Consumer complaint received 2025-05-31 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Selene Holdings LLC
State: CO

Complaint narrative:
I am submitting a complaint regarding the mismanagement of my loan account by my lender. Despite adhering to a formal repayment plan, my lender has consistently misapplied payments, charged incorrect fees, and reported inaccurate account information, causing undue financial stress and confusion. The repayment plan I agreed to was for XXXX monthly payments of {$730.00}, due on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>. I have completed all three payments as agreed. However, the lenders account statements and credit reporting reflect the following discrepancies : the account shows a last payment of {$870.00} on XX/XX/year>, a payment I never made. My actual payments have always been {$730.00} on the agreed dates. The lender reports a balance due of {$730.00} as of XX/XX/year>, and marks it as 30 days past due, despite my timely payments per the repayment plan. A {$45.00} returned check fee has been applied to my account. None of my payments have been returned or dishonored. This fee is unjustified and has never been explained or documented. Payments I made have been applied incorrectly, seemingly as if I were still on the original payment schedule of $ 870 monthly rather than the agreed repayment plan of {$730.00}. This misapplication has led to incorrect late fees and charges. The mismanagement extends to credit reporting, where the incorrect payment amounts and balances have been reported, potentially damaging my credit score unfairly. Despite repeated efforts to resolve these issues with the lender, including requests for detailed payment audits and corrections, the errors persist. The lender has failed to provide clear explanations or adjustments to reflect the actual payment history and agreed terms. I am seeking assistance from the CFPB to investigate these issues, ensure the lender correctly applies my payments, removes invalid fees and charges, updates their account records accurately, and rectifies any inaccurate credit reporting resulting from these errors. Despite repeated efforts to resolve these issues with the lender, including requests for detailed payment audits and corrections, the errors persist. I have contacted the lender multiple times by phone on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and most recently on XX/XX/year>. Additionally, I have sent emails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, consistently asking why my repayment plan has not been reflected on my account and why the old balance remains despite submitting all required notarized documents. The lender has failed to provide clear explanations or adjustments to reflect the actual payment history and agreed terms. I am seeking assistance from the CFPB to investigate these issues, ensure the lender correctly applies my payments, removes invalid fees and charges, updates their account records accurately, and rectifies any inaccurate credit reporting resulting from these errors. Supporting documentation, including payment records and the repayment plan agreement, are available upon request.

Company response to consumer: Closed with explanation