Consumer complaint received 2025-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Selene Holdings LLC
State: CA

Complaint narrative:
information pertaining to escrow transaction for XXXX title company in order to payoff mortgage loan for sale of property. Selene Finance refused to share info, refused to communicate process to for payoff with letter dated XX/XX/XXXX. 

My mother died on XX/XX/XXXX. Before she died, my mother finalized a Transfer On Death Deed ( TOD ). I assumed the role of paying for the mortage through XXXX XXXX  with payments to prevent foreclosure from XX/XX/XXXX to XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 

In XX/XX/XXXX, XXXX XXXX sold the mortage loan to Selene Finance. Selene has been extremely difficult to work with no agents and only a customer service line and online web portal. I paid the XX/XX/XXXX mortgage via online portal on XX/XX/XXXX. 

I did not sign any contracts with XXXX XXXX nor Selene finance, only paying monthly mortgage to keep current in preparation for sale of the property. 

In XXXX XXXX and early XX/XX/XXXX, i began the process of asking Selene Finance for information to do the loan payoff and was denied communication with customer service frequently hanging up on me and refusing to transfer me to a manager. I asked multiple times for the process and was denied. They said I was not authorized and when I asked for the forms and the process they refused. I asked to speak to a manager and they said " Managers refuse to speak to unauthorized people ''. 

On XX/XX/XXXX, XXXX XXXX, Senior Escrow Officer for XXXX  - acting on behalf of the title company and property owners sent a signed letter to Selene Finance requesting information necessary for the processing of the escrow transaction for XXXX XXXX XXXX, XXXX XXXX, XXXX  towards a payoff demand. Selene denied this request. XXXX XXXX and I called Selene everyday and we have been denied the payoff process. I emailed documentation to verify my authorization for the property including TOD, drivers license and death certificate of my mother. I called Selene 30 times from XX/XX/XXXX and XXXX with customer service refusing to look at their email to see reciept of authorization and then I had the realtor fax the documentation and Selene continued to refuse. 

On XX/XX/XXXX, I consulted with a lawyer and they stated that authorization is the not prerequisite to deny payoff. Today XX/XX/XXXX is the 7th business day since XXXX XXXX sent the written request for information related to payoff and Selene is continuing to refuse communication and delay the process telling me that I will have to wait " 10-15 business days ''. Per section 1026.36 ( c ) ( 2 ) ( ii ) - ( 3 ) " the servicer must provide an accurate statement of the total outstanding balance that would be required to pay the consumer 's obligation in full... no more than seven business days, after receiving written request from the consumer or any person acting on behalf of the consumer.

It is my understanding from my communication with Selene Finance that they are stalling to compromise the sale of XXXX XXXX XXXX, XXXX XXXX, XXXX  with the intent to create conditions leading to foreclosure due to refusal of communication. I require the request for information related to demand payoff to be acknowledged so we can process this loan payoff and secure the title for interested buyer before XX/XX/XXXX.

Company response to consumer: Closed with explanation