Consumer complaint received 2022-03-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Selene Holdings LLC
State: GA

Complaint narrative:
I am being unfairly treated by my mortgage lender and have been a 1 1/2 years challenge with customer service and accurate accounting and communication as it relates to my mortgage. 

I reached out to CFPB in XX/XX/XXXX seeking assistance with this problem while trying to get a forbearance in XXXX of XXXX. I was placed in an unauthorized loan modification and continually denied assistance. My request to pay mortgage was declined from XX/XX/XXXX to XX/XX/XXXX due to being in a false foreclosure ( I have never received documentation from an attorney 's office informing me I was either headed or in an active foreclosure- however Selene 's call center would not let me speak to my loan office and denied working out payment arrangements with me until XX/XX/XXXX ). 

I have had my attorney write letters to assist in getting accurate accounting and communication. Selene 's response was they were doing all they can to assist me in getting a loan modification when I was asking to simply pay up my mortgage. Finally in XX/XX/XXXX I was provided a reinstatement quote of which I asked for an explanation of the corporate/advance balance and a waiver of the late fees. It was agreed that all fees would be waived and for me to submit the {$12000.00} owed from XXXX - XX/XX/XXXX. I I was to receive a reinstatement quote for that amount the same afternoon. I did not receive the reinstatement quote and called the next and was assured it would come in a couple of week. I paid up my past due mortgage on XX/XX/XXXX with a cashiers check in the amount of {$12000.00} through express mail signed by a Selene staff in the XXXX, NJ office. I have been sending my payments this way every month to ensure proper documentation with signature because Selene Finance had not provided a reinstatement quote as of XX/XX/XXXX. 

My attorney sent Selene a certified mail letter requesting a Qualified Written Request under RESPA section 6 establishing what the additional fees are and an explanation why I owed these fees. I have not received a response, but another reinstatement letter dated XX/XX/XXXX and received at my home address on XX/XX/XXXX giving me until XX/XX/XXXX to pay a balance of {$3800.00} of which is in error for I am current on my mortgage to date. Selene has also added an escrow fee of XXXX and Corporate/Advance of {$1900.00} with no explanation requested by my attorney. In addition the fees are not {$720.00} more than the original quote in XX/XX/XXXX, yet I have been making timely payments each month to Selene since XX/XX/XXXX. However the new quote did not count for the XXXX payment so I know that will be amended. 

My complaint is the poor customer service, the dishonest information from more than XXXX customer service representatives since XX/XX/XXXX. I have submitted countless complaints to Selene Finance customer service via email and certified letter and have never in the entire process received a return phone call or honest communication. I was promised a reinstatement quote and for 3 months I have sent countless request for what was promised when I mailed my payment of {$12000.00}. And today they have not provided the documentation requested by my attorney 's office, but sent another quote which is inaccurate, but giving me less than 2 weeks to honor it.

It is clear I am having a one way communication with Selene Finance. I do not have the {$10000.00} it may cost in legal fees to bring Selene Finance to court. Selene Finance is accepting my monthly payment and is posting those payments to a suspended account. This is insulting and absurd. I am trying to avoid a court fees for due process- how do you accept my payments, but withhold an accurate accounting to reinstatement mortgage. 

My experience with Selene Finance as have extremely stressful and shameful. I am caring for my adult XXXX son with a diagnosed XXXX XXXX  and enlarged XXXX and XXXX XXXX. We do not need this kind of stress especially during a pandemic when I only asked for help with my mortgage payments of which by XX/XX/XXXX my income increased and I am doing well financially now and finally paid my back mortgage without their help. I want to move forward and get on the right track with this situation and need the help of the CFPB to inquire. In the meantime, I have my attorney the new reinstatement quote and hope we do not have to take Selene Finance to court for something so minor to correct. 

Thank you

Company response to consumer: Closed with explanation