Consumer complaint received 2024-04-24 00:00:00
Product: Mortgage — Conventional home 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: DC

Complaint narrative:
Selene Finance, my husband and Is mortgage servicer, engaged in misleading conduct throughout our process of applying for a loan modification in 2022. Selene Finances mistakes and frequent calls have caused a lot of stress and XXXX  in our family. We are asking Selene Finance to act in good faith when evaluating any loan modification application that we submit in the future and to treat homeowners like us with dignity and respect. 

In the fall of 2022, we applied for a loan modification after the pandemic and my husbands health reduced our income. In XXXX  2022, we received a letter from Selene denying our loan modification application. The letter was dated XX/XX/2022, and it stated that the reason for the denial was [ y ] ou failed to allow access for an internal inspection. We communicated extensively with representatives from Selene Finance throughout the application process. We were never informed that an internal inspection was required. Selenes denial was very upsetting after the amount of time and energy we put into the application.

When we started the application, we received a packet with a list of requirements from Selene. The list did not mention that an internal inspection was required. After we submitted our application, we received letters from Selene requesting updated documents like bank statements. We complied with all these requests, but none of the letters mentioned that Selene also required an internal inspection.

Throughout the process of applying for the loan modification, representatives from Selene called my husband and I repeatedly on both of our cell phones to warn us that we were at imminent risk of foreclosure. We received these calls nearly every day and spent hours speaking to many different representatives. Each time we received these calls, we explained that we had submitted a loan modification application, but none of the representatives we spoke to mentioned that an internal inspection was required. 


XXXX Sunday after we submitted our application, a man showed up to our home unannounced to take photos of the front and back of our home. The man did not have any documents showing who he worked for or proof that he was hired by Selene Finance. He did not request access for an internal inspection or say that he was required to perform XXXX. We have XXXX children, and I was very alarmed by the inspectors unexpected presence at my home. I called Selene Finance to share my disapproval of how the external inspection was handled. I had a long conversation with a representative about what happened, and she apologized. The representative did not mention that an interior inspection would also be required for the loan modification process, even though we spoke about inspections during the call. 


XXXX separate people employed by third parties contacted me to set up an internal inspection. They refused to tell me who they worked for and did not mention Selene Finance at all. The only information they gave included that they were a third party and found my name, address, and contact information on a list. They said that they needed to fill out a form, but they did not explain why they were contacted to complete an internal inspection. For safety reasons, I did not want to invite a stranger into my home without knowing who they were working for and why they needed to complete an inspection.

We learned about the internal inspection requirement for the first time when we called Selene Finance on XX/XX/2022, to ask about our application status and a representative told us that we had been denied. A few days later, we received a denial letter from XXXX XXXX from Selenes Loan Resolution Department , which I have included with this complaint.

My husband and I were devastated by Selene Finances actions throughout the loan modification application process. We spent a lot of time and effort on our application and made sure to promptly follow up with every request that we received from Selene Finance. If Selene Finance had told us that we were required to complete an internal inspection, we would have been willing to set up an appointment with one of the inspectors who called us. It is unfair and unreasonable for Selene to expect homeowners to invite a stranger into our home without providing any notice of the internal inspection requirement or information about the inspectors they contract with.

If we apply for a loan modification in the future, we want Selene Finance to treat us with fairness and respect throughout the process. Going forward we want Selene Finance to be more forthcoming about their loan modification application requirements, both before and during the application process, so that other homeowners who are experiencing hardship and seeking assistance do not have to go through what we experienced

Company response to consumer: Closed with explanation