Consumer complaint received 2017-07-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Finance LP
State: VA

Complaint narrative:
XX/XX/XXXX Contacted POC on file stated sell scheduled for property for XX/XX/XXXX
XX/XX/XXXX Contacted the POC stated waiting on BPOXX/XX/XXXX Spoke with the POC on the account stated the short sale was denied due to the condition of the property received and email stating if property was clean and place back on the market investor would review the file again and would also request an BPO.  
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX  Uploaded Relief of stay to onedrive received via scan. XXXX Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX XX/XX/XXXX - Efaxed Authorization Form, Hardship Letter, SSI Benefits, Contribution Letter, Pay Stub, Retirement Annuity, SSI Benefits, Veterans Benefits, XXXX, Utility Bill to Selene Finance XXXX, XXXX. XXXX  Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Borrower filed Bankruptcy case closed out for the next 3 months. XXXX  Save      
XX/XX/XXXX(XXXX) 0 Audit XXXX Case Resolved on 'XX/XX/XXXX XXXX XXXX' Save      
XX/XX/XXXX(XXXX) 23 Appt XXXX Email information directly to XXXX. Save      
XX/XX/XXXX(XXXX) 25 Appt XXXX  STATUS UPDATE: Contacted servicer spoke with XXXX stated we need to submit the following Closing Disclosure, Sales Contract and Preapproval and proof of funds. Notified agent. XXXX  Save      
XX/XX/XXXX(XXXX) 20 Appt XXXX  Efaxed Authorization Form, Bank Statement, Government Monitor, Uniform Borrower Form, Real Estate Fraud Cert., XXXX to Selene Finance XXXX; XXXX XXXX  Save      
XX/XX/XXXX(XXXX) 10 Processing XXXX Emailed Client requesting the following => Uniform Borrower Assistance Form (Missing the last 2 pages) XXXX (The top of the form is blank)Updated Bank Statement (Last Two Months with all pages) XXXX Save      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX Uploaded Listing Agreement to onedrive received via email. XXXX SaveXX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: received phone call from supervisor XXXX XXXX who stated the borrower would most likely not have time to use the contributor income due to the fact we must show the borrower actually receiving it and possibly would not have the allowed 90 days before a sale date could or would be placed on the property. Rep stated the home is no longer affordable based on the monthly income. Information given to borrower stated she would like to move forward with liquidation Referral list given for Real Estate agents once borrower has listed the property file to be closed out. XXXX  Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Contacted the servicer spoke  with POC in reference to the contribution and appeal and stated that the letter was received and was not legible also there was not enough information in the contributor letter asked to speak with a supervisor rep stated a supervisor would be contacting me in regards to the file. XXXX  Save      
XX/XX/XXXX(XXXX) 20 Appt XXXX Efaxed SSI Benefits to 1XXXX XXXX Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Contacted the servicer spoke with XXXX XXXX in the Lost Mitigation department went over the file with her for the last month in terms of conversation that I had with her colleagues rep stated at this time she did not understand why people where giving personal opinions as to underwriting had yet to review the file and underwriting is the only department that can make the decision as to rather or not contributor income can be used. Rep stated file had been escalated and hope to have a decision by today let the rep know that I would call back next week for an update. XXXX  Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Contacted the borrower servicer spoke with XXXX in the Loss Mitigation department who stated borrower daughter income could not be used as a contributor the only way to use that income was if the individual assumed the note and if they chose to do that they would need submit a complete package and fax to XXXX.Called borrower left voicemail.XXXX  Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Contacted the servicer spoke with XXXX confirm receipt of documents received on XX/XX/XXXX rep stated no new notes have been entered into the system request sent to POC assigned to the account to follow up with myself direct contact number given to rep. XXXX  Save      
XX/XX/XXXX(XXXX) 30 Appt XXXX Efaxed Retirement income (XXXX) and Hardship Letter to XXXX  XXXX XXXX      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX Efaxed Contribution Letter and pay stubs (daughter) to XXXX; XXXX XXXX Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Contacted the servicer spoke with XXXX XXXX in the Loss Mitigation department stated at this time file has been denied due to excessive obligation as related to income monthly income on file VA/Social Security and Retirement total amount used on file is XXXX  front end DTI XXXX back XXXX negative surplus of XXXX  Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Contacted the servicer spoke with XXXX who confirm receipt of docs submitted on XX/XX/XXXX email sent to POC to notify. XXXX  Save      
XX/XX/XXXX(XXXX) 30 Appt XXXX Efaxed SSI Benefits and tax exempt form to XXXX, XXXX  Save      
XX/XX/XXXX(XXXX) 30 Appt XXXX Efaxed Benefits and Tax Relief form to Selene Finance , XXXX Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Borrower came in received call from servicer requesting the following: update disability letter and tax exemption letter borrower brought in disability letter will refaxed tax exemption letter today. XXXX  Save      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX Efaxed Uniform Borrower with XXXX to Selene Finance  . XXXX Save      
XX/XX/XXXX(XXXX) 30 Appt XXXX Efaxed Taxes Non Filing verification, Government Monitoring, Real Estate, House Insurance to Selene Finance ,. XXXX Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX STATUS UPDATE: Message sent to PA to submit docs received on XX/XX/XXXX from borrower. XXXX  Save      
XX/XX/XXXX(XXXX) 15 Appt XXXX  STATUS UPDATE: Borrower brought in requested documents submitted to servicer. XXXX  Save      
XX/XX/XXXX(XXXX) 30 Processing XXXX Called borrower and advised her of the documents that the servicer is requesting, borrower stated that will bring them as soon as possible, XXXX. Save      
XX/XX/XXXX(XXXX) 30 Processing XXXX STATUS UPDATE: Talked to XXXX and stated that the following documents are needed: government monitoring HAMDA form, signed and dated hardship application, 2 years of tax return XX/XX/XXXX and XX/XX/XXXX all pages all schedules signed and date by both borrowers, updated paystubs, 2 years of XXXX for both borrowers, Dodd Frank Form for both borrowers, current homeowners declaration page from insurance from both borrowers,XXXX Signed and dated, Due on XX/XX/XXXX,  Save      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX Emailed Authorization Form, Hardship Letter, Retirement Annuity, SSI  Benefits, Veterans Benefits, Bank Statement, Taxes Relief, Uniform Borrower, Utility Bill to Selene Finance ,.XXXXXXXX Save      
XX/XX/XXXX(XXXX) 25 Appt XXXX  STATUS UPDATE: Spoke with borrower unable to bring paper work stated she would turn in no later than Monday XX/XX/XXXXshe will also be picking up XXXX  Tax exemption package. XXXX  Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Borrower came in pick up new package will submit upon receipt. XXXX  Save      
XX/XX/XXXX(XXXX) 25 Appt XXXX STATUS UPDATE: Contacted the servicer spoke with XXXX asked that we email XXXX to XXXX. POC on the account is XXXX XXXX, account is 10 payment XXXX XX/XX/XXXX- through now file is not in active foreclosure. Need to submit new application can be retrieve on Servicer website.  Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Borrower will come to the office on Monday to pick up Loss Mitigation package.  Save      
XX/XX/XXXX(XXXX) 25 Appt XXXX STATUS UPDATE: Contacted the servicer spoke with XXXX  at this time XXXX not showing on file asked that we resubmit to XXXX.XXXX  Save      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX Efaxed Authorization Form to XXXX XXXX XXXX XXXX. Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Contacted the borrower servicer stated XXXX is not on file asked that we resubmit to XXXX. XXXX   Save      
XX/XX/XXXX(XXXX) 30 Appt XXXX Uploaded servicer correspondence to online file folder received via brought in. HR Save      
XX/XX/XXXX(XXXX) 30 SUBMITTED TO SERVICER XXXX Called borrower servicer, but automated system did not recognize loan number or SSN, XXXX. Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Called borrower servicer new XXXX  still not showing on file. XXXX  Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Message sent to PA  Save      
XX/XX/XXXX(XXXX) 25 SUBMITTED TO SERVICER CWB STATUS UPDATE: Borrower brought in updated servicing correspondents from new servicer XXXX  to be submitted no later than Thursday XX/XX/XXXX.XXXX  Save      
XX/XX/XXXX(XXXX) 30 Appt XXXX uploaded servicer correspondence to online file folder received via brought in. HR  SaveXX/XX/XXXX(XXXX) 25 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Contacted the borrower servicer spoke with XXXX in the Loss Mitigation department stated that the loan servicing has been transferred to Selene Finance on XX/XX/XXXX contact number is XXXX.XXXX  Save      
XX/XX/XXXX(XXXX) 30 Appt XXXX XX/XX/XXXX Efaxed Retirement documents to XXXX XXXX XXXX XXXX. XXXX Save      
XX/XX/XXXX(XXXX) 25 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Called borrower left voicemail in regards to additional information needed. XXXX   Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Sent client an email in regards to additional information still needed. XXXX  Save      
XX/XX/XXXX(XXXX) 30 Intake XXXX Status Update: Spoke with XXXX XXXX at lender. $XXXX due. Possibley referral to attorney. Under Writing still needs Retirement Award Letter from XXXX. Account will transfer to Selene Finance XX/XX/XXXX. Called client. Will bring in letter XX/XX/XXXX; XXXX Save      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX Efaxed Letter of explanation (bank) to to XXXX XXXX XXXX XXXX. XXXX Save      
XX/XX/XXXX(XXXX) 15 Intake XXXX  Status Update: Spoke with XXXX at lender. Client is still under review. Needs clarification on bank statement income source of CIV Service $XXXX on XX/XX/XXXX &  XX/XX/XXXX. Called client. XXXX XXXX said she will fax us the letter explaination by XX/XX/XXXX, XXXX Save      
XX/XX/XXXX(XXXX) 20 Intake XXXX Status Update: Spoke with XXXX XXXX at lender. They accepted LOE from XX/XX/XXXX and account is under review. Called client; XXXX Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX   STATUS UPDATE: Contacted the borrower servicer explained that we had submitted the LOE in regards to exemption status last month rep checked confirm receipt stated she would notified underwriting to continue review process. XXXX  Save XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Left message for borrower in regards to exempt status which was checked on XXXX form. XXXX  Save      
XX/XX/XXXX(XXXX) 15 SUBMITTED TO SERVICER XXXX STATUS UPDATE: Contacted the borrower servicer spoke with XXXX in the Loss Mitigation department for a update on modification confirmed receipt of XXXX form which was received onXX/XX/XXXX borrower checked that they were exempt asked that we confirm rather or not borrower was exempt asked that they submit a LOE in regards to and that we submit no later than Friday XX/XX/XXXX.XXXX  Save      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX Efaxed Bank Statement & XXXX to XXXX XXXX XXXX XXXX. XXXX Save      
XX/XX/XXXX(XXXX) 45 Intake XXXX  Status Update: Spoke with XXXX & XXXX at lender. Review is open. Still need 1 month bank statement with SSI circled. Client is tax exempt, so they need new XXXX form: Section 7 box checked, not Section 6.A, plus Signatory Attests box checked signed and dated. Called client left msg, no email, XXXX Save      
XX/XX/XXXX(XXXX) 25 Intake XXXX Status Update: Spoke with XXXX at lender. Amount due $XXXX. Last payment due XXXX $XXXX. All documents received and account is currently under review. Left msg for client; XXXX Save      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX Efaxed RMA, Bank Statement, Letter of explanation(Taxes) to XXXX XXXX XXXX  XXXX. XXXX Save      
XX/XX/XXXX(XXXX) 10 Intake XXXX XXXX XXXX called and said they will bring in the needed documents XX/XX/XXXX; XXXX Save      
XX/XX/XXXX(XXXX) 25 Intake XXXX Status Update: Spoke with XXXX at lender. File is being reviewed to be sent to an attorney. Still needs items for Loan Modificaton: RMA section 4 other expenses $XXXX (itemized break down), RMA section 3 check boxes need to be checked, Return a full RMA; XX/XX/XXXX Tax Return or XX/XX/XXXX Tax Return w/ extension; 2 months bank statements w/ SSI A income circled. Fax: XXXX. Left msg; XXXX  Save      
XX/XX/XXXX(XXXX) 10 SUBMITTED TO SERVICER XXXX File was submitted on XX/XX/XXXX. XXXX  Save

Company response to consumer: Closed with explanation