Consumer complaint received 2020-09-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Selene Holdings LLC
State: NJ

Complaint narrative:
Dear Sir/Madam, I am reaching out to you because XXXX XXXX XXXX   sold my loan to Selene Finance. Over the past 2 years, I have struggled to be consistent with payments and when I have brought my account current, Selene Finance, has found ways to add fees to my account in an attempt to keep me behind on my mortgage. Last year, when I brought my account current they sent me a letter indicating that my account was assessed {$2000.00} in late fees ( some of which I had already paid ), and corporate advance fees which included numerous property inspection fees. I contacted Selene Finance and they indicated that they would investigate the origin of the fees. Needless to say, they never fully explained the resolution but indicated that some of the fees would not be charged. On XX/XX/20, I made a payment which brought my account current and included an extra {$20.00} to be applied to my principal. On XX/XX/20, I received several notifications from the credit bureaus that Selene Finance reported my account late which was not correct. To add insult to injury, Selene Finance assessed me two fees of {$15.00} on XX/XX/20 which I presume were inspection fees. However, it appears they charged me twice to cancel out the monies ( {$20.00} ) to be credited to my principal balance. I sent them a letter last month inquiring why they are conducting inspections several times a month when I have consistently maintained contact with them on a regular basis throughout the past year. They indicated that it's done at the discretion of the service provider. This was odd since I thought Selene Finance is my service provider,  however they are quick to state that they are a debt collector. If that is the case, then why is the only correspondence I receive about my mortgage is on Selene Finance letterhead? It is becoming apparent that Selene Finance does not have the consumer 's best interest in mind. It appears they are subjecting customers like myself to questionable practices which are meant to keep them delinquent in being able to make mortgage payments which may allow them to seek refinancing through another lender. I admit that I pay my mortgage towards the end of the month due to my pay schedule which makes it late. However, I asked a Selene Finance Customer Service Rep if they could accept my payments on biweekly basis and they indicated that they could not. I have made a conscientious effort to improve my credit scores so I can obtain financing elsewhere but with Selene Finance submitting a false report of my account being late made my credit score drop at least 20-30 points. I have read similar complaints from other Selene Finance customers and I need to find out who do I need to contact regarding their business practices. Clearly they are not as transparent as they should be at the expense of their customers. Thank you for your assistance with this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation