Selene Finance LP

2018-08-29

Boston, MA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-08-28

Ontario, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-28

Boston, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018, the company servicing my mortgage, XXXX XXXX XXXX , XXXX, ( XXXX ) transferred my account Selene Finance LP. I was on a repayment with XXXX that was difficult to make. I had to enter the agreement as they were threatening foreclosure. Selene Finance LP decided to keep the same repayment plan. I was advised by Selene even if they were to do a loan modification, it wouldn't work in my favor ; the payment would be higher than the current one. When I got the statement from Selene after the transfer, included was the payment coupon in the amount of {$740.00}. Thus far, I have sent {$2000.00} to Selene and they have not applied it to my mortgage. They said they want the remainder of the first payment. I sent in {$750.00} with the coupon. After speaking with Selene, several times, the answers to why the money hasn't been applied to my account is inconsistent. Twice, I've been told that the money will be returned. To date, it has not. They said I am in foreclosure status. Also, an enormous amount has been added to the total mortgage amount owed ; on XX/XX/XXXX, XXXX, {$140000.00} to {$170000.00} as of XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2018-08-28

Newark, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-28

Robertsdale, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Payments was made to selene as always. I made 4 payments in one month XXXX. Also in XXXX made 2 payments this was to applu for the month of may and XXXX. I also made a payment in may that was informed the shortage due from escrow analysis and if paid in full monthly rate would not increase. Selene shows no payment activity document med feom XX/XX/2018 to XX/XX/2018 in which the state I am two month behind. The payment was not received despite it being documented on the mortgage statement they mailed. They have XXXX unaccounted for that keeps getting reversed appled to escrow now showing fee changes and fines. Which are under dispute. They to this to scare me with an intent to accelerate notice today. Refuse to return call. Or respond respa any further that acknowledging the document was received. They have violate my rights and livelihood intentionally refusing to correct this matter that shows evident on their statement that the funds wss received. I have contacted an attorney but this Is still my responsibility to ensure action is being taken to correct this. Havoc and moral turpitude exhibited causing my family a hardships in several ways
Company Response: Closed with explanation

Timely Response

2018-08-27

Cocoa, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-27

San Francisco, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: i am trying to refinance the existing mortgage and the current loan holder is not providing me witht then ninformation i am requesting. i submitted the request and they are telling me it will take 30 days to reecive it.
Company Response: Closed with explanation

Timely Response

2018-08-25

Crown Point, IN

Trouble during payment process

Mortgage: VA mortgage

Complaint: In the last 30 days I have been receiving letters from Selene Finance indicating that my Property insurance coverage is insufficient. Upon having conversation with my insurance company, I was advised by my insurance company that the level of overage I had selected was above what is required for the State of Indiana. In XX/XX/2018 I had an property appraiser complete a physical on site review of my property and dwelling. The selected coverage exceeded the property appraisers assessment. My insurance representative made several attempts to reach someone at Selene Finance for an explanation. The only information that was released to my insurance representative was that Selene Finance required {$340000.00} worth of coverage with no clear explanation as to why.We made the necessary changes that Selene Finance requested until a time that was available to receive a more clear indication as to why the elevated amount was required. I had to take time out of work day to once again deal with the incompetence of this company to achieve the answers needed to resolve this issue. After waiting on hold for an excessive amount of time I reached a Selene Representative who in-turn sent me to the real estate representative, once again on hold until someone decided to answer the phone. During this time of waiting I patched in my insurance company representative to join the call and receive the explanation as well. once the real estate representative was on the line she kept asking me for the loan number to my account. I did not have the number with me but my insurance agent did. My insurance agent provided the number multiple times at the Selene representative would not process the request. We were on a 3 way call, my insurance company represents me and my interests and we have to play games like this?? Once again my insurance rep and I were placed on hold. I wrote the Loan number down and prepared for the return of the smug attitude of the Selene representative. Upon return I provided the loan number and proceeded to asking the question on the insurance requirements. The Selene rep would only state that they require the {$340000.00} amount, when asked how they came to that number, the Selene Rep stated she would have to transfer my call to customer service to get that answer. Again the call was transferred. Again, my insurance rep and I were place on an excessive hold time. Once the Selene Finance customer service rep connected, we went through the same verification process that was previously experienced. My insurance agent to the lead in questioning the Selene customer service rep. She insisted on sending me back to the real estate side to get the answers that we were seeking. I informed the Selene rep that we were just speaking with someone from the real estate group and they referred us to you because they could not answer the question. Finally after nearly an hour had elapsed we were able to determine that the {$340000.00} amount is what Selene Finance required by what ever standards they were using to achieve that number, even though the mortgage amount was $ XXXX they demanded the excessive amount costing me more money unnecessarily. As a blue collar worker and field service technician, it is disrespectful of Selene Finance to respect the time of consumers while on the phone instead of jumping through hoops and playing the transfer back and forth games.It is despicable to say the least to be harassed by Selene Finance with letters and demand more money from me unnecessarily. It is evident to me why Selene Finance has 1,120,400 complaints registered here on the CFPB and 200 different lawsuits filed against them. What is far more challenging is that a Regulatory Agency has yet to do anything about the malfeasance. I have also filed complaints with the Indiana Attorney Generals office. Something has to be done about this company and how they are operating.
Company Response: Closed with explanation

Timely Response

2018-08-24

Newberg, OR

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-24

Tarzana, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: THIS IS NOT A DUPLICATE COMPLAINT. I filed a previous complaint requesting the history of interest rates on my adjustable rate mortgage and a copy of the Note. The Company " Selene Finance '' then provided interest rate history information to you, but had never provided it to me after several attempts to obtain that information via phone request and faxed and mailed letters. Nor have they provided a copy of my Note. Well luckily, I now have the Note and HUD rider for my mortgage, I found my original copy in my records. So here 's the problem. According to XXXX at the CFPB the Company " Selene Finance " provided the following information about interest rate history. XXXX XXXX interest rate is 3.5 % XXXX XXXX interst rate is 2.5 % XXXX XXXX interest rate 3.625 % My NOTE ( see attached documentation ) says that the interest rate can NEVER increase or decrease more than 1 ( ONE ) percentage point per change period. Which was actually in XX/XX/XXXX, not XX/XX/XXXX. So for example XX/XX/XXXX is 2.5 % and XX/XX/XXXX is 3.625 % 3.625 % - 2.5 % =1.125 % So the current interest rate is 1.125 % higher than allowed per my NOTE.
Company Response: Closed with explanation

Timely Response

2018-08-23

Las Vegas, NV

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My issues began back in XX/XX/2018 when I requested Selene Finance to remove my MIP due to my LTV falling below the {$170000.00} value of my original loan amount of {$220000.00}, below the 77.6 % LTV per USHUD, mortgage letter XXXX. I have purposely made large principal payments to increase my equity as I have never qualified under any of Obama 's Affordable Housing programs to reduce my interest rate from the high 6.375 % that I have been stuck with since the inception of this loan. The benefits were not provided to a working male XXXX who is not only a XXXX XXXX veteran, but I have also never missed a payment. My MIP was removed as my payment decreased, but I never received any letter from them stating the outcome or if I was due any refunds. In XX/XX/2018, I made another large principal payment and they applied it to escrow. I called and spoke with XXXX ext XXXX on XX/XX/18, who said she would submit the correction to her supervisor. I also advised her that I could no longer see my statement or amortization schedule online nor have I received it by mail. She was not aware why it was no longer available. She was to look into the issue for me. I called back on XX/XX/18 and spoke with XXXX who said it still hadn't been fixed and would submit it again to a supervisor. I asked for a statement and amortization to be sent as I want to validate my payments are being received an applied correctly. To date, I have not received any statement or amortization schedule validating that my payments have been applied correctly. Today, XX/XX/18, I called and spoke to a female customer service representative. I could not understand her name. She did not know what an amortization schedule was. She asked her supervisor about me not receiving any statements as well as the requested schedule. Her supervisor directed her to have me put my request in writing. I told the representative that I have requested my monthly statement and amortization schedule several times and should not have to put that request in writing for a statement that I should automatically receive. I told her I was going to submit a complaint to the CFPB and she didn't even know who of your agency as well. I feel that Selene is purposely punishing me for paying extra principal payments due to them losing out on interest. This is an egregious act on their part to injure me by hiding how they are applying my payments. I am reaching out to you the CFPB in hopes that you can assist me in getting to the bottom of this. I am hoping you can get Selene to provide me with the following : Monthly statements mailed to me without me having to request them each month My amortization schedule available to me when requested A copy of my original loan documents.
Company Response: Closed with explanation

Timely Response

2018-08-23

Wonder Lake, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-22

Hinkley, CA

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

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

Investigation took more than 30 days
Complaint: 1. In a letter dated XX/XX/2018, I requested Selene Finance , Inc. ( " Selene '' ), my mortgage servicer, to remove unfair reportings to my credit reports of : 180 days late to XXXX and XXXX ; and 120 days late to XXXX. I have a certified mail proof of delivery receipt dated XX/XX/2018. Thus, Selene 's 30 day deadline was XX/XX/2018. 2. I obtained a copy of my XXXX, XXXX, and XXXX credit reports on XX/XX/2018, well after Selene 's deadline of XX/XX/2018. Again, Selene was required by federal law to place a " notice of dispute '' on my accounts no later than XX/XX/2018. 3. In a letter dated XX/XX/2018, I notified Selene that it had not placed a notice of dispute on my XXXX, XXXX, and XXXX credit reports within 30 days. Thus, federal laws requires Selene to completely remove the items reported late from each of my credit reports. 4. Selene still has not complied with federal law. The late reportings are still on each one of my credit reports and I want them removed.
Company Response: Closed with explanation

Timely Response

2018-08-22

Bremen, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am doing this complaint against Selene Finance do to unfair mortgage practices that we are dealing with this company. We were on a repayment plan from XX/XX/2018 until XX/XX/2018 in the amount of {$1000.00}. Our original payment plan is {$890.00} and we were only behind one month. We made every payment that was suppose to be made. We made the last one for XXXX on the XXXX of the month. I called in every month and spoke with a live agent to give them the payment to make sure it was paid. When I signed in to make my XXXX payment it showed me having a balance of over {$2000.00}. I then called and asked what this amount was about. I was told this amount was my escrow in which our property taxes and insurance went up. Something I had no knowledge of. You would think with me talking to a live agent every single month while on the repayment plan something would have been said, but it wasn't. Now I'm being told that I am 2 months behind on my mortgage but how is that possible when I was making my payment every month including the extra {$140.00} to get the one mortgage note caught up. Then because I had no knowledge of any escrow issues I was told the letter would be resent to me. The mortgage company then sent someone out to my house to take pictures of my home. They knocked on my door and asked me if I was renting or did I own the home. Why was that even done? I have made all my payments and didn't deserve to be embarrassed the way this company did especially when I am not behind on my payments. I then called Selene again and was told that I could do whatever I wanted that nothing would change and that I couldn't speak with a supervisor or even get a number for corporate. I hung up and called back to be on the phone for over 40 minutes to be told that we had a {$640.00} credit and if I paid {$1000.00} it would take care of my XXXX payment but my XXXX payment of {$1000.00} of the repayment that we were set up for had already been made on theXX/XX/XXXX and has cleared my account and is showing on the account info when I sign in to look at Selene. Now even with the repayment plan being taken care of now this company is saying the repayment plan doesn't matter and that I am 2 payments behind which is to me unfair practices by this mortgage company. Something has to be done about this. Its no way I can be on a repayment plan, make all my payments then they now come and still try to tell me that I am behind after making my mortgage payments every month due to an escrow that I had no knowledge of. I will not allow this company to take my home in this way knowing that they are not doing what is fair and right. They say that they hold themselves to the highest standards of customer service, working honestly and fairly with all customers and clients. Nothing about what this company is doing is honest and fair.
Company Response: Closed with explanation

Timely Response

2018-08-17

Shulerville, SC

Trouble during payment process

Mortgage: VA mortgage

Complaint: I purchased a home in XX/XX/XXXX in XXXX, SC through XXXX XXXX. This is a VA loan, as I am a veteran. They sold our loan to XXXX XXXX XXXX ( which is apparently also known as XXXX XXXX XXXX ), XXXX XXXXXXXX XXXX then sold our loan, effective XXXX XX/XX/XXXX to XXXX XXXX. We received NO PRIOR NOTICE from XXXX XXXX XXXX and only discovered this sale of our Mortgage when we contacted XXXX XXXX XXXX on XX/XX/XXXX or XXXX about a modification to the loan and were told we were no longer their customer, but it was now XXXX XXXX. I received a notice and information packet from XXXX XXXX, dated XXXX XX/XX/XXXX, and received this packet on either XXXX or XXXX XX/XX/XXXX. This means that while Selene created the notice in 14 days from assuming the mortgage ( XXXX XX/XX/XXXX ), I was not notified until 21-22 days after they assumed the mortgage from XXXX / XXXX. This is two different mortgage companies and one finance / debt collection agency in under a year. And the second sale / transfer was done without any notice until well after it occurred. Today, XXXX XX/XX/XXXX, I received a notice of cancellation from my insurance company stating that my home owners has been cancelled, because neither Selene, nor XXXX / XXXX did not notify my insurance company. Since my mortgage payment includes my taxes and insurance payments, this should be done by them. It was when XXXX sold my mortgage to XXXX / XXXX, but not in the XXXX / XXXX to XXXX sale / transfer. And all of this without my knowledge or consent. As the mortgage holder / consumer, we should have greater rights as to who owns our debt, and under what terms. This is excessive that in less than twelve months I have been through three finance institutions, and the potential for abuse or mistakes compounds with each sale / transfer.
Company Response: Closed with explanation

Timely Response

2018-08-16

Yelm, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-15

Lithonia, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-13

Detroit, MI

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Selene Finance has this mortgage listed on my credit report when it was filed in my bankruptcy.
Company Response: Closed with explanation

Timely Response

2018-08-13

AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Every month when I attempt to pay my mortgage there are issues with paying it. I pay online as I am in Arizona and the property is in Ohio. I am never able to access my online account and it is constantly changing. I call into the mortgage company and they are not able to assist me with this. The only thing they have to offer is over the phone payment with an additional {$12.00} charge or I end up having to pay a late fee of {$20.00} as after the XXXX of the month, my account always miraculously starts working again. This has been an ongoing issue for over a year. I also cancelled my home owners ins in XX/XX/2017, as the home is under a land contract and the tenant has his own home owner 's policy and they are still charging me $ XXXX/mo for ins that has been cancelled. I believe this is fraudulent.
Company Response: Closed with explanation

Timely Response

2018-08-09

Havana, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-08

Granite Bay, CA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-08-07

Tampa, FL

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-06

Soddy Daisy, TN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was sold on the XX/XX/2018. The escrow had been improperly assessed. My new company Selene Finance LP has stonewalled me for over two months now on fixing the situation. They have incorrectly assessed my property tax wrong causing a shortage in my escrow. I have had three escrow anaylsis 's submitted. I have faxed over all tax information related to the two lots I own. On XX/XX/XXXX they sent me a new escrow analysis that corrected the property tax payments yet didn't factor in my home owners insurance. Then on the XX/XX/XXXX they fixed that but changed the property tax back to the original error. You are told one thing by a supervisor, XXXX XXXX, and then told another by other CSR 's and other supervisor 's. The latest I have been told is that they will open another inquiry. This has not helped in the past. I can't even reach a supervisor in the escrow department. Apparently according to customer service there is no way to reach one. This is a simple math fix but seemingly they can't do simple addition at Selene Finance. I won't give up, I want this fixed.
Company Response: Closed with explanation

Timely Response

2018-08-06

IN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I fell a little behind and am still one payment behind. Selene allowed customers to pay payments online. Several months ago they changed their online system so that customers can only pay what is due. Nothing less and nothing more. The amounts are grayed out so that nothing can be changed. I contacted them and was told this was their new policy and that customers would have to call in to make any other payment arrangements. The problem is that as of XX/XX/XXXX when making a payment on the phone a customer is required to pay either an {$8.00} fee on their automated system or {$12.00} with a customer service rep. They also increased late fees. So if a customer would like to pay more on their mortgage loan, they are required to pay this fee. When I discussed this with the customer service rep, it was clear there is no recourse for the customer. It seems that to maintain a good standing with customers they would have grandfathered in customers that have been with them long term. At the very least, they should have contacted customers notifying them of this " new policy. '' This was not done. I see this nothing more than a way to take advantage of their customers and they know there is no way to dispute their ridiculous fees and holding customers XXXX by not allowing them to pay additional amounts on their loans without paying a fee.
Company Response: Closed with explanation

Timely Response

2018-08-03

Boloxi, MS

Trouble during payment process

Mortgage: VA mortgage

Complaint: XX/XX/XXXX a credit of XXXX was applied to my account and was never called on it or emailed why I had this credit. XX/XX/XXXX XXXX took XXXX out of my account for the monthly payment for XX/XX/XXXX, they should of only taken the amount XXXX to complete the payment. Still no phone call or email on the credit. Now its XX/XX/XXXX and they automatically applied the XXXX to a principal payment and took the full amount again which caused my account to bounce and my bank to charge me XXXX for the over draft fee.
Company Response: Closed with explanation

Timely Response