Consumer complaint received 2025-11-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Selene Holdings LLC
State: FL

Complaint narrative:
I am filing this complaint about Selene XXXX  because of repeated mishandling of my escrow account, consistently poor customer service, and the extremely disrespectful way I was treated by a supervisor in XX/XX/XXXX. 

I became 100 % permanently and totally XXXX through the VA in XX/XX/XXXX, which qualifies me for a full property tax exemption beginning in XXXX. Because of this change, I needed to update my mortgage account and request an escrow analysis. My escrow account only had about {$2500.00} in XXXX due to a deployment-related tax credit in XXXX. For XXXX, my property taxes were {$4800.00}, so I knew there would be an underage and I wanted to handle it responsibly. 

In XXXX XXXX, I called Selene XXXX  to request an escrow analysis and to explain these 2 issues. The first representative did not seem to understand what I was asking. I called back and spoke with another representative who advised me to pay the property taxes myself to avoid a shortage and to send my VA XXXX letter to their customer service inbox. I followed those instructions exactly. Instead of processing my request, Selene incorrectly placed my loan into a loss mitigation program without my knowledge or consent. I have never had a missed payment, it has always been in a current status. 

On XX/XX/XXXX, I paid my property taxes out of pocket and sent the receipt and an explanation to Selene as instructed on XX/XX/XXXX. On XX/XX/XXXX, I called again and the representative confirmed that the loss mitigation application would be canceled immediately and the escrow analysis opened. I explained I was frustrated with how the account was being managed, and why my account would be inaccurately associated with a foreclosure was XXXX  at this time. 

I also explained that I am a federal employee currently furloughed and asked if the process could be expedited. These funds are due to me and I need them, especially after paying my tax bill out of pocket as instructed. She told me she made a note and advised me to call back in five days to ensure the process was moving forward. In the XX/XX/XXXX email, I also explained these concerns and specifically asked for a manual confirmation that my request was being processed. I did not receive a response. 

When I called back on XX/XX/XXXX to check the status, I was transferred several times. The tax department told me there was one task open to confirm my XXXX tax exemption, but the escrow overage process had not been started. I then spoke with a supervisor, XXXX from the XXXX office. Early in the conversation, after I explained that I had already spoken with the tax department and that notes on my account said they did not need to confirm anything further, she still tried to send me back to the tax department. I repeated that the notes already addressed this. She put me on hold to contact them anyway and later returned, but I still did not receive progress on the overage task. 

Throughout the call, XXXX was dismissive, impatient, and unprofessional. I tried to calmly explain that my XXXX determination occurred in XXXX and that was why my request was happening now. She repeatedly interrupted me before I could finish. She said it was my fault because I was doing it out of cycle and wanted it rushed. She also said, Things do not just appear out of the thin blue sky because you are demanding something, and told me I have unreasonable expectations and that this was my issue. Her tone was sharp and condescending. She treated me as if I were being difficult when I was only trying to correct an issue that began because Selene staff mishandled my account. I asked if there was another supervisor I could speak with, and she refused to accommodate that request. 

At the end of the call, I asked for her full name and an employee ID or number for my records. She said she does not provide her last name and has no employee number or ID to reference. The entire interaction made me feel abashed, uncomfortable, and disrespected. I spent more than two and a half hours on the phone that day, including over XXXX XXXX  with the supervisor, and I left the call feeling humiliated and unheard. 

This is not an isolated incident. Each time I have called Selene, I have waited an excessive amount of time only to reach someone who has incomplete information and seems focused on ending the call quickly rather than resolving the issue. I no longer feel confident in Selenes ability to service my mortgage account properly.

Company response to consumer: Closed with explanation