Consumer complaint received 2018-09-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Selene Finance LP
State: TN

Complaint narrative:
Our mortgage was bought out by this company in XX/XX/2018. All of our information had been transferred to them including our automatic withdrawal. So on XX/XX/XXXX, they finally took out a payment. And again 2 weeks later. Towards the end of XXXX I changed our ACH date from the XXXX to the XXXX. I changed that date online and also over the phone. So on XX/XX/XXXX I noticed a payment pending through my bank which was not supposed to be there. I called the mortgage company and asked them why it was pending when the dates had been changed. The man then informed me that I not only had a payment coming out on the XXXX, but the XXXX as well. Obviously I can not make 2 house payments within a few days from each other. Keep in mind that our payments have always been paid on time with no issues. So the man said we would need to stop one of the payments and would have to do so with our bank. So I called the bank and had to pay {$36.00} for a stop draft. Well the payment didn't come out. Good news there. So on the XXXX, we did not have a pending mortgage payment. Confused because I was told it would come out. So I call the mortgage company. The same man I spoke to that told me to stop a draft, ended up answering the line. I asked if there was going to be a payment taken out and what was going on. He then informed me that because I stopped the XX/XX/XXXX draft, that the bank sent them a notice of non sufficient funds ( which I checked with my bank and according to them never happened ). So because of that I was to send my house payment via cashiers check, money order, or XXXX pay for the next 6 months. So on XX/XX/XXXX I went to my bank, withdrew {$1600.00}. I sent this company {$1600.00} and paid the {$10.00} fee to do so through XXXX. My mortgage payment is {$1600.00}. The XXXX employee said that it could take up to 3 days to process this payment. So on Monday the XXXX, I checked my account with the mortgage company. It went through already. BUT, they also took out my payment through automatic withdrawal from my bank. They did so on the XXXX. The day it was supposed to come out, the same day the man said they could no longer do that, the same day he said I would have to pay this months house payment another day. I paid {$3300.00} in 2 days. My bank account is now over {$1000.00} in the negative and I have an electric bill pending, and ( 2 ) {$32.00} non sufficient fund fees. They said they needed proof that the money came out, even though they said they could see it on their end, and proceeded to tell me that it will take 2 weeks to refund one of those payments. I have XXXX kids, a pending electric bill that is now not going to get paid, and other bills as well. And they have absolutely no sympathy, when this was their fault. These are HORRIBLE PEOPLE and this is a HORRIBLE COMPANY. They are not even accredited with the BBB and they even have a D- rating. I can see why. All they have done is XXXX us and I know we are not the only ones. BEWARE OF SELENE FINANCE. DO NOT TRUST THESE PEOPLE WITH YOUR HOME!

Company response to consumer: Closed with explanation