ComplaintsforSelene Finance

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Approximately 8 months ago our mortgage was taken over from ***** by Selene. It was just before this that my wife and I had began the process of forbearance. We were told everything had been handled on *****s end and we would have a resolution soon. It was a week or so after this we then find out that our mortgage had been purchased by Selene. We then contacted Selene to begin the process all over again. We filled out said paperwork and awaited Selenes decision. After a set period of time we contacted Selene again and was told that they had never received the paperwork. Once again we resubmitted the paperwork and completed all steps as instructed by Selene however we received no communication from them whatsoever. However we noticed that the mortgage payment amount happened to be the exact dollar amount that ***** had modified our loan to initially so Selenes claim that they never received info from ***** is absolutely false. During this time I was employed for approximately 6 months which presented a hardship to my family. After a bit more time had passed we contacted Selene yet again to verify the status of our request to modify the loan and once again we were told they never received it yet we have documentation proving otherwise. This week we received a notice of a Trustee Sale for our property however we NEVER received any letter prior indicating they were sending us into foreclosure. Selene engages in fraudulent and unethical business practices we are now at risk of losing our home due to their actions

  Business response

  09/25/2024

  Dear Dispute Resolution Team:
  
  Please see the attached response. 
  
  Thank you, 
  Executive Resolution Team 
  Selene Finance LP

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 24th I was contacted by a representative whom told me that my auto payment for my mortgage was no longer active. I was told that I needed to go online and reinstate the auto pay. My payment was due on August 28th so I made a payment with the representative that phoned me. On September 2nd selene Finance withdrew another monthly payment via autopay. I had never reinstated the auto pay. When I called the company they told me it was reinstated by mistake on August 30 and they had taken an extra payment from me by mistake. I told them that this was now putting me in the negative and I needed the money return to my bank account so that I could pay my other bills. They informed me that this would take 7 to 10 business days even though in their notes and the person on the telephone told me that it was their mistake. Over numerous phone calls they refuse to let me speak to a manager kept giving me the runaround and refused to attempt to put the money back in my bank account. I have incurred numerous overdraft fees and have had multiple bills that I cannot pay and that are now late due to them withdrawing this extra money for my account. I pleaded with them explaining to them that this was all the money that I had and needed it so that I could travel to work by gasoline for my car and buy food so that I could eat. Again they just gave me the runaround refusing to let me speak to a manager telling me that the manager may get back to me within 24 to 48 hours which did not help my situation. This is extremely unfair and I do not understand why they are doing this to me. This is the second time this company has done this to me. It is beyond me at this day and age with electronic fund transfer that they cannot refund me the money immediately especially when a person needs this money to survive. I explained to them that I needed the money to travel to work so that I did not lose my job. The representative on the phone told me that if I lost my job I file for a hardship.

  Business response

  09/13/2024

  Dear Dispute Resolution Department:

  Please see enclosed response. 

  Sincerely,

  Customer Service Research
  ********************** LP

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a financial hardship letter requesting my delinquent mortgage payments to attach to the back end of my mortgage, or to pay more each month to catch up, I was denied. When I called and spoke to representative, asking who holds the mortgage. I was told I cant tell you. Selene is not willing to work with me during my hardship. Therefore, My home is in foreclosure. I have 2 kids in college, 2 dogs that would have to go to a shelter. I have no place to live.

  Business response

  09/20/2024

  Please refer to the attached response.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Selene,I am writing to express my strong opposition to the recent rejection of my loan modification application. Your decision is based on unjustified and incorrect facts, and I am providing several reasons why this decision is fundamentally flawed:Delayed Notification: I was transferred to Selene Financial after a two-month delay without any notification to me as the borrower.Ignored Documentation: The loan modification package I previously sent was completely ignored.Overlooked Application and Financial Information: My loan application and financial information were disregarded.Failure to Define Work Out Plan: We were not informed about what a work out plan entails.Poor Communication: There was a complete lack of communication regarding the additional documentation required.Lack of Transparency: We received a rejection letter without any clear explanation, leaving us in the dark about your companys **************** Registration Issues: We have been unable to register online to make payments or view our account.Unclear Payment Information: We do not know the payment amounts or due dates.Ignored Correspondence: All our emails have been ignored, and we have only received form letters in response.Disregard for Hardship: Our hardship letters detailing my wifes massive stroke and my severe heart conditions were completely ignored.Unjustified Payment Delays: Despite being with your company for less than three months, you claim we are two months behind on payments, which are already too high with a high interest rate, setting us up for foreclosure.Unacceptable Options: The three options you offered are totally unacceptable and do not help us keep our home Given these points, We have been with your company for less than three months, and it is clear that your goal is to take our home, especially when we are very sick.I urge you to reconsider your decision and provide a fair and just resolution to our situation.Sincerely,****** Deal

  Business response

  09/12/2024

  Dear Dispute Resolution Department:

  Please see enclosed response.

  Customer Service Research
  ********************** LP

  Customer response

  09/16/2024

  I disagree  with their findings:  Please read Dear Selene Finance Team,
  I am writing to express my strong disagreement with the response I received from you via email regarding my concerns. Your letter failed to address the serious health issues my wife and I are facingmy wife having suffered a massive stroke and myself having endured two heart attacks. It is deeply disappointing that you would consider foreclosure on us given our dire health prognosis.
  
  Your response was redundant and did not offer any relief. Instead, it merely reinforced your views and provided no explanation about the transfer to your company. There was no mention of how or why the transfer occurred, and you completely ignored the fact that two months had passed before we were even aware of the transfer, during which time you were already considering foreclosure.
  
  You mentioned that you still need documents, despite the fact that I have sent my bank statements, my wifes and my Social Security award letters, and a year-end statement of my wifes pension. I scanned and emailed this information to you, yet it seems you did not even open my emails. I could not use your site to upload the documents because the file size was too large.
  
  I feel that you are making judgment calls and ignoring everything I have sent, which is wrong. I reject your letter as it contains nothing but the same old information. It appears you are trying to convince the Better Business Bureau and Consumer Finance that you have addressed everything and done the right thing, which is completely false.
  
  Please note that I have set up payments to avoid foreclosure, as it seems Selenes goal is to find ways to take our home. We are vulnerable, and it feels like you will do anything to take our home away from us.
  
  Please direct this email to *******, who is supposed to be our contact person.
  
  Sincerely,
  ******

  Business response

  09/23/2024

  Dear Dispute Resolution Department:

  Please see enclosed response. Thank you.

  Customer Service Research
  ********************** LP

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to file a complaint with the **** against Selene Finance. Selene answered the complaint on June 27th, 2024, stating they are in the process of reimbursing the escrow account & once completed, I would be notified under separate cover. That was over 2 months ago. I have not received any information. Despite the fact that I informed Selene Finance that I am paying an inflated monthly payment because of their mishandling, & I am using almost my entire social security check to pay the inflated monthly payment, they keep dragging this out. I have been paying the inflated monthly payment since February. A new escrow analysis should have been conducted with the difference in escrow, with the reimbursed amount, which should lower the inflated monthly payment. Secondly, Selene Finance stated I needed flood insurance coverage in the amount of $231,891. My flood policy covered $89,000 (my principal ******************************* said I was deficient in coverage of $142,891 so they purchased force-placed insurance from my escrow, in the amount of $2647.80 to cover the deficiency. I then increased the coverage on my policy from $89,000 to $232,000, which is over $231.891 (the amount Selene claims I need) to replace the force-placed insurance. Selene Finance paid my insurance company the premium for this increased coverage, from my escrow, in the amount of $973 on August 10, 2024. Again, no new escrow analysis was conducted for the updated amount of removing the more expensive force-placed insurance, which would lower my payment. The inflated payment has remained the same without updating to the correct amounts. After increasing my flood insurance to $232,000 (more than the amount Selene Finance states I need) I received a letter dated August 13, 2024, stating I am deficient in coverage for flood insurance in the amount of $87,404. This is incorrect & yet another error. Thirdly, Selene Finance cannot explain a charge of $7943.40 labeled as MISC coverage on my last escrow analysis.

  Business response

  09/20/2024

  Please refer to the attached response.

  Customer response

  09/30/2024

  HI there,

  I was going to respond to the business response but I cannot.

  It states I have within 10 calendar days to respond and today is the 10th day but it has already been closed. 

  September ******* - September 30, 2024, is 10 calendar days, is it not?

  Thank you for any information you can provide.

  Take care,

  ******
  

  
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We just want an email or a phone call explaining our statement stated fees and why they weren't included in $9, ****** repayment.I've faxed documents, emailed and no response. In October 2023 we received letters in the mail stating notice of acceleration. I immediately contacted Selene's **************** and explained we've made the payment and want to keep our property. **************** informed me that we were fine and they saw the payment posted. On November 8, 2023 We received a letter in the mail from ******* and *****, P.A. stating the firm has been retained to conduct a non-judicial foreclosure sale of our home. I then call customer service once again to see what is going on. They tell me I need to file for assistance to get a repayment plan. I returned all paperwork asked for, check stubs, bank statements, etc. All while calling weekly to Selene to stay in touch about not wanting to lose our home. They would not receive a payment of any sort from September 2023 - January 2024. Reinstatement quote of $4,479.20 on December 12th statement. We did not have the funds during Christmas time to pay that in full so we agreed to a repayment plan. Our original mortgage payment was $652/mo. Our repayment plan given to us by letter was to deduct $1,536.99 on 3/01/2024, 04/01/2024, 05/01/2024,06/01/2024 with final being on 07/01/2024 in the amount of $1,537.00. Totaling $9,****** which we paid on time. Our online portal now says we owe $721 due date Nov. 1 (so we paid ahead which is great), but our statements aren't matching what the portal or automated system are saying. Our statement is still showing $2,911.58 due and on the statement, it says for late fees and other charges. Our agreement on the repayment plan was the $9,****** should have brought everything current and put us a clean slate. That was our understanding. I have all documentation. I just want someone to call or email me back. I've attached several documents, I've tried communicating with Selene about.

  Business response

  09/23/2024

  Please see attached response. 

  Business response

  09/23/2024

  Please see attached response.  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pay my mortgage online through my ***** **** pay. In July and August I made to the mortgage company. They said, they never got the payments. Up until July they have been getting the payments. I have statements from my bank showing the payments were withdrawn from my account and sent on time. I have also verified that the payments went to the correct address. One check was returned and I had the bank do a stop payment. The **************** has reported my husband and I to the credit bureau. We have always paid on time. I have communicated all of this with them along with statements showing our account was withdrawn. All I am asking is that they contact the credit bureau and have this removed.

  Customer response

  08/27/2024

  This is the last form of communication that I have sent to them.

  Business response

  09/20/2024

  Attached is Selene's response to the mortgagors complaint. Thank you, Executive Resolution Team

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Selene finance to inquire about an issue I faced with them in the past regarding my mortgage. While inquiring about this issue they stated I needed to pay for the month of June. The *** said please send in your proof of payment which I did. I sent them my bank statement showing proof of the funds drawn from my bank account. The ***resentative I spoke with who informed of this late payment was also very pre occupied it seemed and disconnected the line after I told her I emailed the bank statement. I then called back and I spoke with a different ***, he informed me no it isnt June payment they I missed, it was in fact the July payment. I again told him this was impossible it shows on my ********* statement that the money was drawn from my account and I proceeded to again send them this statement via email. Then my partner, ********************** called them with me on the line as well, and we spoke with a different ***. **** ***resentative informed us that it was in fact **** payment that was missed so they credited the payment I made in June for the missed May payment. I again informed them that this was incorrect . Before they could tell me no it was April at this point I was so frustrated I just sent them the April and ******** statement and I had already previously sent them June and Julys statement as well. Do to an error on Selene Finances part I now have two ***orted 60 day late payments on my credit ***ort with all three bureaus, from 2022, and now a new 30 day late payment ***orted on my credit again to all three bureaus as well do to Selene Finances error.

  Business response

  09/04/2024

  Dear Dispute Resolution Department:

  We are enclosing the response letter in response to the inquiry. The full response is being sent to the email address for BBB for loading as there is an issue with the size of response. 

  Sincerely,

  Customer Service
  ********************** LP

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  had a mortgage with Selene finance, was going to sell the property, requested payoff Selene finance sent me a payoff quote dated 04-16-2024 valid until 05-12-2024 for the amount of $707,093.95 on the payoff it stated the following: Funds received on or after May 12, 2024 will require an additional $ ****** interest per day.we ended up closing on May 15, 2024 so the title company sent out a wire of $707,508.79 which includes the 3 days of additional interest. however on May 16, 2024 Selene returned the wire stating the funds were insufficient, due to a escrow impound and short of approximately $2,000 i have no problem covering that $2,000 escrow impound, but as of right now they kept on going up and up with the payoff and charging me additional interest. i sold the property. i don't owe any additional interest since Selene was the one who decided to send back the wire because they claimed escrow was short, which is also not correct because they miscalculated the escrow. Selene finance returned the money with the sole intent to be able to charge me more interest i sold the property at a lose because the property was bleeding money what i am requesting is for Selene finance to honor there payoff quote as of the date of the wire which was May 15, 2024 plus the 3 days of interest which comes out to a total of $707,508.79 attached you will find original payoff quote along copy of wire we sent.

  Business response

  09/04/2024

  Dear Dispute Resolution Department

  Please see attached response. 

  Sincerely,

  Customer Service ********************** 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I obtained a loan modification from Selene Finance in May of 2024 all paperwork was approved and sign by both parties and the courts but Selene never took the automatic withdrawals that we agreed to in the modification agreement they called me last month and said they will file for foreclosure for none payment so I made 2 payments in the month of July asking them to speak with their supervisors in regards to this matter no has reached out to me but today sent me payment demand letters I feel like they set me up to fail by not adhearing to the terms of the modification agreement and are now calling me constantly to get caught up in my past due amount or face foreclosure

  Business response

  08/29/2024

  Please see attached response. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩