Consumer complaint received 2024-09-17 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: TX

Complaint narrative:
XX/XX/year> BACKGROUND I have been trying to work with Selene Finance to obtain a modification on my mortgage loan. Along the way, documents were misplaced, and I was given incorrect information. An example of this is that one person told me to always upload my documents to their portal, yet another person told me to only email them to a specific email address and to write the loan number on EVERY pageto avoid documents getting misplaced, which is what I ultimately didand my 2nd request was not declined due to lack of proper documentation ( which Selene lost ). Months went by. Around the end of XX/XX/year>, I saw on Selenes site that my modification had received final approval. I called numerous times to find out the details of this approval, but each time was told by the representative that they couldnt see anything on their end and to call back in a week. My last call was on XX/XX/year>, and as usual, was told that no modification document, or even notes on its details, were available and to wait until I received something in the mail. 

COMPLAINT After all this time has gone on, here are the series of communications I received beginning three ( 3 ) days ago : 1. ( Exhibit B ) Mailed to me via US Mail and received on XXXX asking me to accept the terms when there is zero information about what I should accept. This is typical of just how disorganized and dysfunctional Selene Finance is. 

2. ( Exhibit C ) I received a phone call from a mobile notary service today ( XXXX ) asking me to make a signing appointment for my approved modification. I asked her for clarification, since I had no knowledge of this. She shared enough with me to let me know that my principal & interest payment was going to go from what it was currently ( {$830.00} ) to {$2000.00}! I thought for sure that I had misunderstood her. But to my surprise and horror, I came home from work to a XXXX package on my front porch with a modification agreement that outlines a plan that no person in their right mind would accept. It raises my P & I payment by {$1200.00} due to increasing the interest rate from 3.75 % to 8 % -- AND keeps the same maturity date of XX/XX/year>. This proposal makes zero sense for someone who needs help to keep his home of over 20 years. 

3. ( Exhibit D ) I received via US Mail ( TODAY - the very same day I received the XXXX  packet with its unaffordable terms ), with the ridiculous statement that, We are reaching out to you to let you know that we are committed to helping you avoid foreclosure. The letter goes on to state that there are options such as lowering your rate or changing the repayment terms TO MAKE THE LOAN MORE AFFORDABLE. This is yet another example of Selenes dysfunctional operations processes. 

4. ( Exhibit A ) This is simply a mortgage statement to prove that my interest rate was indeed 3.75 % and what the principal and interest payments were under the current terms. 

ANY help with this situation will be greatly appreciated. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation