ComplaintsforSelene Finance

Financial Services

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Customer Complaint:

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Initial Complaint
08/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I AM REQUESTING MY ACCOUNT BE ESCULATED TO UPPER MANAGEMENT IMMEDIATELY TO RESOLVE MY PAYMENT AND ESCROW ******** Mortgage payment troubles started when my account changed hands to Selene Finance in January of 2024 without my permission. Nevertheless, I paid $1353.59 from Feb-June,2024 with no problems. Around June 15th I received a letter stating that an analysis determined that I was going to be $2636.00 short and I had an option to pay the shortage by July ****** or my mortgage will go up to $1600 per month for 12 months. I immediately called them to get detailed information of why I am all of a sudden short? Where did all of my escrow money go? I am current....I want detailed information. Many **** told many various reasons: 1. It's because of your property taxes (NO, I CALLED THEM AND IT WENT DOWN) 2. It's your insurance (NO, I HAD IT LOWERED) 3. You had a negative balance when we acquired your loan(NO, I HAVE THE PREVIOUS LOAN HISTORY SUMMARY). The **************** at ********************** is beyond terrible. As of today 8/13/2024, I have sent my July 2024 payment 3 times and it has been RETURNED.I REFUSE to send anything higher than the payment that I sent from FEB-JUN. I have told the **** that I want to keep my payment the same and I will pay the shortage when they can send me detail information on why my escrow is short and if this is the case, I need to know exactly what the true amount is, so that I can pay it. My request for the Loan ******* History and Escrow breakdown should not be a difficult task.July ****** @ Sent $1353.59 July 1****** @ Returned $1353.59 from Selene- July Pmt July ******* @ Resent via online banking $1353.59 July ******* @ Returned again $1353.59 from Selene -July Pmt August ****** @ Resent via online banking $1355.00 August ******* @ Returned again $1353.59 from Selene - July Pmt August 9, 2024 @ Sent $1352.18 - August ******* Previous Successful payments: $1353.59 Feb 2, Mar 8, April 10, May 20, June 7
Business response
08/27/2024
Dear Dispute Resolution Department,
Please see enclosed response
Sincerely
Selene Finance
Customer Service
Customer response
09/01/2024
THIS IS A PARTIAL REJECTION STATEMENT
Subject: Dispute of Mortgage Payment Increase and Request for Clarification

Dear Selene Finance,
I appreciate the detailed breakdown of my account information that I have finally received on 8/29/2024. I have been requesting the breakdown of my account since mid June 2024, when I received the first letter regarding the projected shortage concern. I have always been willing to pay the escrow shortage when I had clarity on why they perceived a shortage and what caused the shortage.

However, I must adamantly disagree with the assertion that I contracted to pay $1,451.12 for July or $1,427.72 for August. (Which one is it?) This statement is false. Your company unilaterally increased my mortgage payment without providing adequate notice or the opportunity for me to understand the changes, particularly while you were actively investigating my account.

As I communicated to your representatives in mid-June 2024, I expressed multiple times that I would be willing to pay the escrow shortage, provided I received a clear breakdown explaining the projected shortage. Additionally, I explicitly stated that I did not consent to any increase in my mortgage payment.
Despite this, your company proceeded to raise my mortgage payment without my consent and subsequently refused to accept my mortgage payments for July and August. This refusal has unfairly created the appearance of delinquency on my part, which I categorically reject.

I request that you rectify this situation by reinstating my original mortgage payment amount of $1,353.59, accepting the shortage payment, and adjusting my account to reflect that I was never delinquent.

To amicably resolve this Issue, I will pay the projected shortage of $2,636.06 & July, Aug & Septembers payments of $$1,353,59/per month Immediately. Again, my mortgage was increased prematurely (1) without my consent, (2) After being told that I had the option to pay it in full or make payments, (3) during an active customer investigation/another data analysis request, (4) After being told by multiple Selene service representative various reasons why I have a projected shortage, (5)Lies that there were no record of attempts to make current payments for July, (6)with multiple mortgage payment increase amounts requests($1,600.37, $1,451.12, $1,427.72.) (7)an inadequate time to pay the requested proven shortage and lastly (8) By your own admission in the letter sent on (Please see all attachments)

Please address this matter promptly to avoid further complications.

Sincerely,
********* ******
Business response
09/10/2024
Dear Dispute Resolution Department:
Please see enclosed response.
Sincerely,
Customer Service
********************** LP
Initial Complaint
08/12/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am not liable for a debt with Selene Financial. I do not have a contract with Selene Financial. They did not provide me with the original contract as requested.
Customer response
08/13/2024
It was during a call when I informed them that I felt that I was being hacked. I have never had a contract with Selene Financial
Business response
08/22/2024
Please refer to the attached response.
Customer response
08/26/2024
I am rejecting this response because:
I am rejecting this response because:
My prior correspondence with Selene Financial was / is to establish if I truly now owe Them since I entered and signed no contract with them. I see their response that loans can be sold to multiple 'servicers'. Prior to Selene Financial, I was informed by Another servicing company (******* Funding) that I owed them money now and was in default due to allegedly not paying on my original loan. I was confused and upset by this because I was indeed making on-time monthly payments of $53.08 to *** Mortgage coming directly out of my checking account on the first of each month. I have receipts from each automated monthly withdrawal as well as bank statements from ************* (which is now bought out by M&******). Even during the time of receipt of the letter from ******* Funding, I had just made a payment on the loan so I started to think that I was being hacked and being manipulated into sending money to a false company *Especially when they were saying that I was not making any payments. I explained to ******* Funding that I had receipts that I was making payments to *** mortgage and that I needed to contact someone there for additional proof as I started to worry that I was being scammed by **** I spoke to someone at Selene Financial a couple of months ago to again try to establish whether or not I was being scammed. I also inquired if owed all this money, then why was this never reported to the credit bureau. I was told that, "This type of loan does not get reported". With that being said, I wanted to take my time to figure things out, and reset up the proper payment plan with Selene if it was determined that I had to now start paying them. but the issue remains is that First ******* Funding and now Selene Financial was saying that I had not made a payment since 2021, which is not the case. This statement is what had me worried that I was sending monthly payments to 'someone' and not getting credited o
r acknowledge for it. I contacted Selene Financial again recently because my credit score went from the min 800's down to the poor 600's due to Selene Financial now showing up on my credit report. Someone who has worked to get a high credit score would not disregard a $53.00 monthly payment. I do not mind having to pay my debt or resume paying but I disagree with my credit report now negatively being impacted due to stating that I have not paid since 2021. I have monthly formal receipts from my monthly auto pay in 2022 and 2023 up until *** sold the load to ******* Funding, whom I was not sure was a real company or not. I can submit to the BBB and Selene Financial upon request, however, this site only allows me to submit 5 attachments. Please advise; and I thank both the BBB and Selene Financial for your time into looking into this matter. )****** ******
Initial Complaint
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My house was destroyed in hurricane *** and we had to sell our property due to not being able to afford in January 2023. Since then, I received another insurance check that has both my name and Selene Finance on the check. We no longer own the property and we need Selene to be taken off the check. I have been trying for months to get a hold of someone and it has resulted in zero response. The insurance company said they need a loan satisfaction letter that must state that our mortgage was paid in full. It also has to have our loan number on it and it has to be on the banks letterhead. I dont understand why this company is so impossible to reach! This is for our property that was located at ******************************************************************. Loan No: **********
Business response
08/22/2024
Dear Dispute Resolution Department:

Please see the attached response.

Thank you,
Executive Resolution Team
Selene Finance LP
Initial Complaint
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had to claim bankruptcy do to Selene Finance refusing to accept my mortgage payment I have bank statements mortgage company to the funds out but never applied it to my monthly /monthly mortgage company is not budging to assist in anyway I had to claim bankruptcy I had to hire attorney I had to protect my house from being foreclosed they charging for city taxes I already paid to the city of ************ claiming bankruptcy they offered a/proposal ridiculous amount that is too high I don't trust my mortgage company we did not accept our attorney informed us yesterday they are not willing to help us bankruptcy is suppose to help us not hurt which made our trustee pay go higher because Selene Finance said we were not paying our mortgage and they added property taxes to the mortgage that we already paid for l also Selene Finance representatives are rude please help us mortgage company is not helping us at all my attorney has all supporting documents *********************** ***************************
Business response
08/21/2024
Please refer to the attached response.
Initial Complaint
08/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This Selene Finance Co has overcharged me my monthly payments since I have been with them. More recently they sent me a letter of preforeclosure stating that I did not pay 3 months of my mortgage which was a FALSE STATEMENT, because they placed 2 months in a suspense account and did not apply my payments to my mortgage. This sounds illegal to me. I hadn't paid 1 month and was waiting for help from TX homeowners assistance program to pay for me but they ran out of money. This company tried to falsely FORECLOSE ON ME! I got sick from it. I had to go online ******** and beg for extra money to pay them, and by the time I got the $ in the mail, the whole problem was eradicated. They then took it away. In the meantime they have done everything to ruin my credit rating by saying I had not paid my mortgage and was late in payments every month, which was FALSE. They reported falsely on my credit companies! This is defamation! They sent people to check if I was living in the house and then CHARGED me for it! They charge exhorbitant late fees every month and I am not paying them late! They are impossible to get on the phone and sometimes will not allow me to make my payment unless I pay sometimes thousands of $$ more than I owe! They are fraudulent and crazy. And they should not be allowed to do any business at all in the ***. It is an abomination that predatory companies like this can exist. I email them daily to explain this or that and it takes them forever to respond and when they respond, their details are totally incomprehensible. Their mortgage statements are incorrect and include payments due that have been paid but they cannot do their accounting correctly so they blame the home owners, threatening them with these huge payments due. It's an abomination. They should be closed down forever.
Business response
08/28/2024
Dear Dispute Resolution Department:

Please see the attached response.

Thank you,
Executive Resolution Team
Selene Finance LP
Initial Complaint
07/31/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mortgage account was transfered to Selene in ********* 2024. My account was under review with previous servicer for a workout program and I was told that it was going to be forwarded to the new servicer - Selene for follow up. I have spoken to numerous representatives at Selene and I keep getting told that it could take 60 days for everything to be transfered. It is over 60 days and still no update and during this time the new servicer - Selene has reported my account to be over 180 days late even though the previous servicer - Select reveresed all negative credit reporting in June 2024 until everythign was resolved. I want the new lender to contact the credit bureaus to reverse the negative credit reporting. Section 6 of RESPA states that a servicer cannot report any adverse information for 60 days after receiving a Notice of Error. The notice was sent numerous times and they are still reporting adverse information.
Business response
08/05/2024
Please see attached response.
Customer response
08/05/2024
I am rejecting this response because: Information in the letter dated August 5, ***************************************************************************** the submitted and reviewed loss mitigation assistance application. I submitted bank statements and Profit and Loss Statements for my personal income and for income from the company that I owned. My income was higher and my expenses were lower than what they responded to me via letter. I called and spo to numerous representatives from the company and went in detail what I was looking at in regards to bank statements and Profit and Loss Statments. The representatives agreed with me and saw the documentation that I submitted and I was told on numerous occassiosn that they would notify the department that was working on the workout application. However, it was never corrected when I received written correspondence and I was told to submit letter with documentation to the Right to Appeal and Notice of Error or ******************************** which I did. The only response that I received was via letter stating that they were working on it and they would forward everything to the new servicer Selene. I recently received a letter in late July from SPS - previous servicer stating they were reviewing what I submitted. The response letter from Selene dated August 5, 2024 also states that a new application was needed as there was a change in circumstances. There was never a change and I was never told that I needed to submit a new appliation until recently. I did submit a new application to the new servicer Selene in July 2024. The letter also states that I was not being reviewed for assistance when transfer was made on March 25, 2024. This is not true, because I have nunerous letter from SPS statign that my dispute ****** were being reviewed and would be forwarded to new servicer - Selene. The letter in August also states that the new application was not complete. Selene has not contacted me via letter, phone or e-mail stating what else is needed? There have been numerous errors done by both SPS and Selene and thus no negative credit reporting should be taken place until this is resolved. SPS did sned me a letter statign that they were revoking the negative credit reporting due to all of the errors that have transpired and I want Selene to do the same until everything is resolved.
Customer response
08/11/2024
Please see attached letters requesting support for fees, charges and payments, realted to balances. In addition, see letter from company stating that per Section of RESPA they cannot provide negative information to credit bureaus during 60 day review period. They have not provided me with anything to date.
Customer response
08/11/2024
Please see attached letters requesting support for fees, charges and payments, realted to balances. In addition, see letter from company stating that per Section of RESPA they cannot provide negative information to credit bureaus during 60 day review period. They have not provided me with anything to date.
Business response
08/15/2024
Please see attached response.
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 29, 2024 I sent the requested Selene documentation for the modification application and more on April 30, 2024. Every time I called Selene finance representative advised me that the modification packet wa being worked on. The last time I called Selene representative advised me to call back after July 4th holiday. When I called back I was told the modification packet was denied because I didn't submit the documentation.. So I forwarded the selene representative the email correspondence and after reviewing the representative changed to I submitted the documents late. Then I requested an cure debt letter from selene, was sent via email, and I sent on July 19, 2024 a certifiedcashier cheek ******* and mail to the address on the letter. Now Selene is holding my check and saying they can't find out
Business response
08/02/2024
Dear Dispute Resolution Department,
Please see enclosed response.
Sincerely
Customer Service
********************** LP
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Selene Finance states on their website that they report all payment activity to the three credit bureaus. I've called twice to ask them why my mortgage isn't showing up on my credit report and they said it would take a few months. The mortgage is now a year old and it isn't showing up on my credit reports. I find it misleading that they state they report all activity, when in fact they do not.************************************
Business response
08/09/2024
Please refer to the attached response.
Initial Complaint
07/27/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have late payments from SELENE ***** on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payment
Business response
08/12/2024
Dear Dispute Resolution Team, Attached is Selene's response to the mortgagors complaint.
Thank you, Executive Resolution Team
Initial Complaint
07/24/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Selene finance holds a mortgage in the name of a person who has been deceased for almost two years now. I have been appointed through the court as administrator over an estate. I have spent months fighting with Selene to acquire documents regarding the mortgage they are holding. My attorneys have spent months attempting to reach anyone that knows what they're talking about and Selene continues to delay and ignore court orders to provide documentation. This has cost me tens of thousands of dollars. The house tied to the mortgage is sold, but now about to go out of contract as Selene has failed to provide a pay off amount for almost 2 months. Every time I call them I get a different answer but none of them ever have any success getting any closer to what we need.
Business response
08/08/2024
Please refer to the attached response.
Customer response
08/08/2024
While this situation was resolved it took several months. Selene Finance's documented timeline is not accurate. After 5 months and under threat of litigation. Less than 24 hours before the 30 day postponed sale of the house we finally received payoff. Selene finance inappropriately delayed authorization. Ignoring court orders for several months before complying. While I had the ability to spend almost 15 thousand dollars in attorney fees fighting this, I worry other families can't and selene is operating a malicious mortgage collection service.

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