Consumer complaint received 2026-05-05 00:00:00
Product: Mortgage — Conventional home 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: VA

Complaint narrative:
XXXX XXXX sold our loan to accompany named Selene finance who is a subsidiary company of XXXX. Our mortgage payment was XXXX it is now XXXX due to this company telling us our mortgage analysiss were incorrect the last 6 years and we are now XXXX grand in the hole. Not our fault. You can not contact anyone at Selene. Customer service requires you to send any questions to one email account. You can not speak to anyone in the loan modification department. They wont give you an address in any of these documents that should be in my portal are not available 21 days ago I contacted them for a copy of the loan modification. We did four years ago in order to read all of the terms. I was told it takes 8 to 10 business days. That request has now been made three times and I still have not received the information that I have requested when I just called again and asked for supervisor I was told I need to email and request a call from a supervisor that I may receive in 48 hours. This has been a constant problem with this company. The only reason we have not truthfully refinanced is because the rate we have with them is wonderful however, I do believe that the home company is running some type of fraudulent business. If you go on XXXX, you can see all the customers that are having similar problems. Their mortgage payments mysteriously just go up and nobody can give you a real reason as to why I have asked several times in writing for all of the escrow analysis reports and I still have yet to receive those the ones that they are telling me now have caused my mortgage payment to go up because now I am {$11000.00} in the hole in Texas that they say that they were paying so now we owe them money. I have argued this being this has been their error and not mine. It is not my job to make sure that the people that work there are doing mortgage analysis reports when those are on my account every year however, they have miraculously disappeared some of the stuff I did screenshot before it is now information that no longer exists according to them something very shady is going on with this company and while yes, my mortgage is being paid every month. There is some very shady business happening and I believe monies are not being put where they should be going when I pay them close to {$3000.00} of my hard earned money every month. This company needs a very serious investigation. I believe that they owe me and my family money and probably thousands of other people. I am not sure if I need to contact this primary company in New York that owns this subsidiary, but somebody needs to do something with Selene finance when I told the rep today that it doesnt make sense to me that I call the people that are holding my mortgage account that Im paying every month and I cant speak to a representative or cant speak to a supervisor. He just repeats the same thing over and over and over I understand your frustration XXXX XXXX, but the protocol is to give you this email address and someone will contact you within 48 hours. I even asked for his legal department. He said I can send an email I asked for the loan modification department. He said I can send an email. None of that makes sense. While I understand, this is a third-party company and a mortgage company servicing company. The business is still very shady. I want to see every single escrow analysis since my loan was sold to this company. I can not get that information. I want to see the documents for my loan modification to see all of the terms. I also can not get that information you get the runaround every time you call them. This is not normal. They are clearly hiding something and I want something done about it. I have had it with this company. Kind regards, XXXX XXXX

Company response to consumer: Closed with explanation