Consumer complaint received 2025-08-24 00:00:00
Product: Mortgage — Conventional home 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: PA

Complaint narrative:
My husband and I were approved for a loan modification with Selene Finance and made our first payment on XX/XX/XXXX in the amount of {$2100.00}. We needed to pay this amount every month until XX/XX/XXXX, then the underwriting department was to review our loan again and come up with a monthly payment then we would have to sign and get documents notarized and mail back to them. On XX/XX/XXXX, I called and spoke with a representative named XXXX and asked her if we could make a late payment for XXXX. We had a payment scheduled but unexpectedly, no fault of our own, we had a major financial expense. I asked XXXX if this would terminate the modification and she said no, that there isnt a certain date the payments need to be made and that she would note the account. So XXXX payment was scheduled to come out XX/XX/XXXX. After I hung up with XXXX, I felt confident the modification would still be effective as long as I called back in and made a payment for XXXX. Well on XX/XX/XXXX, I spoke with another representative, his name was XXXX. I called into make XXXX payment. By then, my husband and I had our financials back on track. XXXX proceeded to tell me the modification was voided because of the late payment for XXXX. He read over the notes from XXXX and Is conversation and was very nice and sympathetic and told me that he was going to escalate this to the underwriting department to see if they will reinstate the modification and for me to call back in a few days. This made me sick to my stomach. So I called on XX/XX/XXXX and there was no updated information regarding what XXXX sent to the underwriting department. I was told to wait 5-7 days. So I called and spoke with another representative and was told we need to apply for another loan modification. Even more stressed. I uploaded all the documents they requested and emailed it to the requested email. On XX/XX/XXXX I called for updates and there wasnt any, just that they received our documents. I called 2 other times in XXXX and was told the same thing. For some reason they were requesting a quit claims deed to be signed, even though my husband and I were never divorced. We were split up for a very long time, which caused us getting behind on payments, but never divorced. I submitted both of our names and our incomes in the documents they requested. So each time I called I was told by the representatives I spoke with they would email underwriting and let them know we can not sign a quit claims deed because we were never divorced. I was told this 4 times from 4 different representatives. The dates I called and spoke with them are XX/XX/XXXX, XX/XX/XXXX, XXXX, and XX/XX/XXXX. On XX/XX/XXXX I called and spoke with XXXX. She proceeded to tell me we needed to write a letter stating that we can not sign a quit claims deed and that the letter was a substitution for it. We both signed and dated it and I emailed it to their requested email. I called on XX/XX/XXXX for updates and was told it can take 5-7 days for them to review it. I called again on XX/XX/XXXX and XXXX was rude and told me to give it more time. So I called on XX/XX/XXXX and spoke with XXXX and she read over the notes and told me she would request an update from the underwriting department. The modification status update in their portal for our loan wasnt showing anymore. I was concerned about that. I did mention this to her and she said she could see the letter we submitted but there was no updates. So its now XX/XX/XXXX and I have no idea whats going to happen. The court of common pleas served us with a complaint on XX/XX/XXXX but we were not home but the sheriffs department left us a business card stuck in our garage door. So I called them and picked it up and signed for it Monday, XX/XX/XXXX. We are just frustrated and stressed. XXXX never contacted us to let us know they voided our modification. Not a letter or anything. I found out by making a phone call to make another payment. They never sent us a letter in the mail, we dont have any updates on our modification. I am thinking its been denied since its no longer showing in the portal. Its just been such false information, or no information at all. I have emailed them asking for updates, no response. I just dont know what else to do. Can anyone help?

Company response to consumer: Closed with explanation