Consumer complaint received 2024-09-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Selene Holdings LLC
State: LA

Complaint narrative:
My original Lender sold my mortgage loan to Selene Finance a few weeks ago ( XX/XX/XXXX ). Since then, I have tried getting all the basic information including my statements, loan number, standard deferral, and how many days my loan is behind. I have been told different things by different representatives each time I get on the phone. First I was told that I would receive a call back from a supervisor in order to do the standard deferral because the initial representative sent me a contract to sign for a loan modification. She persistently told me to just sign the loan modification contract and she can just put a note in saying I want a deferral. I refused to consent to a modification, then she said a supervisor will call me back within 48 hours regarding my request. No call and I called them. I waited on hold for 45 min until I got a representative. I asked the representative what my loan number is because I don't have anything from your company, and she hung up on me. I called back again waited on hold again. I asked to speak to a supervisor, and she said the supervisor is at lunch and she can call back within 48 hours. Then I told her I have waited nearly a week and no one has called! Then the rep told me the " Supervisor '' said to send in an email and just request a deferral with the customer service email. She said I do not have to sign the loan modification contract. I sent in the email. This was the XXXX od XXXX. I called the next day and they said they never received the email. Then she said she can not check the email I asked again for the loan number and she finally gave it to me. She said She cant check the email if it doesn't have my loan number in it. I forward the email this time with the loan number twice. This was the XXXX. Another rep called me and said the same thing that I would need to request the deferral via the customer service email. It is now the XXXX Monday, and i called in and the rep said that they do not do deferrals only loan modifications. I asked her if she received any of my emails, she said she and there was a response that said they don't do deferrals.. I explained that I never recieved a response. I checked my junk mail, and inbox and never received an email. She proceeded to read a blanket email that was not a response to my specific request. I was on the phone with this rep for over an hour, being put on hold for half of that time if not more. She told me the supervisors were wrong and that they don't do deferrals. I asked how many days am I until foreclosure and she avoided the question every time. I asked can I at least make one months payment to bring my default days down and she said I would have to make two payments. I pleaded with her to reconsider and she said she can overide the two payment requirement if I tell her a date I can make a second payment. I told her the date of XX/XX/XXXX, and she put me on hold for about 15 min to speak with her " Supervisor ''. She came back on and said she will call me back today. It is now end of day and no call back whatsoever. Nothing. Meanwhile I am unaware of how many days I am late. i have no online account to pay. I have mixed instructions and I am at high risk of loosing my home!!! I NEED A DEFERRAL ASAP!!! SO I AND MY XXXX CHILDREN ARE NOT HOMELESS!! SELENE HAS A REPUTATION OF BUYING BAD LOANS TO TAKE PEOPLES PROPERTY!!! AND I REFUSE TO BE BULLIED BY THIS INHUMANE CRIMINAL ACTIVITY!!!

Company response to consumer: Closed with explanation