Consumer complaint received 2022-08-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: NY

Complaint narrative:
Our office has been working with Selene Finance for over a year to obtain a short sale. Numerous short sale packages were submitted and denied without review. When our office first initially submitted a short sale package, our office was the point of contact for interior access. We never received a call and was then told by Selene that the appraisal was completed on XX/XX/XXXX and they wanted a full pay off. I requested a new Appraisal be conducted as firstly the home is vacant and secured, our office being the only party to have interior access and somehow the appraiser got inside without permission as well the fact that there are damages throughout the home that needed to point out the damages such as cracks in the foundation, waterbed, etc., so there was never a true evaluation completed. We have since ( for over a year now ) submitted packages to Selene Finance and when following up and informing the reps as to what previously happened and requesting a new appraisal be ordered they deny the request and state they want a full pay off or keep the file in review without an answer and each time we call the update is, still in review. Please be advised, there is a 2nd mortgage that is owed over XXXX as well as XXXX tax liens on the property for approximately XXXX. The last package was submitted on XX/XX/XXXX. After continuously calling for updates and having reps escalate issues as well as put in requests for their supervisors to call me back i have not received XXXX call back from ANY supervisor nor did anything come from the escalated issues- the reps i speak with just tells me they will re-escalate. Please see below timeline of each call and outcome below " XX/XX/XXXX - ss package submitted XX/XX/XXXX - bank confirmed received, and imaged in to system. Emailing ss dept to review for short sale. 
XX/XX/XXXX - rep put in request to follow up on ss review since there was no updates since the file was opened on XX/XX/XXXX. XXXX XXXX is specialist on this so rep was emailing XXXX so she can reach out to give me update. - Spoke with XXXX XXXX XX/XX/XXXX - there was a request submitted to investor to accept offer as of XX/XX/XXXX but no response yet. - Spoke with XXXX XXXX XXXX Still no update. Rep escalated to underwriters to review and was told we should have an update within 72 hours. - Spoke with XXXX ID # XXXX XXXX XXXX stated they are still waiting on the investor to respond. Escalating the file again. While on the phone wit the rep, he stated he received an email from the underwriter stating they got in touch with the investor and currently on the phone with them and to call back tomorrow and there will be a response. - Spoke with XXXX ID # XXXX XX/XX/XXXX- Still pending investor review. There is no answer. Rep was emailing the head of the short sale dept. to see whats going on. Left message for XXXX XXXX. 
XX/XX/XXXX - Still no update. Emailing XXXX XXXX and CC her manager requesting an update. Spoke with XXXX ID # XXXX XX/XX/XXXX - called for update and rep tells me we are not authorized on file. Asked to speak to supervisor and she refused to send me to anyone and also refused to give me her name. 
XX/XX/XXXX - Emailed a complaint to Selene ( XXXX and XXXX ) stating no-one has got back to us along with the 2nd mortgage payoff and the federal and state tax liens and letter from the inspector. 
XX/XX/XXXX - There is no update on the account nor our complaint. Rep escalated issue, emailed her supervisor XXXX XXXX and transferred me to XXXX voicemail and i left a message for her as well. Was told supervisor will get back to me within 24 hours. Spoke with Eve with customer service dept. 

It is now XX/XX/XXXX and i still have not heard back from anyone at Selene on the file and there is still no answer on this review. Please help us in getting this file completed, thank you.

Company response to consumer: Closed with explanation