Consumer complaint received 2026-06-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Selene Holdings LLC
State: GA

Complaint narrative:
CFPB COMPLAINT NARRATIVE Product : Mortgage Sub-product : Conventional home mortgage ( confirm ; XXXX be VA-guaranteed see below ) Issue : Struggling to pay your mortgage / Trouble during the payment process loss mitigation Servicer / XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX Foreclosure firm : XXXX XXXX XXXX XXXX XXXX XXXX ( Reference XXXX ) SCHEDULED FORECLOSURE SALE DATE : XX/XX/year> Note : This is my fifth complaint regarding XXXX XXXX XXXX. I have filed prior complaints over approximately the past XXXX years concerning this servicer 's handling of my mortgage. SUMMARY XXXX XXXX XXXX is proceeding toward a non-judicial foreclosure sale of my primary residence scheduled for XX/XX/year>, despite the fact that I submitted a complete loss-mitigation application on XX/XX/year> more than 37 days before the scheduled sale. XXXX failed to review that application, denied it on XX/XX/year> on the false basis that I had not submitted it, and has since acknowledged by telephone that it received my application and did not review it. I am a XXXX XXXX XXXX veteran. I am asking the CFPB for urgent assistance because of the imminent sale date. TIMELINE OF EVENTS XXXX. XX/XX/year> : I submitted a COMPLETE loss-mitigation / loan modification application package to XXXX by XXXX, including my hardship documentation, business bank statements, and income documentation. This was more than XXXX days before the XX/XX/year> scheduled foreclosure sale. XXXX. XX/XX/year> : XXXX issued a loss-mitigation DENIAL letter. The stated reason was that the XXXX failed to return completed financial workout package and supporting documentation. This reason is false. I had submitted the complete package on XX/XX/year>. XXXX. XX/XX/year> : I called XXXX to dispute the denial. A XXXX representative acknowledged that my application package had in fact been received and had not been reviewed before the denial was issued, and stated that my case would be escalated and reopened. Only at this late stage days before the scheduled sale and after holding my application for more than XXXX days was I told that some pages of my business bank statements were missing ( the result of a double-sided scanning error on my end ), but had no bearing on the completed and supplied P & L. If pages were missing why did it take over 33 days to come to that conclusion..... this is exactly how XXXX has operated over the last XXXX years, lead me along that all is well until the last minute come up with an issue. XXXX. XX/XX/year> : To remove any dispute about completeness, I resubmitted a complete loss-mitigation package, including a full set of business bank statements with all pages, via email, fax, and certified mail. I also submitted RESPA notice-of-error and request-for-information letters. XXXX additionally sent me a link to reapply, which I completed. XXXX. As of the date of this complaint, XXXX has provided me NOTHING IN WRITING confirming the date my application was received, confirming that my case has been reopened, confirming whether my application is complete, or confirming whether the XX/XX/year> foreclosure sale will be postponed. WHY THIS VIOLATES MORTGAGE SERVICING RULES- Dual tracking ( Regulation X, XXXX XXXX XXXX ) : I submitted a complete loss-mitigation application on XX/XX/year>, more than XXXX days before the XX/XX/year> sale. XXXX was required to evaluate that application and could not properly advance to a foreclosure sale while it was pending. Instead, XXXX failed to review it and denied it on a false basis. - False/erroneous denial : XXXX denied my application claiming I did not submit documents that I did submit, and its own representative has acknowledged the application was received and not reviewed. - Last-minute notice and delay : XXXX held my application for more than XXXX days and gave notice of an alleged documentation defect only days before the scheduled sale, leaving minimal time to cure. - Failure to provide written confirmations : I have received no written acknowledgment of receipt, completeness, reopening, single point of contact, or sale postponement. - Possible re-start of the clock via reapply link : I am concerned XXXX XXXX treat the reapply link I completed as a NEW application dated XX/XX/year>, rather than recognizing my original complete application of XX/XX/year>, in order to avoid the XXXX dual-tracking protection. I object to any such treatment. My complete application was submitted XX/XX/year>. WHAT I AM ASKING XXXX/ THE CFPB TO DO XXXX. Postpone the XX/XX/year> foreclosure sale while my loss-mitigation application is properly evaluated and during any applicable appeal period. XXXX. Acknowledge in writing the date my complete application was received ( XX/XX/year> ) and that it was not reviewed before the XX/XX/year> denial. XXXX. Treat my application as having been complete as of XX/XX/year>, and not re-start the timeline based on the XXXX reapply link. XXXX. Properly and completely evaluate my loan modification request, considering my full documented household income. XXXX. Assign and identify in writing a single point of contact. XXXX. Confirm in writing whether this loan is VA-guaranteed and what VA XXXX options apply, given that I am a XXXX XXXX XXXX veteran XXXX and XXXX compliance with any applicable Servicemembers Civil Relief Act protections. DESIRED RESOLUTION I want to keep my home. I have stable, verifiable, and sufficient household income to support a modified payment. I am asking that the foreclosure sale be postponed, that XXXX 's wrongful denial be corrected, and that my application be evaluated properly and in good faith. Given XXXX 's admitted failure to review a timely, complete application and the imminent XX/XX/year> sale date, I request urgent CFPB intervention.

Company response to consumer: Closed with explanation