Consumer complaint received 2025-06-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Selene Holdings LLC
State: OH

Complaint narrative:
This has been going on for almost 5 years now. We had a property destroyed and lost 12 months of rent as we had to repair the condo during covid and then XXXX hit and we were offered forbearance by XXXX XXXX. My mother passed away in XX/XX/XXXX and then XXXX XXXX XXXX our XXXX XXXX XXXX son took his life. XXXX XXXX offered XXXX additional months of forbearance and assured us that the deferred amounts would be rolled into our loan. We owed XXXX at the time and the home was valued at XXXX. Our payment was XXXX for a XXXX XXXX XXXX  percent loan. 
Unfortunately the loan was sold to XXXX XXXXXXXX XXXX and the agreement with XXXX XXXX to roll over the deferred amount disappeared when we went to XXXX. To get things straight we had them do a loan modification and for some reason they only saved us XXXX a month in payments but took our loan from a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Great for them but not good for us. They continued to ask for a lump sum payment. We made the trial payments and they basically created their own rules. They did only take less than a month to do the loan modification. They then sold the loan to XXXX XXXX, Selene Holdings, whatever their name is. All of my correspondence is from XXXX XXXX but for some reason you can not file a complaint against XXXX XXXX There is a website XXXX XXXX XXXX  you might want to read it. They are destroying peoples financial lives and XXXX the CFPB is helping them. XXXX took over XXXX  months to do a loan modification. They asked for business bank statements for XXXX months in a row and our incompetent attorney that we paid XXXX a month to fight for us did absolutely nothing. In XXXX XXXX XXXX destroyed out credit. For 11 months, XXXX and XXXX XXXX services BOTH listed our loan as being serviced by them. Doubling the amount of our credit on credit reports. A new attorney with XXXX experience SHOULD have found this. They also increased out reinstatement fee by XXXX and our XXXX a month payment on a 30 year XXXX percent mortgage is now in a XXXX XXXX trial period at XXXX percent with a payment of XXXX a month. the sad thing is we finally have the former attorney General of the state of Ohio as our attorney and they have found multiple errors and XXXX has not provided the documents requested over XXXX months ago. it makes me sad that a XXXX XXXXXXXX XXXX grieving the suicide of his son has to put up with and be absolutely mauled financially by XXXX and the CFPB is helping them do this. XXXX decided to remove XXXX XXXX  as a way of listing them as a shady company rip [ ping people off and the lack of any proactiveness from CFPB reps is appalling. You send emails. You want for a response and your performance is based on how soon the people being complained about respond. XXXX was handed over XXXX loans during XXXX and their investors basically run the XXXX mortgage industry. the consumers have no chance. They have their own rules and your agency is ill equipped to help out consumers. I am not expecting anything from you because i have put this complaint in XXXX different times and the companies that are screwing over Americans with respect to our mortgages only have to say they responded and things were good from their end. That is exactly what XXXX XXXX XXXX did to us. they said we were in forbearance too long. They ONLY offered lump sum. how could we be in forbearance too long when XXXX XXXX voluntarily offered XXXX additional months after XXXXXXXX XXXX XXXX XXXX. I am embarrassed for all involved that seem to think that is the right thing to do to a XXXX XXXX grieving the loss of his son. Your system is broken. it favors the investors behind these Mortgage services companies. Victims of XXXX XXXX. XXXX a real thing and we have nobody fighting for us.

Company response to consumer: Closed with explanation