Consumer complaint received 2026-05-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Selene Holdings LLC
State: TX

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding repeated accounting and payment processing issues with my mortgage servicer, Selene XXXX XXXX. I am also requesting that my mortgage servicing be transferred to a different servicer due to ongoing problems that have caused financial hardship, unnecessary stress, and significant amounts of time spent attempting to correct their errors. In XX/XX/year>, Selene XXXX withdrew two mortgage payments from my account when only one payment should have been taken. I contacted Selene XXXX and requested that the duplicate payment be returned. Initially, one payment was returned to me by check, and then another payment was later returned directly to my bank account without my knowledge or authorization. This created substantial confusion and resulted in numerous phone calls between myself and Selene XXXX because they later claimed they never received my XXXX payment, despite the fact that they had originally withdrawn two payments from my account. All I had requested was that the duplicate payment be refunded. What should have been a straightforward correction turned into a prolonged dispute that took approximately two months to resolve. Eventually, the issue was escalated to the secretary to the president of Selene XXXX before it was finally corrected. However, despite the matter being resolved, Selene XXXX subsequently reported my payment as late within their system, even though the delay was directly caused by their mishandling of the duplicate payment situation. As a result of that reporting, I was later restricted to making payments only through certified funds. Then, on or about XX/XX/year>, I contacted Selene XXXX to make my XXXX mortgage payment. During that call, I was specifically informed by Selene XXXX that I was permitted to make the payment through an ACH transfer. I proceeded with the ACH payment as instructed. According to Selene XXXX, the ACH payment was supposedly returned on or about XX/XX/year>. However, when I contacted Selene XXXX in XX/XX/year> to make my XXXX payment, I was informed that my XXXX payment had never been received. I possess proof that the XXXX payment was deducted from my checking account. Additionally, a three-way call was conducted between myself, XXXX XXXX XXXX XXXX , and Selene XXXX . During that call, XXXX XXXX confirmed that the funds were withdrawn from my account on XX/XX/year>, and that the funds were never returned to my account. Selene XXXX states they have no record of the payment being credited to my mortgage account, yet they are unable to explain where the funds were sent or what happened to the money after it was withdrawn. As of today, the XXXX payment remains unaccounted for. To avoid further issues, I have since sent a cashiers check for my XXXX payment. At this point, I no longer have confidence in Selene XXXX ability to properly service my mortgage account. I have experienced repeated accounting errors, inconsistent information from representatives, improper late payment reporting, and unresolved payment discrepancies. These ongoing issues have consumed substantial personal time and caused unnecessary stress while I am simply attempting to make timely mortgage payments. I respectfully request that the CFPB investigate these issues and assist in facilitating the transfer of my mortgage servicing to a different servicer. I also request a full investigation into the missing XX/XX/year> payment and correction of any inaccurate late payment reporting associated with these incidents. Thank you for your time and assistance regarding this matter. Sincerely, XXXX XXXX Email : [ XXXX ] ( mailto : XXXX )

Company response to consumer: Closed with explanation