Consumer complaint received 2025-06-24 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Selene Holdings LLC
State: NC

Complaint narrative:
Our small business, XXXX XXXX XXXX XXXX XXXX, originated a loan with XXXX XXXX XXXX ( XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXXXXXX XXXX XXXXXXXX ) to purchase a fully renovated property using a XXXX loan. We learned at closing that XXXX XXXX XXXX was acting as the broker in this situation and originated the loan for a XXXX called XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ). We made XXXX payments to XXXX XXXX XXXX XXXX via our business Checking Account at XXXX XXXX XXXX  on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These payments ( {$890.00} each ) were set up to automatically draft from the business checking account. It should be noted that originally when we signed the closing paperwork we filled out a direct debit authorization for a different bank ( XXXX ) but ended up changing to XXXX XXXX because of issues we were having with XXXX XXXX. 

At some point, without notice, XXXX XXXX XXXX transferred our account to Selene Finance. We did not receive a welcome letter from XXXX but instead, we received a Mortgage Statement dated XX/XX/year> indicating a payment of {$890.00} was due with a payment coupon attached at the bottom of the statement. This was obviously confusing - especially since we originated our loan with XXXX XXXX XXXX XXXX through XXXX XXXX XXXX. Again we received no advance notice from XXXX XXXX XXXX XXXX that our servicing was being transferred and no welcome letter from XXXX. 

I logged into our XXXX XXXX account and could see that our payments were still being taken by XXXX XXXX XXXX XXXX and I thought this must be some sort of mistake. 

On or around XX/XX/XXXX, we receied a letter from XXXX indicating a payment was returned " unpaid by our financial institution ''. I felt the quickest way to get t the bottom of what was happening was to use the account number on the letter and navigate to the XXXX website and attempt to set up online access for our account. I was able to do this but I found that the bank account information in their system being used by them for us was the wrong bank ( XXXX ). We contacted Selene and explained the situation and made sure they knew that the company they acquired our loan from gave them the wrong account information.We provided the correct information for XXXX XXXX and asked that they submit a complaint to have any NSF and late charges waived because we were not responsible for providing them with the wrong information. The representative on the phone agreed to submit a complaint on our behalf and update our account information to ensure that payments would be taken from the correct bank account going forward ( XXXX XXXX ). 

I logged into the Selene account on last week, only to find that they again had attempted to take the funds from a bank we no longer use. They had again charged us an NSF fee and a late charge. I explained the situation all over again and the representative on the phone indicated the only way to ressovle the issue would be to send in a cashier 's check or have my bank send them a wire for the payment which would cost our business {$30.00}. They also communicated that because XXXX of our payments had been returned we would now have a restriction on our account preventing us from being able to submit payments electronically. I became very upset because I feel that we have been treated unfairly. I was able to change the bank account information in the online portal and delete the wrong bank account information but we are still unable to make payments electronically. I lodged a complaint to again have the late charges and NSF fees reversed and have the restriction lifted from our account. We never got a response from them but I can see that the NSF and late charges have been waived, however, there is still a restriction on our account that will cause me to have to visit a XXXX XXXX XXXX  branch each month between now and XXXX and pay them {$30.00} to send a wire. We are being taken advantage of. and we would like the situation to be rectified.

Company response to consumer: Closed with explanation