Consumer complaint received 2026-03-12 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: NJ

Complaint narrative:
Dear Selene Customer Service, Loan Resolution Department, XXXX and XXXX, I am following up on my first email from last Thursday. I am attaching the last mortgage statement for your convenience. Please advise the reinstatement amount due, so that I can pay this ASAP. You systems has kept me on for now for 3 days, until you hang up on my and I cant get a response. Thank you! Loan # : Borrower : Property : Contact : Mobile : Email : From : XXXX Sent : Friday, XX/XX/year> XXXX XXXX : XXXX ; Customer Service Department XXXX ; XXXX ; XXXX ; XXXX ; XXXX : Qualified Written Request Formal Reinstatement Quote Request Loan # Selene Customer Service and Loan Resolution Department, Please treat this correspondence as a Qualified Written Request pursuant to the Real Estate Settlement Procedures Act ( RESPA ) regarding loan servicing, specifically requesting the reinstatement amount and payment instructions so the borrower can immediately cure the default. I am following up again regarding the reinstatement of the above referenced loan. For the past several days I have made repeated attempts to reach Selene by phone, holding for extended periods of time until the calls are ultimately disconnected. The call-back system offered by your phone system has also not worked. I sent the email below requesting the reinstatement amount and wiring instructions, yet I have still not received a response from anyone at Selene. This situation is very concerning and raises serious questions about whether the loan is being serviced appropriately. The borrower is actively attempting to cure the default and reinstate the loan immediately, yet the servicer has not provided the information necessary to accept payment. In addition, I have now received a notice from the City indicating that the most recent property taxes have not been paid. If the reinstatement balance is provided and paid promptly, this issue should be resolved immediately. Delays in providing the reinstatement amount only increase the risk of unnecessary penalties and complications that could otherwise be avoided. To be clear, I am ready and able to wire the reinstatement funds immediately upon receipt of the correct reinstatement amount and wiring instructions. Please provide the following without further delay : Current reinstatement amount Wiring instructions or other payment instructions Confirmation of the date through which the reinstatement quote is valid Loan # : Borrower : Property : Given the urgency of this matter and the borrowers clear effort to cure the default, I would appreciate a prompt response so this can be resolved immediately. From : <>Sent : Thursday, XX/XX/year> XXXXXXXX XXXX : XXXX XXXX : <>Subject : RE : Selene Loan # : Hi Selene Customer Service, I am emailing as I have been trying to reach someone for 3 days and holding for hours each day until eventually you cut me and hang up. Your call back service doesnt work. So, I am emailing you. I want to get the amount to reinstate my mortgage ASAP, as I can pay it now. I estimate about {$110000.00}, but need to get a reinstatement amount along with the wiring instructions to pay this bill ASAP. Selene Loan # : Borrower : EIN # : Address : Contact Person : Mobile # : Property Address : Please either email the restatement amount with wiring instructions or call my mobile number XXXX Thank you!

Company response to consumer: Closed with explanation