Consumer complaint received 2025-12-29 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: MD

Complaint narrative:
Summary : Chronic problems when attempting to pay mortgage with Selene Finance. Initial payment issue stemmed back to XX/XX/XXXX. Current issue has been ongoing for months ( from XXXX to XXXX ), despite multiple attempts via phone, email, and online payment app to resolve the issue. 

Details : Selene refused to allow payment to be made via phone and online payment system, then applied the default interest rate to the payments that they had refused for months. This doubled the amount of the monthly payment due ( from ~ {$2100.00} to {$4500.00} per month ) and made it so that the current amount that would need to be paid at once is now {$18000.00} to bring the loan current. 

XX/XX/XXXX XXXX email XXXX that : I'm having issues making payments through the phone system. That the call keeps going to a message about the department being closed. Unable to reach a live person to discuss the issue or make payment over the phone. When I enter the loan information to be connected to a person the line disconnects. 

When I try to access the payment portal online I enter the loan information and the system can't find my loan. 

XX/XX/XXXX XXXX reply from customer service is illegible in normal email system. It's an image that has to be opened in a second window to even be read. When opened in a separate window the image says that they were unable to find the loan number or property addressed reference in my email. There are no follow-up questions ( like for more information on the loan ) and no information on next steps or how to resolve the issue. It states only, " we are unable to assist you with your inquiry '' XX/XX/XXXX XXXX Emailed customer service again. Reply : " mailbox full '' XX/XX/XXXX XXXX Emailed customer service again. Reply : " mailbox full '' XX/XX/XXXX XXXX Emailed customer service again. No reply XX/XX/XXXX XXXX Emailed customer service again. No reply XX/XX/XXXX XXXX Emailed " third party authorization '' form to Selene XXXX Reply included " Your request will be routed to the appropriate department for handling '' but no further replies, information, or options for resolution were sent. 

Before and after each of the above emails there were multiple phone attempts to make payment and to find a permanent resolution to the difficulty in making payments. Selene refused to allow payment to be made each time, despite the third party authorization form being submitted, and the same individual from the XXXX calling to make payments from the very first payment that was made on the loan. 

During one phone call in XX/XX/XXXX, both members of our business/LLC were on the phone with Selene ( both individuals in the same room, one phone call ) to try and resolve the issue. Selene would not accept payment over the phone because one individual had to look up the XXXX number and loan information, rather than knowing it off the top of her head. Selene accused her of pretending to be the person on the loan ( Why would someone call to pay someone else 's loan? Also, we had the information, it just took a few seconds to look it up. ). 

The only conclusion I can draw from the above is that Selene Finance was purposely refusing payment in order to charge the " default interest rate '' and dramatically increase their profits. 

Once the default interest rate had kicked in Selene was suddenly able to find the previously-submitted documents. They told us that we could have the loan caught up, but would have to pay the full amount at the default interest rate, all at once. This total, as mentioned above, was {$18000.00}. This is after trying to pay the normal monthly amount of ~ {$2200.00} multiple times every month, since late XXXX. 

We were given the email XXXX to communicate about having the above reviewed. This review might allow us to delay the default interest to the end of the loan, meaning we could pay closer {$8800.00} now, but would have to pay the default interest at the end of the loan. 

XX/XX/XXXX XXXX Emailed XXXX out XXXX information and a copy of the lease agreement for the property. No reply to this email. 

XX/XX/XXXX XXXX Emailed XXXX to follow-up on the above and were told the review could take XXXX weeks As of XX/XX/XXXX we have received no further communication about the above. 

The default interest rate should never have gone into effect. Selene should have allowed us to make monthly payments when we tried, multiple times every month since late XXXX. 

I am concerned that we will be found in default on the loan, despite our timely attempts to pay, and potentially lose the house and/or have our credit severely damaged.

Company response to consumer: Closed with explanation