Consumer complaint received 2022-01-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Selene Holdings LLC
State: GA

Complaint narrative:
My name is XXXX XXXX, and my loan is being serviced with Selene Finance as listed above. Please be advised that I refinanced my home via cash-out refinance through XXXX Mortgage in XXXX. 

My loan was eventually sold to Selene Finance in XX/XX/XXXX from XXXX XXXX. As part of my original loan with XXXX XXXX, I elected to waive the escrow requirement and elected to pay taxes and insurance out of pocket, which I had been doing since XXXX, long before the cash-out refinance with XXXX XXXX  XXXX 

In XXXX of XXXX, Selene Finance illegally, without my knowledge or authorization, created an escrow account and charged me monthly escrow charges amounting to {$1300.00} for taxes and insurance monthly. Once receiving the mortgage statement dated XX/XX/XXXX in the mail demanding the new total of {$2900.00}, I immediately called to advise them that I already paid insurance for the year and that I pay taxes annually out of pocket. 

Selene Finance ignored my request and has continued to illegally charge escrow funds. In order to avoid getting into arrears with my account, I paid the monthly payment. To date, despite multiple calls, and providing them with the documentation to stop the escrow payments ( which Selene advised me to do ), Selene continues to charge {$1300.00} in escrow paymentstotaling to be {$2900.00}.

Additionally, Selene representatives have repeatedly given us contradictory information. After I sent proof of coverage to Selene, they have claimed the following : to cancel the fire coverage on XX/XX/XXXX via letter, dated XX/XX/XXXX ( as you will see in the attached documentation ), to have refunded over {$10000.00} in escrow funds to the loan, which has yet to be reflected on any account balance statement sent to me directly via mail or email ( See Attachment A Letter from Selene ). 

On XX/XX/XXXX, I requested to speak with Customer Service, to which I was told I was being transferredbut instead was transferred to loss mitigation, for whatever reason. XXXX  in loss mitigation, the representative I spoke with, asked me why do you continue to pay if the amount is incorrect? This among many other comments made by XXXX in this recorded conversation, which he repeatedly mentioned, were inappropriate and irrelevant to my situation. My hopes were to clarify what the payment was for the month of XXXX. Because of the discrepancies in information Ive received since XX/XX/XXXX, I am still unclear on what my monthly mortgage payment is. I was told that the request to rectify the monthly payment was received and would reflect in the next billing cycle, which it still has not, to date. 

However, I will pay the {$2900.00}, in addition to the late fee today, in good faith and in hope that Selene will rectify this situation today, by refunding the escrow amount due to me, and reflecting the change in the monthly mortgage bill back to the original total of {$1500.00}. 

I hereby request an immediate investigation into fraudulent business practices and demand that Selene send, directly to me, the monies that were illegally charged to the escrow account. See the attached documents for further reference.

Company response to consumer: Closed with explanation