Consumer complaint received 2026-03-03 00:00:00
Product: Mortgage — Conventional home 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: MA

Complaint narrative:
Subject : Formal Complaint Improper Denial of Complete Loss Mitigation Application & Request for CFPB Assistance To the Consumer Financial Protection Bureau, I respectfully request the CFPBs assistance regarding the handling of my loss mitigation applications by XX/XX/XXXX My financial hardship arose from the sudden and unexpected passing of my husband, the homeowner, at only XXXX XXXX XXXX. His death left me solely responsible for all financial obligations. This life-altering event caused temporary financial disruption, not an unwillingness to pay. Since that time, I have stabilized my income and now have sufficient verified rental income to resume and sustain regular monthly mortgage payments. My hardship was situational and has improved. I applied for a loan modification. My initial application was denied. I timely appealed, and the appeal was denied. XX/XX/XXXX then allowed me to apply again. For myXX/XX/XXXXapplication, I submitted every requested document, including : Rental income verification Bank statements Complete financial disclosures All supplemental documentation requested I retained copies of every email submission and received automatic replies acknowledging receipt of my documentation. Additionally, each email contained a tracking link confirming whether my submission was received and opened. The records show that XX/XX/XXXX received my emails but did not open the attachments containing my documentation. Despite this, my application was denied for allegedly failing to submit required information. This is factually incorrect. I was not provided with a specific written notice identifying what documents were missing, nor was I given a clear explanation supporting the denial. Instead, I received a generic denial citing incomplete documentation. Under XXXXXX/XX/XXXXXXXX, mortgage servicers are required to : Exercise reasonable diligence in obtaining documents Conduct a good faith review of complete loss mitigation applications Provide specific reasons for denial Based on the documented proof I possess, my complete application was delivered but not meaningfully reviewed. Importantly, I am not requesting principal forgiveness. I have clearly communicated that while I am not in a position to pay the full arrears in a lump sum, I am fully capable of resuming monthly payments immediately. I specifically requested reasonable loss mitigation options including : Deferral of arrears to the end of the loan term A payment deferral or partial claim structure Reinstatement of regular monthly payments moving forward This request is reasonable, supported by verified income, and consistent with standard foreclosure-prevention tools used by servicers nationwide. I am seeking stability and the opportunity to remain current going forward. The denial of my application despite proof of submission and acknowledgment of receipt suggests a failure to properly evaluate my documentation and circumstances. I respectfully request that the CFPB : RequireXX/XX/XXXX to provide a detailed written accounting of exactly what documentation they claim was missing. Require confirmation of whether my submitted documentation was opened and reviewed. Require a documented good faith review of my complete loss mitigation package. Require evaluation of reasonable alternatives including arrears deferral, payment deferral, or other available retention options. Determine whether XX/XX/XXXXcomplied with federal loss mitigation servicing requirements underXX/XX/XXXX My goal is not to avoid my mortgage obligation. My goal is to resume sustainable payments and preserve my home after an unexpected family tragedy. I am prepared to provide : Email confirmations Tracking reports showing receipt without review Copies of all submitted documentation Financial records demonstrating current ability to pay Documentation regarding my husbands passing I respectfully request the CFPBs assistance to ensure a fair and lawful review of my application and a reasonable opportunity to enter into a deferred payment or modification agreement. Thank you for your time and attention to this matter. Sincerely, XXXX XXXX ( wife of deceased XXXX XXXX ) XX/XX/year> XXXX XXXX XXXX MA XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation