Consumer complaint received 2025-08-27 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: ID

Complaint narrative:
I am filing this complaint against Selene Finance LP, which services my mortgage loan. Selene has consistently refused to provide me with investor contact or lawful escalation procedures to address the terms of my loan. Instead, they direct all borrowers into hardship programs, even when hardship is not the issue. They operate with no apparent presence or licensing in Idaho, functioning instead as a collections-style call center with no decision-making authority or borrower representation in the state.

This conduct not only obstructs borrower rights but may constitute violations of federal servicing law ( RESPA ) and Idaho state law. Below is a detailed account of my interactions with Selene to date. 

XX/XX/2025 Initial Request I contacted Selene Finance LP to request a 2 % interest rate reduction and forgiveness of two upcoming payments ( XXXX & XX/XX/2025 ). I made it clear this was not a hardship request, but a standard, good-faith negotiation based on market rates. 

Selene never acknowledged or addressed these requests directly.

Instead, they ignored my clear statements and simply sent me hardship paperwork and outstanding billing letters, as though no negotiation request had ever been made. 

They confirmed my loan is investor-owned by XXXX and that they, as the servicer, had no authority to make changes, yet they provided no pathway to escalate my request to the investor. 

XX/XX/2025 Written Response from Selene Selene issued a written response to me, stating they could not modify the loan unless I submitted a hardship-based Uniform Borrower Assistance Form . This response ignored my stated position that I was not in hardship and simply wanted to engage in a good-faith negotiation. No effort was made to offer alternative solutions, escalation procedures, or investor contact information. 

XX/XX/2025 Phone Call from Selene Selene contacted me by phone. During the call, I again clarified that my request was not based on hardship. I was simply seeking reasonable terms.

Selene refused to offer any path other than hardship submission.

They again acknowledged they lacked authority to modify the loan, yet still refused to provide contact with the investor or any process for escalation.

This call confirmed Selenes intent to obstruct and dismiss legitimate borrower concerns. 

XX/XX/2025 Selenes CFPB Response In response to my CFPB complaint ( Case No. XXXX ), Selene falsely claimed they had addressed my concerns.

They cited generic trust covenants and their right to transfer servicing.

They repeated their hardship form only position, without ever acknowledging my actual request for investor-level negotiation.

This was a boilerplate dismissal designed to satisfy regulators without solving the issue. 

XX/XX/2025 Escalations Filed I filed a follow-up complaint with the CFPB, reiterating that Selene was obstructing lawful negotiation, coercing borrowers into hardship forms, and refusing escalation. 

I also filed a complaint with the Idaho Attorney Generals Office, noting that Selene may not be legally authorized to operate in Idaho without providing borrower representation or a proper servicing nexus. 

XX/XX/2025 CFPB Closure The CFPB closed my follow-up complaint as a duplicate, even though Selene has never addressed the core issues : Refusal of investor access.

Absence of escalation procedures.

Lack of lawful servicing nexus in Idaho.

Pattern of Misconduct At every step, Selene has : Refused to provide investor contact or escalation, despite admitting they lack authority to adjust terms. 

Ignored multiple borrower requests, substituting irrelevant hardship-only options. 

Operated with no apparent presence or licensing in Idaho, functioning only as a remote collections call center. 

Stonewalled regulators by issuing boilerplate replies that do not resolve borrower concerns. 

Resolution Requested I respectfully request : Forgiveness of missed payments ( XXXX 2025 ), as these were caused by Selenes obstruction and refusal to provide lawful negotiation.

A 2 % interest rate reduction, reflecting market standards and the basis of my original request. 

A clear escalation pathway to the investor ( XXXX XXXX, or confirmation that Selene is legally authorized and licensed to deny such contact.

Verification of Selenes servicing authority in Idaho, including whether they have legal nexus or representation in the state.

Summary Selene Finance LP is acting less like a mortgage servicer and more like an unlicensed collections call center, obstructing borrower rights, refusing to provide escalation, and possibly operating in Idaho without lawful authority. Their conduct is intentional, repeated, and designed to suppress borrower rights while continuing to collect payments without accountability.

Company response to consumer: Closed with explanation