Consumer complaint received 2025-05-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Selene Holdings LLC
State: FL

Complaint narrative:
RE : ONGOING ESCROW ACCOUNT ERROR - It is important to note that I have never been late, not once. 
The Company XXXX or its predecessor has added {$11000.00}. to my account and they claim it is labeled attorneys fees of approximately {$4500.00} ( no one can explain why ), and the difference is forced place insurance ( I pay my own taxes and insurance, and I have offered to pay any cost of any insurance that was paid on my behalf if I can see a policy they are referring to. 

I am writing regarding the ongoing issue with my mortgage account referenced above. Despite multiple communications and corrections, your company continues to erroneously add an escrow component to my mortgage payment, which directly contradicts the terms of my mortgage agreement. This letter serves as a formal demand to permanently remove the escrow account from my mortgage and to address the damages caused by this recurring error. Last month I was charged a late fee because your system would not accept the correct payment amount. This should be credited immediately.

Facts of the Situation : My mortgage agreement explicitly states that I am responsible for paying property taxes and insurance directly, without an escrow requirement. 

In XX/XX/year>, I was unable to make my payment on the scheduled date because your payment system incorrectly included an escrow amount, forcing me to pay an inaccurate, inflated amount. 
After numerous phone calls and emails spanning over two months, the escrow was finally removed, allowing me to make my payment on the XXXX day of the month. 
This delay, caused entirely by XXXX  XXXX  's error, resulted in a late fee being applied to my account. 

On XX/XX/year>, I made my mortgage payment on time, only to discover today that the escrow component has been incorrectly added back to my account for the upcoming XXXX payment. 
I have already paid my 2025 insurance independently and continue to pay my property taxes directly, as required by my mortgage agreement. 
Request for Immediate Action : I hereby request that XXXX XXXX take the following actions within 10 business days of receipt of this letter : Permanently remove the escrow component from my mortgage account, with written confirmation that this change is permanent. 

Refund the late fee charged in XX/XX/year>, as the delay in payment was caused by your company 's error. 

Provide written confirmation that my current account status is in good standing with no reported delinquencies to credit reporting agencies. 
Implement preventative measures to ensure this issue does not recur. 

Legal and Regulatory Implications : Please be advised that the repeated failure to honor the terms of my mortgage agreement may constitute : Breach of contract Violation of the Real Estate Settlement Procedures Act ( RESPA ) Unfair or deceptive practices under consumer protection laws Potential violations of the Fair Credit Reporting Act if delinquencies are improperly reported While I sincerely wish to resolve this matter amicably, I must emphasize that forcing a borrower into technical default by preventing payment under the agreed terms has serious legal implications. The significant time I have already spent attempting to resolve this issue ( multiple hours on phone calls and writing emails ) represents tangible damages, as does the unwarranted stress and potential impact on my credit standing. 

I value our business relationship and simply wish to fulfill my contractual obligations by paying the correct mortgage amount on time each month. Unfortunately, your company 's actions are making this impossible. 

If this matter is not resolved within the timeframe specified above, I will have no choice but to escalate this issue by filing complaints with the appropriate regulatory agencies, including the Consumer Financial Protection Bureau and state banking regulators, and to consider other legal remedies available to me. 

I look forward to your prompt attention to this matter and a permanent resolution.

Company response to consumer: Closed with explanation