Consumer complaint received 2025-05-06 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: CA

Complaint narrative:
I applied for a loan modification when my loan was serviced by XXXX XXXX. They sold my loan to XXXX XXXX and denied the application stating I would have to reapply with the new servicer. I requested a loan modification application from XXXX starting the last week of XXXX. I kept calling because I had no online access. I sent emails, mailed letters and called. I finally reached a kind woman that apologized for the run around. She helped me get online access and emailed me the loan modification application that I completed and emailed back the same day XX/XX/XXXX. She stated that the current sale date of XX/XX/XXXX would be rescinded once the application was received. 

I called every Friday for status and they kept saying we don't have it. One person even said the sale date is still on, but couldn't give me a date. I received an email that my application was reviewed and they needed some documents to be uploaded into their system. I went in and tried uploading, but received an error message that uploading was unavailable at this time. I emailed the documents to : XXXX, the address provided to me on XX/XX/XXXX. I called on XX/XX/XXXX asking for assistance and confirmation, customer service could only state that nothing shows being received. This seems to be the standard reply, you ask for a supervisor and their reply is It won't help they will tell you the same answer. Then they put you on hold and come back and tell you a supervisor will call you within 48 hours. Yet they never call you. I called on XX/XX/XXXX, I again reached a woman that was kind and walked through what was missing. She said they received the application on XX/XX/XXXX, but just got to it on XX/XX/XXXX. I emailed the documents again on XX/XX/XXXX. 
She said to give it two weeks for them to review. I also stated that they had reported the sale date on my XXXX XXXX that is a clear violation of the BK rulings. She asked me to include that in my email. 

On XX/XX/XXXX I received 34 mailed notices to my home stating that a sale date of XX/XX/XXXX, has been set. No phone calls to me no other notices and I am unable to correspond through their online portal. 

I called and spoke with XXXX XXXX, he stated since I have not sent in the requested documents a sale date was issued. I went over all my calls, emails and proof I have no access to upload online. He became impatient when I asked for a supervisor. When I asked why he was bothered by my request he became short and condescending with me. He placed me on hold and checked back with me three times. I have to say his demeanor changed by the third hold, which I appreciated. 

I intend to keep my home. I have over 60 % equity in my home. I am over the repercussions of XXXX and the XXXXXXXX XXXX XXXX  struggles. I make more than enough to pay my mortgage, but non one will assist me. They know that if they do not offer me a loan modification, I will file XXXX which will only delay them receiving payments. 

With XXXX, XXXX XXXX

Company response to consumer: Closed with explanation