Consumer complaint received 2024-12-05 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Payment process
Company: Selene Holdings LLC
State: TX

Complaint narrative:
XXXXPayment History and Documentation : Checks issued by XXXX XXXX  were sent on time but delayed in processing by Selene Finance XXXX which created confusion about whether payments were received or lost. 
Payments made by XXXX XXXX through both XXXX XXXX and XXXX accounts were consistent, with XXXX returned check due to an issue that has since been resolved. 
XXXXStop Payments and NSF Fees : The stop payments were initiated due to a lack of clarity on Selenes part in processing and cashing checks within a reasonable timeframe. These actions were preventive and not a result of insufficient funds. 
NSF fees were paid as a courtesy to keep the process moving forward, further evidencing goodwill on the part of Texas XXXX XXXX, XXXX. 
XXXXSelenes Processing Delays : The checks in question, such as # XXXX and # XXXX, were cashed months after issuance, indicating a delay by Selene Finance in attempting to process them. 
XXXXAnnual Escrow Surplus and Interest Rate Increase : A surplus of {$3700.00} from the escrow analysis was noted. Its valid to request clarification on how this surplus will be addressed. 
The interest rate increase is also a reasonable area of inquiry to ensure transparency and compliance with any underlying agreements. 
XXXXBusiness Analysts Review : The analyst notes discrepancies in payment application and suggests XXXX months dues instead of XXXX. However, given the detailed payment timeline and provided documentation, theres evidence that payments were made but not applied correctly. 
XXXXSupporting Evidence in Files : Uploaded checks align with claims of timely issuance and support the assertion that the issue lies in Selenes delayed processing. 


Check number XXXX sent XX/XX/XXXX XXXX {$1700.00}. Selene deposited on XX/XX/XXXX. 
Check number XXXX sent XX/XX/XXXX XXXX {$1700.00} ( not cashed ). Selene attempted to deposit this check on XX/XX/XXXX. 
Check number XXXXsent XX/XX/XXXX XXXX {$1700.00} ( not cashed ). Selene attempted to deposit this check on XX/XX/XXXX. 
Online payment made XX/XX/XXXX XXXX {$5300.00} ( for checks not cashed plus XXXX payment ). 
Online payment made XX/XX/XXXX XXXX {$1800.00} ( this included NSF fees charged by Selene XXXX. 


Check XXXX sent to Selene finance on XX/XX/XXXX Check XXXX sent to Selene Finance on XX/XX/XXXX Check XXXX sent to Selene Finance on XX/XX/XXXX Check XXXX sent to Selene Finance on XX/XX/XXXX Check XXXX Sent XXXX/XXXX/XXXX was the one that returned. It was an issue with the checks that has been resolved. I let them know to send funds directly to you for the {$30.00} fee Selene charged our file directly. 
Check XXXX Sent XX/XX/XXXX was to replace the check from XX/XX/XXXX Check XXXX payment sent to Selene on XX/XX/XXXX is still in transit since it was just sent this week. 

Checks are sent monthly it does not add up that Selene says a payment hasn't been recieved on the account since XXXX, when it shows check XXXX was sent XX/XX/XXXX and returned due to company switching banks once informed they mailed check XXXX on XX/XX/XXXX and they are covering the NSF that was charged. Check XXXX was sent to selene on XX/XX/XXXX.

Company response to consumer: Closed with explanation