Consumer complaint received 2024-12-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Selene Holdings LLC
State: MI

Complaint narrative:
My loan was brokered by XXXX XXXX XXXX and funded by XXXX XXXX with closing on XX/XX/year>. On XX/XX/XXXX I received an email with an attached letter dated XX/XX/year> from XXXX XXXX stating that Selene Finance would be taking over servicing of my loan on XX/XX/XXXX. That letter included the XXXX XXXX loan number. On XX/XX/XXXX, I called XXXX XXXX  attempting to execute a complete payoff. While the agent was aware I had a loan that was to be serviced by them, they had no access to that information and told me to call back/check on XXXX. The agent was XXXX who pushed back multiple times my request to talk to a supervisor. Phrases like she is on an escalation call, etc. were the excuses given for the delay in getting her on the call. Finally got to talk to XXXX the supervisor. I complained that I am accruing interest while I wait for them to board the loan so I can pay it off and want no interest beyond that date. They told me to Email to customer service and they can take up to XXXX business days to get a response. I asked who the previous servicer is She didnt know. No name, no principal balance info available to her. XXXX told me again to email XXXX and to call back on Friday. I emailed XXXX requesting a XX/XX/XXXX payoff date. I got an automated response on XX/XX/XXXX stating to allow XXXX business days to receive a response as applicable. Not the email said XXXX and the supervisor said XXXX. Their web site had no information for me, not even allowing me to log in until XXXX. I called on XX/XX/XXXX and got agent XXXX who said she has no access to my information to assist me. I checked the website on Friday XX/XX/XXXX and was able to log in and see my loan. I called that day requesting a payoff statement effective XX/XX/XXXX. The agent was XXXX. He was unable to address the XX/XX/XXXX payoff question. I did receive a payoff statement effective XX/XX/XXXX. I escalated to a supervisor, XXXX, who said he would follow up with a corporate department about paying effective the XXXX. He said he would phone me back by XXXX, XX/XX/XXXX around XXXX. On XXXX, XX/XX/year>, I was able to execute a wire from my XXXX XXXX company to their XXXX XXXX account, as indicated in XXXX Payoff statement. I called XXXX on XX/XX/XXXX at XXXX eastern and got XXXX to confirm that my wire had been received. He said he has no access to that information and that it takes a few days to post to my account. Their web site for my account also showed no wire payment. When I logged in to the web site for my account on XX/XX/XXXX, no information about my loan was provided, all information previously there disappeared on than the property address. It simply said Please Contact Support. Your account status is limiting your access to additional information. XXXX. I called Selene Finance subsequently, at XXXX XXXX  on XX/XX/XXXX. I got agent XXXX. I explained that my account on the web had no info and was told to call support. She said the loan has been paid off. When I asked the effective date, she said XX/XX/XXXX. I clarified that I paid through XX/XX/XXXX and that I had spoken to the supervisor XXXX that it should be effective XX/XX/XXXX. I asked for XXXX or another supervisor. She kept pushing back saying there is nothing she nor the supervisor can do and so escalating to a supervisor would not achieve anything. I requested several times. She put me on hold to get the supervisor. I asked the supervisors name from XXXX as she was putting me on hold. She shortly came back and I reiterated the question and she answered the supervisor would be XXXX. She put me back on hold and then the call was terminated around XXXX XXXX. Subsequent calls through XX/XX/XXXX have achieved nothing other than further delays and a statement by the Supervisor XXXX XXXX that Customer Service had XXXX  days ( unclear if business or calendar ) to resolve the issue ( not XXXX per XXXX, nor XXXX business days per the automated email response received on XX/XX/XXXX. I informed them multiple times over the last XXXX weeks that I would be filing a complaint with the CPFB, if they did not resolve this promptly. My key issue is that XXXX prevented me from paying off my very large loan effective the date they took over servicing and I had to wait until XX/XX/XXXX to achieve a payoff wire. I believe they owe me any interest accrued from XX/XX/XXXX on.

Company response to consumer: Closed with explanation