Consumer complaint received 2026-03-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Selene Holdings LLC
State: IL

Complaint narrative:
In XX/XX/year> the XXXX XXXX assesors office implemented a new software system and in XXXX sent out all tax bills due in XXXX, i have my taxes & insurance combined in my escrow in which my Mortagage pay. When i recieved my tax bill i noticed my exemption was not on the tax bill. so the bill reflected the taxes without the exemptions, i then called the assesors office & they informed me it was an issue with there new software system and they were fixing everybody exemptions and they should be done applying the exemptions before the tax bills were due to be paid they also stated they don't send out revised bills, i immediately called Salene Finance which is my Mortgage servicer, i informed them of the issue & to not send in any payments til they add the exemption back on the account i informed Salene that the assesors office stated that they will not send out revised bills and it will only take XXXX to reflect the correct amount due. During that week i was in touch with Salene Finance checking with there tax dept to be sure they call over to XXXX XXXX assesors office to get the proper infomation for my escrow, i waited XXXX & called back to Salene to ask for the tax dept as i spoke to the tax dept i provided them my ID pin for my property they put me on hold to check for my tax exemptions at this time they had applied my exemptions and it reflects my correct amount. The tax dept then informed me Salene had already sent a check out for the incorrect amount which was the amount that was intially billed which is also the amount i informed them that was an error, they told me they notated the account the i was told it was in oversight of there's and they sent a check out for the amount on the bill which was incorrect because it didn't have all the exemption on it. Salene Finance then changed my mortgage payment to reflect the shortage in my escrow due to them sending out tge payment so my mortgage went from {$1200.00} in XXXX to {$3600.00} in XXXX!! I was told my an agent in customer service to just send in my regular payment because he read the notes on my account & he can see that the tax exemption had been applied and he was putting in a request for a new escrow anaylist. So i sent my payment Salene put my payment in a supend account they would not apply my payment because they said THATS YOUR COUNTY & WE WANT OUR CHECK BACK SO YOU HAVE TO PAY {$3600.00} dollars UNTIL THEY SEND OUR MONEY BACK!!! AND THEY THEN REPORTED ME TO CREDIT DEPT 30day late causing my scores to drop from XXXX to XXXX, so i have been continually in touch with the about this issue, they are like MOBSTERS they refuse to do the right thing by me!!! The XXXX XXXX treasures office has informed them of the amount of the refund & that the check will be issued out the last week in XXXX. Salene stated to me that i still have to pay them {$3600.00} for XXXX & they will not do a new escrow anaylis no matter the facts they know the tax amount was wrong, please i need your help, PLEASE, PLEASE, PLEASE help me. I have also been served with an intent to FORCLOSE ON MY PROPERTY!!!

Company response to consumer: Closed with explanation