Consumer complaint received 2025-08-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Selene Holdings LLC
State: MD

Complaint narrative:
I have listed the factual events pertinent to this issue : * This loan was sold/transferred from XXXXXXXX XXXX XXXX XXXX XXXX XX/XX/XXXX * This loan war originated, and always has been, an escrowed loan, inclusive XXXX XXXX tax, flood & homeowners insurances * The same home owners policy had been in place since loan inception * Escrow Analysis Statement issued, by Selene, XX/XX/XXXX XXXX XXXX tax, Flood insurance and Homeowners insurance. 

* The Homeowners insurance company, XXXX XXXX, issued the new annual policy XX/XX/XXXX, XXXX with the effective date of XX/XX/XXXX thru XX/XX/XXXX, XXXX * XXXX XXXX sent correspondence to me on XX/XX/XXXX that stated the mortgage company has been billed * XX/XX/XXXX received correspondence from Selene that indicated there was no insurance in place and threatening to force place their own policy at a greater cost and considerably less coverage, -- called the phone number provided at XXXX XXXX XXXX spoke to customer service representative named XXXX # XXXX. I explained the above, she asked for the insurance agent contact information and assured me she would forward this issue to the XXXX XXXX department so XXXX they can reach out to the agent, obtain an invoice and get this bill paid. Additionally, she confirmed that the XXXX policy invoice had been received and paid. 

* XX/XX/XXXX, I received correspondence from Selene, XXXX XX/XX/XXXX, indicating this was the " second and final notice '' to provide homeowners insurance information or the borrower detrimental single interest forced place policy would be purchased and billed to me. 
-called the phone number provided at XXXXXXXX XXXX and spoke to customer service representative named XXXX # XXXX. Reviewed ALL the above. She was very reassuring and said she could see that there was a single attempt to contact XXXX with no response noted. She stated the ( now ) expired insurance information is on the Selene system. She asked if I had the new policy. I advised that I was in possession of the XXXX policy but if Selene hadn't issued payment, It's probably invalid. She asked me to fax the endorsement pages to : XXXX for review, follow up/contact with XXXX  and XXXX of invoice. Document was faxed and receipt acknowledged by XXXX via email. 

* XX/XX/XXXX, I received correspondence from Selene, Dated XX/XX/XXXX, advising the have now purchased a forced placed lender interest only policy, that has been billed to me. 

* XX/XX/XXXX, XXXX sent detailed email to Selene , outlining the timeline and a request for XXXX XXXX resolve this issue. 

* XXXX XXXX received notice of escrow payment increase, as a result of the lenders single interest billing. 

This issue needs more then a superficial glance for resolution. Selene has been in possession of this loan since XX/XX/XXXX, had the insurance information but still allowed it to lapse at renewal. Selene has an entire insurance and escrow department dedicated to the maintenance of the insurance ( s ), expirations and payments. The fact that this issue even got this far, when their system had the data, is beyond any reasonable mortgage business practice.

Company response to consumer: Closed with explanation