Consumer complaint received 2026-01-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Selene Holdings LLC
State: AZ

Complaint narrative:
To Whom It May Concern, Regarding Loan Number : XXXX I am submitting this correspondence as a formal complaint against Selene XXXX  and as a demand for immediate corrective action regarding serious failures in loan servicing, loss mitigation review, customer service escalation, and foreclosure handling on my mortgage account. 
Selene XXXX  has now failed on three separate occasions to properly review and process my Mortgage Assistance / Loss Mitigation request, despite full cooperation, repeated document submissions, and ongoing communication initiated well in advance of the scheduled trustee sale.

Summary of Serious Issues and Servicing Failures Failure to Properly Review Mortgage Assistance ( Three Attempts ) : Selene XXXX  has repeatedly failed to complete a full and accurate review of my mortgage assistance request. Each submission resulted in conflicting guidance, incomplete review, or unexplained stagnation, while foreclosure activity continued concurrently. 


Conflicting and Misleading Information from Customer Service : I have been provided multiple, contradictory instructions by Selene representatives regarding how to remedy the foreclosure scenario. These inconsistencies have materially impaired my ability to comply with loss mitigation requirements and demonstrate a breakdown in internal communication and servicing controls.

Failure to Escalate & Refusal of Manager Access : On numerous calls, I was explicitly told my concerns would be escalated to management. This did not occur. Further, Selene representatives have outright refused to connect me with a manager or supervisory authority, despite repeated requests, depriving me of meaningful escalation rights.

Improper Auto-Enrollment in a Payment Plan : Selene Finance unilaterally enrolled my loan into a payment plan without my knowledge or consent, prior to my even being properly notified that my loan had been transferred from XXXX. This action occurred without authorization, explanation, or borrower acknowledgment. 


Admitted Deficiencies in Servicing Transition & Systems : On recorded calls, Selene Finance has acknowledged deficiencies in its loan transition process, including system limitations during the servicing transfer. Additionally : The borrower web portal is not functional or adequately designed for distressed homeowners to upload requested loss mitigation documentation. 


Required documents are repeatedly requested without confirmation of receipt or review. 


The underwriting review process appears disorganized, inconsistent, and substantially below industry standards. 


Foreclosure Activity While Assistance Was Pending : Despite active mortgage assistance requests and acknowledged servicing issues, Selene Finance proceeded with trustee sale actions, raising serious concerns regarding compliance with applicable servicing regulations and borrower protections. 


Demand for Immediate Action I formally demand the following actions without delay : Immediate suspension and/or postponement of the trustee sale Written confirmation that a full and complete loss mitigation review is underway Assignment of a dedicated escalation manager or executive-level contact Written explanation of all prior payment plan enrollments and servicing actions Confirmation that foreclosure activity will not proceed while assistance review is pending A clear, consistent, and documented path to resolution This complaint is being submitted in good faith but with urgency. Continued failure to address these issues will leave me no choice but to pursue additional regulatory, legal, and consumer protection remedies.

I expect a written response within 10 business days acknowledging receipt of this complaint and outlining immediate corrective actions. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation