Consumer complaint received 2024-08-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Selene Holdings LLC
State: DC

Complaint narrative:
My family is facing mortgage increase challenges and is in a dire situation. Instead of operating with any corporate responsibility expected of a lender, Selene Finance ( SF ) has taken this as an opportunity to become a predator and exploit our hardship. Selene Finance has no intention of keeping families in their home as they aggressively pursue foreclosures, while they mislead homeowners like us into thinking we have a genuine opportunity to modify our loans and secure our housing stability. SFs misuse of Federal Housing Assistance Funds ( HAF ) exemplifies this troubling agenda ; rather than providing real support to struggling families, these funds are wasted on empty SF rhetoric. SF denied us a loan modification, accepted our HAF grant, and instead of assisting us when we had a clean slate, SF only increased our loan debt. I filed a complaint about Selene Finance in XXXX XXXX I got an email that my case was closed since the company stated that the issue is ongoing. But the fact is, when confronted about their unethical conduct, the attorney from SF resorted to denial and deception, further eroding this lender 's reputation. This warrants a new complaint. With over XXXX complaints filed against Selene Finance, it is clear that this isn't an isolated incident but a systemic problem affecting numerous borrowers who, like us, are already vulnerable and in desperate need of fair treatment. 

Dated XX/XX/XXXX XXXX attorney XXXX XXXX stated in writing to the DC Attorney General : On XX/XX/XXXX, the Single Point of Contact ( SPOC ) was advised to email XXXX XXXX of the need for an interior BPO order to complete the loss mitigation application. Selene DOES NOT HAVE A RECORD OF AN EMAIL BEING SENT. '' This is because Selene Finance never sent me any information. Telling everyone in authority that this was done but failing to provide any evidence is unacceptable. They do not produce a time/date stamp email, they do not provide any evidence of a letter being mailed, they can not show where their company called to discuss the BPO. This is because they failed to mention it throughout the entire process, yet use it as the only reason why they will not lower my monthly mortgage payment. This should not be acceptable to the DC Attorney General or the CFPB. This is a glaring red flag that this company needs to be further questioned. 

Attorney XXXX does not stop at making false statements, but goes on to make false summaries of calls and omits relevant information regarding how SF deprived my family of the opportunity XXXX extended us. 

In the timeline Attorney XXXX provided, he failed to mention that I called and spoke to a supervisor after I appealed the first loan modification denial. I asked a Selene supervisor to reissue an order to conduct an internal BPO and conduct it during the appeal process time frame, since that was the only reason SF claimed they refused to reduce my mortgage by $ XXXX a month. Instead, the supervisor took that call as an opportunity to hyper focus on my lower income status, pointing out my family 's dependence on government assistance and mockingly, intimidate me by stating even that support could be stripped away from my family. He said my efforts were pointless. The duration of that call was regarding my socioeconomic status and there was no discussion regarding the missed internal BPO. 

Further, Attorney XXXX makes the internal BPO sound basic and standard, back in XXXX, that was far from the truth. I was approached by numerous strangers, not one told me they were there to do an internal BPO on behalf of Selene Finance, and since Selene did NOT notify me one was needed, I did not know who the strangers showing up at my home to take pictures were. The entire situation used to be a first-come-first-serve type frantic, frenzy, free for all to get to the property, obtain information and respond to the lender in effort to be paid. There was a bombardment of strangers who did not identify themselves nor did they mention that they were there for SF when this occurred in XXXX. Without notice or appointment, at random times and days, including XXXXXXXX strangers would just walk up to my home and start by taking photos, including of my children playing in the yard. I ended up calling Selene after one particularly negative interaction, where it was yelled at me to call my lender. Even during that call, Selene Finance completely failed to mention that an internal BPO was needed as part of the loan modification assessment. The representatives on the phone maintained that they were not clear what was occurring, but thought people were being sent to make sure the house was weatherproof and occupied. Currently, a BPO may be needed, is written early in the loan modification application AND requires an appointment and coordination with the homeowner. 

Selene Finance 's lack of proper communication is intentional and continues. My 2nd loan modification was submitted XX/XX/XXXX. Twice they asked for updated documents, once by mail and ( seriously ) once by text. I am trying to save my home from foreclosure yet SF is texting me to call them and inquire what updated paperwork they suddenly need. BEST PART, I called Selene Finance TWICE to schedule an internal inspection, and both times the loan modification reps did not know what a BPO was! Nor did they know how to schedule one. I called the XXXX Attorney XXXX named in the letter to the Attorney General, 8 times or more, they did not return a single call. No email, not even a SF text. 

This is a David vs Goliath situation. Selene Finance operates under XXXX XXXX, who publicly boast their {$51.00} XXXX in assets. My home is just more capital gains for them, yet, for my children, my husband and I, the loss of our home is not just a financial setback ; it represents the collapse of stability our family is fighting to hold onto.

Company response to consumer: Closed with explanation