Consumer complaint received 2026-05-19 00:00:00
Product: Mortgage — USDA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Selene Holdings LLC
State: MA

Complaint narrative:
My loan was recently transferred, and because Selene Finance system was not fully onboarded or ready to accept my payment within the first XXXX days, I need to process a formal payment deferral for this first month. I am invoking my XXXX RESPA transfer protections, and I need this missed payment pushed to the end of my loan term, so my account remains current. I called Selene Finance LP around XXXX XXXX AS it is a transferred effective date to double checked with everything between XXXX XXXX XXXX At that time, they said their system couldn't located my account in the system and the XXXX agent lady from XXXX told me that " I have XXXX protection from transferring process. No worries and my first payment due on XX/XX/XXXX. She never mentioned that I will owe two months. '' Then, I received the statement that states I owed two months, so I managed to call the XXXX agent around XXXX before I made my XXXX payment per the XXXX agent. The XXXX agent told me that I can find my best to pay between XX/XX/XXXX to XXXX to bring it down and see what they can do as I have time until the end of XXXX for their mistake system. This past Friday, I tried to manage to pay " Partial payment just for hundreds of dollars per her recommendation. However, the system didn't let me make a partial payment. Per the portal, they told me to call, and it was around XXXX on Friday night so no one worked at that time. Then, I called today and having my wife talked to them after I spoke clearly with the XXXX agent who told me the XXXX agent gave me the wrong information. The agent stated that we only had until XX/XX/XXXX to make a partial payment as well & the other agent never mentioned a deadline on a partial payment as we could not do so online either. XXXX Different agents had XXXX different answers & the last one wanted us to do forbearance to do a payment deferral. Also, they are trying to charge an extra {$250.00} per month for Corporate Legal fees of which the XXXX agent told me that I do not have to pay this & gave me the email to send in requesting they take this off of my loan statement. I sent over the request & have heard back from no one & the agent I spoke with today acknowledged that they received my email & no one responded still. On XX/XX/year> I requested a Mortgage Statement Removal of the Corporate Legal fees of which I have not received a response. After I have been doing my research and my instinct feeling from the way XXXX agents, the lady from XXXX ( XXXX ) XXXX XXXX XXXX ) and XXXX XXXX XXXX ) trying to making me wait to make a payment around the end of XXXX, the end of XXXX until my XXXX was running out on XX/XX/XXXX which no one has mentioned even XXXX told me to try to make a payment for the XXXX payment between XXXX month and trying to make a partial payment and the system never allowed or existed in their system. XXXX agent, XXXX has talked to my wife, and I was listening to their conversation which my wife has recorded and already told her she was on our recording line. It looks like they are trying to do bait and switch techniques for my primary home. All I want is to move this XXXXne payment to the end of Mortgage term as it calls " Payment Deferral '' to avoid any damage on credit bureau or any payment history. * * XXXX told us we can't reach to her supervisor or the bank directly. The only way to contact is to miss XXXX payments and I will be qualified for a payment deferral which I was in shock, and I heard my wife reminded her it looks like she recommended us to be in the foreclosure situation for the delinquency. The bank will contact us via email, and I have never received any email back since XX/XX/year>.

Company response to consumer: Closed with explanation