Consumer complaint received 2026-05-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Selene Holdings LLC
State: CA

Complaint narrative:
Borrower Name : XXXX XXXX XXXX Loan Number : [ Loan Number ] XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, CA XXXX Date : XX/XX/year> Previous letter attempting to contact These are the problems I have continued to have and when I email or call I can not get to a live person. To Whom It May Concern, I am writing to formally request a loan modification in connection with my active Chapter XXXX bankruptcy. This request is submitted in good faith to preserve my primary residence and to ensure my continued compliance with my court-supervised repayment plan. My financial hardship began following a work-related injury, which resulted in ongoing medical complications including but not limited to post-concussion syndrome and related conditions. These health issues significantly disrupted my ability to maintain stable employment and consistent income. I filed XXXX XXXX bankruptcy to reorganize my financial obligations and prevent foreclosure, and I remain committed to successfully completing my plan. Additionally, I have encountered significant servicing inconsistencies that have directly impacted my ability to make timely and accurate payments. Specifically : My loan was transferred to a new servicer in or around XXXX without prior notice, delaying my ability to obtain accurate account information. Due to my bankruptcy status, I was required to complete additional authorization documentation before being permitted to discuss my loan. When attempting to make payments, I encountered inaccurate system information, including a recorded balance of - {$0.00} owed. Customer service representatives were unable to provide a reliable monthly payment amount and directed me to a bankruptcy department without follow-up. I was informed that my loan was pending modification, despite never being contacted by loss mitigation or asked to submit documentation. These issues have created confusion and have interfered with my ability to remain current despite my good faith efforts resulting in severe emotional distress. As a California borrower, I request that this application be reviewed in compliance with the California Homeowner ACT Due to the ongoing inconsistencies in account information, payment processing issues, and communication during our active Chapter XXXX bankruptcy, we are respectfully requesting a reasonable loss mitigation solution that will allow us to maintain the loan and successfully complete the bankruptcy plan. We have received inconsistent messages from XXXX with regards to the application for modification, status ( which no documents were ever requested ) online access is unavailable. The automated recording states we owe XXXX cent and wont take our payments. I spoke to a rep who could not provide an accurate payment amount as she showed we were pending modification and we would be contacted which was XXXX months ago. I have reached out multiple times and filed complaints with the stare. Specifically, we are requesting that the existing arrears either : Be deferred and placed at the end of the loan term as a non-interest-bearing balance ; or alternatively, That one-half of the arrears be placed at the end of the loan, with the remaining balance spread over the duration of the active Chapter XXXX repayment plan in a manner consistent with our verified disposable income and bankruptcy obligations. This request is being made in good faith and is necessary due to financial hardship arising from work-related medical conditions, reduced income, and ongoing servicing irregularities, including conflicting payment information and barriers to obtaining accurate account details while under bankruptcy protection. We are seeking a sustainable resolution that complies with applicable California homeowner protections, federal bankruptcy procedures, and RESPA servicing obligations while preserving our primary residence and avoiding unnecessary foreclosure activity. We remain committed to curing the default and maintaining ongoing payments under modified terms that are financially feasible. A complete and fair evaluation of my loss mitigation application Protection from dual tracking while my application is under review Timely written notice of any missing documentation or deficiencies Accurate and consistent communication regarding my loan and payment obligations Additionally, I request that my account and prior servicing activity be reviewed for compliance with the Real Estate Settlement Procedures Act ( RESPA ) and its implementing regulations ( Regulation X ). The lack of accurate information, failure to provide consistent payment details, and absence of timely follow-up raise concerns regarding servicing obligations, including : Proper handling and response to borrower inquiries Maintenance of accurate account information Timely and complete communication regarding loss mitigation options Appropriate evaluation of borrower assistance requests I respectfully request that any errors or discrepancies be corrected and that I be provided with accurate, updated information regarding my loan status and available options. I am requesting a loan modification that results in an affordable monthly payment, consistent with my current financial condition. Approval of this request will allow me to : Maintain ongoing post-petition mortgage payments Remain compliant with my Chapter XXXX plan Avoid further delinquency or default Successfully complete my bankruptcy repayment plan My objective is to retain my home and make sustainable, long-term payments under modified terms. This outcome supports both my financial recovery and a more favorable resolution for all parties by reducing the risk of foreclosure. I am working with my bankruptcy counsel and am prepared to obtain any necessary court or trustee approval. I will promptly provide any additional documentation required. I respectfully request a prompt, thorough, and compliant evaluation of my application. I also request that all prior servicing discrepancies be fully investigated and corrected to ensure an accurate and fair review. Thank you for your time and consideration. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hello, We recently received correspondence from our bankruptcy attorney regarding this matter. As previously indicated, we have been attempting to communicate with your office since XXXX ; however, we have encountered numerous obstacles throughout the process. Initially, we were advised that your company did not have our loan. We were then informed that representatives could not speak with us due to the bankruptcy filing. Afterward, we were instructed to make payments online, but we were unable to access the account. We were subsequently directed to use the automated phone system, which reflected a balance of negative XXXX cent. When we contacted customer service again, the representative advised that she could not provide any account information and stated that someone would contact us. I specifically requested an immediate return call. My wife and I have made every effort to initiate an open line of communication in hopes of obtaining a loan modification and/or forbearance assistance. Given our active bankruptcy proceedings, we believed our request was under review. It was not until we submitted a formal escalation letter and filed complaints that any correspondence was generated. Even then, the communication was sent directly to our attorney rather than to us. That said, I will resend all requested documentation promptly. My wife suffered a work-related injury and is currently receiving workers compensation benefits, and I have also undergone XXXX. Despite these hardships, we are confident in our ability to resume and maintain our regular monthly mortgage payments moving forward. Accordingly, we respectfully request that the arrears be deferred and placed at the end of the loan term. Additionally, according to our homeowners insurance provider, prior requests for information allegedly went unanswered until we filed a complaint with the state. Please contact my wife directly regarding any additional documentation or information needed to move this process forward. We appreciate your time, attention, and cooperation and hope to resolve this matter promptly and professionally. XXXX and XXXX XXXX XXXX Borrower Name : XXXX XXXX XXXX Loan Number : [ Loan Number ] XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, CA XXXX Date : XX/XX/year> To Whom It XXXX Concern, I am writing to formally request a loan modification in connection with my active Chapter XXXX bankruptcy. This request is submitted in good faith to preserve my primary residence and to ensure my continued compliance with my court-supervised repayment plan. My financial hardship began following a work-related injury, which resulted in ongoing medical complications including but not limited to post-concussion syndrome and related conditions. These health issues significantly disrupted my ability to maintain stable employment and consistent income. I filed XXXX XXXX bankruptcy to reorganize my financial obligations and prevent foreclosure, and I remain committed to successfully completing my plan. Additionally, I have encountered significant servicing inconsistencies that have directly impacted my ability to make timely and accurate payments. Specifically : My loan was transferred to a new servicer in or around XXXX without prior notice, delaying my ability to obtain accurate account information. Due to my bankruptcy status, I was required to complete additional authorization documentation before being permitted to discuss my loan. When attempting to make payments, I encountered inaccurate system information, including a recorded balance of - {$0.00} owed. Customer service representatives were unable to provide a reliable monthly payment amount and directed me to a bankruptcy department without follow-up. I was informed that my loan was pending modification, despite never being contacted by loss mitigation or asked to submit documentation. These issues have created confusion and have interfered with my ability to remain current despite my good faith efforts resulting in severe emotional distress. As a California borrower, I request that this application be reviewed in compliance with the California Homeowner ACT Due to the ongoing inconsistencies in account information, payment processing issues, and communication during our active Chapter XXXX bankruptcy, we are respectfully requesting a reasonable loss mitigation solution that will allow us to maintain the loan and successfully complete the bankruptcy plan. We have received inconsistent messages from XXXX with regards to the application for modification, status ( which no documents were ever requested ) online access is unavailable. The automated recording states we owe XXXX cent and wont take our payments. I spoke to a rep who could not provide an accurate payment amount as she showed we were pending modification and we would be contacted which was XXXX months ago. I have reached out multiple times and filed complaints with the stare. Specifically, we are requesting that the existing arrears either : Be deferred and placed at the end of the loan term as a non-interest-bearing balance ; or alternatively, That one-half of the arrears be placed at the end of the loan, with the remaining balance spread over the duration of the active Chapter XXXX repayment plan in a manner consistent with our verified disposable income and bankruptcy obligations. This request is being made in good faith and is necessary due to financial hardship arising from work-related medical conditions, reduced income, and ongoing servicing irregularities, including conflicting payment information and barriers to obtaining accurate account details while under bankruptcy protection. We are seeking a sustainable resolution that complies with applicable California homeowner protections, federal bankruptcy procedures, and RESPA servicing obligations while preserving our primary residence and avoiding unnecessary foreclosure activity. We remain committed to curing the default and maintaining ongoing payments under modified terms that are financially feasible. A complete and fair evaluation of my loss mitigation application Protection from dual tracking while my application is under review Timely written notice of any missing documentation or deficiencies Accurate and consistent communication regarding my loan and payment obligations Additionally, I request that my account and prior servicing activity be reviewed for compliance with the Real Estate Settlement Procedures Act ( RESPA ) and its implementing regulations ( Regulation X ). The lack of accurate information, failure to provide consistent payment details, and absence of timely follow-up raise concerns regarding servicing obligations, including : Proper handling and response to borrower inquiries Maintenance of accurate account information Timely and complete communication regarding loss mitigation options Appropriate evaluation of borrower assistance requests I respectfully request that any errors or discrepancies be corrected and that I be provided with accurate, updated information regarding my loan status and available options. I am requesting a loan modification that results in an affordable monthly payment, consistent with my current financial condition. Approval of this request will allow me to : Maintain ongoing post-petition mortgage payments Remain compliant with my Chapter XXXX plan Avoid further delinquency or default Successfully complete my bankruptcy repayment plan My objective is to retain my home and make sustainable, long-term payments under modified terms. This outcome supports both my financial recovery and a more favorable resolution for all parties by reducing the risk of foreclosure. I am working with my bankruptcy counsel and am prepared to obtain any necessary court or trustee approval. I will promptly provide any additional documentation required. I respectfully request a prompt, thorough, and compliant evaluation of my application. I also request that all prior servicing discrepancies be fully investigated and corrected to ensure an accurate and fair review. Thank you for your time and consideration. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation