Consumer complaint received 2025-12-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Selene Holdings LLC
State: TX

Complaint narrative:
I would like to kindly request for my loan payment to be reduced back to {$2200.00} and the interest rate be lowered back to 7.25 % and allow me to make all previous back payments to bring the loan current. The only reason I am behind in monthly payments is because the loan has been transferred so many times in which the previous owners would not accept my payment. 

The following is what has transpired since I closed on this loan on XX/XX/XXXX and the months to follow. 

XXXX ) After closing on the refinance loan with XXXX XXXX on XX/XX/XXXX it was immediately sold to XXXX. 

XXXX ) XXXX sent me five separate documents at different times showing my auto draft payment was scheduled for XXXX for {$2200.00}. 

XXXX ) On XXXX XXXX  auto drafted XXXX. {$200.00} more than what I expected. 

XXXX ) I notified XXXX by phone within a couple of days of the incorrect auto draft amount. I was told to notify them via their website which I did. 

XXXX ) I cancelled the auto draft and waited for a response from XXXX. After not getting a response I tried to make a monthly payment on XXXX. I was not able to make a monthly payment due to my account being locked. Upon calling XXXX I was told my loan was sold to Selene XXXX and that I would be hearing from them. 

XXXX ) I received an email from Selene XXXX and I communicated to them the issue with the incorrect monthly payment amount. I was told they would investigate the matter and get back with me. I heard nothing so I asked for a status and was told they would not accept my monthly payment because my loan was sold to XXXX and I would be hearing from them. 

XXXX ) On XX/XX/XXXX I received a letter from Selene XXXX dated XX/XX/XXXX which stated I was late on my XXXX and XXXX payments. I called them on XX/XX/XXXX and told them I have not been able to make the payment due to the previous purchaser of the loan not accepting payment. I also advised them of the incorrect payment amount from the previous loan owner where they deducted {$2400.00} instead of {$2200.00} the latter being the correct amount. The Selene rep said to call back the following Tuesday ( XX/XX/XXXX ) and they would have a resolution. 

XXXX ) I called back on XX/XX/XXXX and was told by a Selene rep they were still working on the resolution and that I would be emailed the resolution. 

XXXX ) On or about XX/XX/XXXX I received a letter from Selene saying my interest rate had gone from 7.25 % to 18 % and my monthly payment was now {$4400.00}. A full {$2200.00} higher than what my monthly should be which was {$2200.00}. 

XXXX ) I called Selene and asked them to reduce the monthly payment to {$2200.00} and I would pay for all previous months and get the loan current. The Selene rep said they would not reduce the payment and would only take payments at the {$4400.00} monthly payment level. The rep said she would send me the loan agreement via email. I never received that document. I asked to speak to a manager and was told I would receive a call from a manager within 24-48 hours. I never received that call.

11 ) On 11/25/25 I received a call from Selene asking why I had not made a payment. I told her I was needing the payment reduced to the {$2200.00} level and I would come current with the loan payments. I also told her I didnt receive a call from a manager nor did I receive a copy of the loan docs as promised. I also gave her an account of what I had been through in trying to make a monthly payment. The Selene rep went silent and hung up on me.

12 ) I am simply asking for the loan payment be reduced back to {$2200.00} and the interest rate be lowered back to 7.25 % and allow me to make all previous back payments to bring the loan current. The only reason I am behind in monthly payments is because the loan has been transferred so many times and the previous owners would not accept my payment. And now that I am trying to come current with the current owner ( Selene FinanciaXXXX ) they have more than doubled the monthly payment and interest rate. This is a blatant predatory business practice. 

Due to the seriousness of this matter I have filed a complaint with the Consumer Finance Protection Bureau and the Texas State Attorney General. I have also initiated a discussion with an attorney. However, my hope is that this matter be easily resolved by retracting the doubling of my monthly payment and interest rate and allowing me to come current with the loan by making all previous monthly payments at the {$2200.00} level with a 7.25 % interest rate as I have been trying to do since the inception of this loan.

Company response to consumer: Closed with explanation