Consumer complaint received 2025-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Selene Holdings LLC
State: FL

Complaint narrative:
On XX/XX/year> Selene Finance LP ( SF ), as loan processor for XXXX XXXX XXXX XXXX  ), received via XXXX, accepted, and deposited a check in the amount of {$93000.00} made payable SF, as mortgagor and myself, as mortgagee, drawn by XXXX XXXX XXXX. These funds represent the final release of my insurance claim monies for the total loss of my home as a result of XXXX XXXX and were deposited to XXXX as my representative from Florida XXXX XXXX XXXX ( XXXX ). These funds were provided to reimburse me for total loss of contents and additional living expenses as provided by my insurance policy, and which well exceeded the {$92000.00}. I instructed Claims Loss at SF using their provided forms to apply the amount to the balance of my loan, as the house is a total loss and will not be repaired. As this property was under contract for sale since XX/XX/XXXX, the buyer agreed to wait for the application of the insurance proceeds against the balance of my loan. 
SF did not provide me pay off amounts requested within the statutorily required 10 days. Additionally, these statements were delivered to my attorney or the title company by XXXX plaintiff 's counsel, not once to me. After sending a reinstatement amount rather than a payoff amount, I had to push back the closing of the home. The pay off amounts they did provide were unusable and materially misstated as they did not include my insurance deposit. I was never provided an accurate pay off amount from XX/XX/year> until XX/XX/year>, after being requested upwards of XXXX times by my attorney, the title company, and myself. As a result, the buyer canceled the sale. Plaintiff 's counsel has been unable to provide an explanation as to where the insurance monies are. 
The house was scheduled for foreclosure auction until the point that SF, XXXX, and Plaintiff 's Counsel for XXXX could not account for the insurance monies provided to them. Plaintiffs XXXX cancelled the foreclosure sale, has not rescheduled the sale, has not responded to my attorney, or taken any action on my foreclosure case since the cancellation of this sale on XX/XX/XXXX. 
SF never applied the money they deposited to my loan. SF never disbursed the funds to me. SF refuses to provide my attorney or me any information about my loan to include a payoff amount, a reinstatement amount, an escrow balance, or any and all activity that has occurred on my loan since they took over as the loan servicer in XXXX of 2025. I have received no correspondence via email or regular mail. They refuse to allow me access to the borrower portal. SF staff have been instructed to hang up on me when I call.

I will be filing complaints with the Federal and Florida, Texas, and Michigan Attorney Generals, Bar Association, Auditor Generals, OIGs and all State and Federal banking and insurance administrations, to name a few.

I will be filing criminal charges for fraud, criminal negligence, and misappropriation of fiduciary assets.

I will be filing a civil case. I have been forced into an emergency bankruptcy as my other property was scheduled for a foreclosure sale due to the fact that I never received my insurance funds that were to be used to reinstate the mortgage on that property. That property is also serviced by XXXX for XXXX. 
I am interested in all responses from XXXX, XXXX, Plaintiff 's Counsel for XXXX  to all complaints and for the explanation they provide to the trustee of my bankruptcy case as to where the money is.

Company response to consumer: Closed with explanation