Consumer complaint received 2025-09-05 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: VA

Complaint narrative:
I am filing a new complaint against Selene XXXX  who has recently taken over the servicing of my loan previously managed by XXXX XXXX XXXX  ( XXXX ) and before that by XXXX XXXX  XXXX. I have been transferred to 3 different mortgage servicers now and each one is refusing to let me pay the mortgage of the property I inherited when my parents passed away. Although I have always been willing to make payments, these mortgage servicers refused and insisted that they will only accept payments if I pay late fees that resulted from delays that they caused. 

Here 's a summary of what happened : 1 ) At first XXXX refused to acknowledge me as the rightful heir and make payments saying I needed to do more than just present my parents ' legally valid will.

2 ) When they finally acknowledged me as the rightful heir and allowed me to assume the loan payments, they said I had to pay $ XXXX in fees on top of the balance of payments owed. The only option they gave me to avoid the fees was to apply for a mortgage assistance program.

3 ) While they assured me I would get a decision on the mortgage assistance application quickly, they continued to charge additional fees and delayed making a decision on the application.

4 ) Its been almost 3 years now and each mortgage servicer I'm transferred to continues to delay making a decision on the application while continuing to charge me fees and refusing to allow me to make payments.

The most recent servicing transfer to XXXX  XXXX  has immediately continued thee same harmful pattern of mismanagement, denial of access and procedural obstruction that began with prior servicers. I am now once again being denied a fair opportunity to retain the home inherited from my parents. 

Just to recap, this is what happened : Servicing Transfer Lacked Transparency and Support While XXXX did notify me that my loan would be transferred, they did not tell me who the new servicer would be. I was given no contact information, no loan reference, and no guidance. As a result, I had to manually navigate XXXX  phone systemafter they were no longer my servicer just to find out that Selene XXXX  had taken over. Selene XXXX  never contacted me. I received no welcome letter, no loan number, and no onboarding documentation. I had to search for their number myself and initiate contact. 

Selene Demands a Full Restart of the Process When I finally reached someone at Selene, I was told that I would have to start the mortgage assistance process all over again, despite the fact that I had already spent three years submitting documents, re-submitting forms, and responding to review delays under XXXX. Selene representatives stated they had no record of any documentation or history from XXXX, despite XXXX handling my case for years. They said they would try to request the files and call me backthey never did. 

Denied Right to Pay While Charges Mount Just like the previous servicers, Selene is refusing to let me make payments until I complete their assistance application from scratch. Meanwhile, they are charging me every month by default, and Ive now been told that there is at least {$50000.00} added onto the loan due to missed payments. These are not missed payments due to negligence or refusalthey are the direct result of being blocked from paying unless I entered an assistance process I had already been navigating for years. 

Additional Context : I am the legal successor-in-interest to the property located at : XXXX XXXX XXXX XXXX, XXXX , NM XXXX My father passed away from a XXXX  XXXX and was unable to share mortgage details before his XXXX. Since then, I have acted in good faith to save my family home, repeatedly requesting : the ability to make payments, that the arrears be moved to the back of the loan, and that I be allowed to assume the mortgage as allowed under law. Instead, each servicerXXXX then XXXX, now Selenehas used delays, procedural resets, and refusal to accept payment as tools of obstruction. Now I am once again in the same position, facing rising debt and risk of foreclosure due to servicer delays, not borrower refusal to pay. 

What Im Requesting : - That Selene XXXX  be required to acknowledge the history of this account, including the extensive documentation submitted to XXXX and XXXX the prior servicers. 
- That Selene not force me to restart the assumption or assistance application. 
- That the arrears ( ~ {$50000.00} ) be reviewed in light of the fact that each servicer refused to accept my payments due to their delays. They delayed acknowledging me as the rightful heir then when they finally did accept me as the rightful heir, they refused to wave the late fees and/or provide a loan modification. They only offered the option of applying for the mortgage assistance application which they have been delaying processing for over two years. 
- That the remaining balance of payments I owe be moved to the back of the loan. 
- That I be allowed to make regular monthly payments immediately, without further delays or application resets. 

This situation is spiraling because of servicer failuresnot borrower failure. I have always been willing and able to make payments but they have tried to force me to pay for fees resulting from their delays and misrepresentations throughout the process.

Company response to consumer: Closed with explanation