Consumer complaint received 2026-01-21 00:00:00
Product: Mortgage — FHA 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: IN

Complaint narrative:
While in forbearance with XXXX XXXX, selene obtained my loan without my knowledge. Since the transfer of the loan, I have had nothing but conflicting information and threats of foreclosure from selene XXXX  even after asking to resume payments. I have sent XXXX XXXX XXXX with late and partial response and continue to get phone calls with conflicting information as to the current status of my loan. I will attack the correspondence this far. 
To Whom It May Concern, I am submitting this complaint against Selene XXXX  XXXX regarding multiple mortgage servicing violations, including failures to comply with the Real Estate Settlement Procedures Act ( RESPA ), specifically Regulation X, improper handling of a prior forbearance agreement, and inconsistent and misleading communications. 

Failure to Timely Acknowledge and Respond to Notice of Error ( NOI ) On [ insert date ], I submitted a written Notice of Error to Selene XXXX regarding errors in the servicing of my mortgage loan. Selene failed to provide a timely acknowledgment within five business days as required by 12 C.F.R. 1024.35 ( d ). When a response was eventually provided, it was incomplete and failed to address all of the errors identified in my notice. 

Incomplete and Substantively Deficient Response Selenes response did not adequately investigate or resolve the errors raised. Key issues were ignored or addressed with vague, boilerplate statements rather than specific findings and supporting documentation, as required under RESPA. This failure has prevented me from understanding the true status of my loan and from meaningfully exercising my rights. 

Conflicting and Misleading Information Provided by Selene Representatives I have received inconsistent and conflicting information from Selene XXXX representatives during phone calls regarding my loan status, loss mitigation options, and foreclosure activity. Statements made verbally often contradict written communications and prior representations, causing confusion and impairing my ability to protect my home. 

Failure to Honor or Properly Transfer Prior Forbearance Agreement Prior to Selene XXXX  becoming the servicer, I was on an approved forbearance plan with the previous loan servicer. The agreement provided that missed payments would be added to the end of the loan and that regular payments would resume thereafter. Selene XXXX  has failed to properly recognize, honor, or implement this agreement following the servicing transfer. I also do not recall receiving a proper hello/goodbye servicing transfer notice explaining any changes or impacts to my forbearance. 

Improper Foreclosure Activity While Errors and Loss Mitigation Are Pending Despite unresolved servicing errors and a pending loss mitigation review, Selene Finance has pursued foreclosure activity. Proceeding in this manner while a Notice of Error and loss mitigation application are outstanding is improper and places me at risk of wrongful foreclosure. 

Requested Resolution I respectfully request that the CFPB require Selene XXXX  to : 1. Fully and properly respond to my Notice of Error in compliance with RESPA and Regulation X ; 2. Correct all servicing errors identified and provide a complete loan history and accounting ; 3. Honor and properly implement the prior forbearance agreement from the previous servicer ; 4. Cease foreclosure activity while errors and loss mitigation matters are under review ; and 5. Ensure all future communications are accurate, consistent, and documented in writing. 

Selene XXXX failures have caused significant stress, confusion, and risk of loss of my home. I appreciate the CFPBs assistance in ensuring compliance with federal mortgage servicing laws. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX IN XXXX I received a notice of determination dates XX/XX/XXXX on XX/XX/XXXXXXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX To Selene XXXX, Please treat this email as a formal Notice of Error and Request for Information under the Real Estate Settlement Procedures Act ( RESPA ) and Regulation X ( 12 CFR 1024.35 & 1024.36 ). 


This concerns my mortgage loan : Borrower Name : XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX IN XXXX Loan Number : XXXX Phone : XXXX Email : XXXX -- - NOTICE OF ERROR I am asserting the following servicing errors on my mortgage account : 1. Failure to Honor Prior Forbearance / Payment Deferral Agreement My previous servicer, XXXX, placed me in a forbearance plan with the understanding that the missed payments would be deferred to the end of my loan. Selene XXXX  has not properly honored this arrangement after transfer, which is a servicing error under 12 CFR 1024.35 ( b ) ( 5 ) and ( b ) ( 11 ). 


2. Improper Handling of My Loss Mitigation Application I submitted a complete loss-mitigation application on XX/XX/XXXX. I received only a verbal denial, with no written denial, no explanation, and no appeal rights as required by 12 CFR 1024.41 ( d ) & ( h ). 

A verbal denial does not close a loss-mitigation file. 


Additionally, after I advised Selene that I can resume regular monthly payments, Selene informed me that my file was being sent back to underwriting, meaning my application is still active. 


Under 12 CFR 1024.41 ( f ) ( g ), foreclosure activity must be halted during an active review.

3. Failure to Provide Required Servicing Transfer Notices I did not receive the required goodbye letter from XXXX  or the hello letter from Selene identifying the servicing transfer details, as required under 12 CFR 1024.33.

4. Failure to Provide Accurate Account Status Information Selene has not provided a clear accounting of my forbearance, loss-mitigation status, or reinstatement amount, which may be an error under 12 CFR 1024.35 ( b ) ( 1 ) and ( b ) ( 2 ).

-- - REQUEST FOR INFORMATION Please provide the following information : 1. All servicing notes on my account, from XXXX and Selene. 



2. All forbearance records and any agreements or representations made by XXXX. 



3. A complete payment history from the date XXXX began servicing through the present. 



4. Copies of all servicing transfer notices ( goodbye & hello letters ). 



5. Written confirmation of my current loss-mitigation status, including whether my application is marked complete or facially complete.

6. Confirmation of whether any foreclosure action or sale date is scheduled.

7. A full breakdown of the reinstatement amount, including all fees and charges.

-- - REQUEST FOR CORRECTION I request that Selene : 1. Correct my account to reflect the forbearance and deferral arrangement.

2. Pause all foreclosure activity while my application is under review, as required by 12 CFR 1024.41.

3. Provide written notice of the outcome of my loss-mitigation review.

-- - RESPA Response Requirements You must acknowledge this Notice of Error within 5 business days, and respond fully within 30 business days, as required by federal law.

Please confirm receipt of this email. 


Thank you, XXXX XXXX XXXX This is to acknowledge we have received your email. Your request will be routed to the appropriate department for handling. We are working diligently to provide you a response as soon as possible. 
REGISTER FOR ONLINE ACCESS : Go here : XXXX XXXX XXXXXXXX XXXX XXXX XXXX Your Account : By registering for online access, you may be able to do the following : - View payment history - Register for paperless billing statements- Download important loan documents- Request assistance - Sign up for ACH - Make a one-time payment - Update mailing address DOCUMENT RESOURCES : Go Here - XXXX XXXX XXXX XXXX Third-Party Authorization - Borrower Assistance - ACH Form - Access XXXX Form XXXX XXXX XXXX Form NEED ADDITIONAL INSURANCE INFORMATION? 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NEED ADDITIONAL INFORMATION? See our FAQS XXXX XXXX XXXX If you have any questions regarding the information you have submitted for this request, please contact our Customer Service Department XXXX XXXX XXXX. 
Our office hours are Monday through Thursday XXXX AM to XXXXXXXX XXXX CT, and Friday XXXXXXXX XXXX to XXXXXXXX XXXX CT. 

Sincerely, Customer Service Selene XXXX XXXX Customer Service Department ( XXXX ) has sent you a protected message. 


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Company response to consumer: Closed with explanation