Consumer complaint received 2026-05-13 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: FL

Complaint narrative:
I am submitting this complaint regarding Selene Finance LPs handling of my previously approved loan modification and the subsequent issuance of a loss mitigation denial and Notice of Default despite my documented good-faith efforts to obtain clarification prior to the modification deadline. I previously filed a CFPB complaint after Selene failed to provide a breakdown or explanation of the proposed modification calculations despite multiple phone calls and written requests for clarification before the execution deadline. On XX/XX/year>, Selene finally provided a substantive response through the CFPB process, including a breakdown of the modification figures, escrow advances, suspense balance credits, and deferred balances. However, this information was not provided until after the modification had already been terminated. Selenes response states that the modification was terminated because the agreement was not signed and returned by XX/XX/year>, and the file was coded as borrower refused modification terms offered. I respectfully dispute this characterization. At no point did I refuse the modification. Prior to the deadline, I made repeated documented attempts by phone and in writing to obtain clarification regarding : Modification calculations Escrow advances and escrow reconciliation Deferred balances Suspense balance credits Inconsistencies between escrow analyses and transaction history Despite these repeated requests, no substantive explanation was provided until after the modification expired. The timeline of my efforts includes : XX/XX/year> 43-minute phone call requesting supervisor escalation and clarification XX/XX/year> 31-minute phone call disconnected while requesting escalation XX/XX/year> 52-minute phone call during which I was advised a supervisor and underwriter would respond within 2448 hours Written QWR/RFI correspondence submitted requesting clarification of the modification calculations and escrow accounting Follow-up written correspondence submitted after no response was received I successfully completed the required three-month trial modification plan and remained actively engaged throughout the process. My inability to execute the final agreement prior to expiration was directly related to Selenes failure to timely provide requested clarification regarding the financial terms. Following Selenes XX/XX/year> response, I submitted an additional written request asking that the modification be reinstated or reissued under the previously approved terms. As of the date of this complaint, I have not received any response to that request. Additionally, Selene issued both a loss mitigation denial letter and a Notice of Default dated XX/XX/year>. However, these notices were not received until XX/XX/year> via regular mail and were not uploaded or visible within the Selene online portal prior to receipt, despite my account being enrolled in electronic/digital communications. This delayed my awareness of the status change and limited my ability to respond promptly. The XX/XX/year> notices included : A loss mitigation denial letter citing borrower refused modification terms offered A Notice of Default / acceleration-related notice demanding payment of {$54000.00} by XX/XX/year> I remain willing to proceed cooperatively and in good faith toward resolution of this matter. I am requesting that Selene Finance : Reconsider the characterization that the modification was refused Reinstate or reissue the previously approved modification terms Confirm that foreclosure activity will not proceed while this matter remains under review Continue working toward a reasonable loss mitigation resolution rather than requiring a complete restart of the process I believe reinstatement or reissuance of the previously approved modification would be a fair and appropriate resolution given my successful completion of the trial modification plan and my documented attempts to obtain clarification prior to the execution deadline.

Company response to consumer: Closed with explanation