Consumer complaint received 2024-12-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Selene Holdings LLC
State: OH

Complaint narrative:
Fall of XXXX my home appraisal & taxes increased by 400 % by Ohio. from $ XXXX to $ XXXX. Adjustment made by mortgage company. " I have paid that inflated amount since. '' I went to XXXX mediations with XXXX of Ohio that ended XX/XX/XXXX. House went from XXXX to XXXX. I contacted Selene Finance in XX/XX/XXXX to report final adjustment and request new escrow analysis. I sent new information on line as requested and kept rep on line to confirm received. I was told they thought I would be getting a check for about {$1000.00}. due to over payments made during mediation. Was told do not be surprised if I get a second refund check at end of year. 

Called back in XXXX to check on progress, none completed. Representative stated that check for over payment should be in the mail any day now. New analysis requested due to decrease. 

Called back the beginning of XXXX to check on progress. No analysis completed, was told analysis was now scheduled XX/XX/XXXX. 

Called back beginning XXXX, told now that a check was sent to me in XX/XX/XXXX. I did not receive this check, requested new one to be sent. 

Called back in XX/XX/XXXX, first customer service rep says no analysis was done and not needed due to small difference. Says they do not see anything about reimbursement check. I say I did not know it was an option to ignore the XXXX analysis requests at that point. Then I am connected with the tax dept, that all reps previously say you can not speak to directly. I spoke to a wonderfully concerned rep by the name of XXXX. He states that he is going to escalate, and that a new check will be generated. Also, a supervisor will call me when new analysis is completed and when the check is sent. 

XXXX weeks later I get a letter stating I OWE THEM an additional {$1100.00}. with XXXX weeks to pay. 

XXXX. A customer can not get a straight answer and gets different information each time the call. XXXX. This mortgage company makes it literally impossible to speak to the people that are specialized. They also do not complete any promises made, with little to no concerns to correct a problem. Call go unreturned or the call disconnects under many options pressed. Unless, a payment is owed ... .they are all over you for payment. 

I am a XXXX veteran that gets my payment from Social Security every month at the same time. I make my payment end of month every month, paying the {$30.00} late fee due to date I am paid. Every month practically for the last XXXX  years they call me to ask why my payment is late. ( always claiming to note acount ). There has been ZERO concern to get my problem rectified from them when they owe me. Please note all calls are supposedly taped, so you can request all calls since XXXX on account XXXX. ( I hope you do ) There is probably more, yet I can give if requested. I would NEVER pick this company for a mortgage. My loan was sold by XXXX XXXX XXXX due to small amount to them. The customer service is nonexistent/inconsistent!! Thank you in advance for your assistance!

Company response to consumer: Closed with explanation