Consumer complaint received 2025-07-24 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: TX

Complaint narrative:
On XX/XX/year>, I XXXX XXXX called XXXX XXXX and contacted a representative of XXXX XXXX  who identified herself as XXXX in the loan modification department, I explained to XXXX that we had become short of funds and have fallen behind on our mortgage payments. XXXX then proceeded to look up my account information. XXXX then asked what was the reason that we fell behind. 
I explained that due to numerous surgeries and medical procedures and medications which are up front costs. XXXX asked if we could make payments, I then informed her it would depend on the amount of the payment. XXXX then begins to figure out the amount needed to bring the account up to date along with a payment schedule. 
XXXX then informed me of the following schedule : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX  ( {$1100.00} ) Due XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( {$1400.00} ) sequential payment until account was caught up On XX/XX/year>, I XXXX XXXX paid the amount of ( {$1100.00} ) as requested by XXXX XXXX informed me at that time to call back in a couple of days and this payment agreement would be ready and placed in a file on my account. 
I then called XXXX XXXX as instructed and spoke with a Selene representative who I believe he identified himself as XXXX. This representative XXXX informed me that currently he does not see any payment agreements attached to my account. He informed me that I would have to call back in a few days to ascertain if XXXX XXXX representative had attached payment agreements. 
I called again, but still no one had set up the agreed payment plan, I asked if one of these Selene representatives could help me but, their response was to call back. The past due amount could have been resolved. Finally, I called again and this time the representative informed me that the account was four months late and the payment agreement could not be made. 
I was very upset because your representatives failed tremendously in my good faith effort to resolve this past due amount. The XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( {$1400.00} ) paid each month would have taken care of past due amount. I think Selene did this because nobody wanted to agree to the payment agreement. 
By the time all the calls occurred it was Four months behind, and Selenes representatives did not hesitate to inform me it was too late to set up any payment agreements. I tried to contact Selene once again to see if I could talk to the same person and they all stated that he or she was not available. They sent me numerous correspondences to call certain people but always were told they were not available on numerous occasions.

This is what we can do starting XX/XX/year> : {$1500.00} payment -- - XX/XX/year> This includes Regular payment of {$870.00} Back payment of {$700.00} For a Total of {$1500.00} We have kept constantly communicating with XXXX XXXX. 
Currently our financial situation has improved, and we will not fall behind in the future thus this will allow us to bring this account into good standing. 
If you would please give us a chance to resolve this issue. 

XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation