Consumer complaint received 2026-03-04 00:00:00
Product: Mortgage — VA 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: WY

Complaint narrative:
On XX/XX/XXXX I refinanced my home loan to get away from Selene Finance and closed with a new lender. On XX/XX/XXXX I called Selene Finance to inquire about my buydown funds in the recently closed account that did not appear to be included in my pay-off loan amount. Selene Finances ' customer service department recommended that I send an email regarding my inquiry. I then emailed their customer service department the same day and requested a review of my pay off loan documents regarding the buydown agreement funds for my primary residence. In that email I asked Selene Finance to verify where the funds for the buy-down agreement went in a breakdown. I believe Selene Finance did not account for my buydown funds in the pay off loan amount and it needs to be corrected. The missing funds are {$4900.00} by my calculations. We used 11 months of the 24 months in the buydown agreement funds. I was charged a full payoff loan amount of {$550000.00} from Selene Finance. There is no indication or breakdown that my buydown funds were applied to this pay off amount or where the buydown funds are. There have been issues with Selene Finance from the time my loan was sold to them in XX/XX/XXXX. I sent a formal letter ( Urgent : Notice of Error ) on XX/XX/XXXX. Selene Finance erroneously added my buydown agreement funds to my monthly mortgage payment instead of subtracting, which caused a total monthly discrepancy of an additional {$1200.00}. The matter was resolved sometime in XX/XX/XXXX, after I had to make multiple follow-up phone calls and finally being allowed to speak with a supervisor. I had been denied speaking with a supervisor multiple times before. Further, on each mortgage statement we received from Selene Finance there is a section called " Explanation of Amount Due ''. Under this section there is a line item called " Additional Monthly Amount '' which is $ XXXX. This amount is the buydown agreement funds applied to each monthly mortgage payment. We only paid 11 months of the 24 months agreed. So, I asked Selene Finance to tell me where the buydown funds of {$4900.00} are, and why they were not applied to the payoff loan amount? I called Selene again on XX/XX/XXXX and asked for a follow up on my email request that I sent a week prior. The customer service representative had seen the discrepancy ; however, they did not know the status of my request and recommended I call back the following week. I called again on XX/XX/XXXX where a new customer service representative told me that Selene Finance has until XX/XX/XXXX to resolve this matter. This was the first time I heard this. Which I then explained would be 45 days from the day I raised the issue, and over XXXX from the closing date of the loan. I expressed that this was unacceptable and the customer service representative dismissed me. I asked to speak to a supervisor, and the customer service representative said there were none available. I then asked the customer service representative to put in a request and give me the reference number ( which they did for me in XXXX of XXXX, and it is on record ) and the customer service representative said they do not do that. I kept asking for a supervisor and a reference number and the customer service representative dismissed me and had zero urgency or care. This is often the case with Selene Finance. Selene Finance does not care, has zero urgency in fixing discrepancies that they create, does not pay attention, and hire personnel that are unqualified, incompetent, and dismissive. I believe if Selene Finance treats me this way, they treat other customers the same way, and I never chose to be with them. I was forced into working with Selene Finance when my loan was sold, and Selene Finance should be investigated for fraudulent activity. I believe Selene Finance is out of compliance with federal law, is illegally withholding my buydown agreement funds, and is not responding with any resolution. Thank you.

Company response to consumer: Closed with explanation