Consumer complaint received 2025-09-23 00:00:00
Product: Mortgage — USDA mortgage
Issue: Trouble during payment process — Payment process
Company: Selene Holdings LLC
State: WY

Complaint narrative:
So I had my payments on automatic withdrawal, but I didnt have enough money in the account for it to go through. I didnt realize this and thought it was paid. Selene called me, but the call didnt show up as Selene on my phone it popped up as a spam caller so I didnt think anything of it and declined the call on XX/XX/XXXX. 

On XX/XX/XXXX, I realized they had left a voicemail saying I missed a payment. I immediately tried to make a payment online, but found out they had taken away my online access. The system told me I needed to call them. I called, but they were closed, and the call just hung up. 

I then tried messaging their virtual bot on the website, but it told me to call instead. Since it was a holiday weekend and Monday was XXXX XXXX, I couldnt reach anyone until Tuesday, XX/XX/XXXX. When I called, I asked if this would affect my credit. The lady said, No, not if you make the payment today. I tried making a payment over the phone, but she said it could only be done by wire transfer or by mailing a check. She gave me the account and routing number, so I immediately went to my XXXX XXXX bank and transferred the money. The transfer showed it wouldnt process until the XXXX. 

I called Selene back to let them know the payment wouldnt clear until the next day and asked again about my credit. Thats when another representative told me it had already been sent to credit reporting and would, in fact, hit my credit. I was furious. 

About a week later, I saw the payment still wasnt posted to my account. I called them, and they told me they didnt receive it. I said, Yes, you did. They opened an investigation, and I sent screenshots of my bank account showing the payment was pulled, along with the transaction ID. They said okay, it would be under investigation. 

Another XXXX days went by. I called back, but they kept saying the investigation was still open and they were waiting for a response. I asked for a timeframe. The first person told me XXXX days from when the case was opened. I explained it had already been XXXX days, and then I got hung up on. 

I called back. The next person said it would take XXXX days. I called again later for updates, and they kept giving me the same response that the investigation was open and nothing could be done until it was complete. 

I then called my bank to verify, and they confirmed the payment was sent to Selene. My bank gave me a trace number, which I sent to Selene. After XXXX days, I called back again, but they still told me the same thing. I asked for a supervisor repeatedly. They kept asking why I needed XXXX, I explained every time, and then they hung up on me. 

I called back once more and was told a supervisor would call me back within XXXX hours. On Friday night, XX/XX/XXXX, I got a call from Selene, but it only rang once and stopped almost like a fake call. I didnt even have time to answer. 

That XXXX I called again and got the same response : nothing can be done until the investigation is complete. 

Now XXXX coming to you because its about to hit XXXX days, and I dont want to make another wire transfer if theyre just going to lose that one too.

Company response to consumer: Closed with explanation