Consumer complaint received 2026-05-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Selene Holdings LLC
State: MO

Complaint narrative:
To : Selene Finance, LP ( Loan Resolution/Loss Mitigation Dept . ) I am following up regarding my recently approved loss mitigation. Despite several months of delays, a CFPB complaint, and a bankruptcy filing, I have received no communication from Selene Finance beyond the approval letter titled CFPB Notice of Determination XX/XX/2026. After finally gaining access to the portal, I saw a payment plan listed at approximately {$2600.00} due XX/XX/XXXX. When I called to confirm whether submitting payment at that point would be considered late, your representative informed me that the plan would surely be moved into XXXX or XXXX to allow a fresh start. I was told a written payment schedule would arrive the following week. No such correspondence has been received. On that same day, I requested written confirmation of the modification approval. My attorney confirmed the modification itself was approved, but no payment structure had been provided. Shortly afterward, the portal was completely shut down, and I have been unable to access any loan information or payment options since. I called again on XX/XX/2026 at XXXX XXXX CST and spoke with XXXX, who stated that payments would now begin in XXXX at {$5000.00} per month from XXXX through XXXX double the previously stated amount. I informed him that I have received no written notice of this drastic change, and I still can not access the portal to verify any figures or make a payment. For reference, prior calls regarding this matter occurred on : XX/XX/2026 at XXXX XXXX XXXX XX/XX/2026 at XXXX XXXX XXXX XX/XX/2026 at XXXX XXXX XXXX XX/XX/2026 at XXXX XXXX XXXX and additional attempts to obtain clarity and resolution. This pattern mirrors the experience leading up to the XXXX foreclosure salerepeated calls during work breaks, long hold times, and circular communication with no progress. Despite completing the financial packet and being approved, we still have no actionable next steps. Your records originally reflected a 4.7 % interest rate and a {$2600.00} monthly payment, yet within weeks this was inexplicably changed to {$5000.00} without notice, documentation, or portal access. I also received a letter dated XX/XX/2026 inviting me to explore options such as repayment plans, forbearance, or modificationdespite the fact that a modification has already been approved in writing. Restarting the entire process is neither reasonable nor acceptable given the extensive efforts already made. At this point, I am formally proposing a workable repayment plan of {$2000.00} per month. This is a reasonable and goodfaith resolution given the circumstances and the lack of clear, consistent communication from Selene Finance. Please escalate this matter immediately to the appropriate supervisors. You have already received written authorization from attorney XXXX XXXX, XXXX, confirming that you may speak with me directly regarding loan number XXXX. The ongoing delays, conflicting information, and lack of transparency have caused significant mental stress and personal liability. I am also preparing an updated notice to the CFPB documenting that consumer banking integrity is still not being upheld by Selene Finance. We require an immediate response so that we can move forward and resolve this matter without further delay. Please Note : CFPB is awaiting another response on this matter. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX XXXX ( Direct Line ) Cc : CFPB, XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation