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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been trying to get a escrow analysis done since the end of April 2024, it is most the end of June 2024 and every time I call in to see the status of the escrow analysis they say that it is processing . They had did an escrow analysis that increased my mortgage from ******** to ***** since the beginning of April. I made the necessary changes to my homeowners insurance and ask that they resubmit my escrow analysis to get my payment back to where I can afford it and make my monthly payment on time . Every time I call in I get the same results that it is being processed and I should get something in the mail by the next week. I am making this complaint to get this resolved. It took them no time to increase my mortgage and Im not understanding why it is taking months for them to perform another escrow analysis I have been calling them and I have email track that they have been receiving my emails that I send to customer service . I am planning on selling my house because this customer service is unprofessional and Im not satisfied. Please help me resolve the issue of finally getting an escrow analysis done. The customer service with this company is unreliable and they say whatever just to get you off the phone .Business response
07/05/2024
Please see attached response.Customer response
07/08/2024
I have reviewed the business response and accept this resolution as it took me to have to file a complaint for them to finish the escrow analysis that should have been updated a couple months ago.Initial Complaint
06/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are trying to sell our home and our mortgage was transferred to Selene with lien through the **** as an MRA. However, the **** doesn't have a loan on file and has directed Selene to add the recorded amount to the current mortgage, stating it is the law, and to update the payoff and release the lien so that we can sell our home. Selene is refusing to do this. We are unable to sell our home u til the lien is released. Our closing was scheduled for last week. We can't pay off a loan that doesn't exist, and Selene is refusing to cooperate with the **** to resolve this issue. We moved out to be able to sell our house and can't afford to pay both rent and our mortgage. If we don't sell our house, we will lose it. We need to resolve this before the buyer backs out. The **** won't lift the lien, they said ***** has the mortgage and has to add the money back into the loan.Business response
06/28/2024
Dear Dispute Resolution Department:
Please see enclosed response.
Sincerely,
Customer Service
**********************
Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
my mortgage loan was sold to this company. my payments and information is updated via my account and access on their website. they continue to call me unsolicited, dont leave messages and when i speak to a live person try to get me to confirm personal information even though they call me. This seems like a scam and when a supervisor is requested they refuse.Business response
06/18/2024
Dear Dispute Resolution Department,
Please see the attached response.
Thank you,
Executive Resolution Team
Selene Finance LPInitial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made changes to my homeowners insurance policy which should've made me eligible for an escrow analysis. But Selene is doing everything to prevent my mortgage price from going down like is deserved. 3 months of asking for an escrow analysis, 8 different representatives telling me different things (rep. 1: oh, give us 2 weeks to complete the escrow analysis . Two weeks later, I call to check to see if the analysis was completed as promised and they said there's no evidence that an escrow analysis was ever looked into. Rep 2: oh, give us a month. A month later, still no escrow analysis ever started on. Rep 3:" give us two days. "Two days later and they still have not done an escrow analysis. The escrow analysis fiasco is just one of too many things they put me through. Meanwhile, my monthly mortgage was increased. There's also my loan modification nightmare, Selene not paying my homeowners insurance on time, losing documents and other bizarre irresponsibilities. I recently fell behind a couple payments on my mortgage and now they're threatening to accelerate my loan. My loan is in default and they will not allow me to make a normal monthly payment of $678 next month- it has to be DOUBLE that amount and an additional $2,189 to cure the default and get my account back on track and prevent foreclosure homes. Selene is giving me an unreasonable amount of time to come up with all this money...3 weeks. I asked why?! And all I was told was "ItS cOmPaNy PoLiCy". I am on disability, have lived in this home for 26 years and have assumed the loan after the original borrower, my mother, passed away 6 years ago. Representatives would not even try to sympathize with our situation. Selene has refused to work with me and my family. Their ultimate goal and only priority is to just drive me out of my home so they can take it for their own selfish reasons. I need my house to be able to live in; they don't.Business response
06/05/2024
Dear Dispute Resolution Department:
Please see enclosed response.
Thank you.
Sincerely
Customer Service
**********************
Initial Complaint
05/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Account#********** Our loan was recently sold and Selene became our new loan servicer effective 4/10/24.Our April payment was made to ******* Funding on 4/5/24.We made our first payment to Selene on 5/7/24, which also cleared on 5/7/24.I logged into our account and the following fees, dated 4/19, are showing due for our account.$628.11 Late Fee $15 Returned check fee How have we incurred an NSF and late fee from 4/19/24, when we just made our first payment to Selene on 5/7/24? My bank records do not reflect any rejected transaction on 4/19/24 nor should there have been any attempt to process a transaction by Selene on 4/19/24. Not to mention our banking information was not provided until we made our first payment on 5/7/24. We have made numerous attempts to speak with a representative and continuously get disconnected. The one time we were able to speak with someone he could not give an explanation for the fees and advised us to send an email to ******************* The only response we have received is an automatic reply that our email was received.Business response
05/30/2024
Please see attached response.Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am sending this request because I am have called this company since Feb 2024 to correct my payment for Jan 2024 and as of May 16, 2024nd the problem is still open. This been going on to long and when I called the company same thing we will look into and nothing. May 16, 2024 was the worse I was rushed off the phone and the tone of the customer service representative did not care about my issue and this been since Feb 2024, please can someone reach out to the *** or CFO to see if they can help me with this problemBusiness response
05/28/2024
Please see attached response.Initial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was 7 months delinquent with my veterans affairs mortgage loan with Selene finance.I was in contact with them tirelessly from Mar 23 thru Aug 23 requesting assistance/loan modification.I was denied and the appeal was denied.Finally in August 23 they offered me a Partial Claim thru the veterans affairs.Why did they wait till I was 7 months delinquent on my VA backed mortgage payments to offer the partial claim option to me....when it was an option the entire time through the delinquent period, unaware to me of this option.Business response
05/31/2024
Dear Dispute Resolution Department:
Please see the attached response.
Thank you,
Executive Resolution Team
Selene Finance LPInitial Complaint
05/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mortgage was purchased by this company from another lender. I temporarily fell behind on my mortgage payments, so I was referred to their loss mitigation department for a possible resolution.The only offer they proposed was to shorten my mortgage length and nearly double my interest rate. This will result in approximately doubling my payment. I explained this was a temporary situation that will soon be resolved and that I was only seeking a deferment of the past due payments.They also only allowed me one day for review of the modification documents. Obviously, they were hoping that I would sign just to get the deferment and not look at the fine print.This is predatory lending at its finest. Once again, the consumer gets screwed again by big business. They simply want to force me out of my home so they can sell it off at its current value which is twice what the current mortgage is.Business response
05/23/2024
Attached is Selene's response to the mortgagors complaint.
Thank you,
Executive Resolution Team
Customer response
05/23/2024
This is the response that I was expecting. They will do nothing. On May 9, 2024 I mailed out a payment of $3000.00 for five (5) payments and of course I keep trying to contact them via email at ************************************************** and of course there is no response from them. After numerous attempts via phone and numerous hours wasted waiting on hold or getting a customer service representative that can barely speak English and is of no value because you can't understand them, I did finally reach someone and inquired as to why the payment had not been credited to my account yet since it had been 12 days since I mailed it and the response was "we don't have it, it is probably lost in the mail". So, since then I have probably incurred more late fees and probably another "property inspection fee" which is another complete joke.
This company is simply in the business of forcing people from their homes through excessive "fees" so they can then sell the home for a large profit and make more money. It's the new American way. At this point I could care less what Selene Finance has to say on this matter, they are a s***** company run by a bunch of greedy a******* that destroy lives. I will continue on with my complaints with the Michigan ************************* as well as the ******************* of ********* and ********* Services. I pretty much knew what the outcome would be after simply reading all of the horror stories online about Selene Finance and their predatory lending practices.
Customer response
05/24/2024
I am rejecting this response because:
This is the response that I was expecting. They will do nothing. On May 9, 2024 I mailed out a payment of $3000.00 for five (5) payments and of course I keep trying to contact them via email at ************************************************** and of course there is no response from them. After numerous attempts via phone and numerous hours wasted waiting on hold or getting a customer service representative that can barely speak English and is of no value because you can't understand them, I did finally reach someone and inquired as to why the payment had not been credited to my account yet since it had been 12 days since I mailed it and the response was "we don't have it, it is probably lost in the mail". So, since then I have probably incurred more late fees and probably another "property inspection fee" which is another complete joke.
This company is simply in the business of forcing people from their homes through excessive "fees" so they can then sell the home for a large profit and make more money. It's the new American way. At this point I could care less what Selene Finance has to say on this matter, they are a s***** company run by a bunch of greedy a******* that destroy lives. I will continue on with my complaints with the Michigan ************************* as well as the ******************* of ********* and ********* Services. I pretty much knew what the outcome would be after simply reading all of the horror stories online about Selene Finance and their predatory lending practices.
Business response
06/14/2024
Dear Dispute Resolution Team,
Attached is Selene's response to the mortgagors complaint.
Thank you, Executive Resolution Team
Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Selene purchased our mortgage from our previous servicer, Specialized Loan Servicing, and took it over at the beginning February. Believing we were still with SLS, we made our January and February payment to them on February 2nd. We did not receive notification of the transference at all from Selene until we received a letter stating we were delinquent in March. We contacted our old loan servicer and they have stated they sent the payment to Selene on February 6th. However, Selene denies receiving these funds and will not allow us to make further payments until we are current.We have been calling weekly after our dispute was made. Each time they tell us they are investigating and need 7 more days each time. We have provided them with wire transfer check number from the transfer SLS performed and have not had any resolution with them locating the payment they were sent. With the late fees, we are being effectively extorted and punished for something thats is not our fault. In the meantime, they have offered a modification at double the interest rate at half our fixed monthly income. This is predatory against seniors and Selene has failed to bring this issue to a resolution and make an effort to locate the missing payment to resolve this even though all needed information for tracking has been supplied repeatedly.Business response
05/09/2024
Please see attached response.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********************** does not have an option to speak to a rep. ********************** has locked me out of my online account and there is no way to remedy this because I cannot speak to someone. I attempted to reset my account but the system will not allow it. Both phone messages from Selene and their website askes that I call and/or use my online account. However the servicer has a system that will not allow either ways to pay my mortgage or access my information. I want my account unlocked and the servicer should have an option to speak to a rep so homeowners can find solutions to questions and concerns. ********************** makes it difficult to manage one's account.Business response
05/16/2024
Dear Dispute Resolution Department:
Please see the attached response.
Thank you,
Executive Resolution Team
Selene Finance LP
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Customer Complaints Summary
260 total complaints in the last 3 years.
97 complaints closed in the last 12 months.