ComplaintsforSelene Finance

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 26, 2024 my ********** sent a double mortgage payment in error. Within 2 days I notified Selene Finance of the error and requested the $3547.34 payment be returned to my Chase account number. Over 12 emails and 8 phone calls to customer service has rendered zero response. There is no customer service at **********************. I sent a pdf of the Chase statement showing the double payment. It is now June 27, 2024. I am beyond anger to describe how I feel about 1. No response and 2. No return of funds to my bank account. Do not do business with Selene Finance.

  Business response

  07/17/2024

  Please see attached response. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We settled with the sale of our property on 4/29, on May 1st an automatic mortgage payment came out of our account for $818.89. Once realizing the payment came out on May 2nd I tried signing into our Selene online account however it had already been closed due to them receiving the full payoff amount from settlement. I then called to see how long it would take to get our payment back I was told it would be one to two weeks. Around 5/13/24 we received the extra money from our escrow account but didn't receive the extra mortgage payment. My husband then called and they said it could take up to 30 days to receive payment. Again we waited to the 30 day point and no payment, he then called again and was told it could take ***** days. Each time we call they change the amount of time it'll take and no one can speak on the return. On this call we were told that someone would reach out to us in 24-48hrs, surprise no phone call. My husband then called again speaking to this person we learned that we were escalated up to a special office because we told them that if this continues and we get no where well file a complaint with the BBB. She said that once its there she can't do much. What would you do if you kept getting a different answer each time. They had no problems getting their full payout and sending the extra escrow money, what is the hold up with the extra mortgage payment that was set up on auto pay?

  Business response

  07/18/2024

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

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am behind on my payments due to a financial hardship and have been trying to work something out with Selene finance. My loan was sold to them several months back and it has been extremely difficult working with them. I have tried to work a payment plan with them in good faith and it has been extremely stressful. I was denied the first mortgage loan modification I submitted. I was sent a notice of default and had to borrow money so my home wouldnt go into foreclosure. I recently submitted another loan modification form and submitted all my correct documents my income verification for myself and for the other person by June 7, when the deadline was June 9 I called and verified they had everything. I then called again and was told that it was not in my file, but that they did have it, and today, June 14, I called and was told a letter stating that my modification was terminated because my documents for income were not received and therefore I was not approved for loan modification. The representative told me that I would have to resubmit once again for a loan modification. This is extremely Stressful for me I do not have a computer. I am on disability. It cost me money to go to a store to pay to have all the documentation sent to them. I have also been trying to work with different nonprofit organizations to help get The past payments have sent them w9 form So that a local nonprofit will help get my past payment current as well and its a nightmare to even get the documents sent back to me. Their email system does not even let me open any documents at all to view to e forms they return. And now I am afraid I will receive another default notice. I have tried everything by calling them to beg them to work with me, asking them to let me make couple payments I am behind over a 12 month period,they wont. I have never had such a hard time with a mortgage servicer. I want to keep my home. They are doing nothing to help me with this at all. Next month my payment increases.

  Business response

  06/27/2024

  Please refer to the attached response.

  Customer response

  06/27/2024

  I am rejecting this response because:   I sent 4 consecutive pay check stubs for ********************************* and additions sources of income do not exist. I have explained this to the representatives at Selene Finance. I also have made 2 payments to them and I am working with a non profit that is going to make a payment for me as well. Looking at their BBB rating they have a numerous complaints. I turned in the documents before the due date and in writing they are claiming I did not which is absolutely false. They later realized I did turn it in in time and the pay stubs for ********* were 4 consecutive pay check stubs of what I had to furnish and they did not honor it. I spoke with a manager in which she was going to try to see if the loan mitigators would re open the application for me. I was told a manager would initially call me back within 48 hours and I did not receive a call back in a week. When I had tried to make a payment they refused to let me make a payment and forced me to make 2 payments and I was left with no food and forced to not pay my gas and electricity bills. When the manager finally called me back they called me at 7am in the morning. I am sick and on disabilty it caused me nothing but stress and anxiety. 

  Business response

  07/17/2024

  Please refer to the attached response.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 LP

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  05/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing this letter because I am very concerned about the mortgage loan servicer Selene Finance. They acquired my mortgage in September 2022. At that time, Selene did not increase my escrow payment. Prior to that, I had several other mortgage servicers with whom I had no issues. I never had issues in 17 years until Selene.Selene did not pay my real estate taxes until May 2023 (after I was dealing with them every month for 5 months). Selene apologized. Theres no equivalent of reporting bad banks or servicers for violation of services.In June 2023, Selene was updating their online banking system and notified customers that there might be problem. I had an issue that unfortunately culminated at the same time that there was a ******** hack that drained $4K out of my checking account. After getting that remedied I utilized the ******** program (I was btwn consulting jobs). I qualified for the program. I was told that I would not need to make any payments towards my mortgage until February 2024.Selene did what they do to other homeowners - mess with their credit. Selene got paid per the program. Selene also decided to demand an ESCROW amount that exceeds the ***** legal limit and inappropriately held my payment from HAF in a suspense account. ******** helps to fix your credit, but that is opposite of what Selene want to do in order to steal my home.How is it that there are over 300 complaints on the BBB website, that are very similar & you even state that the volume of complaints is so excessive that only 30% appear online. Don't you think federal banking agencies or the *** need to be involved?Selene Finance DEFLECTS any accountability, failure to properly address issues and misstating facts. They are the corporate embodiment of a narcissist: deflection, projection, gaslighting, minimization, victim-blaming, and diversion.

  Business response

  06/03/2024

  Attached is Selene's response to the mortgagors complaint.

  Thank you,

  Executive Resolution Team

  Customer response

  06/03/2024

  I am rejecting this response because:  the response that was sent, was the same sent to the state of ** DOBI. I have since received additional assistance from another organization that proved that Selene Finance indeed made a mistake in their disclosures to the ** HMFA. I would appreciate more than an apology. They apologized after failing to pay my real estate taxes for the first 9 months of servicing my mortgage, then they fail to properly disclose my escrow for ****/HAF... despite months of communicating with them directly and even thru the ** DOBI. I did not sign up for emotional distress, time wasted on phone calls, writing letters, research, having my credit destroyed by a program meant to be helpful when times were tough - all because of a clerical error. Individuals don't get to just say "sorry".

  Business response

  06/13/2024

  Attached is Selene's response to the mortgagors complaint.

  Thank you,

  Executive Resolution Team

  Customer response

  06/17/2024

  I am rejecting this response because:   I received a similar letter via email last week. To be clear, as I have previously stated, Selene Finance the corporate embodiment of a narcissist: deflection, projection, gaslighting, minimization, victim-blaming, and diversion.
  
  Their most recent correspondence completely contracts all of their prior correspondence. To be CLEAR, when NJ-****/*** requested information from Selene about my mortgage and ESCROW at the end of July 2023, Selene Finance failed to disclose that there was a shortfall in my ESCROW as of August 1, 2023. The error was only discovered the end of May by the Director at the Consumer Credit & ****************************** that works with the State of NJ and the federal government.  The individual reached out to NJ-*** and I was told they discovered this mistake. NJ *** provided Selene Finance with a check for $8144.89 and was instructed to apply it towards my ESCROW.
  
  However, Selene has not properly applied those funds to my account. They are still holding ~ 1 payment in a suspense account. They DID JUST recalcluate my ESCROW and stated that my new monthly payment will be $3067.66.
  
  The most recent correspondence from Selene Finance shows that Selene has a completely NEW narrative than all of the prior corrrespondence:
  1.They still fail to acknowledge that the clerical error was THEIRS in July/Aug 2023.
  2.They state that unbeknownst to SELENE, I applied for *** funds in September 2023; the *** determination was made at the same time as **** in July/August 2023. I was told in August that I qualified and would receive assistance with my mortgage payments for a total of 8 months to get my account current and that I would not need to make a mortgage payment until Feb 1, 2024. However, Selene seems to continue to tell me that it was my obligation to pay.
  3.They stated that my ESCROW was calculated for and increase as of November 1, 2024 due date (they actually recalculated it on the 1 year anniversary of their servicing my account. Out of the 4 payments covered by ***, Selene somehow managed to obtain 50% of those payments at the higher payment of $3633.25 (I was repeatedly calling Selene and NJ ***). This is when they decided to hold one of the payments hostage in a suspsense account yet never disclosed what was going on when I kept calling them to ask why it looked like my payments were behind. Only NOW they are stating they contacted NJ *** on my behalf. My municipality provides the updated tax bill in July of each year. Selene had adequate time to not only ask for the shortfall BUT was able to ask for an INCREASE (if necessary) and the ESCROW could have been paid by the ****/*** funds at that time.
  4.In the 17 years that Ive had my mortgage, my monthly payments never went up more than ~ $200/yr. When I kept asking Selene to explain how my payment jumped from $2911.96 to $3633.25 (a difference of $721.29) at no point in time had they said there was a shortage from the prior year. I have provided the real estate tax amount along with the homeowners insurance information Selenes numbers were not making sense nor were they providing any explanation. In January 2024 called in and asked Selene for explain their ESCROW calculation and nothing ever came back.
  5.For March, April and May, I sent Selene payments via check with a letter stating that until the ESCROW situation was resolved, I was only going to pay the principal and interest ($1239.68) on my account. For ***** I mailed $3000. As the loan servicer, it is their obligation and responsibility to provide the information requested. Note that despite all of the correspondence with the BBB, Federal and state agencies, Selene STILL did not explain the ESCROW ever having a shortage. I specifically asked why they were asking me for an excess of $8655 to which they NEVER responded until NOW.
  6.As of now, Selene is still holding $2930.09 in a suspense account. They are holding $4017.30 in ESCROW for a grand total of $6947.39 which more than 2 months of paymens towards my account. They are intentionally keeping me as a LATE PAYOR. They are cherry-picking their rules and payment policies. Lets not forget that in prior correspondence, they said that individuals could make partial payments online and that too, is false.
  7.Selene has refused to take any responsibility for this mistake to me, to you, to any other agency that has communicated with them and more importantly the CREDIT REPORTING AGENCIES.
  
  I am scratching my head with disbelief. Not only with Selene but with the BBB because there are so many NEW complaints against SELENE that have posted on your website. When I spoke with a representative today at the Consumer Credit & ****************************** today, he told me he has seen how Selene finance has intentionally taken advantage of consumers who were utilizing **** and *** funds to foreclose on their homes and/or to try to compel the state agency to pay Selene additional $ to avoid foreclosures. Ive read complaints online that Selene becomes aggressive once they realize someone is experiencing a hardship. There is a housing crisis, and the economy is fragile for many people. However, it seems that rogue players in this space are the mortgage servicers who do not fall under any state or federal agency jurisdiction. 
  
  I am laying all of this out because I have been in touch with my US ******************** I will continue to forge forward for the truth and doing what is RIGHT. I have also been in contact with several national news organizations investigative units and will be sending them a copy of this letter.
  
  I implore you to do more than serve as a mediator. The BBB states:
  
  Vision: An ethical marketplace where buyers and sellers trust each other
  Mission: BBBs mission is to be the leader in advancing marketplace trust. We do this by
  Setting standards for marketplace trust
  Encouraging and supporting best practices by engaging with and educating consumers and businesses
  Celebrating marketplace role models
  Calling out and addressing substandard marketplace behavior
  Creating a community of trustworthy businesses
  
  BBB sees trust as a function of two primary factors integrity and performance. Integrity includes respect, ethics, intent, and working toward a diverse, inclusive and equitable marketplace. Performance speaks to a businesss track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, satisfactory manner.
  
  Please do your part by calling out and addressing substandard marketplace behavior. If Selene has had complaints since 2010, how are you helping to ensure that SELENEs track record aligns with marketplace trust and trustworthiness? I guess, since consumers dont have a choice in who services their mortgage, one is to assume that Selenes ABUSE is justified?
  
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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 problem

  Business response

  05/28/2024

  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. ↩