paid off, leaving the XXXX and XXXX cents as " amounts due '' to harass me, and charging XXXX per month in late fees and claiming I did not make the XXXX in deferred payments which is due at the end of loan. I supposedly prepaid the loan by XX/XX/XXXX even though it was a 15 year term and Selene won't acknowledge my payments. They interfered dramatically with a car loan I obtained nd must refinance. They have a CO phoe number that is message only and claims it is for " collection agency '' calls. No one answers - only message " to complay with Colorado law. Messages are never returned. Call to customer service state I can't go to the Colorado address on my statement as if it is a sham. Customer service reps won't address my concerns about multiple payments they have held and applie at random without paying me interest for late application of payments. I have XXXX emails to customer service that they do not ever fully respond to and they refuse to apply payments properly and close the loan even though I don't think they have an accounting or definite records showing what I owe. They are not accountable and seem to think they are acting legally or will not be forced to act legally so they harass customers and collect money that is not due. I also filed complaint with XXXX  and I think that is the only reason they applied multiple " in suspension '' payments in XXXX. Now I think XXXX is retaliating from my complaint with the XXXX still allegedly owed. The deferred payments would not be due till end of loan but I have already paid them and tried to close the second mortage loan in XXXX of XXXX. I am suffering financial hardship now due to a loss of job in XX/XX/XXXX and I wanted to make sure this loan was paid and behind me. I read similar complaints about XXXX 's failure to apply payments received, sending back good payments and reporting customers late, and erroneous credit reporting on XXXX and XXXX  sites. The last loan srvicer that treated me like htis was sued by class action, and eventually company was non-operational and class action succeeded with small payouts to thousands of customers for errors.

Company response to consumer: Closed with explanation