Consumer complaint received 2025-01-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Selene Holdings LLC
State: VA

Complaint narrative:
I was disappointed with how Selene Mortgage handled my situation. I expected more empathy and support during a time when I needed it most. Today we are having to file a XXXX XXXX to save our home after being in it for 29 years. They are truly a " vulture '' mortgage company that preys on families in hard times & should be reprimanded for operating this way! What they do in situations like this is truly disgusting. We even provided so much hardship proof available with both cancers and the death in the family. 
From the beginning, I found their customer service lacking. When I reached out to discuss my financial difficulties and the possibility of a loan modification after they denied a previous accepted modification with XXXX XXXX we had made after Selene took over them a week later, the representatives seemed unhelpful and often provided conflicting information. I felt like I was navigating a maze without clear guidance. 

**Loan Modification Process : ** We had our mortgage with XXXX XXXX who had worked out a modification package with us when we were going through very hard times with illness and death in our family. My mother was XXXX XXXX  XXXX and our son was XXXX XXXX as well all while losing my husbands mother. After our modification was approved by XXXX to help us through this hard time Selene bought our XXXX mortgage a WEEK later and would not honor the hardship package that was approved by XXXX. They made us resubmit all the required documentation again THREE more times for a loan modification, hoping to find a solution that would allow me to keep my home. However, my request was finally denied and our home was tuned over to foreclosure right before the h holidays without ever a clear explanation after XXXX had approved help for us. I was left feeling confused and unsupported, especially given the circumstances my family was facing. 

**Communication Issues : ** Throughout the process, communication was poor. I often had to follow up multiple times to get updates, and when I did receive responses, they were vague and unhelpful. This lack of transparency added to my stress during an already difficult time. They led me to believe after the 3 modification packages we filled out they would work out a plan for us but never did dragging this whole thing out for 10 months.

**Overall Experience : ** I was disappointed with how Selene Mortgage handled my situation. I expected more empathy and support during a time when I needed it most. Today we are having to file a XXXX XXXX to save our home after being in it for 29 years. They are truly a " vulture '' mortgage company that preys on families in hard times & should be reprimanded for operating this way! What they do in situations like this is truly disgusting. We even provided so much hardship proof available with both cancers and the death in the family. 

I would caution others who may be in a similar situation to be prepared for potential challenges in dealing with this company. 

We are reporting this mortgage company on many platforms in hopes that no other family has to go through what we've endured this past year.

Company response to consumer: Closed with explanation