Consumer complaint received 2022-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: CA

Complaint narrative:
After reviewing a monthly mortgage statement with a family friend who worked for XXXX XXXX  who does loans, He reviewed our monthly mortgage statement and said the payment amounts were incorrect. The totals didn't add up correctly. 

Not totaling up to what was owed versus what was paid and fees involved etc. 

So we did a 3-way call to our loan servicer XXXX XXXX Services and talked with the representative about the problem. 

She put us on hold did the math with her computer then came back onto the phone After about 10 minutes to tell us. 

She said, You guys are correct, the financial numbers do not add up correctly on our mortgage loan statements. 

Thus meaning that the payment amounts we had been sending in each month we're also incorrect. 

She said she would escalate the problem to an inquiry, with the upper level management at their company. 

unfortunately we found out 2 months later she never hit the button to submit the upper-level management inquiry. 

As we waited patiently for a resolution to what exact mortgage payment amount to send in each month, that was never to be answered by the company XXXX XXXX XXXX. 

She must have forgot or by accident never completed the process for whatever reasons we don't know. 

Instead we got a letter of default now asking for {$30000.00}. 

Telling us now we're in default of the loan, Instead of getting our regular monthly mortgage payment or a resolution letter from an inquiry telling us what to send in for a monthly mortgage payment amount corrected. 

Our phone call was trying to make a payment but first correct the situation with the XXXX XXXX XXXX representative who made the error and never submitted our inquiry as promised. 

Now She caused us to go into default because of an error she made. 

We found out all this information from another employee representative out of their Florida office 2 months later the same time of the default letter arriving asking for this {$30000.00} amount to get out of default or foreclosure processing She apologized to us on the phone, and submitted the inquiry to upper level management. 

Who did nothing about the situation, only telling us not to worry about it and apologized. 

After talking to many people in there ombudsman Department and loss mitigation Department with no one wanting to fix the problem and also no information of these phone calls was ever found for 4 months. 

I ordered copies of the phone calls, they told us we would have to get a subpoena in court to have those. 

So we ordered Witten Transmissions of the phone calls all recorded by them as every call, they mailed them to us instead.

When we receive the written transmissions of the two phone calls Which included the original call to the first representative making the error. 

Then the second representative who told us of this information of the error made by the first representative on the first call. 

Both calls recorded had been edited in their written transmissions. 

All the parts where we discuss incorrect amounts on the monthly mortgage statement with the employee were taken out of the written recordings writing completely. 

They were covering up the problems their employees caused us! 

They're on ombudsman department and loss mitigation Department would continue to tell us lies that we were discussing only a modification on these calls and said no talk of upper-level management enquiries where recorded. 

Luckily the employee who informed us of this information is our Witness and this issue has been reported to several legal investigative bureaus for investigation. 

I have consulted lawyers and about to open a major lawsuit against XXXX XXXX Servicing located in Utah and Florida locations. 

They refused to admit any of the wrong doing editing of phone calls editing of written Transmissions of the phone calls. 

We have proof to covering up of errors made by their employees. 

And not holding their company accountable for the actions and errors made by their staff and all or any employees in all departments. 

They rather watch you go into foreclosure and lose your property than admit to any errors made by any employee working at their company. 

This is of course is so they don't lose any of their client investors backing the loans. 

Since that time they have sent our loan to a different servicer company and sold the loan to a different investor. 

Now we seek more time to finish refinancing our property I am a XXXX XXXX XXXX lady in a wheelchair currently in the hospital going under medical procedures and need the time to finish and then sue the past servicer XXXX XXXX XXXX and the owner of the loan at that time.

Company response to consumer: Closed with explanation