Consumer complaint received 2025-08-04 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: ME

Complaint narrative:
I was laid off in XXXX of 2024. I did not find a job until XXXX of 2024. The last 3 months I got behind on my mortgage. My previous company, XXXX, told me to apply for assistance. After doing so they said I didn't qualify. They then sold my mortgage to Slene Financing. Selene allowed me to make payments via certified check from my bank to catch up. In XXXX I had XXXX payments worth to send them, but I am only allowed to send XXXX full payment at a time. There was a discrepancy with my escrow account, so my monthly payment went up. However, I didnt know this because they keep sending my mail to my ex-husband, who has no claim to the house and he is only interested in me losing the house so he can take full custody of our children. Either way, I always over paid my monthly amount, but the XXXX check was {$17.00} less than my new amount. Rather than contact me to correct this, Selene returned my payment without notice. Between sending and receiving the returned check, it took XXXX weeks which was close to the first of XXXX. I called and verified what was happening, they told me about the {$17.00} discrepancy and I corrected the amount and sent the payment. Again they returned the payment. I was told to send a XXXX, which when I attempted to do so, XXXX interceded and said they thought it was fraud, even though my mortgage company has a payment code that was verified. I spent another day on the phone fighting with them until they suggested a wire transfer, which again they didnt accept. Throughout this entire process, it took multiple phone calls and individuals to tell me that they couldn't take the payment because I was rounding up the dollar amount, for my own peace of mind. Once this was finally told to me I was able to make a payment via wire transfer. Selene kept XXXX records of the checks they returned and for what reason and told me their records showed I never sent them anything. I then applied for assistance because at this point they said I was still safe and not in pre-forclosure. I filed and kept receiving notifications that I needed to send in a copy of my divorce judgement, which I had sent. They asked me to upload it again, however on their website when you click 'upload document ' and attach a file a window pops up that says 'the system is not accepting downloads at this time '. I called again and they said they had the divorce judgement, no worries. I then received a letter stating they could not process my request for assistance until I sent in the divorce judgement and I had until XX/XX/XXXX to do so. I called again and they said a page was missing from the judgement. I told them this was not possible because it was a complete file I received from my attorney and I've used it for over a year for every other legal requirement. Ive read it hundreds of times and there was no missing document. They then said it was missing the court seal, and they needed the copy from the court. Since I had been sent this copy from my lawyer, and had used in multiple times for other legal issues, this was the first I had heard of it. I was told this on the Friday evening before the XXXX, and only had next Friday off, the XXXX. I went to the court, got the copy they requested, scanned and emailed it while still at the courthouse. They are refusing to review my application, and the individual in charge of my account is never available to speak and will not actually assist in this process. It is my belief that Selen Financing is intentionally hindering me from making mortgage payments in order to foreclose on my house. Every time I get someone new on the phone, there is a new goal to be met, new information they require that has not been stated in previous phone calls. Each time I call, there is something new I didnt do correctly, or in time, in order to pay my mortgage and stop this process.

Company response to consumer: Closed with explanation