Selene Finance LP

2018-11-21

Bovina, MS

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-11-21

Glendale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2018-11-21

GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage company is Selene Finance unfortunately. I have not received a monthly statement from them Since XX/XX/2018. I have called several times and e-mailed their customer service. I have contacted them in one form or another XXXX, XXXX, XXXX and XXXX. They always give me an excuse that they are having technical problems processing statements. I have been sending to their original address my payments/check with a note/account # attached. I now have property taxes due that usually get sent to them to put in escrow. I am at wits end! Please Help! Are they breaking the law refusing to send me monthly statements? I am not in bankruptcy and have never missed a payment! I am not computer savvy, please tell me where I can seek help. Thanks
Company Response: Closed with explanation

Timely Response

2018-11-19

Freeport, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-11-19

Ashville, OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: on XX/XX/2016 selene finance bought my mortgage, on this date I was informed that my monthly payment was going up. from {$770.00} to $ XXXX.I was in chapter XXXX bankruptcy at this time and the new mortgage company knew it from the letter they sent me.This company did not file with bankruptcy courts as bring my new holder or the rise in the paymeny.I informed the company of this, but made no effort to change it.So for the next 14 months I was {$110.00} short, so that comes to {$1500.00} short on my escrow.The company said I am {$4000.00} short.I tried to explan this to them, but I am not getting anywhere wiyh them.If they had followed the bankruptcy laws this wouid not have happened.And somebody needs check their math
Company Response: Closed with explanation

Timely Response

2018-11-19

NJ

Trouble during payment process

Mortgage: VA mortgage

Complaint: I refinance my mortgage with Selene Finance in XX/XX/XXXX. About the same time I received my 100 % VA XXXX rating. I sent them the info and the letter from the township verifying that NJ states that I am Property Tax Exempt. it took them about 3 months to update their records and refund me the escrow for my property tax. That decreased my monthly payment by about {$450.00}. Everything was fine until XX/XX/XXXX. I received a escrow analysts from Selene stating that I owed property tax and increased my monthly payment over {$600.00}. I called Selene on or about XX/XX/XXXX. During the call I was transferred to their Escrow department. While talking to the individual he stated that they received a property tax form from my township and said that it stated that I owed property taxes. The individual then called the my township on three way with me who then informed the representative from XXXX that if he simply looked at the second page, he would see that I owed {$0.00} in property taxes and as a 100 % VA rated XXXX veteran my property taxes were waived. Once we hung up with the township he said that he would update their file and forward with in there system and I should call back in a week to verify that everything was resolved. I then called back onXX/XX/XXXX and was told that it was still in work and expected their system to be updated any day because they had to perform another escrow analysts then to call back in a week to see if it was complete. I then called back on XX/XX/XXXX because I was ready to pay my monthly payment but it was still showing the higher monthly payment. Once again I was told that it was in the works and should be fixed any day now and give them another week and it was okay because I was not late on my payment until the 15th of the month. I then waited untilXX/XX/XXXX to call back. this time I was told once again that their system should be updated any day and to just pay the extra amount and work it out later. I told the individual that I did not find this acceptable and I would like to speak to a supervisor. Once I was on the phone with the supervisor they told me that they had 30 days to re-accomplish another escrow analysts and that my only option was to pay the higher amount and then later dispute the charge and request a refund. I stated that how could they insist on charging me more money, when they were the ones that made the mistake by simply not looking at the whole bill and then make me fight them to get my money back. I was ready and willing to make my normal payment that I had been paying for the last year but they refused that offer. I refused to make a payment for the higher amount and now they are reporting me as being late on my mortgage. could someone please help me resolve this.
Company Response: Closed with explanation

Untimely Response

2018-11-18

Oak Grove, MO

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: In XXXX XXXX XXXX XXXX transferred my mortgage to Selene Finance in the middle of a loan modification that I had been trying to get since XXXX. Well I was denied that modification and forced into bankruptcy. My bankruptcy closed in XXXX so I again requested a loan modification, I was denied modifications twice in XXXX, then twice in XXXX. Finally in XX/XX/XXXX XXXX XXXX XXXX said I was approved for the HAMP modification, problem was the new payment amount was over {$100.00} more per month than the original payment, the principal did not go down it went up and I was never ask to fill out a new modification application after the original modification was denied so my income was not even the same 3 years later. Then I made my first two modification payments to XXXX XXXX XXXX and they transfer my loan to Selene Finance, and I sent them my 3rd trial payment ... .after that fought them over a year for the modification. They say they could not get the paperwork needed from XXXX XXXX XXXX, however they end up sending me the modification paperwork in XXXX and once again does not have me fill out a new application so this is like five years after the original application was submitted, the payment was still over {$100.00} more than the original and the principal was now {$30000.00} more than the origiinal loan amout was, but I was desparate to keep my home so I signed them. Then in XX/XX/XXXX I lost my job when the company I worked for decided to give all 300 employees a 30 min notice to get out of building because they filed Chapter XXXX and in XX/XX/XXXX I had a XXXX so I have fallen behind in my payments. Two days ago I received a notice that my home is being forclosed on and the forclisure sell ia set for XX/XX/XXXX ... .I was notified 18 days before they sale my home of 30 years.They say they dont have to gi thru the courts, I never received a copy of my deed after they took over my loan ... .but seriously 18 day notice in the middle of the winter??? And where was the home affordable modification I applied for ... .everything went up not down and I fought for this since XXXX. The whole thing is just nonsense since my income went down twice since XXXX qnd no one even gets any updated information since XXXX when processing the modification ... ..just why did the government give them all the bail out money ... .I don't get it.
Company Response: Closed with explanation

Timely Response

2018-11-16

Columbus, OH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-11-16

Palmyra, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-16

East Union, WA

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

Company Response: Closed with explanation

Timely Response

2018-11-15

CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I requested a loan modification or refinance from Selene Finance. They sent me a list of documents I needed to submit, which I did. Then they requested completely different documentation and " deemed my application incomplete '' and denied it. This has happened at least five times. They refused to process my application for HAMP and HARP. They did not fully disclose the terms of " blind offer '' during mediation. They are in violation of TILA and now the company has been sold I do not know who I need to contact to resolve the mortgage. The company is the worst to deal with. Always a different person when I call. Always an argument. Never able to speak to a Sr. Supervisor. Corporate policy never disclosed and legal grounds supporting company policy never revealed.
Company Response: Closed with explanation

Timely Response

2018-11-14

Jupiter, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My loan was transferred to Selene Finance on XX/XX/2018 from XXXX XXXX whom I had gone thru the loss mitigation process and had been approved for a repayment plan, a signed repayment agreement was sent along with the initial payment as requested. Selene miss handled my account for months, I called practically everyday had to resend documents multiple times cause they either lost them or claimed to have never received them, their staff was incompetent in handling even the most basic of questions and request. Supervisors never returned my calls and finally over 5 months later I received a notice that my repayment plan had been canceled due to lack of payment even though they had a check that sat there for months uncashed and numerous times I was told by their representatives to hold onto the funds until they completed the account transfer. I then applied for foreclosure assistance thru my county and once again to get any documents the county needed or their cooperation was futile. I was approved for assistance on XX/XX/2018 and the only requirement needed by the county was a XXXX in order to release the funds, weeks later, many phone calls, written request for this simple form and I am about at my deadline for the county funding and still no cooperation despite my constant follow up on a daily basis and my clear expression of the urgency of the matter. This company should not be allowed to continue doing buisness as they treat their clients with no priority and they have been sued and have tons of complaints against them.
Company Response: Closed with explanation

Timely Response

2018-11-14

Lakeview, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-13

AR

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This is a Continuation of CFPB Case # XXXX-XXXX & Case # XXXX-XXXX. The problem has STILL not been taken care of. The Mortgage Statements are STILL not being sent out. I called Selene today XX/XX/2018 because I had not received my statement for XXXX. XXXX received my XXXX payment on XX/XX/XXXX. I spoke with XXXX ( very nice ) but did not know why. Transferred to her supervisor XXXX, whom gave me the same song & dance, statements will be going out on the XXXX. REALLY? Which means even if they do send them ( which they never do and is contrary to what their previous explanation letter ( s ) state, means I will get it around the XXXX, put my check in the mail that day-HOW COULD IT POSSIBLY GET THERE BY THE XXXX OF THE MONTH? LIES! Per XXXX employee ( XXXX XXXX/RB Executive Resolution Team ) in writing on XX/XX/2018. AND I QUOTE : " Specifically, Mortgage Statements will generate once a month upon receipt of payment. '' LIE! NO statements were sent out in XXXX, XXXX until I contacted CFPB and you sent a letter. I received XXXX, XXXX & XXXX ONLY AFTER the 2nd letter from CFPB. AGAIN on XX/XX/XXXX in writing from XXXX employee XXXX XXXX in response to 2nd complaint from CFPB : QUOTE : " We were in the process of making updates to our Mortgage Statements ( since XXXX ) and therefore they were not being generated. " ( How is that my problem and why do they constantly lie about it AND how many other people is this affecting? ) QUOTE '' However, the updates WERE completed and Statements will be mailed once a month upon receipt of a payment '' AGAIN A LIE! They received XX/XX/XXXX payment on XX/XX/XXXX but XXXX. Statement will not be mailed to me until XXXX? This is now the 3rd TIME I have had to file a COMPLAINT for the same exact problem that has been going on since XXXX. They keep saying it has been resolved which is an out and out lie and are still doing NOTHING to get it resolved.
Company Response: Closed with explanation

Timely Response

2018-11-13

Bohemia, NY

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: XXXX has been non-compliant with removing the unverified account SELENE FINANCE LLC which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that SELENE FINANCE LLC was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Closed with explanation

Timely Response

2018-11-13

Kawaihae, HI

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: I am in the middle of a refinance. I have signed loan docs and gone through the recission period. At closing the new lender ran a new credit report and found that my ex husbands loan is now showing delinguent instead of as a foreclosure. It was showing properly in XXXX when I received my loan approval. The new lender has my divorce papers that show this property was awarded to him, my ex and we also provided a copy of the comissioners deed to confirm the foreclosure. This is where the problem begins. The loan was with Selene Finance and the loan # XXXX and the old property address was XXXX XXXX XXXX XXXX # XXXX XXXX hawaii XXXX. I have been calling this lender since last week Wednesday and they just give me the run around and nobody there can help me. I have asked to get to corporate and many supervisors all of whom cant or wont help me and the credit bureau will not fix the incorrect reporting without a letter from selene and they tell me only only someone in customer service can do this and that I have to email them. I have done this and they still say they have no email from me. I am now being asked for extension fees in order to keep my loan approval good until such time that they decide to help me. I am going to be saving over {$600.00} per month on my payments and I would like Selene to pay any additional cost that I will incure due to the miss reporting on my credit report from this company. My email is XXXX and would appreciate anything you can do to assist me.
Company Response: Closed with explanation

Timely Response

2018-11-09

Springfield, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-08

Norwalk, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage company is running me in circles. I have been trying to fix a problem with my escrow IMPOUNDS since XXXX. I have even elevated this to a supervisor named XXXX and it is still not corrected. This is ridiculous!! HELP HELP HELP I filed a complaint on XX/XX/XXXX with CFPB about this problem and it is still not fixed and no one at my mortgage company LOOKS at anything to see that what I am saying and what they are telling me is true. They re-ran an escrow statement using the same information that they used previously and the only reason i found out it is the same information is that i asked to see a copy. They are impounding me for taxes i paid and theirs are being refunded, even though they told me they are being refunded leading me to believe they are not charging me for the refund, they still are, but the people that work there can't even figure that out and tell me " it is our policy to have you on impounds ''. This is the worst service ever.
Company Response: Closed with explanation

Timely Response

2018-11-08

Lake Charles, LA

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mortgage was sold from XXXX XXXX to Selene Finance and my automatic payments began coming back to me, in the form of a check payable to Selene Finance. These payments were paid biweekly and included more than the amount due. Never was I contacted via phone or email. Only the returned checks, which took weeks were my evidence that there was an issue. After 3 checks, {$2100.00} that was deducted from my account from a 3rd party Bill Pay system, I still owe the {$1400.00} mortgage payment. Trying to get in touch with Selene is harder than crossing the Southern border of the US. No less than 4 hours have been spent on hold or speaking with a representative with no solution. Late fees and extra interest plus a huge hit on our credit scores are a result of this companies terrible negligence in customer service.
Company Response: Closed with explanation

Timely Response

2018-11-08

Glendora, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-08

Bremen, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I typically pay this company ( Selene Finance ) through their website -- In XXXX I was having an issue logging in to my account -- I tried everything including an attempt to reset my password -- for whatever reason even the security questions were not coming up correctly -- I instead went to my bank and paid the account through my bank site ( XXXX XXXX XXXX ) the debit came out of my account immediately so I show receipt of the payment being made and clearing my account on XX/XX/XXXX -- here is copy paste of the transaction from my XXXX acct XX/XX/XXXX Online Payment XXXX To selene finance XX/XX/XXXX Bill payment However, SELENE FINANCE did not post my payment until XX/XX/XXXX -- I did not discover this until making my next payment on their site and seeing a " late payment fee '' applied. I immediately called them and spoke to a supervisor who I explained the issue I had on their website the month prior and that I had receipt of payment clearing my account -- she advised that she would make an adjustment -- they have not made it as of this date - I tried to contact them through email again in XXXX and I did not get a response - instead I received a letter in the mail that " draft was applied '' -- I do not know what that means but the bottom line is the {$41.00} is still showing applied on my account. -- if I go to account info it shows " past due '' - not only are all payments made prior to XXXX of the month but XXXX is already paid here is that screen shot : Mortgage XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX GA XXXX AC ... XXXX ( Past Due ) Next Payment Amount and Date* {$1300.00} XXXX XX/XX/XXXX Past Due Amount {$1300.00} ( 7 Days Past Due ) * The amount and date are subject to change This bank is HORRIBLE to deal with on every level - their communication is awful given the day and age we live in of electronic effective communication -- I am a mortgage professional for many many years and own and have owned multiple properties and have never dealt with any servicer like this - their lack of customer service and attitude when you try to speak to them on the phone needs attention. We had an insurance claim last year and even dealing with disbursement holds was horrific -- This was the last straw I am very responsible consumer in making payments timely and insulted by this, especially to be told it would be taken care of and not - - I would not want my customers dealt with this way - thought you should be aware Thank you
Company Response: Closed with explanation

Timely Response

2018-11-07

Charlotte, NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I received a letter from my homeowner 's insurance policy stating my insurance was being cancelled due to vacancy. The representative informed me that I was not her first call about the same situation from Selene Finance. I had to verify that I had not vacated the property by sending recent utility bills. I contract Selene Finance and spoke to someone in their insurance department. She was aware of the situation but offered no explanation or course of action going forward. After reinstating the insurance on my home, I then received a letter from Selene stating they were going to buy insurance for me if I did not show proof of insurance, which seemed absurd since they caused the situation.
Company Response: Closed with explanation

Timely Response

2018-11-05

Worcester, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The Lender is foreclosing on the property without giving the homeowner ample time to explore and undergo loss mitigation options. The homeowner intends to do a short sale and wants the chance to be able to do this. There is already a Buyer who wants to purchase the house and wants to send an offer to the Bank ASAP.
Company Response: Closed with explanation

Timely Response

2018-11-05

Cub Run, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I made a payment of {$20000.00} on my mortgage. Clearly written on the check was " Extra to principal ''. This should have resulted in {$890.00} for the XX/XX/XXXX payment, and a {$19000.00} principal payment. Selene Finance did not do that. They took the XX/XX/XXXX payment, then took a XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX payment, each at {$890.00}, then applied {$16000.00} to the principal. I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Each time they say the issue will be fixed, but have yet to fix it. My requests to speak to someone else have been denied. I keep speaking to the same " manager '' who tells me it will be fixed, but refuses to tell me when or provide me with the name and number of someone who can fix the problem.
Company Response: Closed with explanation

Untimely Response

2018-11-05

Cub Run, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Selene Finance regularly holds my checks for up to 10 days before applying them to my account. My bank, XXXX, mails my checks to Selene to arrive on the XX/XX/XXXX of every month. They claim they don't receive them on the XX/XX/XXXX and that they process them when they arrive. I have been using XXXX for over a decade and all other checks arrive on time. I can not imagine a situation where all of my checks always arrive a week late only to Selene. I've spoken to customer service about this situation and they claim the checks are processed the day they arrive. This company steals a week or more worth of interest from me every month. My bank mailed my XX/XX/XXXX payment to arrive on XX/XX/XXXX. They claim it didn't arrive until XX/XX/XXXX or XX/XX/XXXX depending on which report you look at. My XX/XX/XXXX payment was mailed to arrive on XX/XX/XXXX. They claim they still have not received it. Attached are notifications from the bank showing the dates.
Company Response: Closed with explanation

Untimely Response