Consumer complaint received 2026-03-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Selene Holdings LLC
State: CA

Complaint narrative:
Subject : Urgent Complaint Mortgage Servicer Mishandling Borrower Assistance Application and Imminent Foreclosure To Whom It May Concern, I am submitting this complaint to request urgent assistance regarding the handling of my mortgage account by my current mortgage servicer. My wife and I have been attempting in good faith to apply for the servicers Borrower Assistance Program after falling behind on several payments due to financial hardship. Our goal has always been to resolve the delinquency and pursue a loan modification or other available option so we can remain in our home. The servicer required us to complete a Borrower Assistance application packet that included supporting documentation such as pay stubs, bank statements, and court documentation related to child support income received by my wife. We completed the packet and submitted all requested documents. Since that time, we have experienced repeated issues with the servicer claiming that documents were missing or never received. Each time we contact them, we are told that different items are missingeven though we have already submitted them. These items have included : Pay stubs Bank statements Court order documentation for child support income Other financial documents requested in the assistance packet Because of these repeated claims that documents were missing, we have been forced to reapply for the Borrower Assistance Program multiple times. To date, we have submitted the complete application packet approximately three to four times. Each time we were told the application was incomplete and asked to resubmit documents again. Despite our continued efforts and full cooperation, we recently received a letter stating that our home has been scheduled for foreclosure sale. This came as a complete shock because we have been actively working with the servicer and repeatedly submitting the required documentation. Most recently, I contacted the servicer again and was told that the packet is still incomplete because they claim they have not received my wifes pay stubs and bank statementseven though they confirmed that they have received my documents and we have already submitted my wifes documents multiple times. We have maintained copies of all documents submitted and have proof that we have continuously attempted to provide a complete application package. At this point, we are extremely concerned that our application is not being properly reviewed and that we may lose our home despite our good faith efforts to comply with all requirements of the Borrower Assistance Program. I respectfully request that the CFPB investigate this matter and require the mortgage servicer to : 1. Confirm receipt of our complete Borrower Assistance application and supporting documentation. 2. Conduct a proper and fair review of our application for loan modification or other foreclosure prevention options. 3. Immediately pause any foreclosure activity while our complete application is under review. 4. Provide a clear list of any legitimately missing documentation, if any exists. We are not refusing to cooperate. On the contrary, we have made every effort to comply with the servicers requests and resolve the situation. However, the repeated claims of missing documentation and the initiation of foreclosure proceedings while our application is pending has created an extremely distressing and unfair situation for our family. We are simply asking for a fair opportunity to have our complete application reviewed so we can pursue a solution that allows us to keep our home. Thank you for your time and assistance in resolving this matter. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX ca XXXX [ Loan Number XXXX / Selene XXXX

Company response to consumer: Closed with explanation