Consumer complaint received 2025-07-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Selene Holdings LLC
State: TN

Complaint narrative:
Date : XX/XX/XXXX TO : Selene XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX RE : Urgent Request for Investigation into Misapplied Mortgage Payments Dear Selene XXXX  , We are the homeowners of the above-referenced property and borrowers on the referenced mortgage loan. We are writing to express our urgent and serious concern regarding the current status of our mortgage account. 

Your records currently reflect that we are XXXX months delinquent on our mortgage payments. This is categorically false. We have submitted unredacted bank statements on at least XXXX occasions clearly documenting timely payments made to Selene Finance. Each statement includes the date, transaction ID, amount, and identifies Selene XXXX as the payment recipient. 

Despite multiple assurances from your representatives that these statements were received and reviewed, no corrective action has been taken to reconcile your records or determine where these funds have been applied. 

Background : In XXXX, during a loan modification process with XXXX, our mortgage was transferred to Selene XXXX. 

Upon transfer, Selene initiated foreclosure proceedings based on alleged delinquencies. 
We enrolled in the XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX which brought our loan current around XX/XX/XXXX. 

In XX/XX/XXXX, we were notified of an escrow shortage. Our monthly mortgage payment was increased from {$1600.00} to {$2000.00}, with the {$400.00} increase allocated to rebuilding escrow reserves. We accepted the change and continued making payments. 
In XX/XX/XXXX, we were contacted by third-party buyers claiming our home was in foreclosure despite never receiving any certified notice of default or foreclosure filings from Selene XXXX  XXXX 

We immediately contacted your office and were told by a representative that our account was current. A letter was provided on company letterhead confirming this, and we have retained a copy ( attached herein ). 

Nonetheless, foreclosure actions proceeded. During a joint call with HUD, your representative confirmed receipt of our bank statements and was able to locate a specific transaction on page XXXX of the document. We were assured an investigation would follow, yet we have received no resolution or meaningful follow-up as of this writing. 
We also spoke with a representative named XXXX from your XXXX  office, who stated that our escrow account now reflects an overage and our monthly payment would be reduced to {$1600.00}. This directly contradicts the assertion that we have not made payments for nearly XXXX years. An escrow surplus could not exist if no payments had been made. The most plausible explanation is that payments were misapplied entirely to escrow rather than being appropriately split between principal, interest, and escrow, thus falsely triggering delinquency status. 

We have most recently, as of XX/XX/XXXX been in contact with XXXX, a XXXX in your XXXX, XXXX  office. He indicated that a request had been made to pause foreclosure and that our bank statements were under further review by your cashiering department. However, we have received no confirmation or status update regarding this hold. 
We have also communicated with Attorney XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Her contact information is listed below for your reference : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Our Formal Request : We are hereby requesting the following : A full investigation into the application and handling of all mortgage payments made since XXXX. 

Immediate removal of all attorney fees, late charges, and corporate advance fees that have accrued due to misapplied payments. 

Correction and restoration of credit reports for both account holders. 

A written explanation and full documentation of your findings. 

Suspension of all foreclosure activity until the investigation is complete and the account is corrected. 

A direct phone call from a qualified manager with the authority to resolve this matter. 
Should this issue remain unresolved, we are prepared to explore legal remedies and will consider joining ongoing litigation against Selene XXXX. We are currently consulting legal counsel, who stands ready to escalate this matter if necessary. 

Selene XXXX  has a legal obligation to maintain accurate accounting and to act in good faith. We have provided extensive evidence of our compliance and expect the same diligence and integrity in return. 

We look forward to your immediate attention and resolution to this matter.

Company response to consumer: Closed with explanation