Consumer complaint received 2025-03-13 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: NY

Complaint narrative:
I have been requesting a partial pay off letter from Selene Finance since XX/XX/XXXX. I have called and sent several emails requesting a pay off for 1 out of the 3 properties under my commercial loan. Each time, after waiting weeks for the letter, Selene continues to send me an overall pay off for the entire loan instead of the 1 property that is scheduled to close as soon as I get this pay off letter. 

On XX/XX/XXXX, I reached out once again and spoke to XXXX who suggested he has requested and escalated the correct pay off letter and I should receive in 3-5 business days. I called again on XX/XX/XXXX and spoke to an unknown gentleman who suggested I would have the letter by end of day XX/XX/XXXX. 

I called again on XX/XX/XXXX and spoke to XXXX who emailed me the wrong pay off letter and hung up the phone on me. I immediately called back and spoke to XXXX who advised XXXX 's requests from XX/XX/XXXX was no where in their system. She said she has now submitted a new request for the appropriate pay off letter to be received the next day and transferred me to her supervisor, XXXX XXXX, whom I have dealt with in the past for another separate issue with Selene Finance and was poorly handled by XXXX. This time around, XXXX advised I will receive the correct pay off letter from him within 90 minutes as a supervisor can acquire this letter much faster. By end of day on XX/XX/XXXX I had not received a call or email from XXXX. I emailed him twice, 1 hour apart from each email, and received no reply so I had to wait once again until the next business day. 

I called back XX/XX/XXXX and spoke to XXXX and was told that XXXX XXXX was not in the office this day so I had to resolve the matter with XXXX. XXXX, who is NOT a supervisor showed more interest and compassion for Selene Finance 's inadequacy and inefficiency and did everything she could to get matters resolved. Even advised that 1 of 2 available supervisors would be calling me back. However, they never did. 

At around XXXX on XX/XX/XXXX, I received an email with what seemed to be the right payoff letter. However, I noticed that the numbers were incorrect. XXXX tried to assist as best she could when she called me back but by this time everyone was gone for the day and she was unable to get someone on the line for me. 

Here I am XX/XX/XXXX, on hold for over an hour because no one is answering the phone. The one person who answered the phone, XXXX, took my name and placed me on hold immediately without verifying my account. This tells me they have my phone number saved for when I call them. After being on hold for an additional 15 minutes, the call dropped and I am now on hold once again. 

XXXX XXXX has yet to return any of my 4 emails in the past 3 days, and no other supervisor has called me to resolve the issue. 

I have been requesting the right payoff since XX/XX/XXXX and today, XX/XX/XXXX is the date where I have yet to receive the correct payoff letter delaying he closing of a property. As a result of this delay, I am paying interests to Selene Finance for their delay in getting this matter resolved. 

I do not know what else to do since no customer service agent or supervisor in this frustrating company has been equipped with the right knowledge to get me this payoff letter. What else can I do??

Company response to consumer: Closed with explanation