Consumer complaint received 2025-02-25 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: CT

Complaint narrative:
I applied for mortgage assistance in XXXX, XXXX with a temporary reduction in income for 6-7 months due to post-pandemic impact on business and loss of working time due to extreme personal events : my daughter being at risk of XXXX, my own XXXX  injury, stolen laptop, and a car accident. 

I have experienced several serious issues with how Selene Finance mishandled my application that was cancelled twice over the last 7 months leading to an active foreclosure and a third application. 

These deceptive practices of delays are indicative of intentional delays to push borrowers into a foreclosure. 

I was ready to resume mortgage payments at the end of XXXX, but my account was already blocked without a proper notice. 

XXXX. Unexplained Cancellations of Mortgage Assistance Application TWICE since XXXX, XXXX leading to an activation of the foreclosure I applied for mortgage assistance in XXXX of XXXX when I was only XXXX month behind, indicating that I need a temporary assistance for 6 months. 

I submitted all required documents. Responded to all requests to submit missing documents. I uploaded them through website and emailed as I was told by Selene Finance reps that submitting through website is having issues. I emailed all requested documents multiple times. I received auto email confirmation that my emails were received. I called multiple times to confirm if my documents were received. Selene Finance reps said they are not seeing any documents. When I called again in XXXX, the rep said that he sees the documents. Yet, my application was cancelled. The only explanation given was that I didnt submit required documents. No explanation as to whether they didnt receive my documents or my documents contained errors or missed anything. 

They said to reapply again. The rep told me to use the same documents I used with the first application ( over 3 months old ). I reapplied with the same documents. When I called, the rep said I need to submit updated and re-dated documents. Those I sent are too old. I sent all documents again. 

The same situation repeated. I sent all documents multiple times with email confirmation that my emails were received. Yet, they continued to send me text messages that my application was incomplete. I called the reps multiple times. No one could explain exactly what was wrong. 

In the submission portal on the website, the due date was XX/XX/XXXX. In the letter dated XX/XX/XXXX from XXXX XXXX that I received in early XXXX, he listed again missing documents and said to submit them by XX/XX/XXXX. 

I had been requesting to speak with a supervisor since XXXX, XXXX. Only on XX/XX/XXXX, I received a call from escalations. He expressed some assumptions of what was wrong. Assumptions that were his and not as a confirmation from the underwriting. He told me to repackage my application again, to update it with the XXXX statements and to resubmit again. 


I updated all documents again and re-sent them on XX/XX/XXXX. 
I called Selene Finance on XX/XX/XXXX. XXXX confirmed that my documents I sent on XX/XX/XXXX were in the system and that the other department is reviewing them. 

I called on XX/XX/XXXX. XXXX confirmed the same and she even added a task for the underwriters to review saying that this will expedite the review. 

I called on XX/XX/XXXX and was told that my application was cancelled on XX/XX/XXXX. No explanation was given besides that I didnt submit required documents. 

I spoke with XXXX in escalations on XX/XX/XXXX. His assumptions were that the underwriting can not read and understand XXXX bank statement. That I need to hand circle all deposits and all notes. And that my XXXX & XXXX have to include cents, that they can not be in round dollars. These were his assumptions. None of which were explained before and mentioned anywhere as instructions. 
As of today, I still dont have a clear and specific explanation of what was wrong with my documents. 

On XX/XX/XXXX, they told me to re-date all documents again and to re-apply. I updated all documents, re-dated them and submitted via email on XX/XX/XXXX. 
These multiple and repetitive submissions have already taken over XXXX hours of my time. 

AND on XX/XX/XXXX, I found summons in my mailbox indicating an active foreclosure. 
This whole process of cancelling my application over 6 months period was to drag it so that the foreclosure gets activated by the lender. 

This has brought me into a state of major stress, elevated XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX Alls of which has been documented at the doctors office.

1. Lack of Proper Communication I requested to speak with a supervisor multiple times since XXXX, XXXX but did not receive a response until XX/XX/XXXX. Instead, I was given vague and unhelpful answers by customer service agents. 

I was also told by escalations that there is no Q & A option to ask questions and get clarification during the application for mortgage assistance process ( which is a violation of rules stating that the mortgage company is required by law to provide clear communication. ) 2. Lack of Proper Foreclosure Notification I never received any foreclosure notification. I found summons in my mailbox on XX/XX/XXXX. 

3. Failure to Provide Secure Method for Sending Personal Sensitive Information : I expressed concerns about the security of sending personal and confidential information via email and requested a more secure method. Despite this, Selene Finance insisted I send my sensitive documents through unencrypted email, which I believe violates consumer rights and privacy protections under various state and federal laws. Selene Finance responded to my request with their own encrypted letter saying that the email is secure. It is on their end that they send secure emails that do not contain any of my information. But from me to them they required documents to be sent directly by email. 

When I shared a link to an online passworded folder with my documents, a rep at Selene Finance said that they can not accept documents this way and thats the only way is to send all my information that includes my birth date, social security number, bank account numbers, income via email.

5. Accelerated Loan Balance My most recent mortgage statement includes an accelerated loan balance that is much higher than the usual monthly payment. I have not received any notice of it, especially considering that I have submitted an application for mortgage assistance in XXXX, XXXX and it was in active status since then and on statement date. 

I am requesting that your office investigate these issues and deceptive practices of delaying mortgage assistance application and hold Selene Finance accountable for what Ive experienced. 
Please let me know if you need further documentation or information to process this complaint. 

I am attaching copies of all email communication with Selene Finance, screen shots of due date, copy of the letter from XXXX XXXX, and screen shots with auto confirmations from Selene Finance that my emails were received.

Thank you for your time and attention to this matter. I look forward to your prompt response.

Additional Information on Selene Finances Track Record : In reviewing the companys overall record, I found that Selene Finance has a history of consumer complaints. According to sources such as thXXXX XXXX XXXX XXXX XXXX XXXX XXXX, the company has received 282 complaints and holds an A- rating. Issues reported by other customers include poor customer service, mishandling of escrow accounts, and delays in processing mortgage assistance applications. 

Additionally, platforms like XXXX feature user reviews highlighting issues such as unprofessional communication, unjustified fees, and difficulty obtaining assistance. 

Furthermore, The Victims of Selene Finance website has compiled numerous accounts detailing problems such as improper loan modifications, unreported foreclosure actions, and general mismanagement of accounts causing people financial damages and loss of their homes. These issues further indicate that Selene Finance 's practices may not comply with state and federal regulations.

Company response to consumer: Closed with explanation