Consumer complaint received 2024-05-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Selene Holdings LLC
State: MO

Complaint narrative:
Beginning in or around XX/XX/XXXX I attempted to set up my account for auto pay. Due to an error on behalf of Selene where my account number was transcribed incorrectly, per the customer rep I spoke with, my payments were not submitted correctly causing the XX/XX/XXXX payment to go unpaid when I called in to take care of XXXX and XX/XX/XXXX payments. In addition to taking care of the payments, I was assured that there would be no late fee or adverse credit reporting. XXXX was canceled and I was advised set up again if I desired. ( XXXX & XX/XX/XXXX - Conf. Number XXXX ) I was successfully able to manually make my XXXX and XX/XX/XXXX payments online and on time as usual. I resubmitted the autopay request again in XX/XX/XXXX. 


Figure 1 - XXXX Payment Confirmation Once again in XX/XX/XXXX, Selene neglected to submit my payments to the correct bank account, a bank account which has remained consistent in my account profile since Selene acquired my mortgage. I again chose to phone in and make the XXXX and XX/XX/XXXX payments. I was advised that this was Selenes error once again but that it was being escalated to the appropriate department to be addressed once and for all. I was again assured that there would be no late fee or adverse credit reporting. ( XXXX & XX/XX/XXXX - Conf. Number XXXX ). 

The exact same issue repeated in XX/XX/XXXX resulting in XXXX and XX/XX/XXXX payments being made in XX/XX/XXXX. At this point, I phoned in and asked the agent to cancel XXXX permanently. ( XXXX & XX/XX/XXXX Conf. Number XXXX ) The XX/XX/XXXX payment was made online as usual on XX/XX/XXXX. I made my XX/XX/XXXX online on XX/XX/XXXX but observed that there was erroneous reporting on the account page. I phoned in and was advised by the agent that she saw my XX/XX/XXXX payment and was unsure of what was showing on the website. She took my XXXX and XX/XX/XXXX payments and assured me that my payments were current. ( Conf. Numbers XX/XX/XXXX ( Conf. Number XXXX ) & XX/XX/XXXX ( Conf. Number XXXX ). 

XXXX, I made my XX/XX/XXXX payment on XX/XX/XXXX and made a secondary payment on XX/XX/XXXX as the site indicates that the XX/XX/XXXX was NOT processed. I made my XX/XX/XXXX payment on XX/XX/XXXX online. None of these payments were processed. ( Screenshot confirmations ) I spoke with yet another agent ( XXXX ) on XX/XX/XXXX who took 2 payments for {$4600.00} ( Conf. Number XXXX ) using the bank information I have maintained on file. These payments were seemingly processed just fine. Recognizing the issue, she asked that I document this issue and send to customer service for resolution. 

This is not the first time I have been adversely impacted by Selenes business practices. A review of my mortgage and CFPB account will show Selene 's history with failing to process payments in XXXX resulting in foreclosure actions that Selene had to reverse resulting in restructuring of the loan. 

Damage to borrower : - Underfunded escrow leading to higher payment, exorbitant arrears, late fees and penalties - Adverse credit reporting negatively impacting both personal and professional business - Inability to take advantage of lower rates due to false negative reporting

Company response to consumer: Closed with explanation