Consumer complaint received 2026-04-14 00:00:00
Product: Mortgage — FHA 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: FL

Complaint narrative:
I am submitting this complaint regarding my mortgage servicer, Selene Finance, and their handling of my loss mitigation request. When I initially became approximately XXXX months past due due to a temporary reduction in income, I proactively contacted Selene Finance on XX/XX/XXXX when my XXXX mortgage payment was due, to explain the temporary loss of income we had and offered to make XXXX payments immediately and enter into a repayment arrangement for the remaining balance while resuming my regular monthly payments. I was informed that partial payments would not be accepted and I had until XX/XX/XXXX to pay {$14000.00} ; otherwise, my only option was to apply for hardship assistance. During the hardship application process, there were repeated requests for updated documentation and extended processing timelines. In XXXX instance, my application was closed without an explanation, and after XXXX of the representatives looked into it, she found that there was no documentation explaining a reason for why the application was closed. This representative submitted an " escalation '' to a supervisor and asked me to wait a week before calling back for an update. When I called back a week later, the new representative to take my call looked into it and asked me to wait another week and call again. XXXX weeks later, when I called again, they instructed me to submit a new application due to the lack of updates. Just like thatno update and no explanation. As a result, my delinquency increased from approximately XXXX months past due to XXXX months past due, along with additional fees and charges. Moreover, on my portal, there is a loss mitigation XXXX listed, and this person is also listed as the contact person on the denial letter ; however, since XXXX, I have never spoken to anyone specifically assigned to my loan. Every time I call ( I call almost weekly ), I have spoken to a different representative. I have never spoken to a supervisor, either. Therefore, each time I call, I have to explain the entire situation to a new person who often does not understand my circumstances, will begin offering their own assumptions and perspectives from what they see in the file, and will give me contradicting information. Moreover, on my portal, there is a loss mitigation XXXX listed, and this person is also listed as the contact person on the denial letter ; however, since XXXX, I have never spoken to anyone specifically assigned to my loan. Every time I call ( I call almost weekly ), I have spoken to a different representative. I have never spoken to a supervisor, either. Therefore, each time I call, I have to explain the entire situation to a new person who often does not understand my circumstances, will begin offering their assumptions and perspectives from what they see in the file, and will give me contradicting information. I have since received a Loss Mitigation Notice of Determination dated XX/XX/XXXX, in which all retention options were denied, including loan modification, repayment plan, and forbearance. The reasons provided were : Debt-to-income ratio outside acceptable range Lack of financial ability to support a repayment plan No valid hardship However, my household has approximately {$20000.00} in gross monthly income, and my mortgage payment is approximately {$5300.00} per month. Based on this, I have the financial ability to sustain a repayment plan or other reasonable retention option. Additionally, during a recorded telephone conversation today, a representative acknowledged that an earlier repayment arrangement should have been offered, which could have prevented the delinquency from increasing. She further suggested that if I had additional income that I failed to include in the application, I should request to cancel this application and begin the process all over again ; however, such a move would prolong the delinquency and the missed payments and just push me into a bigger problem, which is how I got here when I wasn't allowed to make partial payments back in XXXX. We have basically been led to being 8 months in default at this point. The only options I was deemed eligible for were a short sale or deed in lieu, which would result in the loss of my home. This is unacceptable. We have been here since XXXX!

Company response to consumer: Closed with explanation