Consumer complaint received 2026-03-14 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: NJ

Complaint narrative:
The following complaint against Selene, XXXX. I am permanently XXXX because of my XXXX and XXXX conditions health ( EXHIBIT A details of decline ). The narrative and exhibits will illustrate Selene, XXXX non-compliant practices ; disregard for regulatory statutes ; consumer protection guidelines and XXXX XXXX mandates during XXXX and the aftermath. Due to my mental health, I received supplement funds through the XXXX stimulus programs and was permitted to participate in the XXXX Act Forbearance with the timeframe from XX/XX/XXXX to XX/XX/XXXX, which was paid in full. According to Selene, XXXX customer portal and on the conventional streamlined modification, the LP claims start date of XX/XX/XXXX. SUMMARY : XXXX Selene, XXXX is not directly guaranteed by HUD, but they are approved non-supervised mortgagee and servicer for a various XXXX ( FHA/VA ) and other government-backed-loans ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and must follow XXXX servicing guidelines XXXX facing audits and oversight for compliance, and past audits have noted issues with timely borrower communications. Reference material : directly from the HUD website : a ) Selene Finance, LP appears on the HUD lender list ( Title I and XXXX ) b ) Office of Inspector General ( XXXX ) audit reports report link Audit XXXX ( EXHIBIT XXXX ) XXXX. Prior to XXXX, While there were no disability-specific XXXX Act programs, the following options were available to XXXX borrowers with conventional loans serviced by entities like Selene Finance XXXX XXXX and XXXX : XXXX Act Forbearance ( Temporary ) : Borrowers could request a pause or reduction in payments for up to XXXX days, with options for extensions, often totaling up to XXXX months of relief. Post-Forbearance Loss Mitigation ( Long-Term ) : After the temporary forbearance, lenders were required to evaluate borrowers for long-term solutions, such as the " XXXX Recovery Modification ''. This aimed to make payments more affordable by adjusting interest rates, extending the loan term to XXXX or XXXX years, or deferring missed payments to the end of the loan. XXXX XXXX ( Selene Finance ) : Selene Finance, as a servicer, was required to comply with these federal guidelines. They offer standard loss mitigation options including loan modifications and, in some cases, " above and beyond '' treatment for hard-to-cure default circumstances. Reference material from XXXX Department XXXX Housing and Urban Development ( HUD ) XX/XX/XXXX Loss Mitigation Department Notice of Determination Action EXHIBIT XXXX I contacted the Loan Resolution/ Loss Mitigation Department for assistance. Streamline Modification document was received from Selene, XXXX acknowledging my request for assistance. Selene evaluated, along with our determination of my eligibility offer a conventional streamline modification. The offer expired on XX/XX/XXXX. The offer detailed my right to appeal ; however, caused if the appeal was not submitted with the update ( appropriated ) documentation, you may no longer be eligible for the offered Loss Mitigation option. Also, your appeal results could be a denial. No other details were documented such as capitalizing the interest in arrears ; payment amount, applicable fees, change in rate or extension in maturity date. XX/XX/XXXX The XXXX XXXX ( package ) ( EXHIBIT XXXX ) The package executed on XX/XX/XXXX. All the documents were signed in front of a notary. Disclosed were : Modified first payment date increased by {$440.00}. New total monthly payment prior payment of {$2200.00} increased to {$2600.00} Fixed Rate Maturity Date amended maturity date to XX/XX/XXXX NOT disclosed were the amounts in arrears ( interest and or escrow ) of {$30000.00}. EXHIBIT XXXX and EXHIBIT XXXX support the HUD audit findings, Selene Finance, as servicer, was required to comply with these federal guidelines. The Conventional Streamline Modification Modification Package was drafted on A Loan Modification Agreement single family XXXX XXXX Uniform Instrument form ( footnoted on pages XXXX through XXXX of the packages On XX/XX/XXXX, New Jersey Emergency Residential Mortgage Assistance ( XXXX ) approved a 0 % mortgage of {$47000.00}. The reinstatement amount of {$36000.00} to stop foreclosure procedures was sent directly to Selene with monthly installments of {$2600.00} sent directly XXXX XXXX starting XX/XX/XXXX, through XX/XX/XXXX ( EXHIBIT XXXX ). According to the process set by XXXX and accepted by Selene, XXXX, the lump sum to stay the foreclosure as well as the subsequent payments - XXXX ( XXXX ) months in total would go directly to XXXX XXXX. XXXX - XXXX XXXX Department XXXX XXXX Processing Dept I immediately contacted customer service and notified the department of the approval of the XXXX funds. The email was responded to addressing the stay of foreclosure and the subsequent payments. The internal process lists the XXXX ( XXXX ) months payments as late. ( EXHIBIT XXXX ) XX/XX/XXXX FILED COMPLAINT WITH THE XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) The first XXXX XXXX XXXX XXXX completed her assessment and sent to Selene XXXX, XXXX. The response was from XXXX XXXX, XXXX XXXX for Selene Finance, XXXX. XXXX XXXX addressed the concern with the handling of the streamline modification ; cited the funds granted by the XXXX program ; referencing the debt-to-to-income ( a position I was placed in because of the streamline modification ) was outside any of XXXX lending parameters and the only resolution / eligible for a short sale or deed-in-lieu XXXX XXXX closed the correspondence by stating ( EXBIHIT XXXX, XXXX. XXXX ) Selene maintains that it has serviced the Account in accordance with the investor guidelines and all applicable laws and regulations. In XXXX and after, the modification regulations, compliance and law governed the conventional mortgage. Due to staffing changes in the XXXX, my complaint was assigned to XXXX XXXX XXXX. XXXX XXXX findings addressed additional internal miscommunications between the internal departments of XXXX. HOMEOWNERS INSURANCE ( EXHIBIT XXXX ) XXXX ) On XX/XX/XXXX the insurance XXXX XXXX notified both Selene and myself the homeowners insurance was going to be cancelled on XX/XX/XXXX. I immediately contacted XXXX XXXX on XX/XX/XXXX and was able to acquire another policy. The escrow department sent the premium to the incorrect address ; the check was returned to XXXX XXXX. XXXX ) On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX XXXX sent letters regarding insufficient homeowners insurance and would need to force place coverage at a much higher rate. XXXX ) Fortunately, on XX/XX/XXXX, Selene sent to the correct address the total amount of insurance due XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and ACCOUNT STATUS : From XX/XX/XXXX. XXXX to XX/XX/XXXX, I made attempts to pay the mortgage current. The first representative ( XXXX ) spoken to was not not authorized to deduct over the phone the payment ( XXXX ) needed to satisfy the payments. XXXX XXXX XXXX in the amount of {$2700.00} and XXXX XXXX XXXXXXXX in the amount of {$2700.00} were sent to the address given which was the incorrect XXXX XXXX. ( EXHIBIT XXXX ) When neither check cleared called the Loan Resolution center and spoke with the second representative ( XXXX XXXX who advised to put a stop payment on both checks, which I did. Eventually CXXXX XXXX XXXXXXXX ( stop payment in place ) was received by XXXX. XXXX attempted to process ; however, since there was a stop payment on place, XXXX XXXX rejected the processing due to suspicious activity and NOT insufficient funds as stated in the correspondence from XXXX ( EXHIBIT XXXX ) signed by XXXX XXXX, Vice President, Legal The second representative was authorized to deduct the total due of {$5500.00} on XX/XX/XXXX. During all the payment processing missteps by XXXX XXXX XXXX XXXX, the NOTICE OF INTENT TO FORECLOSURE was sent certified mail. No other communication as to the stay of the INTENT has been received. ( EXHIBIT XXXX ) On XX/XX/XXXX, the New Jersey Department XXXX Banking and XXXX XXXX sent the summary findings of the predatory lending complaint filed against XXXX XXXX EXHIBIT XXXX ) Detailed in the summary findings were the Federal Departments to contact for help : Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX XXXX XXXX at MY REQUEST EXHIBIT XXXX The payoff letter was at my request to see the breakdown of principal ; interest ; etc. XXXX ( XXXX ) line items standout and have not been able to get any answers as to their origins from the Loan Resolution XXXX Corporate Advances in the amount of {$2000.00} Unpaid NSF fees : {$60.00} Recording Fee : {$45.00} In summary, post XXXX the guidelines set by the CFPB did XXXX to Selene Finance, XXXX. XXXX ( XXXX ) attorneys for Selene Finance, XXXX both of whom corresponded with the New Jersey XXXX XXXX Banking and XXXX XXXX, firmly stated Selene maintains that it has serviced the Account in accordance with the investor guidelines and all applicable laws and regulations. My home, XXXX XXXX XXXX, XXXX XXXX XXXX, NJ, demographically, to the investors. XXXX XX/XX/XXXX purchased my home for {$240000.00}. XX/XX/XXXX an estimate value of {$730000.00} profit gained would be {$450000.00} o Payoff statement : {$270000.00} ( EXHIBIT XXXX ) I am already XXXX days delinquent, mortgage company not really offering options -mortgage company advised the only XXXX options are foreclosure or a deed-in-lieu of foreclosure is an arrangement where you voluntarily turn over ownership of your home to the lender to avoid the foreclosure process. My point of contact never reaches out to me. Emails not reachable. Nobody has information for me, Selene is a very uncooperative abusive company to work with.

Company response to consumer: Closed with explanation