Consumer complaint received 2026-01-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Selene Holdings LLC
State: NY

Complaint narrative:
To Whom It May Concern, loan number # XXXX I am submitting this formal complaint regarding * * Selene XXXX XXXX XXXX XXXX  and its handling of my mortgage loan after servicing was transferred to them at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The conduct I have experienced reflects negligence, poor servicing practices, and a complete disregard for borrower hardship protections. 

# # # Background My loan was previously serviced by a reputable company that demonstrated professionalism, transparency, and compliance with hardship-relief standards. During a XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I experienced a temporary loss of income * * through no fault of my own * *, as I am a XXXX XXXX XXXX XXXX XXXX XXXX. In recognition of this hardship, my prior servicer * * approved a XXXX hardship extension/forbearance * *, consistent with federal servicing guidelines and standard industry practice. 

This accommodation was * * already approved and active * * prior to the servicing transfer. 

# # # Initial Contact With Selene XXXX As a * * new customer * *, I proactively contacted Selene Finance in XXXX XXXX XXXX XXXX XXXX to explain my situation and ensure continuity of the approved hardship accommodation. During this call, the Selene XXXX  representative : * Disregarded my explanation and documentation of hardship * Stated that she knew how the government shutdown works, despite providing an explanation that was * * factually incorrect and inconsistent with federal employment and shutdown pay policies * * * Displayed a dismissive and * * rude demeanor * *, rather than professionalism or empathy * Failed to demonstrate any understanding of federally recognized hardship circumstances Her explanation was * * far from the truth * *, and her conduct reflected a lack of training, competence, and basic customer-service standards especially concerning borrowers affected by involuntary income disruption. 

# # # Selene XXXX  Actions Following this interaction, Selene XXXX  continued to refuse to honor the existing XXXX extension, despite being fully informed of the circumstances and the prior servicers approval. Instead, Selene XXXXXXXX XXXX XXXX Ignored or dismissed a hardship accommodation already granted by the prior servicer * Denied my request for a loan modification without meaningful review * Failed to demonstrate good-faith consideration of borrower hardship * Provided inconsistent information and substandard customer service * Created unnecessary financial stress during a documented hardship period At no point was I seeking special treatment only the continuation of an accommodation that was already granted and relied upon. 

# # # Pattern of Conduct After researching Selene XXXX  further, I discovered * * numerous consumer complaints across public forums and complaint databases * *, many citing : * Extremely poor customer service * Rude and dismissive representatives * Failure to honor prior agreements * Lack of transparency and accountability Selene XXXX  currently maintains a * * one-star consumer rating * *, which closely aligns with my experience. 

# # # Regulatory and Compliance Concerns Selene XXXX  conduct raises serious concerns regarding : * Failure to properly onboard and honor transferred servicing agreements * Potential violations of * * RESPA * *, * * CFPB mortgage servicing rules * *, and hardship-relief obligations * Negligent handling of borrowers facing involuntary financial hardship * Lack of fair dealing and good-faith review A mortgage servicer should not be permitted to disregard existing borrower protections simply because servicing rights changed hands. 


not to mention they are trying to mess up my credit history.

Company response to consumer: Closed with explanation