Consumer complaint received 2023-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Selene Holdings LLC
State: TX

Complaint narrative:
RE : Selene Finance XXXX XXXX XXXX XXXX XXXX. 
XXXX, TX XXXX XXXX XXXX Fax XXXX Email address : XXXX  Good evening, I am sending you this letter as a plea for help. I am currently in the end stages of a loan modification with Selene Finance. Having my mortgage serviced by Selene has been a nightmare. I lost my job in XX/XX/XXXX due to downsizing by my XXXX, due to COVD, which was one item that was required to be considered for a loan modification. Prior to being offered a loan modification, I paid {$26000.00} between XXXX and XXXX. Commencing on XX/XX/XXXX, Selene started returning my payments. I continued to pay my mortgage monthly although Selene was not accepting my payments. XX/XX/XXXX, selene returned my last payment in the amount of {$5400.00}. In speaking with a Selene representative in XXXX, the gentleman advised me to not pay any more payments because Selene would continue returning them. He instructed me to wait until all of my money had been returned at which time I may be offered a loan modification. The last payment that Selene returned to me was on XX/XX/XXXX, in the amount of {$5400.00}. I didnt hear anything from a Selene representative so I preemptively called Selene to discuss the next steps with regard to my mortgage. I spoke to a young lady at Selene on XXXX XXXX, who told me that I had a loan modification already in place. She told me that the loan modification offer was still valid. I paid the whole amount of the 3 trial payments with the amount being {$5100.00} on XXXX. I was not sent the loan modification contract until AFTER I had paid the 3 trial payments in full. It may not have been very wise to pay the three trial payments prior to receiving the loan modification contract since I had not read the terms of the contract prior to agreeing to paying the three trial payments. The terms of my loan modification was a total monthly payment totaling {$1700.00} at 3.75 % interest. Per the aformentioned loan modification, the amount owed on my home was {$200000.00}, with a term of 40 years. I bought my home in XXXX for {$200000.00} with a term of 30 years. I had questions about the loan modification total amount due and the term of the loan. I didnt understand how I had a mortgage in XXXX for {$200000.00} with a term of 30 years and then the new loan modification was for basically the same amount with a longer term. I was also told by the Selene representative that if I hadnt gotten my loan modification paperwork by XXXX that I should call because there were a lot of instances where the paperwork doesnt go out on time. Apparently, I was sent the loan modification paperwork in the middle of XXXX instead of in XXXX as I was told. I was also told that the paperwork would be emailed to me and I checked my email daily to see if it had been sent. When I did not receive the paperwork via email, I called Selene and I was told that the young lady should not have told me that she could email the documents because these particular documents are never emailed. After I spoke with this particular Selene representative I was told that he would send the paperwork to me via a XXXX envelope. Again I continue to watch for the XXXX envelope with the loan modification paperwork. When I did not receive the paperwork via XXXX, I called Selene again and was told that the loan modification trial offer is never sent by XXXX as it is sent by normal USPS and that the final loan modification would be sent by XXXX. When I finally received the paperwork it had been dated XX/XX/XXXX. I finally received the paperwork in XXXX. As mentioned above I had concerns about the terms of my loan mod I and called Selene and was told that if I had concerns about the terms of my loan modification, that he could not help me, that I would need to file an appeal. I was given the email address for the loan resolution appeal department and I sent an email expressing my concern about the terms of my loan modification. I sent follow up emails to Selene on XX/XX/XXXX as well as XX/XX/XXXX. I sent an email to the loan resolution specialist on XXXX letting them know that I was able to speak with XXXX and I was comfortable with going forward with my loan modification. 
At the time, I was told that my loan modification was null and void. Although I had paid all three loan modification trial amounts and the loan mod was never executed because I didnt understand the terms of the agreement. I was then told that they would not return my {$5000.00} and they would not honor the loan mod contract. I was sent another loan modification contract in XX/XX/XXXX. The terms of the new loan modification is a monthly payment of {$2300.00} at 7.125 % interest with a total amount owed of {$200000.00} with a 25 year term. When I saw the contract, I was in a state of disbelief. 
Words can not explain how poorly Ive been treated by the Selene finance staff. The staff there is rude, arrogant, condescending, dripping with sarcasm, and responds very matter of factly. It seems that every representative at XXXX has a different answer to the same question. A great example is when I was supposed to be sent the first set of the loan my papers, one young lady told me that she was going to email him then another young man told me he was going to send it to me via a XXXX package I ended up getting the documents via the United States Postal Service. After I received the present loan modification paperwork, I was only given one week to read, sign and return them although my mortgage is not due until XX/XX/XXXX. 
I Was told that XXXX XXXX is my loss mitigation point of contact. I called XXXX on XX/XX/XXXX the day after I received the documents. When I called I was put on a long hold after which I never got to speak with anyone. My call went directly to voicemail without a name to designate whose voicemail it was and I received a message that said your loss mitigation specialist is not available, please leave a message. I left a message and stated the purpose of my call and that I would appreciate a call back. Nobody ever called me back but that is not unusual for Selene finance. So it ends up being the customer who gets the short end of the stick. 
I am being forced under duress to sign and return the loan modification paperwork by XX/XX/XXXX. I feel that I have no other recourse but to sign the paperwork. I do not want for my little family to be homeless. Its just myself and my XXXX-year-old son and I am a single mom who does not receive any child support. This being because of a company that says that it has its customers best interest at heart, but it certainly does not. 
The amount of my mortgage payment is basically 1/2 of the money that I bring home in a month. I bring home approximately {$2500.00} every two weeks and my loan amount is {$2300.00}. In the voicemail that I left for XXXX I told her exactly what I just explained to you that paying {$2300.00} a month is for the most part half of my monthly income and that it would be difficult to pay {$2300.00} per month. I feel that Selene has set me up for failure and it is by no means the helpful mortgage company that they claim to be. I am made to feel that Selene wants to force me out of my home through foreclosure. I hope and pray that you can help my son and I. 
Thank you, With warm regards

Company response to consumer: Closed with explanation