Consumer complaint received 2025-06-21 00:00:00
Product: Mortgage — Conventional home 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: LA

Complaint narrative:
I am filing this complaint against Selene Finance LP for serious and ongoing mortgage servicing violations that have harmed my ability to maintain my home and comply with a trial loan modification agreement. 

In XX/XX/year>, I entered into a trial modification agreement with Selene, requiring trial monthly payments. I submitted my XX/XX/year> payment electronically through their portal and received confirmation. However, Selene later claimed the payment was returned as NSF ( non-sufficient funds ), despite my bank confirming in writing that ( 1 ) no payment draft attempt was made, ( 2 ) sufficient funds were available, and ( 3 ) no rejection or return occurred. I was forced to purchase a cashiers check and send it by certified mail at my own expense to correct a servicing error I did not cause. 

I sent Selene a Notice of Error in XX/XX/year> under RESPA ( 12 CFR 1024.35 ) requesting correction of this issue, confirmation that my account was in good standing, and reinstatement of electronic payment access. As of today, Selene has not provided a written response. 

In XX/XX/year>, I attempted to submit my next trial payment online, but Selenes portal again prevented payment access. On XX/XX/year> XXXX days before the contractual due date of XX/XX/XXXX, Selene issued a Notice of Default and canceled my trial modification, claiming I missed the XXXX payment. This was false, as I was actively trying to pay and was blocked by Selenes own system.

To comply, I was again forced to travel, obtain a cashiers check, and mail the payment under duress, even though I had the funds and intended to pay electronically. 

Additionally, I reviewed my recent monthly statements and discovered that Selene is adding unexplained Postage Charges to my mortgage balance. I never authorized these fees, and they appear to be related to Selenes own routine communications. This may constitute an unfair or deceptive practice and a violation of servicing guidelines.

At this point, Selene has : Mishandled payments I submitted in good faith ; Created unnecessary barriers to payment during an active trial plan ; Issued a premature default letter and canceled my trial modification without justification ; Failed to respond to a formal Notice of Error under RESPA ; Added improper or unauthorized fees to my mortgage balance. 

I am requesting that the CFPB investigate this matter and require S

elene to : 1. Reinstate my trial modification in full, 2.Remove any negative marks, late fees, or default actions triggered by their errors, 3.Restore online payment access, 4.Reverse all unjustified postage or administrative charges, and 5.Provide a written response addressing each issue raised in this complaint.

Supporting documents ( including my Notice of Error, proof of funds, bank statements, screenshots, and certified mail receipts ) are available upon request.

Company response to consumer: Closed with explanation