Selene Finance LP
Consumer Complaints
There are over 1675 complaints on file for Selene Finance LP. Dated between 2019-12-10 and 2012-05-23.
Complaints Page 13
2018-09-25
Oxford, GA
Trouble during payment process
Mortgage: VA mortgage
Complaint: I have a Mortgage with Selene Finance from XXXX, TX and I'm having problems with them as they won't payoff my Mortgage from a Certified Check I sent them on XX/XX/2018. All I get from them is a 30 day wait letter ( I have many ). Please check all the documents that I have attached concerning this problem and help correct this error from Selene Finance.
Company Response: Closed with explanation
2018-09-24
Mem, TN
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-09-23
FL
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I had a HELOC equity line account with XXXX XXXX XXXX, opened in XXXX. The loan was sold to XXXX XXXX with the servicing company SELENE FINANCE. I have been current on payments all the way through XXXX, at which time SELENE offered to allow deferment due to hurricane Irma and damages, loss of income I received. The payments were always around {$250.00} for the Equity LIne. I signed a deferment with Selene and the payments went to {$580.00} during the deferment period. After the deferment ended in XX/XX/XXXX I was expecting the payments to go back down. Instead Selene insists that my payments are now {$1200.00} a month. Stating that the loan was past due and reported my loan 120+ late. I have tried to work with Selene who offered me a modification. I am now receiving certified letters stating INTENT TO ACCELERATE on my loan. I do not want to lose my home. This is my primary residence. IF they take my house, my daughters and I will be XXXX.Selene Finance sent me a letter dated XX/XX/XXXX stating if I do not pay {$13000.00} by XX/XX/XXXX they will begin foreclosure proceedings.
Letter is attached.
Company Response: Closed with explanation
2018-09-21
Simi Valley, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan was transferred from Selene Finance to XXXX XXXX as of XX/XX/18. The servicing transfer letter from Selene was dated XX/XX/18, and the one from XXXX was dated XX/XX/18 ; however, I did not receive them until well into XXXX, very short notice. At the time I received the letter, I had paid half of my XX/XX/2018 payment to Selene ( {$1100.00} on XX/XX/18 ). Their letter said that amounts paid by XX/XX/18 should be sent to Selene. Since I made the second half of my XXXX payment on XX/XX/XXXX ( {$1100.00} ), I sent it to Selene. Selene seems to have applied this payment, as a screen shot from their website shows the next payment due date to be XX/XX/XXXX. Meanwhile, I had been receiving phone calls a few times per week from XXXX. Each time they asked about my XXXX payment and I explained that it had been made - dates, amounts, etc.
I have so far made two payments to XXXX : XX/XX/18 {$2200.00}, and XX/XX/18 {$2200.00}. These payments appear to have been applied to my XXXX and XXXX payments instead of my XXXX and XXXX payments, as their website now shows my loan due for XX/XX/18.
Because I began to become concerned that this missing payment would never be resolved by these two companies, I did call Selene and asked if the payment had been/could be forwarded to XXXX. I was told that Selene had sent a check via XXXX XXXX on XX/XX/18 for not just my loan, but many in the transfer. I could not get tracking information for this shipment, because I literally was hung up on by the unbelievably rude associate, after they informed me that I was no longer their customer.
After a phone conversation with XXXX today, I have been told that Selene is either failing to respond or providing inadequate tracking information for payments that have been sent by Selene to XXXX since the servicing transfer. XXXX at XXXX said there are numerous emails to Selene asking for additional funds to make up for the missing payment.
At this time, I am very concerned that this payment is still unapplied, and that negative credit reporting may happen because we are beyond the 60 day " grace '' period due to a transfer. I want to ensure that all payments get applied by XXXX effective on the dates that I made them, NOT as of the date they finally straighten this out. I have spent too much time trying to resolve this myself, and though I had no desire to file a complaint, I have no choice at this point.
Company Response: Closed with explanation
2018-09-20
Palos Park, IL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-09-19
AR
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: This is a continuation of CFPB case # XXXX.
The problem has NOT been resolved. Still NOT getting monthly bill/statement. 5 months now. Have nothing to show how my money is being applied ( I send in extra ).
XXXX I called see if statement for XX/XX/XXXX mailed ( my XX/XX/XXXX payment was received XX/XX/XXXX ). Sent to XXXX XXXX voice mail-no response.
XXXX Called again talked with XXXX XXXX ( resolution team ). He stated bill was sent on XX/XX/XXXX.
XX/XX/XXXX Called again ( no statement ) XXXX took an attitude and said she had no control over mail.
XX/XX/XXXX Spoke to XXXX-Statement had been mailed on XXXX. Still no statement Until this XX/XX/XXXX ( when they changed their system ) had no problem receiving statements. WHY IS THIS STILL A PROBLEM?!!!! I want XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX statements showing how my money has been applied! I want my monthly bill/statement to physically arrive at my home AND in a timely fashion!!!!!! ENOUGH IS ENOUGH!!!!!!!!! THEy totally LIED in their response to me & the CFPB! XXXX also thought it was a huge joke to be reported to the CFPB.
Company Response: Closed with explanation
2018-09-19
Pacific City, OR
Trouble during payment process
Mortgage: VA mortgage
Complaint: I have been battling Selene Finance since XXXX of XXXX when my loan was sold to them. I have filed a prior complaint # XXXX with the Consumer Financial Protection Bureau. Since I have been with Selene, they have over charge my account multiple times. I have worked diligently to get the problems corrected. In my last complaint ( XXXX ), I talked about how they took 2 payments from my account in XXXX of XXXX, and after I requested that they send the extra payment back to my account as they should not have taken 2 payments. They ended up refunding 2 payments. I sent the extra refund back to them in the form of a check. In the meantime, Selene was using strong are scare tactics against me. I called multiple times, and worked with a Supervisor XXXX asking why Selene Finance said I was still delinquent on my accounts. Selene was showing that they refunded my account three times, I provide back statements to show otherwise. They would not listen to what I had to say. They would not look at my emails. They would not tell me where they sent the third refund. XXXX would hear back from the cash department, forwarding on that message that it is what it is and there was nothing more to do. I asked 5 times for Selene to provide me with the proof that the sent me three refunds. After I complained to the Consumer Finance Protection Bureau, Selene Finance sent me a certified letters saying that if I did not settle up on my delinquent account, they were going to proceed to foreclosure. They also sent someone out to do a home inspection, and sent me an invoice for {$15.00}. This should have never happened! It was only after the Selene Finance responded to my original complaint that they were able to tell me where the 3rd refund went. In their response to the Consumer Financial Protection Bureau, Selene said they had been holding on to it because there was no clear instruction from me on where they should sent it ( XX/XX/XXXX pending funds to be wired ). This is not true. I called every day for weeks, I had the supervisor XXXX and she sent emails, all asking where the 3rd refund was. They would not respond. They reversed the late charges, because I should not have been charged them in the first place. It was Selenes fault they were misapplying my payment as the different departments do not communicate. My new complaint is trying to get them to apply the money they are holding to my account. And reverse a bogus inspection fee of {$15.00} because they were saying I was delinquent on my account and they were going pursue foreclosure when they had the money the whole time. I sent an email on XX/XX/XXXX telling them that I wanted that refund of {$1700.00} they are holding to be applied to my account. Additionally, the {$15.00} fee that they are charging me for sending an inspector out to my home, needs to be reversed. All of this mix up has been Selenes fault. I have done everything on my part to correct the situation, short of flying to Texas and walking into Selenes corporate office and moving the money myself. I call down to Selene to get this resolved, and I am told I have to speak with a supervisor. I ask to speak to XXXX or any supervisor or the CSR XXXX at extension XXXX, to try and get them to move the funds back to my account. I am always told that no one is available, and they will send an email to have someone call me. It has been over a week, and no one has returned a call. I want my account fixed, the {$1700.00} need to be applied back, the {$15.00} inspection fee needs to be reversed. It is not my fault that Selene Finance can not get their stuff together. I have attached a copy of my original complaint, and Selenes response as well as my emailed request, invoice for the inspection, and the certified letter they sent threatening foreclosure.
Company Response: Closed with explanation
2018-09-19
Point Arena Air Force Statio, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-09-17
Liverpool, TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Selene finance took over our morguage note approximately 2 - 3 years ago from XXXX XXXX XXXX. When this was done, we were not informed by either iinstitution that the morguage note had been sold/taken over, so for 2 months after the change, we still paid XXXX.
We received a letter of demand and notification from Selene Finance that we were 2 months in arrears on our morguage payments and needed to pay immediately plus for the 3rd months payment plus late fees and other charges. Selene were advised that XXXX held our morguage and that they were being paid. After numerous calls we were informed that Selene Finance, a debt collecting agency, had taken over the morguage note. We had to give them the banking details as they insisted that they only take and process payments from checking accounts. This was done. We found out that when we made payments, they would take anything from 2 days to 7 days to process the payments, amd if process after the XXXX of the month, they charged a late fee, even though the payment had been made before the XXXX. These additional fees were rejected by us and Selene was informed of the date payment was made.
We have been going through various issues with Selene Finance during the time they have held the morguage note but have been able to work the issues out with them to a reasonable conclussion most of the time, until end of XXXX.
At the end of XXXX, XXXX, I was put in hospital, and was in hospital for several months. In XXXX, XXXX, while still in hospital, we contacted Selene Finance and informed them that we were not able to pay the XXXX morguage note but will pay it in XXXX along with XXXX 's note plus the {$25.00} late fee for XX/XX/XXXX. XX/XX/XXXX, we called in the payment for the 2 months, being an amount of {$1200.00} x2 plus the late fee of {$25.00}. XX/XX/XXXX, Selene Finance attempted to put through a charge of {$1200.00}, plus {$49.00} charge and not {$25.00}. The debit was rejected for insufficient funds. This caused the bank to charge us {$30.00} for return check fee and Selene then attempted to add an additional {$60.00} for return check fee. After numerous phone calls, and agreement reached that they would debit the bank the original agreed amount of {$1200.00} x2 plus the {$25.00}. That was agreed upon and was to have been deducted XX/XX/XXXX. Again after numerous calls to Selene Finance, the payment was finally processed XX/XX/XXXX.
After this, payments were made as required and in good time.
XXXX XXXX, XXXX, when we paid the morguage note of {$1200.00}, this was accepted, however, XXXX XXXX, XXXX, Selene Finance again processed a payment for the amount of {$1300.00}. When we called to query this, we were informed that the increase was due to an increase in the home owners insurance rates. To this date we have not received any form of notification from either the Insurance company or Selene Finance as proof of increase.
XXXX XXXX, XXXX I was again put in hospital and was there for some time. The morguage note for XXXX was processed as usual without problem. XX/XX/XXXX, we called and informed Selene Finance that we would not be able to pay the morguage for XXXX as I was only being paid half pay. Being a shift worker, and being paid bi-weekly, our paychecks are not the same amounts each paycheck. We informed Selene Finance we would pay the XXXX and XXXX morguage notes in XXXX with the late fee for XXXX. We were informed that a note would be made on our file.
XXXX XXXX, XXXX, Selene were called and notified to put through the payment of {$1300.00} 2 plus the {$25.00} late fee for XX/XX/XXXX. The payment was submitted by Selene Finance 3 days later, but not in the correct amount. Selene attempted to put through the {$1300.00} 2 plus {$64.00} plus to an amount of {$2800.00} XXXX. This was rejected by the bank and again we were charged a {$30.00} return check fee. Selene Finance also attempted debiting a second debit XXXX XXXX, XXXX for the same amounts. When we saw the second debit under the pending, Selene Finance were contacted and after a long argument and them finally acknowledging that a double debit had been put in, the second debit was withdrawn. We again contacted Selene and questioned to amount that had been attempted to process, and were informed of the values, which we disputed and reminded them of the call on XXXX XXXX, XXXX, and the agreed amount of {$2700.00} that would be debited. This was agreed to be right and would be debited again, and would be processed within XXXX hours. It was not. Again after numerous calls to Selene Finance the payment was finally processed XXXX XXXX. XXXX XXXX, XXXX. We attempted to pay the morguage note on line as we always did, but found that Selene Finance were showing an amount of {$1300.00}, {$60.00} return check fee, {$49.00} late fee, {$50.00} NSIF fee. Again Selene were called to query all these fees and a billing office supervisor was brought into call. The supervisor was extremely rude and arrogant and was adamant that the additional chargess were correct and needed to be paid. I did not pay the additional charges only paying the correct morguage amount. I then emailed the Finance Manager of Selene Finance, XXXX XXXX, XXXX. I told the manager everything as I have here. XXXX XXXX, XXXX, I again sent an email requesting a response to my previous email as no one had bothered to reply. XXXX XXXX, XXXX, I again called Selene Finance and spoke to a supervisor, XXXX, and explained the problems and issues we were having. I spent approximately 2 hours on the phone with XXXX, going over our account month by month from XXXX XXXX, to end XX/XX/XXXX. XXXX had kept note of every transaction and activity on the account. At the end of XXXX, XXXX, our account showed, according to Selene Finance transactions on the account Selene owe us in excess of {$2600.00}, which is almost 2 months morguage payments. XXXX did, while I was on the phone with her, put everything in an email which she then sent to the Financial Manager to persue and would advise me with in 7 days. To date, I have had no response to either of my emails, nor to the email with all the information which XXXX did and sent. XXXX also informed me not to make the payment for XXXX until Selene contacted me about the amounts outstanding that Selene Finance records indicate they owe me.
I am concerned as it is the XXXX XXXX, XXXX and still have not heard anything from Selene Finance, amd am concerned that they will again send forclosure notices as they have done on several previous ocassions, or may just show up to forclose on our home.
Company Response: Closed with explanation
2018-09-17
Newport, TN
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Our mortgage was bought out by this company in XX/XX/2018. All of our information had been transferred to them including our automatic withdrawal. So on XX/XX/XXXX, they finally took out a payment. And again 2 weeks later. Towards the end of XXXX I changed our ACH date from the XXXX to the XXXX. I changed that date online and also over the phone. So on XX/XX/XXXX I noticed a payment pending through my bank which was not supposed to be there. I called the mortgage company and asked them why it was pending when the dates had been changed. The man then informed me that I not only had a payment coming out on the XXXX, but the XXXX as well. Obviously I can not make 2 house payments within a few days from each other. Keep in mind that our payments have always been paid on time with no issues. So the man said we would need to stop one of the payments and would have to do so with our bank. So I called the bank and had to pay {$36.00} for a stop draft. Well the payment didn't come out. Good news there. So on the XXXX, we did not have a pending mortgage payment. Confused because I was told it would come out. So I call the mortgage company. The same man I spoke to that told me to stop a draft, ended up answering the line. I asked if there was going to be a payment taken out and what was going on. He then informed me that because I stopped the XX/XX/XXXX draft, that the bank sent them a notice of non sufficient funds ( which I checked with my bank and according to them never happened ). So because of that I was to send my house payment via cashiers check, money order, or XXXX pay for the next 6 months. So on XX/XX/XXXX I went to my bank, withdrew {$1600.00}. I sent this company {$1600.00} and paid the {$10.00} fee to do so through XXXX. My mortgage payment is {$1600.00}. The XXXX employee said that it could take up to 3 days to process this payment. So on Monday the XXXX, I checked my account with the mortgage company. It went through already. BUT, they also took out my payment through automatic withdrawal from my bank. They did so on the XXXX. The day it was supposed to come out, the same day the man said they could no longer do that, the same day he said I would have to pay this months house payment another day. I paid {$3300.00} in 2 days. My bank account is now over {$1000.00} in the negative and I have an electric bill pending, and ( 2 ) {$32.00} non sufficient fund fees. They said they needed proof that the money came out, even though they said they could see it on their end, and proceeded to tell me that it will take 2 weeks to refund one of those payments. I have XXXX kids, a pending electric bill that is now not going to get paid, and other bills as well. And they have absolutely no sympathy, when this was their fault. These are HORRIBLE PEOPLE and this is a HORRIBLE COMPANY. They are not even accredited with the BBB and they even have a D- rating. I can see why. All they have done is XXXX us and I know we are not the only ones. BEWARE OF SELENE FINANCE. DO NOT TRUST THESE PEOPLE WITH YOUR HOME!
Company Response: Closed with explanation
2018-09-17
NJ
Struggling to pay mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I got divorced in XX/XX/XXXX and went behind on 3 properties total of 3 mortgages and 1 HELOC. All 3 mortgages companies worked with me on load modifications except 1 company XXXX XXXX XXXX XXXX. They sold my HELOC to XXXX XXXX XXXX. I was working with them for quite some time and then they sold it to Selene Finance. Selene Finance has been rude, unbearable, uncooperative and they told me I am being forced into foreclosure. I need a loan modification and the investor denied because they said I was at 49 % debt to income ratio. Their home appraisal was even fraudulent. The appraisal came out $ 250k higher than the other banks I worked with. I even offered to pay the loan for principal in full and if they can remove the excessive fees they are charging. They said " no, you are going into foreclosure because you have enough equity in your home. '' The problem with that is I have XXXX children and XXXX of them are in school. How do I sell my home? Why can't they just modify the loan and do a 3 month trial period? That is correct I don't owe much on my home and I can't refinance with another lender because this loan shows outstanding for over 5 years.
Company Response: Closed with explanation
2018-09-12
San Clemente, CA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-09-12
Ramona, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-09-11
Glen Allen, VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-09-10
Fort Pierce, FL
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2018-09-10
Crown Point, IN
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: In response to your CFPB statement, I am very much aware that mortgages are bought and sold regularly. I have owned 5 different properties and have never been subject to the abhorrent and reprehensible treatment associated with Selene Finance much less one that has the poor reputation as Selene Finance.
As a XXXX XXXX Veteran there is no reason I should be subject to such deplorable actions. I served and sacrificed for this country, The actions of this company will not be tolerated. There are consequences for your actions. Any decisions about me should include me. Consumers do not currently have a voice to avoid predatory companies like Selene Finance acquiring their mortgages. If there were qualifiers and a vetting process similar to that which is required to obtain the mortgage to begin with, I am certain companies that take advantage of consumers including Selene Finance would not be able to qualify. With 200 class action Lawsuits, 2 in my state of Indiana alone, 120 million registered complaints here on the CFPB, D rated company according to BBB it is evident to see the malfeasance. The following websites were created to inform others of the true scams behind Selene Finance.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Short of the investment company owners lining the pockets of the politicians it is unbelievable why a regulatory agency as not yet stepped in to stop this company from ruining people 's lives. In partnership with others affected by this company, I will make it my end goal to draw as much attention to expose the predatory methods and malfeasance from this deplorable company.
Company Response: Closed with explanation
2018-09-10
Chicago, IL
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: I have a loan that was sold to XXXX XXXX. The balance has not change since they got the loan. I have sent them copies of the Promissory note and copies of the statement how the loan was process at XXXX XXXX. I have called several time requesting a reason why the balance never change and was told it is under Investigation. on XX/XX/XXXX I call and was told the loan had not been paid in over a year and that they we going to start refusing payment because the loan was past due. on XX/XX/XXXX I spoke XXXX from Selene I made a payment and told her of my concerns and explain to her that I have a XXXX XXXX and that this was getting very stressfull. She went over the file and stated that she could see the payment and did not understand why the account is showing late. The amount of the loan is {$3300.00} since XX/XX/XXXX I have been sending XXXX monthly.I have my statement showing the payment from XX/XX/XXXX to current. History showing the org. loan was not a interest only loan and the payment history before the loan was sold.
Company Response: Closed with explanation
2018-09-10
Mobile, AL
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2018-09-06
Port Jervis, NY
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-09-06
Weston, CT
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-09-04
Reading, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Selene Finance was paid on XX/XX/17 and this payment as of today has still not been applied to my account.
I have sent them 2 months worth of bank statement ( XXXX and XXXX ) and a letter from my bank and yet they still have taken no action. They claim they didnt see me logged in online or spoke with a rep that day. That continues to be there reason, ignoring the verification I have sent to them.
I have been disputing this for over a year now and my mortgage continues to show 1 month behind.
They are the worst company I have ever dealt with!
Company Response: Closed with explanation
2018-09-04
Cody, WY
Trouble during payment process
Mortgage: VA mortgage
Company Response: Closed with explanation
2018-08-31
Memphis, TN
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: My mortgage servicer recently changed from XXXX XXXX to Selene Finance. I have requested a mortgage modification to bring my mortgage current because when my mortgage servicer changed from XXXX to Selene Finance, XXXX didn't forward my mortgage payments that were debited from my account to Selene Finance. This has caused me to become delinquent with my mortgage.Selene has been difficult to work with. I don't want to loose my home.
Company Response: Closed with explanation
2018-08-30
IN
Trouble during payment process
Mortgage: FHA mortgage
Complaint: This complaint is regarding Selene Finance : My mortgage was sold from XXXX to a company named Selene Finance effective XX/XX/XXXX. When my Mortgage transferred my loan was current. I had already sent my XX/XX/XXXX payment to XXXX when I received a letter in the mail from them saying that my loan had been sold to Selene Finance. I watched my bank account waiting for the check I sent XXXX to be cashed. On XX/XX/XXXX when my check still had not been cashed I called XXXX to check the status of my check. They claimed they did not have it, and suggested I call Selene Finance to see if it had already been transferred to them. She recommended that if they did not have the check that I should probably cancel the check as it may have been lost in the mail. I contacted Selene Finance and spoke with a customer representative regarding my check. She stated that they had not received the check as payment for my XX/XX/XXXX payment, and I should check with my previous lender. I explained to her that I had already called them prior to calling Selene. I told her since they had not received my check that I was going to cancel the check, but I wanted to make a payment by phone for my XX/XX/XXXX payment. I made a phone payment in the amount of {$820.00} ( which was my payment amount ) by phone on XX/XX/XXXX, and was given a confirmation number. The money was withdrawn from my bank account on XX/XX/XXXX.
On XX/XX/XXXX my bank account shows record where they tried to cash the cancelled check in the amount of {$820.00} that XXXX had sent them, but shows where it was rejected. The {$820.00} was taken from my account but immediately returned to my account.
On XX/XX/XXXX I did not have stamps to mail my check for payment so I went online to submit my XX/XX/XXXX payment. I made a payment in the amount of {$820.00} online. I received a confirmation number. The money was withdrawn from my bank account on XX/XX/XXXX in the amount of {$820.00}. I received a letter in the mail dated XX/XX/XXXX confirming my ONE TIME DRAFT for my loan in the amount of {$820.00} draft date XX/XX/.
I received a notice in the mail stating that my escrow was going to go up. I had the option to send in the difference of {$58.00} or have my monthly payment go up. I chose to send in a check in the amount of {$58.00} to keep my payment the same. I mailed the payment in the middle of the month, and it was withdrawn from my account on XX/XX/XXXX.
I mailed my check in the amount {$820.00} for my XX/XX/XXXX payment in late XX/XX/XXXX. The check was cashed from my bank account on XX/XX/XXXX for the amount of {$820.00}.
I noticed on my statement that I sent in for my XX/XX/XXXX payment that it showed I owed for two payments instead of one, so I placed a call to Selene Finance on XX/XX/XXXX. I spoke with both a representative and a supervisor. I gave the supervisor all of my confirmation numbers along with the dates that payments were made. I told her that they had my loan since XX/XX/XXXX so that means I have had two prior payments which were made, and one due for XX/XX/XXXXwhich was in the mail. She looked at the information and told me she could see where I had made those payments, and was not sure why it was saying I was past due. She told me that she would email the cash department, but it would take up to 48 hours to resolve the issue. She told me she would call me back in a few days.
I received a call back on XX/XX/XXXX, saying that she heard back from the cash department and everything was good. I just needed to have my XX/XX/XXXX payment. I told her they should be receiving it any day, because it was already in the mail. ( What I didn't realize was they had already posted the check to my account, and they did not resolve my issue ).
XX/XX/2018 at XXXX XXXX I received a call from Selene Finance informing me that my XX/XX/XXXX payment was past due. I explained to the representative that I had made all of my payments on time. I gave her the confirmation codes. She stated she thought they were holding my payment because it wasn't for the full amount because due to a shortage in escrow my payment had gone up. I explained to her that I made a payment to escrow and that check had already been cashed. She stated that the escrow check had not been allocated correctly, and they would look into this.
XX/XX/XXXX I received a notice in the mail dated XX/XX/XXXX that stated " It has come to our attention that while your account transferred to us as a current account, you are now due for one or more mortgage payments ... '' I called Selene Finance and asked to speak to a superior to I was put on hold. I waited on hold for 27 minutes. The representative came back on the line and said they had been asked to get the information of those waiting on supervisors because one was not available and the customers would be called back. I requested to continue to wait to speak to someone. She put me back on hold. She came back on the line and said they were told to disconnect all calls still on hold. I asked if the supervisors had supervisors and was given the number for the main corporate office. I attempted to call the main corporate devision in Texas at XXXX at XXXX XXXX that same evening. The call got disconnected. I attempted to call again at XXXX XXXX. I was told the supervisors were busy, and they would be sent an email to call me back, but it would probably be the next day because they were close to closing.
On XX/XX/XXXX I missed a call from Selene Finance. I called them back at XXXX XXXX the call was to tell me that I was late on my mortgage payment. I explained to the representative my payment information with confirmation numbers. She directed me to another supervisor who said she would email the cash department and the Escrow department with the information.
XX/XX/XXXX I missed a call from Selene Finance while I was at work, but was not able to call them back after work that day.
XX/XX/XXXX I called Selene Finance at XXXX XXXX the representative said he would follow up with the supervisor I spoke with on XX/XX/XXXX. I was put on hold, but that supervisor was not available. He stated that she would probably call back on Monday or Tuesday, but did not want to call back before it was resolved, and that it looked like it was close to being resolved at this time.
XX/XX/XXXX I received a call from Selene Finance to tell me that my payment was past due. I immediately requested to speak to the supervisor that I had spoke to last week, and gave them the name of the supervisor. That supervisor was not available, and I was asked if I wanted to speak to a different supervisor I said yes. I spoke with a gentleman and explained all of my payment information and confirmation numbers. He said that the records he was looking at showed they had two reversed payments. I stated the only payment that was credited back to my account was the canceled check that was originally sent to XXXX. I explained that I had made my XX/XX/XXXX payment by phone when Selene Finance stated they had not received the check. Since I had canceled that check before they tried to cash it the funds were sent back to my account. He stated that my phone payment was also reversed, but I told him no money had been sent back to my bank account for that payment. He asked me to send a copy of bank record to the customer service email which I did while I was on the phone with him. He stated that he was emailing the cash department and the Escrow department ( because according to the automated message about my account my payment is {$820.00} now instead of the {$820.00} ). He wanted to confirm with the Escrow department that they reconfigured my payment after receiving the escrow payment of {$58.00} which he said did in fact post to the Escrow account. He stated that i probably would not get resolved till Friday XX/XX/XXXX. I stated my displeasure with this since my XX/XX/XXXX payment would be due, and I did not want the same issue of them saying my account was fine after receiving that payment and not fixing the issue like they did the prior month.
XX/XX/XXXXI called Selene Finance to check on the status on getting a resolution to the issue of them showing I am behind on a payment when I am not behind. I spoke with a representative who put me on hold to talk to a supervisor. Instead of transferring me to a supervisor she came back and said she spoke to one, and that the supervisor was going to send an email to check on the status of the issue. She confirmed with me that I sent the email with the bank statement. She told me to call back tomorrow or Monday to check the status again.
Selene Finance has held my loan since XX/XX/XXXX. I have had 3 payments due one for XX/XX/XXXX, one for XX/XX/XXXX, and one for XX/XX/XXXX, plus an escrow payment. I have the confirmation numbers for each payment and the bank copy of the XX/XX/XXXX payment check and Escrow Checks that were cashed by them. The continue to say I am behind on a payment when they have held my loan for 3 months and have received 3 payments. When I log into my account online, and look at the payment history it shows 5 payments made ( I only made 3 ). When I look at my loan payment statements that I have received in total it shows 5 payments made and 2 reversals of payments made. This adds up again to 3 payments made. I have been trying for a month to get a resolution to this with increasing frustration. At this point there is still no resolution.
Company Response: Closed with explanation
2018-08-29
Lewisville, TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: The following are a list of dates that will help outline my struggle with Selene Finance LP.
XX/XX/XXXX filed an insurance claim with my carrier XXXX. Total Claim Check amount is {$21000.00} XX/XX/XXXX - XX/XX/XXXX Completed the claims process with farmers and they send me a check made out to me my wife and XXXX XXXX XXXX who owned my mortgage at the time..
XX/XX/XXXX jumped through all the hoops required for disbursement and XXXX XXXX XXXX sells my loan to Selene Finance. Selene Finance requires me to jump through the same hoops.
XX/XX/XXXX-XX/XX/XXXX XXXX with Selene Finance tells me they are requesting disbursement. I ask how long and they tell me it could take 10 to 14 business days to hear from corporate 5-7 business days for check processing and 5-7 more business days for the check to reach my mailbox ... ..WHAT?!
XX/XX/XXXX to XX/XX/XXXX I pay out all of my savings which isnt enough to cover the work done to my home and I still owe the contractor a lot more money.
XX/XX/XXXX-XX/XX/XXXX I give them time to get me the money ... guess this was a bad idea ....
XX/XX/XXXX They tell me ... .and I quote ... '' It looks like we have lost the check..Oh wait no we have it, but we cashed it, but we cant give the money to you. '' I asked why and they said we dont know we need to here back from corporate.
XX/XX/XXXX - XX/XX/XXXX I have gotten XXXX to provide proof of payment and Selene Finance says they have the money, but are working on figuring out what happened with an accounting error before they pay me. ( LOL it takes a month for you to figure out an error you made? WHAT?!! ) XX/XX/XXXX I call them today and demand to speak to corporate. They will not let me speak to corporate. They will not pay me. They acquired my loan on XX/XX/2018 and we are about to enter XX/XX/XXXX ... These people are crooks I need help badly..
My agent said he has never seen a Mortgage company do this to an individual. He said I should get a Lawyer or contact the attorney generals office ... I dont know what to do PLEASE HELP List of names of people who claim they are helping me from the " loss draft department '' : XXXX ( He is the one who is following my case ) XXXX ( answers calls ) XXXX ( supervisor ) I know these people are " trying '', but their efforts are clearly not working..
Company Response: Closed with explanation