Consumer complaint received 2021-10-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: FL

Complaint narrative:
On XX/XX/XXXX, we solicited a modification from Selene Finance, LP. They responded, saying that they had received our request, but did not offer us any options, and they did not inform us that they had put our home up for sale. Selene Finance, LP later sent us an e-mail on XX/XX/XXXX, where they informed us that they had sold our property. We sent them an e-mail in response on XX/XX/XXXX, where we described, in detail, a large part of their deceptive and malicious handling of our mortgage, including not telling us that they had put our home up for sale until after the date of sale. What is in this response e-mail is only a small fraction of what we've had to deal with over many years ( and does not include some of their most egregious conduct : like insulting us over the phone ; treating us in a seemingly discriminatory manner because we are XXXX ; telling us to " just hand over our home and stop being scoundrels ; '' creating procedural difficulties for us by demanding irrelevant documents that they knew did not apply to our case, such as the death certificate of the person applying for a modification ; we also interpreted their demands for our death certificates as mocking, insulting, humiliating, and as them wishing for our deaths ; they have also repeatedly refused to help us or give us any options with regards to our mortgage, not even a short sale or deed-in-lieu. ) Attached to this e-mail were documents supporting our claims. We will reproduce this letter below and send you all the necessary documents. Their behavior has forced us to file complaints before : we previously filed a complaint with the XX/XX/XXXX, where we reported their hostile and uncooperative behavior. 

" To Selene Finance, Contrary to what you wrote in your e-mail, this is the first time we have received a communication from your company in a while. Your e-mail falsely claims that Selene tried every means of communication to contact us, but that we would not respond. Your e-mail tries to lay the blame for this situation squarely at our feet in an attempt to exonerate your company from any of the blame. You, Selene Finance, are trying to concoct a false narrative where you did everything right and we did everything wrong, where you offered us all the help and options available, but we just did not cooperate with you. The worst part is that you have all the resources you could ever possibly needmoney, legal representation, savvy businessmenand you still resort to lowly, underhanded, and petty tactics like misrepresenting the facts ( in other words, lying by omission, or sometimes, just lying ), insulting us, and not sending us important legal information ( in an effort to take advantage of our lack of legal knowledge and procedure ). For example, you have routinely sent us important letters uncomfortably close to the deadline ( most likely in a not-so-subtle attempt to make us miss important deadlines, so that we lose our home based on procedural technicalities ), or much later than anticipated. We always respond quickly, but you try to wait until the last minute to maximize the chances of us missing important legal deadlines. To you, this is another paycheck, our property another series of numbers in an infinite caseload, it means nothing to you except one more way to fatten your wallet by taking from those that barely have anything to begin with. To us, this is everything. This is our home, this is the place our children have grown up in, the place where we have created a life together. This is a battle we have been fighting for more than a decade, and we will keep fighting it until the end, because it is that important to us. Whatever happens, we want the truth to be known. Whatever happens, let it be known that we fought, honestly and humbly, until the end.

Your latest e-mail states that it was sent solely for the purpose of informing us. However, I think that the real purpose of the e-mail is to justify each one of the questionable actions of Selene Finance regarding the handling of our mortgage in order to prevent any claims being brought against you. 

You claim that your company tried to communicate with us on numerous occasions in an effort to give us more options and assist us with loss mitigation procedures. However, we were not contacted by your company, not by phone, and not by email. You did send us some letters where you explained the options that were available to us to avoid foreclosure, but we know that these letters were merely a formality, because when we did apply for a modification, we did not receive any help from you. You made no options available to us. Additionally, I want to remind you that when we called your company in XXXX asking for help, you responded by insulting and offending us on the phone, and later, by mail. We reported you to theXX/XX/XXXX for this unprofessional conduct. 

In your email, you also claim that Selene Finance did not receive an application package from us between the dates XX/XX/XXXX-XX/XX/XXXX. However, we have, in our possession, the very letter that your company sent us confirming that you had received our completed application in XX/XX/XXXX, which also stated that Selene would come to a decision regarding our case in a few days. We also have your XX/XX/XXXX letter, in which you denied us any and all help ; you refused to give us the option of a short sale, a deed-in-lieu, or a standard modification. Thus, if you had really wanted to help us, like you say you do, you would have already done so, and we would not be having this conversation. 

You also claim that you have not received another application from us since XX/XX/XXXX. I want to remind you that, at the beginning of your e-mail, you, yourself, state that Selene received another request for a modification from us via e-mail on XX/XX/XXXX. Furthermore, we received your response XX/XX/XXXX, in which you stated that you had received our request but could not offer us any options or any help. 

You also state that we needed to have sent Selene a completed loss mitigation application 37 days before the date of the sale of the property by reason of foreclosure. How could we have known that if you never informed us that our property was put up for sale nor the date of the sale? Even though you say in your e-mail that you wanted to help us keep our home, your letters and actions show the opposite. Because of all the above facts, I object to the sale of our property. 

I have not had a legal representative for an exceedingly long time. I am only a mother seeking help from your mortgage company to save our home, and I received no help from you. My only resources are the truth and the help of XXXX. 

Sincerely, [ redacted ] ''

Company response to consumer: Closed with explanation