Consumer complaint received 2024-11-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Selene Holdings LLC
State: FL

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint to address Selene Finance 's mismanagement of my mortgage loan, including their refusal to accept payments, failure to acknowledge funds sent as requested, and actions that have severely impacted my financial standing. These practices have made it impossible for me to refinance my home, even with a VA loan for which I am fully eligible. 

Key Issues in My Complaint XXXX. Refusal to Accept Payments : Since XX/XX/year>2024, Selene Finance has refused my payments, citing my intent to complete my loan payment as the reason. Following this, I requested to resolve the deferred balance associated with my loan, but Selene Finance required the {$70000.00} deferred balance to be paid via Money Order. 

I expressed concerns about sending such a significant amount via Money Order and requested a more secure payment method, but Selene Finance insisted on their original terms. 

XXXX. Delayed Acknowledgment of Submitted Payments : In XX/XX/year>2024, I complied with Selene Finances instructions and submitted the {$70000.00} Money Order to address the deferred balance. I waited for two weeks to receive confirmation of receipt, but Selene Finance failed to acknowledge the payment. 

During this period, I suffered a personal tragedy, yet I prioritized following up with Selene Finance. When I contacted them to confirm receipt of the Money Order, I was informed that it had not been received. I then requested that the deferred balance be converted into regular monthly payments, but this request was denied. 

XXXX. Harassment and Contradictory Actions : Despite my compliance with their instructions, Selene Finance continued to send letters of forbearance and acceleration. Recently, they allowed me to make minimum payments of {$1.00}, which I have done twice to prevent further harm to my account. However, these actions fail to address the broader issues and seem designed to delay resolution while exacerbating my financial difficulties. 

XXXX Credit Reporting and Refinancing Challenges : Selene Finance has consistently reported my payments as late to credit bureaus, even though I followed their instructions. This has severely impacted my credit score, making me ineligible for refinancing options, including a VA loan. My inability to refinance due to Selene Finances actions is a key issue, as I am otherwise fully qualified for a VA loan. 

XXXX. Foreclosure Intent : Based on Selene Finances repeated denial of reasonable requests, refusal to acknowledge payments, and insistence on industry standard practices that lack transparency, it is clear their intent may be to foreclose on my home. 

Resolutions Requested Payment Reconciliation : Locate and apply the {$70000.00} Money Order submitted in XX/XX/scrub> 2024, or provide a clear explanation for why it was not processed. 
Loan Modification : Incorporate the deferred balance into regular monthly payments to provide a transparent and manageable solution. 
Credit Correction : Correct all inaccurate reports made to credit bureaus and restore my eligibility for a VA loan. 
Refinancing Opportunity : Remove barriers caused by Selene Finances actions to allow me to refinance my home, particularly through a VA loan. 
Transparency and Accountability : Provide a detailed explanation of why my reasonable requests for resolution can not be honored. 
Closing Statement I have made multiple attempts to coordinate with Selene Finance in good faith to resolve these issues, only to be met with resistance and inaction. Despite following their instructions and making significant efforts to address my concerns, Selene Finance has failed to acknowledge payments, repeatedly reported negatively to credit bureaus, and hindered my ability to refinance my home. 

Selene Finances actions and their invocation of " industry standards '' demonstrate a lack of commitment to resolving this matter fairly. This situation has caused me undue financial and personal stress, and it is imperative that immediate steps are taken to rectify these issues. 

The inability to refinance, even with a VA loan for which I am qualified, remains my primary concern. I respectfully request that this matter be reviewed thoroughly, and that Selene Finance be held accountable for their actions. I expect timely communication and a clear path forward to restore my financial standing and protect my home.

Company response to consumer: Closed with explanation