ComplaintsforSelene Finance

Financial Services

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Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 30% of the total complaints filed.

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Initial Complaint
04/22/2024
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.
Selene finance continues to hold mortgage payments made by MD HAF on my behalf. Threatening foreclose with inaccurate paperwork amounts etc.They said they did a loan modification but they did not. They just accepted money assistance on my behalf from HUD. Never attempted to lower my mortgage payments that could be done in a loan modification.They denied all request for a loan modification. Waited until I was 7 months delinquent to advise me of a HUD Partial Claim when that option was available, unknown to me, the entire time.Inaccurate escrow information based on what they think, not what's actually based on MD States assessment.Poor customer service. Any letters etc I send to them they do not answer the questions..rather circumvent around my question.This company should be sued and put out of business
Business response
05/07/2024
Dear Dispute Resolution Team:

Please see the attached response.

Thank you,
Executive Resolution Team
Selene Finance LP
Customer response
05/08/2024
I am rejecting this response because:

Selene finance never told me why I did not meet the modification loan reduction.

They continue to circumvent my questions.

MD HAF confirmed on May 3, 2 payments were made via ACH to them in late Mar. They also indicated they have to date not recieved acknowledgement from Selene finance of recieving those two payments.
Selene finance said they would reach out to their HAF office and contact me. They have not to date
Business response
05/17/2024
Dear Dispute Resolution Department:

Please be advised additional time is required to complete our research.

Thank you,
Executive Resolution Team
Selene Finance LP
Business response
05/17/2024
Dear Dispute Resolution Team

Please see the attached response.

Thank you,
Executive Resolution Team
Selene Finance LP
Initial Complaint
04/19/2024
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.
Complainant & spouse ("me", "I", "our", "us", or "we") filed Chapt. 13 bankruptcy in 2018 which included our mortgage loan. Selene Finance is mortgage servicing company for U.S. Bank Trust NA. In Jan. 2024 our bankruptcy was being discharged and we were directed by our bankruptcy attorney and the Trustee to begin post-bankr. monthly payments of $946.89 directly to Selene as of Feb. 1, 2024, and we have timely done so on or before the 1st of Feb., 1st of Mar., and 1st of Apr.-each sent ****** During bankr. the Trustee was making the mortgage payments and I was not receiving any mortg. stmts. Up to present Selene has repeatedly informed me that they cannot discuss my acct with me because I'm in bankruptcy although they have received discharge documents and accepted 3 mortg. payments directly from me as said. On Apr. 18th I received a mortg. stmt from Selene dated Apr. 8th, the first stmt received post-bankr. I called Selene right away and they have and are still refusing, failing, and neglecting to discuss my mortg. acct with me. The mere fact that Selene is accepting mortgage payments directly from me and has now sent me a mortgage stmt post-bankr. implies they and their client acknowledge our discharged bankruptcy status. Our bankruptcy attorney is *********************** but Selene inaccurately has a ********************* listed as our attorney. I request (1) correction of their records; (2) accurate credit to my account of all payments; (3) immediate expungement of any negative reports to all major credit reporting agencies; (4) written notice of corrections and confirmation of payments; (5) written notice explaining why monthly mortg. is $1102.84 instead of $946.89; (6) update of our acct to reflect the discharged bankruptcy status; (7) immediate communication from Selene and/or their client including written confirmation that they have received appropriate bankruptcy discharge documents and will now communicate with us whenever we contact them regarding my mortgage loan acct #****.
Business response
04/30/2024
Dear Dispute Resolution Department,
Please see enclosed response.
Thank you
Sincerely,
Selene Finance Customer Service
Initial Complaint
04/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Selene was directed by the loan originator to update the incorrect interest rate on their paperwork. I was told they were doing this and would resume direct withdrawal from my account once it was corrected. Instead, they have claimed I am late in payments (even though the loan requires auto withdrawal!!!) and they have increased the interest rate to their "default interest rate" of 12%. This is typical of my experience with Selene and have filed complaints in the past. I have dealt with 10+ mortgage servicing companies and have never had issues contacting them or resolving issues. I am disappointed that BBB has them listed as an A-.
Business response
05/01/2024
Dear Dispute Resolution Team:

Please see the attached response.

Thank you,
Executive Resolution Team
Selene Finance LP
Business response
05/01/2024
Dear Dispute Resolution Team:
We determined that Selene is servicing another loan for ************************ and we will provide another response in regard to his concerns shortly. We appreciate your patience.
Thank you,
Executive Resolution Team
Selene Finance, LP
Customer response
05/03/2024
I am rejecting this response because: They responded to the incorrect account. This is typical of their stall tactics.
Per the original letter I uploaded, the account at issue is for 1631 ***** LLC. The account they provided information on is for ***********************************.
Please have them respond to the correct account.
Customer response
05/03/2024
I am rejecting this response because: They responded to the incorrect account. This is typical of their stall tactics.
Per the original letter I uploaded, the account at issue is for 1631 ***** LLC. The account they provided information on is for ***********************************.
Please have them respond to the correct account.
Business response
05/13/2024
Dear Dispute Resolution Team:

Please see the attached response.

Thank you,
Executive Resolution Team
Selene Finance LP
Customer response
05/13/2024
Hi,
I appreciate BBB's assistance with this issue. I want to stress that, while the issue has been resolved, it took approximately 8 calls initiated by me (never a return call with status) and 6+ hours of my time to get this resolved. While their customer service representatives were very kind and helpful, the company's policies made this very difficult and time consuming for me to resolve.
I do not recommend this business and ask that BBB warn other customers.
*******
Customer response
05/13/2024
I have reviewed the business response. The issue has been resolved but with great effort and time invested by me. It is a difficult business to work with and I do not recommend it.
Customer response
05/17/2024
Selene call center will now no longer talk to me since I filed this complaint with the BBB. I now must contact legal, but the call center says there is no contact information that they can share for legal. I guess I wait for response from the legal department.....But Selene has never called me back with any resolution or information. The only communication I have received is through this BBB complaint process. Thank you BBB!!!
The issues now are:
- that the $30 that ****** stated as refunded in her response to my complaint does not show as refunded on my May statement (for **** payment) or my online account portal.
- now that Selene has corrected the overpayments they withdrew from my bank account, I show that they didn't actually credit me for the overpayments. They only credited me for the correct amount of the past payments. So I show they owe me $185. I've requested an amortization schedule based on the incorrect payments being correctly applied to my account but those are waiting for approval to be sent.
And this time the representative at the call center lost her patience with me and asked that I behave ethically....which is all that I am asking Selene to do.
Business response
05/24/2024
Dear Dispute Resolution Department:

Please be advised additional time is required to complete our research.

Thank you,
Executive Resolution Team
Selene Finance LP
Customer response
05/30/2024
From: *********************************** <*************************************;
Sent: Wednesday, May 29, 2024 7:34 AM
To: ********************* <******************************************>
Subject: Re: BBB Columbus Message: *********************************** CID 21581974

******,

My last message via my previous complaint was sent 12 days ago....how long should I wait before filing a new complaint? Please notify them I will file another complaint with the BBB on Friday as well as escalate to other agencies. I have been trying to resolve this issue for 5 months and, at this point, believe I can make a fair case that they have "stolen" money from me. I don't believe that is their intent, but they have not been transparent or communicative and so will make that case to try to resolve this.

*******
Business response
06/17/2024
Dear Dispute Resolution Department,

Please see the attached response.

Thank you,
Executive Resolution Team
Selene Finance LP
Customer response
06/26/2024
I have reviewed the business response and accept this resolution.
Once I receive the check, this will be resolved!

Again, I really appreciate this service of the BBB as it has seemingly been the main driver behind getting resolution on my issues. I just wish it was a little quicker than 6 plus months!!!

thanks, *******
Initial Complaint
04/13/2024
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.
Business acquired our loan from a sell off from specialized loan servicing. When we found out we tried to make a payment for our house and was told they just acquired to loan and it wasnt in there system yet and not to worry we had a three months ***** (which I didnt believe) We were also waiting for a discharge from our bankruptcy at this time. The company refused to talk To us or even give us a acct number for the loan. I talked with our attorney and she sent a letter stating they could communicate with us. Bankruptcy is also now discharged but they are claiming they never got a March payment. I have a receipt showing otherwise. They still wont let us access account online or send us statements. Last straw was a bill for 1300 that they claimed they had to come out to see if we were residing in the property. Every time I called they ask and we tell them yes. I feel this company is being very fraudulent. I have asked for a statement and an itemized statement for the 1300 photo they took. Neither of which we have seen. As of this complaint we only owe for ***** and since our paydays vary it will be handled this week. We want to keep the house. They have made it impossible to track our account but the 1300 bill was the final straw and hence the complaint.
Business response
05/09/2024
Please refer to the attached response.
Initial Complaint
04/08/2024
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 mortgage was transferred over to this company on 3/25/24. I have contacted them regarding my "welcome packet." As of April 8, 2024, I have yet to receive any paperwork from this company. I don't have any information regarding how to make a payment or payment mailing address. They have never contacted me regarding my mortgage account. I am merely asking for your assistance because this is illegal and I need to know where I should be sending my mortgage payments. PLEASE assist me with this matter.
Business response
04/24/2024
Attached is Selene's response to the mortgagors complaint.
Thank you, Executive Resolution Team
Initial Complaint
04/08/2024
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.
I closed on my mortgage refinance with NC State ********************** on 3/4/2024 and a payoff check was mailed on 3/8/2024 to payoff Selene Finance. The payoff check was for $275,998.42 and their official mortgage payoff statement was for $275,798.75 good through 3/15/2024 ($199.67 overpayment plus our check arrived 4 days early meaning interest should have been even less. $65/day interest arriving 4 days early should add $260 to the overpayment for a total overpayment of $460). Selene acknowledged they received the check on 3/11/2024 but said the check wasnt enough to payoff the loan (despite being more than the official payoff provided from Selene Finance). I found this out because on 3/21/2024 Selene called me saying I was late on my payment and they charged me a $87 late fee. So, now Selene is trying generate a new payoff adding in $2000 extra to the payoff + interest from 3/11/2024 through at least today 4/8/2024 at $64.89/day ($64.89X24 days so far = $1,557.36) + $87 late fee. When I asked them why their official payoff was wrong they were not sure. I had to call in three different times to get an answer since each time the customer service person told me they would research this and call me back ( I was never called back). I researched this company and online reviews are FULL of people saying the same thing happened to them. I feel as if this was a scam of a company holding my mortgage and they are trying to generate extra interest and fees. I feel powerless to do anything about it. My options only seem to payoff the balance for over $3000 more than their payoff good through 3/15/2024 or hire an attorney. Can the BBB help me resolve this matter? Since Selene Finance acknowledged receiving NCSECU's payoff check of $275,998.42 on 3/11/2024 then interest should have been stopped this day and I should receive the $460 overpayment back in a check from Selene on top of the $400 they are holding in my escrow account.
Business response
04/29/2024
Please see attached response.
Initial Complaint
03/25/2024
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.
This companybtried to dismiss the issue as something that happened betwrrn me and ***** Fargo. This is NOT the issue. I am appealing this response received in the maik regarding the matter as being due to a modification. It is NOT a modification issue. It is an issue with their poi t of contact. They have an automated system that does not effectively allow anyone to contact a representative that directly deals with any specific loan. I have been dealing with thia automated system for over a year, and it has been quite an issue. It cuts you off, leads you ro the incorrect personnel, or does nothing to assist it's customers. It has caused me to lose thousands of dollars due to the inability to contact the company over an insurance claim. This claim can be proven with bills from my water supply company in Pasco County, **. I was swnt a letter with a point of contact, however, no person by the name provided was identified by any employee I was finally able to get in touch with. Furthermore, the problem continuess and the bills continue. They have done nothing to remedy the problem and dismiss the issue as a problem with high call volumes. This is unacceptable. This issue has caused me to lose money and my patiwnce. The BBB is also rwsponsible for allowing this company to continue it's practices. I am considering contacting an attornwy and listing Selene Finance and the BBB as part of my lawsuit, considering the lack lf attention paid to the REAL ISSUE AT HAND! I expect a response from the BBB and to carry this forward with the BBB's assistance. The automated system woukd cause any person with a lack of time and co.puter knowledge to lose faith and ****, eventually giving up. This is completely unacceptable. I can provide cell phone records, and billing statements from Pasco County's water services to support my claim.
Business response
04/10/2024
Please see attached response.
Initial Complaint
03/21/2024
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.
I have requested a Payoff on my loan for 5 days straight and they wont send me payoff and i have sold my house, i asked to talk to a supervisor and no one comes to the phone! For all my troubles and time i a dealing with this they should take off my pre payment penalties
Business response
04/09/2024
Attached is Selene's response to the mortgagors complaint.
Thank you,
Executive Resolution Team
Initial Complaint
03/20/2024
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 past mortgage company sold my loan to Selene finance and I am having issues with payment being made by myself and the company returning payment back for no reason. Have done research on company and this is huge complaint from customers and then having to deal with foreclosure and fees. I never even received a welcome letter and no way to speak to anyone live and I emailed no response. When I go online it post paid and caught up but bank statements show payments returned and paper billing shows no payments made.
Business response
04/05/2024
Please refer to the attached response.
Initial Complaint
03/19/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
LOAN WAS TRANSFERRED TO SELENE 3/1/24 DID NOT RECEIVE WELCOME PACKET. DOES NOT HAVE INFORMATION FROM LAST MORTGAGE SERVICE.NO LIVE CUSTOMER SERVICE REP.I BELIEVE THIS INEFFECIENCY IN CUSTOMER SERVICE IS AN ATTEMPT TO FORCE HOME OWNERS TO DEFAULT ON LOANS AND OUT OF HOMES.My resolution- Proper reflection of information from Chase to Selene Finance and a loan modification for forebearance exit with Selene.
Business response
04/02/2024
Please see attached response.
Customer response
04/04/2024
I have reviewed the business response and accept this resolution.

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