ComplaintsforSelene Finance

• Initial Complaint

  04/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have sent loan modification documents to Selene Finance through email and they said that they never received them and that their email was down and not working for two weeks. They promised to extend my deadline and they gave myself and a HUD counselor from Greenpath the fax number to send the documents again. I faxed them all to the number and I have proof of both the emails and the faxes. They sent me a letter saying they didnt receive the documents. The letter is dated March 25, 2022 and I received it April 4 , 2022. It says that they are missing documents and I have until February 28, 2022 to provide them. They are fraudulently foreclosing on my property and leaving myself and my mother with no place to live and i please ask for your help.

  Business response

  07/07/2022

  Business Response /* (1000, 2, 2022/04/15) */ Dear Dispute Resolution Team: For your review, attached is Selene's response to the complaint. Thank you, Customer Service Department Selene Finance, LP

• Initial Complaint

  04/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ok so my husband and I were affected by Covid-19 so we were on a forbearance plan in February of 2021 with our prior mortgage holder Community Finance and sometime within there our loan was switched to Selene Finance and they are very unfriendly and uncooperative. So we wanted to make payments and they told us we could not make any payments under the forbearance plan that we would have to wait until it ended. So in December we contacted them again to do a modification as suggested when we had called at this time I spoke to Christina and she said she would send us out the work out package and everything and it would need to be sent back by 1/6/22 and she asked if we intended to keep our house we said yes. She asked if we could make payments we said yes. But when we wanted to make a payment they said we couldn't. So I sent out the work out package via mail with signature required we sent it next day and waited a day or so and called asked if they received everything they said yes all looked good. So then we called back every week 2-3 times a week to find out where it was well its in underwriting no decision yet so we got everyones name and all then we got to a point where we got a letter saying they were missing stuff but yet the stuff they asked for was stuff they already had and when the guy we got said something to us he said we were missing profit and loss statements but no one bothered to tell us when we called prior to this. Then we did them he never said anything about them being signed or whatever and so we sent them again next day air with signature required again we call and they tell us yes we have everything then we call a week later and a rude person tells us that we are in foreclosure and file is closed out to bad for you. Really I ask for a manager you just get put to a call center sit on hold for hours at a time no lie then they have the nerve to call us and tell us stuff we ask for a manager and on Monday a Shalandra Franklin tells us a manager will

  Business response

  07/07/2022

  Business Response /* (1000, 2, 2022/04/14) */ Dear Dispute Resolution Team: For your review, attached is Selene's response to the complaint. Thank you, Customer Service Department Selene Finance, LP Consumer Response /* (3000, 3, 2022/04/14) */ 4/14/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. I disagree with most of what Selene Finance has provided you with. We would like to keep our home and not go into foreclosure for sure however, this company is less than forthcoming with you. We did get a special forbearance plan with Community Loan our previous mortgage holder. But all we ever received from Selene Finance was that they were the new servicing agency for our loan. So we did know that our forbearance was going to end and we were still in need of help. So we reached out to them prior to the end of our forbearance ending. My husband first contacted them. We were told to download the paperwork off the internet at selenefinance.com so we did. On 12/1/21 I myself called and spoke to Christina in Jacksonville Florida and she asked us if it was our intentions to keep our home we said yes she then asked if we could make payments we said yes but we would need help repaying what we did on the forbearance she explained that was not a problem and that we should call and make a payment. She also said she would mail out the package as well to us and that what we should do is overnight with a signature required it back to 9990 Richmond Avenue Suite 400 South Houston Texas XXXXX which we did and those were the copies of the receipts I attached to the original complaint. I called back on 12/30/21 to make a payment we spoke to Madison Insco @4:42 pm to take a payment of $1422.06 so we would not fall behind any further she said she would take it and put it in suspense but the system would not take the payment and she would reach out to Christina and have her contact us back. Surprise surprise no one ever contacted us back. I then called on 1/4/22 and spoke to Ximena paperwork was received but no decision was made yet call back in a week or so. We called back and spoke to Serita on 1/10/22 to see where things were we then got oh its in underwriting still no decision made call back. this went on every week just getting a different person every time. We then received a letter in the mail on 2/4/22 stating our file was being closed because we didn't provide the proper documentation required. So again I called and every time you call you sit on hold no lie for almost 45 minutes to an hour so finally @ 3;24pm we spoke to Edward Parker about this letter and that we sent everything in he said we were missing proof of employment for my husband and proof of employment for myself and any other income we both might have and letters of hardships. We explained to him that I do not have any w2's or paycheck stubs or alimony, assistance, unemployment or anything because I have not had employment since 12/21 because my employer due to covid was unable to afford to keep me on. I explained that when I did work I worked on a 1099 and was responsible for my own taxes which they would have been able to see from the tax returns copies we sent into them. I then explained that my husband is a self employed IO (independentowner operator) and he gets paid a percentage from the company on a weekly basis that is directly deposited into his business account weekly and he also pays his own quarterly taxes, insurance and maintenance on his truck and loss of product. That he has no one that works for him and that he pays himself weekly for the personal household bills. He explained that he would let the underwriting department know this and in the mean time we were to do profit and loss statements which we have no clue how to do and that we should look on line on how to do them. Now again my question to them is how we know that something isn't right or we are missing something if all they do is send letters and by the time you get them its to late to respond. while the costumer is thinking all is good by every phone call they make when you call them. Why would they reach out to you via phone call ore something? Edward told us to follow up on Wednesday to make sure the file complete and went to underwriting. On 2/9/22 we spoke to Nia Collins to see if underwriting received it and it was under review she said yes. On 2/14/22 we spoke to Anita Becker and she said no updates since 2/8/22 she was checking another source to make sure the missing document were received and then she said they said they were missing but they found them in the file and no decision was made. On 2/15/22 we spoke to Faith she said that our file was closed out and that we owed over $17,000 to bring it current and that the file was sent to foreclosure and suggest we do the uniform borrowers assistance paperwork and refile that we should get it but we were already in foreclosure and it was to late. She got very nasty with us. We tried to explain to her that we have already done all of these steps and so on and she basically said we didn't do it properly and we would lose our house. Again on 2/15/22 We hung up with her and called right back so this time we got Alana we explained to her what was going on she was able to see all of the documents and even the documents that they said they were supposedly missing she asked me if I would mind sending the profit and loss statements along with the hardship letters again to **************************@selenefinance.com so I did and that we should call back and when we call back we were to tell the person we got that they were to reach out to her to find out if it was resolved. She (Alana) told us to call back Thursday or Friday of that week to make sure it was resolved. So on 2/18/22 we spoke to William @9:57 am and he said he reached out to Alana and all looks good to give a call back in a week. On Thursday 2/25/22 I spoke to Regina still no decision yet. On 3/3/22 I spoke to Shantel to check the status she was very rude and told us the loan was in foreclosure and account was closed. We called back on 3/3/22 and spoke to Aday and were told to get the paperwork from online and send it via email to **************@selenefianance.com and also fax it to XXX-XXX-XXXX now when we were missing information we said no no we spoke to Alana and she said you were to reach out to her that she knew what was going on and we explained how we emailed things as well as mailed them to the company and she said we emailed them to a wrong email address but that's what Alana gave us. See when you call in there you just go to a call center you never get the same person to help you and honestly their customer service stinks because no one knows what the last person is doing. You ask to speak to a manager and your told they don't want to speak with you your account is in foreclosure you never get any management to call you or anything. You ask to speak with the people that sign the back of your letters and you call the number to schedule an appointment but when you call it just goes right back to the call center and they don't know that person. Really poor customer service! Anyway we called back on 3/4/22 and spoke to Van and he requested we fill out the packet again and that the profit and loss statements again with the company name net income gross income and itemized insurances sign and date it. Apparently he said this was wrong but again you never receive a call from underwriting explaining what was missing or if something was wrong they never reached out with any questions or concerns so how is a person supposed to know when anything is wrong let a lone get anything to them in time because they just close the file and send a letter stating its closed ridiculous. People need help not to be shamed. Again we called back on 3/22/22 and spoke to Keosha and start the process all over because right now we are in foreclosure and will lose your home. I asked for a supervisor she said one would call me back within 48 hours surprise surprise yet again no contact from a manager. So on 3/31/22 a Shalandra Franklin called us and wanted to discuss the loan and that we were in foreclosure we explained that we have completed the paperwork several times to no avail and that she could see all the paperwork and it was there. She said she would have her supervisor/manager look at it but that he was getting a new laptop and she emailed him and he didn't get it yet that he would get it on Monday and call me first thing Monday 4/4/22 because he would be the only one to put it back to an active account as opposed to active foreclosure. Yet again no phone call from anyone. The company did call on Saturday 4/9/22 a very nice young lady that said she was new to the company and I am sorry but I did get her name but I forgot it and didn't write it down because I figured she wouldn't be able to help me either. So I explained everything to her and all the steps we went through and how we were told basically oh well we sent you to foreclosure and we were going to lose our house and she basically started to cry and said that wasn't proper protocol and she had to go because this call was very emotional on her. Now I still want to save my home and do what I can I do not want to lose my house I have two children who just went back to normal school this year due to covid. My husband is the only one working right now because I have put applications out there but no one calls back. He is self employed and does his very best to support us. We would like to make payments moving forward but are wondering if we could put what we owe on the end of our mortgage and get some kind of help. If no one at this company has ever had or suffered a hardship kudos to them but we are not avoiding anything we are hardworking people that are trying to survive. My husband is self employed like I explained before and pays himself as well as his quarterly taxes he doesn't receive a check or check stubs he does not get a profit and loss from our tax accountant he is just an owner operator (subcontractor if you will from UTZ Quality foods. We are just looking to resolve this and see what we can do to stay in our home and make monthly payments moving forward. Please BBB help us with this company as they do not reach out to you with any information. I have any supporting documents that you need. They tried telling me that the stuff I sent back to them didn't make to them by the specific dates but there are tracking numbers on those receipts with signatures and dates they were received. AGAIN WE WANT TO KEEP OUR HOME.Thank you for listening and hoping to get this resolved. Sincerely ******** and Randy ******* (Provide details of why you are not satisfied with this resolution.) Regards,

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in the middle of a modification process and forbarence with my previous mortgage company in December of 2021 when Selene brought out my loan. I was making my trail payments for January, February and March of 2022. At first in January Salene sent out a letter for our modification and said i should hear something by February 11th 2022. When that day came and went I have been given every story in the book from my modification was dropped in January, we have to send your information to our research team, which they said they would notify me once they find find out why my loan modification was dropped. Well when I call March 29th they said research ended March 20th. My husband and I called March 22nd and 25th and each representative told us it was still pending. Now a representative on March 29th informed me it had ended on the 29 and couldn't explain to us why no one emailed us or called us. Then the representative said I will have to do the loan modification all over again. That I could go into foreclosure. I called our pervious loan company and they representative said in 18 years he never heard of another company not honoring the modification information given to them. I am asking for assistance please. I want my home and don't know what to do. This company seems like they are out to get our home. They are very aggressive in their actions against wanting the back payments for when i was protected under the care act but never honored my modification that was in placed for us to make my loan current. Please HELP ME. I have lived in my house for 16 years. I was laid off in 2020 because of COVID-19 , I was ill had major surgery and off for 4 months as well in 2020. That is why we went into forbarence and then filed for a loan modification. This company has lied several times to me about the process of what I need to do. Now after reading other reviews I am afraid that this company seeks out people who are struggling to take their home XXX XXX XXXX

  Business response

  07/07/2022

  Business Response /* (1000, 2, 2022/04/11) */ Dear Dispute Resolution Team, Attached is Selene's response to the mortgagors complaint. Thank you, Executive Resolution Team

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a second mortgage account with Selene Finance. I received approval of forbearance on this account in Aug. 2021 to last until Dec. 2021. Even though I was under forbearance, I still paid my August 2021 mortgage.In Nov. 2021 I asked to be removed from forbearance and I paid the balance that was due for the Sept, Oct, and Nov 2021 months.Selene then reported that my Sept and Oct payments were late and that delinquency has been reported to all three of the credit bureaus.I contacted Selene Finance regarding the erroneous reporting in December 2021. The response from customer service was that they could see that it was being erroneously reported and the associate was sending the information to the proper staff to resolve the issue. The customer service associate also advised me that the quickest way to get this resolved was to report to the credit bureaus the error. This would get the error corrected much faster than the 30 days in which Selene had to correct the error.I then reported to all three of the credit bureaus that the account was not delinquent and that it was under forbearance. All three of the credit bureaus reported back to me within the week stating that Selene Finance had looked into the reporting and that they reported that my credit report was accurate. In other words, they did not correct the erroneous reporting of the delinquency.Since you can not continue to dispute this through the credit bureaus, I then began to contact Selene regarding the inaccuracy. I had emailed them through the ***************@selenefinance.com multiple times as well as call them repeatedly.At this point, 4 months later Selene Finance has continued to cause both a financial hardship as well as an emotional hardship on my family because we are unable to refinance our mortgage due to the erroneous delinquency that they continue to report.Selene Finance is in direct violation of the CARES Act, as mortgage accounts in forbearance cannot be reported delinquent.

  Business response

  07/07/2022

  Business Response /* (1000, 2, 2022/03/24) */ Dear Dispute Resolution Team;  Please see enclosed response.  Thank you.  Selene Finance Customer Service.  Consumer Response /* (3000, 3, 2022/03/25) */ 3/25/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. The response from Selene Finance is not accurate. I believe that there is confusion with the staff at Selene Finance because they do not seem to grasp the concept that there are in fact two loans that were with Envision Credit Union when they took over the accounts. I continually call and am told by the associates that there is no way to have two accounts with the same address. Both of these accounts were approved for forbearance in August. I received the paperwork for both accounts after I had made my August payments. The following month I received a bill stating that there was a balance due. When I called the associates with Selene finance stated to me that both accounts were under forbearance. The staff advised that I would still receive my monthly bill but that the accounts were under forbearance. From that point forward I did not receive calls regarding my loans. I would request that documents from both accounts be reviewed and they will see that in fact both of these accounts were under forbearance Regards, ******* ******* Business Response /* (4000, 4, 2022/04/22) */ 4/22/2022 Please See Attached

• Initial Complaint

  01/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have called and emailed numerous times which is being recorded by the company for my mortgage statements from November and December of 2021 and now January and February of 2022 they are my current mortgage company and refused to send my mortgage statements either by mail or email to my address

  Business response

  08/12/2022

  Business Response /* (1000, 2, 2022/01/27) */ Dear Dispute Resolution Team: For your review, attached is Selene's response to the complaint. Thank you, Customer Service Department Selene Finance, LP Consumer Response /* (3000, 3, 2022/01/30) */ 1/30/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. (I have been requesting my monthlystatements since December2021 and All Selene Finance is saying is that since i claimed Bankruptcy in 2007 i am not allowed to get monthly statements. My house was NEVER part of any Bankruptcy proceedings. That should not be an excuse to NOT give me my monthly statements. Yet they send me a statement for short escrow. All conversations by Selene are recorded and should be able for review. I still have not receivedany monthly statementsas of today Sunday 1/30/2022. I am entitled to see where my money is going towards my property. All other mortgage companies have sent me monthly statements but Selene they are Refusing. This is not acceptable. All payments to my account have been made on time. And this is the first I am hearing that I owe 55 dollars, because I NEVER received any statement regarding g this amount, nor does any representative say to me that I owe this amount. This dispute is not resolved. ****** ****** Regards, Business Response /* (4000, 6, 2022/07/06) */ Please refer to the attached response.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***Document attached /copy of email from consumer***

  Business response

  08/17/2022

  Business Response /* (1000, 2, 2021/12/27) */ Dear Dispute Resolution Team; Please see enclosed response.  Sincerely. Customer Service Selene Finance  Consumer Response /* (3000, 3, 2022/03/07) */ 3/7/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. (Provide details of why you are not satisfied with this resolution.) Regards, TO WHOM IT MAY CONCERN RE: TRYING TO PAY MY REGULAR $355/mo but they keep trying to add EXTRA FEES which they have never pinpointed, I HAVE THE BACK PAY DUE $355/mo Dec, Jan, Feb total around $1065 and am READY TO PAY, and have been trying to pay but they refuse $355 and demand $411. Ms Penny Lumb BBB COPY TO "SELENE" I thought I had placed an official complaint' I **** try to find the number meanwhile I **** try to contact SELENE again now by THIS email, I have the money $355/mo Dec Jan Feb totaling around $1065, and always have but SELENE FINANCE keep trying to tag on extra money $411/mo (at one point they had the phone thing set up for $389'). ITS BEEN 3 MONTHS, THEY SHOULD BE ABLE TO SEE THE ERRORS BY NOW' But they locked out my log in, I **** try it again later, maybe it was a temporary glitch. They payments have been $355/mo since 2005 Now SELENE Finance wants to up it to $411/mo Dec Jan Feb payments were REFUSED by SELENE. I tried to pay online and there is no option for $355 only $411, I have written and written. I did get a call from John (Jeff') who was unclear as to why the overcharge and hung up on me (2 calls). I also spoke with Samantha at Selene and she was going to get back to me. IT SOUNDS CROOKED TO ME, especially with 3 months gone by. A COPY went to the FBI. This copy does not have the original attachments, ID, paperwork, my moms ID in relation to my ID; I have the legal right to continue her Veterans loan, and do not want to refinance. I am very poor and trying to get SSDI from SSA. I live here, I lock the gate for security reasons, every theft deterrent helps, I am here all the time but I have to be upstairs to answer the phone. YOU CAN ALWAYS SAY, I **** CALL BACK AT SUCH AND SUCH A DAY AND TIME, and I can be ready by the phone (else I have bladder issues, can't run to the phone) IN TRYING TO SECURE A PEACEFUL CHEAPER SOLUTION: I **** try my Selene log in again, later today and or tomorrow, I have the money and am ready to pay the regular $355/mo but not and escalated $411, the taxes have not gone up, its been $355/mo since 2005 /wch/ legal signature on the internet as per USPTO gov ******* Christopher ****** XXX-XXX-XXXX not a cell phone, no caller ID, leave message Is OK, I am the only one who lives here. Re: SELENE Account Number XXXXXXXXXX ESTATE OF LYDA HANSEN 5029 Spencer St Apt C Las Vegas NV XXXXX-XXXX Business Response /* (4000, 6, 2022/07/08) */ Attached is Selene's response to the mortgagors complaint. Thank you, Executive Resolution Team

• Initial Complaint

  12/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Fayservicing LLC my previous mortgage company transfered my loan to Selene Finance LLC with the first payment of 1212.68 due on December 1, 2021. However, Fayservicing had just completed my modification packet to correct my balance owed and advised that all the paperwork was sent Selene Finance.Selene finance said they didn't get the packet so I have to complete an entire new packet and will have to be reviewed. The system will not allow me to make my monthly payment either. This company and Fayservicing should be held liable for incomplete loam transfer of documentation.

  Business response

  08/05/2022

  Business Response /* (1000, 2, 2021/12/17) */ Dear Sir or Madam: Please see the attached response. Thank you, Executive Resolution Team Selene Finance LP Consumer Response /* (3000, 3, 2022/06/03) */ 12/22/2021 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. (I the mortgagee has completed my modification packet in 2020 of 3 monthly payments of 1206.62 for which I paid on up until the transfer of this loan. Last payment to Fayservicingin the amount of 1206.62 was made on 11/03/21 and it is not the mortgagee fault that Selene LLC and Fayservicer misplaced important documentation. This mortgagee even faxed these documents to Selene LLC so why are they still trying to make the mortgagee me do another modification. This is against the law. Stop telling me to contact these people because I have tried and I am always put on hold only to be hung up on and thats why I am keeping all my documentation in case of a lawsuit against them.) Regards, 1/7/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. This company has not contacted me, instead I have been calling them non stop since the transfer of my loan. If they had spoken with me then why did they send out a modification packet with the incorrect name. I have been divorced from Mr. ******** absence 1996 and per agreement retain ny maiden name ***** prior to the purchase of my home in 2002 with my deceased husband********** ******* Sr. Clearly, no one discussed anything with me and this wasn't the agreed amount that I had with Fayservicing prior to the transfer. It is more and again I completed the loan modification 1 year ago with Fayservicing and was paying my mortgage as agreed on time until the transfer. Selene LLC representatives haven't taken the time to review any of the documentation nor call me back, and I called them again after receiving these modification papers with the incorrect name. The representative said he didn't know why that name was placed because all my documents and original loan said ****** ***** and he would be sending me out corrected documents with my name ****** ***** that is and has always been on the original loan. Fayservicing sent me my final documents with my deceased husband name on them and when I called said they would be sending out the corrected documents. That never happened because you can't get papers notarized for a deceased individual. Now Selene LLC sent out documents with the incorrect name. Problem is they must have Google me from the past to get this name because I had since married, purchased home under maiden name, and again this shows no one called me. I as the mortgagee has been doing everything right continually reaching out to these companies only for them to say false truth about them contacting me. Regards, ****** ***** 3/15/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. (Provide details of why you are not satisfied with this resolution.) Regards, In 2019 I filed a loan assistance with Fay servicer and kept with the three agreed upon payments. But they never gave the finalized paperwork dur to covid they kept promising to send out the paperwork but it never came. I kept making the agreed upon payment as and all payments that were in the rears should have been made good but instead the loan was sold to Selene mortgage. This company continues to try to make me pay higher amounts, change my last name to my my first married name prior to my late husband to which I shared this home. I gave these people my maryland driver license, social security, and now they are trying to put me into another modification because they don't want to look through the loan documentation given to them from Fay Servicer. This is terrible customer services for this lady to say they can't hear you when you give them times, dare, and address of when you spoke with someone in reference to your house concerns. Yet they say they been calling you with no messages left on your answering machines. This company is trying to illegally take my house from me but I have been still sending them cashiers payments by the Federal government checks to keep records. I lost my husband in 2019 that's why I did the hardship and that's why I needed assistants for getting behind on my payments. But once I did the modification I paid as agreed for two years and continued after that and I don't understand why I am being charged for the rears. This company is a rip off and has the worst customer service. Oh don't ask for a manager because they always say they will have to get one to call you then no one calls and of course I end up calling getting upset with no resolve. Back on here again Please don't use this company 3/29/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. (I have provided bbb with a copy of my driver license, social securitycard same as I furnished Selene Finanace requesting that they stop placing my my my first husbands name with me. I was married to********** ******* Sr whom I co owned this property with and shared over 20 years and 3 children with this is an insult to our lives togther. I filed a harship in his death and completed it. It was explained by Fay Servicer that due to Covid they were behind in processingmy final document even though I kept with the binding agreement with making payments as agreed. I also sent you a copy of the final agreement that theyvsent me that couldnt be signed because it had my deceased husband name on them. Look at the difference in the numbers that Selene Finance is trying to change the legal binding agreement and the dates. I have continued to make my payments to Selene Finance by certified checks and they are posting them on those payments that were resolved in my hardship again all against the binding agreement. I have my verizon phone records of everything I called them trying to get assistance as well recordings of them saying they will trying to help me and how they are working on fixing their errors. Yet they send you these lies. We'll look at what I have sent you. Regards, 5/20/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. The company has changed my previosly agreed amount witb Fay Servicing and this was a completed modification. This company requested documentation such as my driver's license, social securitycard, marriagecertificate, husbands death certificate, passport, and birth certiciate as proof for my name. All these documents were submitted to this company yet the continue to send the documents in another name. I have bee calling this company for days upon days with everyone sayong someone will work on this matter. Finally selene sent me the modificarion documents with my name but refuse to give me the same mortage loan amount i been paying. They havent paid my insurnaces even though I have sent them certified checks since the loan transferred and they were never returned.) Regards, With 6/3/2022 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint. (On November 15, 2021, the servicing of the Account transferred to Selene from Fay Servicing LLC ("Fay") and the Account was in default with a contractual due date of January 1, 2021. 3 years prior to the servicing transfer to Selene, Fay offered me a three-month trial modification plan ("Plan") in 2019 after the death of husband********** ******* Sr. The Plan stated on page 2 that the terms of the modification were approximate terms; hence, the stated monthly installment of $1,233.59 under the Plan was final and I was awaiting the final documentation due to covid I was advise that they didnt have anyone in their office. I made every payment from Aberdeen Proving Ground Federal Credit so there are records with no missed payments that disputes the false statement made by Selene that the account was transferred in default. Selene mortgage company continues to make false statements, I have produce documentation upon documentation and at this point I am seeking legal representation to bring charges against this company. I have documentation of every conversation and all my calls are recorded with their representatives each apologizing saying they are escalating my complaints to managers yet nothing has been done but this back and forth. I even asked to have my account transferred back to FayServicing because I believe Selene mortgage company to be a FRAUD. I have been sending them Cashier's checks from APGFCU as well since the account has been transferred and there's documentation for this as well. This company has sent my deceased husband 8 threaten letters of taking my home to my home address again they say they do they research. Why would you do something like this to have family whom has obviously suffered great hardship. I have sent emails to the complaint department and have not heard anything. This company continues to send the bbb false information to keep from their rating changing however I am prepared to send the bbb as I previously did supporting documentation to my claims of payments being made to FayServicing and selene finance without any missed payments. Also I have my emails sent to Selene with no response and I have all my recorded calls that verzion wireless has sent me the transcripts as evidence that the companies representing have been accepting their companies faults and supposedly sending to higher managers to help resolve this matter. This Company is a FRAUD and needs to be investigated and i plan on taking them to court for all this mental anguish they have caused me and my family. Also for the false statements made about my making my mortgage payments. Regards, Business Response /* (4000, 4, 2022/05/27) */ 1/7/2022 Dear Sir or Madam: Please see the attached response. Thank you, Executive Resolution Team Selene Finance LP 3/25/2022 Dear Dispute Resolution Team, Attached is Selene's response to the mortgagors complaint. Thank you, Executive Resolution Team 5/17/2022 Please see attached.  5/27/2022 Attached is Selene's response to the mortgagors complaint. Thank you, Executive Resolution Team

• Initial Complaint

  12/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In May 2020, My loan was transferred from Shellpoint Mortgage (BBB Complaint also filed) to Selene Finance. Due to a series of events unknown to me, Selene Finance tried to foreclose on my property in December 2020. I was unaware of these events until November 17, 2020, when I called in to make mortgage payments and was told I was in active foreclosure and couldn't make any payments by the customer service agent. I ultimately paid almost $26,000 to reinstate the loan and pay the amount they said I owed. I was in bankruptcy and owed them money but not that amount. I had been making my mortgage and bankruptcy payments. After the reinstatement, I called Selene Finance customer service where I was told that Shellpoint Mortgage had told Selene Finance that I hadn't made a mortgage payment since January 2019 but the agent could see the mortgage payments were made on the other screen. She said "You would be surprised how often this happens. I am so sorry this happened to you." Now I am trying to be repaid for the double payments made and Selene Finance Lawyer costs I had to pay. Additionally, I have over $5000 in escrow surplus that I have tried get them to send to me in a check (since January 2021) and as of writing this, I still have not received. Below I have attached payment to Selene Finance but can also provide proof of Shellpoint Payments. I attached a timeline of events in which you will also see that my legal representation contributed to this cascading events started by Selene Finance and Shellpoint mortgage. I am happy to provide further evidence and support as needed

  Business response

  07/07/2022

  Business Response /* (1000, 2, 2021/12/01) */

  Dear Dispute Resolution Team, Attached is Selene's response to the mortgagors complaint.

  Thank you, Executive Resolution Team

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mortgage was transferred to Selene Finance March 1, 2021. I made all payments in full on time & have a "current" payment status. However, Selene added a false comment to my credit report (X-X-XXXX) when they began reporting my payments to Experian, Equifax, TransUnion, and Innovis. There is a comment that states "loan modification, not under a government plan." There has never been a loan modification on my mortgage. I have spoken with several agents at Selene (phone & writing) over the past seven months, who all have confirmed there has never been a modification. My mortgage broker even has a recorded phone conversation with an agent confirming this. I received a promise from Selene in writing on May 24, 2021, that states, "Upon review of the account on May 20, 2021, we submitted a credit update to remove the comment "Account Modification" from the reporting trade line. Please allow ten (10) business days for the updates to reflect on the credit file." Since then, nothing has changed. I filed disputes w/ Experian (May, June, August 2021) who denied my dispute, stating Selene's credit dept. claims the comment is accurate. I sent written requests to correct this issue. I received letters from Selene, promising to investigate, but get no resolution. They keep sending, "we're still looking into this" letters w/ new deadlines. Here's the most recent letter, 10/18/2021, "we are still researching your inquiry and will provide a written response within 15 business days." That deadline was 11/8/2021. This has caused prolonged defamation of credit. PLEASE HELP.

  Business response

  07/07/2022

  Business Response /* (1000, 2, 2021/11/19) */ Dear Dispute Resolution Team: For your review, attached is Selene's response to the complaint. Thank you, Customer Service Department Selene Finance, LP

*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. ↩