Selene Finance LP

2018-07-03

Augusta, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was bought by Selene Finance LP last month. My old loan company, XXXX XXXX, was authorized to debit my bank account for the monthly payment. I have received zero correspondence from XXXX, even after XXXX phone calls to the company concerning the transition. I was told that a welcome package would be mailed to my home with the new account number, and I would have to make my first payment via phone, and there after would fill out and submit a form from the welcome packet to authorize Selene to debit my bank account. As to date, XX/XX/2018, I have not received the welcome packet. On XX/XX/2018, I was notified by my bank that Selene tried to debt my account for a payment, and that a NSF charge of {$35.00} would be charged to my account, and that Selene was not authorized to debit my account in the first place. I am asking Selene be held accountable for an unauthorized charge to my account, and that they refund me the NSF fee that caused by doing so.
Company Response: Closed with explanation

Timely Response

2018-07-03

Boloxi, MS

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-02

City Industry, CA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-07-02

TN

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Company Response: Closed with explanation

Untimely Response

2018-06-30

Tampa, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XXXX XXXX my mortgage servicing company changed from XXXX XXXX to Selene Finance. My XXXX mortgage payment was drafted by XXXX XXXX on XXXX XXXX and is reflected on my Selene Finance Account as received on XXXX XXXX. On XXXX XXXX, Selene Finance withdrew {$2100.00} from my bank account without my authorization. My wife and I had not even signed up for automatic payments on the Selene Finance website. Also, during the transfer of mortgage servicing providers, Selene Finance did not receive documentation regarding my VA loan and sent a letter to me stating that I must have insurance for the full amount of the loan. They either did not receive the VA documents detailing what I am responsible for insuring or they disregarded them. Finally, the Selene Finance website states that my next mortgage payment is due on XXXX XXXX, which is incorrect as my mortgage has always been due on the XXXX of each month. By law, Selene Finance can not change anything with my mortgage agreement.
Company Response: Closed with explanation

Timely Response

2018-06-28

Norwalk, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, my mortgage servicer, Selene Finance, placed a notice of default on my property while i was one month late on my payment ( due for XXXX ). When i called the company, they said because my current payment ( XXXX ) " technically '' is due on the first of XXXX and i had not paid that payment either, therefore, I qualified for the Notice of Default on my property. This is ridiculous and contrary to how they and other banks in California have handled delinquencies. Not only is this hurting my chances of refinancing my second trust deed, again after the Great Recession that i seem to be unable to recover from and now this.
Company Response: Closed with explanation

Timely Response

2018-06-26

NJ

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Complaint: Selene Finance has refused to provide me with a mortgage statement that I need to have for my appointment with New Jersey Citizen Action.I have been asking for several weeks.
Company Response: Closed with explanation

Timely Response

2018-06-26

Birmingham, AL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-06-26

Brentwood, TN

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: Requested payoff quote from Selene Finance on XX/XX/XXXX. XX/XX/XXXX, still have not received the payoff quote. Called again and representative was very rude. Finally said request would be expedited and should have within 24 hours. As of today, XX/XX/XXXX, still no payoff quote. Called again and representative was again rude and refused to give a timeframe for when payoff quote will be provided.
Company Response: Closed with explanation

Timely Response

2018-06-26

Palos Park, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We recently bought a new house and our loan was bought by several companies before staying with Selene finance. We paid our first payment ( XXXX ) via check. It was made out to Selene and they cashed it and it cleared our bank. When we went to set up our online profile on their website a month later it had said that we didn't pay for the month of XXXX. When we called them to find out what happened to the XXXX payment we were told that it was " reversed '' ( they couldn't tell us who reversed it or why ). We never got our payment refunded to our bank though. We have called dozens of times and each time we have gotten different answers on why it was reversed and why we didn't get our money refunded. Reasons varied from the payment was for a month prior to us buying the house, the routing number on the check was hard to read, they didn't even see the check and they didn't know why it was reversed and one time they just hung up without ever calling back. We were also told that we made it out to the previous lender but we sent them a copy of the cleared check showing it was made out to Selene finance. They had stamped the back and cashed it. Every time we talked to someone they said they'd find out and call us back. No one ever called back. After several calls they said they would look into it. Shortly after that we received a letter saying that they would investigate over the next 30 days and they wouldn't report any detrimental info to the credit agencies. The 30 days is almost up and no one has called. After we called several more times they have not gotten any info on what is happening. We were not allowed to pay our XXXX payment because the system wouldn't let us without repaying for XXXX. Recently we received certified mail stating that we were in default for failure to pay. We called and got in touch with the supervisor XXXX who said he'd look into it and get to the bottom of it and call us back. That was several days ago. I called again and was told that the default was still in effect but after everything is sorted out it should all fix itself and fall into place. They could not give me a time frame on when it would be figured out.
Company Response: Closed with explanation

Timely Response

2018-06-22

CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX I received a Mortgage Statement dated XX/XX/XXXX from XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX, TX XXXX, telphone # XXXX. The statement indicated that I owed {$4400.00} on my mortgage for property located at my residential address. My mortgage, as far as I knew, was serviced by XXXX XXXX XXXX for XXXX XXXX XXXX XXXX ( XXXX ). I called XXXX at XXXX and informed XXXX that I received a notice from Selene Finance indicating that I was past due on my mortgage. XXXX informed me that my loan had been sold to Selene Finance and a notice had been mailed to me by XXXX on XX/XX/XXXX informing me of the transfer. I had not received the notice and informed XXXX of same. She obviously could not explain why I had not received it, and said she would resend me the notice which I would not receive for 7-10 days. She further informed me that I was not overdue on any payments, that my XX/XX/XXXX payment that had been automatically sent directly from my bank account to XXXX was transferred over to XXXX XXXX. She explained that the payment and the notice I received probably " crossed in the mail. '' XXXX said I could call Selene Finance and tell " them '' that XXXX showed my mortgage payment was forwarded to them on XX/XX/XXXX. After talking to XXXX at XXXX, I called Selene Finance and an operator answered, and I am sorry, I can not recall her name. When I called I was asked for personal information which I thought was to verify my identity to talk to me about my mortgage. The woman began explaining all about my rights re the collection of a debt and did I understand what she was talking about. I told her no, I was calling about my mortgage that had been transferred. She looked up my account and told me that I owed {$2200.00} and that I could pay it by phone. I tried to explain that it had already been paid to my previous lender, and forwarded on to them. She said that wouldn't work because they couldn't accept a check written to another business. I further tried to explain about the auto bank payment but was cut off and told I had to pay the money now over the phone. I told her that I would not make the payment as it had already been paid. She seemed very happy to hear that and said fine, I will just put a note in your file that you refuse to pay. She never once yelled, or used foul language, but she was incredibly sarcastic, talked over me when I was trying to explain, her manner was extremly demeaning. When she was about to hang up on me I told her not to and demanded to speak with her supervisor. She told me " I am more than happy to have you speak with my supervisor, '' in a very sarcastic voice. " XXXX, '' who came on the line and indictated that she was the supervisor was respectful and listened to me. She could not help me during my call, but said I should call on the following Monday to ascertain if my payment had been processed. She explained that a large amount of mortgages had been obtained in the last month and all of the information had not been processed and put into the system. I did not ask why then did I receive a notice that I owed {$4400.00} by XX/XX/XXXX, that was mailed even before my XX/XX/XXXX payment would have been delinquent? XXXX could not give me a direct line to call in to check on the status of my account, or give me the name of a person to follow-up with on Monday. She stated " Yes, '' that I would have to call the main line and speak with whoever answered the telephone that day. The people that answer the phones are all debt collectors, not mortage servicers. I did tell XXXX about my experience with the first operator I encountered on their customer service line. She stated that the call had been handled incorrectly, apologized, and said she would speak with the operator. I was still upset, I cried and explained that I did not feel that I was being treated correctly, that I shouldn't have to call back, that they should check into it and call me, or at least give me a contact person to follow-up with. XXXX would not do this. I stated, emotionally, that I did not feel that I was treated well, did not feel like Selene Finance cared and I hoped that I could refinance my loan and not have to deal with the company. XXXX said nothing but good bye. After that telephone conversation, I looked up Selene Finance. I was amazed at the number of complaints made through various on-line sites regarding Selene Finance and their habit of not posting mortgage payments in a timely manner and trying to charge customers late fees. Customers had been able to prove timely payments by the dates checks/autopays had cleared their bank accounts but had to go through arduous dealings with debt collectors to clear the late fees, and they would show up in their credit reports. The XXXX gave Selene Finance a D- rating due to their poor business practices. My previous mortgage broker is now helping me to resolve this payment and transfer snafu. But, what I really want to see happen is that I be allowed to have my mortgate serviced by a reputable mortgage servicer without having to refinance at a much higher interest rate than the one I recieved in XX/XX/XXXX. I don't see why I should be penalized by having my mortgage serviced by what appears to be a close to fraudulent finance company. And, I would also like to know, who truly owns my mortgage. Is it Selene Finance, or are they servicing for another financial institution? Further, I have an escrow account, which I understand would have been transferred as well. I would like an accounting from Selene Finance as to what amount they received from XXXX XXXX XXXX XXXX. and on what date. Thank you for your assistance.
Company Response: Closed with explanation

Timely Response

2018-06-21

Ernul, NC

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-06-21

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I recently modified my mortgage. All payments have been paid on time. Selene finance is holding XX/XX/XXXX and XX/XX/XXXX payments in a suspense account and will not apply them to the mortgage. This is now showing as being two months past due and Im receiving calls and letters. The mortgage is not past due. Ive called many times and been told it would be corrected in 24-48 hours. Never happened. Ive also been told there is nothing we can do about it. Customer service is quite rude and changes their version of events every time you speak with them. My account is not past due, Ive paid every month on time yet they are refusing to apply the payment for no valid reason. Its as if they are trying to force me back into default when I am not.
Company Response: Closed with explanation

Timely Response

2018-06-20

Cheverly, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We ( My Sister & I : XXXX XXXX-On Deed/Not Loan ) are doing a follow-up as an CFPB associate suggested, and are rendering an amended addendum, based on the neglect and oversight on the previous complaint and comprehensive package, that was sent to your organization, that was either intentionally omitted or ignored via Selene Finance 's response. Included in this package is the most recent modification offer that was sent to us ( Pages 1-3 ). We accepted the offer and replied within 7 business days ( Pages 4,5 ). NOTE : Because of the fact that Selene Finance did not acknowledge that they damaged my sisters credit, nor did they make any mention of repairing the damage until we filed a complaint to your organization ( CFPB ) . I rendered a counter offer for them to consider, due to my being perturbed, and having a feeling of hopelessness, because of the affect it had on my sister 's health ; and the length of time the Derogatory Reporting being in existence, at least 9 months before they ( Selene Finance ) corrected the problem ( See Pages 6,7 ) Derogatory Report ( Pages 8,9 ).
Company Response: Closed with explanation

Timely Response

2018-06-20

Tacoma, WA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-06-15

Lewisburg, TN

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-14

Cottleville, MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-14

Rochdale, NY

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: XXXX XXXX with an address XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, TX XXXX. Created an Account in my name and wife 's name XXXX XXXX & XXXX XXXX without our consent. We have no contractual relationship with this ENTITY and believe that this ENTITY is committing Fraud using fraudulent papers and Identity theft.
Company Response: Closed with explanation

Timely Response

2018-06-13

Bremen, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I did not receive any information about my loan being sold to a new mortgage lender. I did not receive any mail or emails regarding the new loan servicer. The new company is Selene Finance and my old mortgage lender was XXXX XXXX mortgage.
Company Response: Closed with explanation

Timely Response

2018-06-07

Dale City, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-07

White Hall, PA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Dear sir 's, I am writing to complain about our finance company. the name is Selene finance out of XXXX Texas. We had started a process of refinancing with XXXX XXXX XXXX XXXX in XX/XX/XXXX. Our personal contact was with XXXX XXXX XXXX. Working together we started the process which we understood to only be a thirty day process. W e helped pull our credit history. XXXX XXXX scores were XXXX, XXXX, XXXX. Mine ( XXXX ) were XXXX, XXXX, XXXX. We contacted Selene and asked for a payoff amount, We had tried almost daily to get through, only to be told " we are experiencing high call volume '', and put on hold. XXXX XXXX tried contacting them also with the same results. When they finally got thru to someone, Selene said we were in an open bankruptcy. It was a lie. Selene has delayed the process so long that we were past our deadline and would have to start all over again, it's been almost 50 days. My husband has XXXX XXXX XXXX, he got while serving our country in XXXX ( XXXX XXXX ), his hope was to get out of an open interest to a fixed rate before his health got worse. The stress of this whole situation has been so rough on him. He was looking out for me. We have tried to get them to send a payoff statement, the last one was the first week ofXX/XX/XXXX, iam still waiting for it. The false information they gave has cost us more than just time, it has caused us so much stress. Thank you for any help you can give, Sincerely, XXXX & XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-06-04

IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been trying to get a modification for my home mortgage. I have been doing so since XX/XX/XXXX. I have submitted at least 4 times their requested documents on their application process. They always deny it stating I am only eligible for a short sale. I am working with a government appointed organization in XXXX County. I have sufficient income and not much debt. Submitted applications on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-06-04

Rehoboth Bch, DE

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-01

Warrenton, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX and XX/XX/XXXX requested a loan modification package from Selene Finance, no correspondence from them until the last week of XXXX after several attempts. Submitted loan modification application and supporting documents immediately ( XX/XX/XXXX). Called and left message with ( XXXX XXXX - Point Of Contact - Assigned to my account ) to follow up days later to make sure that Selene Finance received the full/completed package. Did not hear back from XXXX XXXX/Selene, until ( on/or about ) the week of XX/XX/XXXX by mail, acknowledging receipt of my information ; however, Selene had deemed my package incomplete and was requesting more documentation sent to them by XX/XX/XXXX in order to proceed with their review and consideration for my request for loss mitigation. On XX/XX/XXXX called Selene/XXXX XXXX,, no answer, got her voicemail ( typical ), zeroed out to speak with member on her team. The reason for my call was to follow up and make sure that Selene had all of the requested documents in order to complete the package.so that they could proceed with the review. During the call ( XXXX XXXX EST ) I was told that a decision was made on that day to deny my loan modification. I asked the Rep for Selene ( XXXX? ), what was the reason for the denial, at the point she put me on hold for a few moments, when she returned she stated that it had do with my business income ( XXXX. ). During the exchange I had informed her that I've made and was making payments all year, and did not understand why I was not approved on a trial bases. She began to insult me to he point I felt DISCRIMINATED against at which time I ended the conversation. Hours later ( XX/XX/XXXX ), I then receive a call from XXXX XXXX, stating that her colleague forgot to offer me a one time, keys for cash option of XXXX, to move out of my house in 30 days. I TOLD HER THIS WAS NOT AN OPTION although my house is scheduled for an upcoming foreclose sale on Tuesday, XX/XX/XXXX. I proceeded to try an negotiate a trial base loan modification with XXXX and she said No, shortly after that the call ended. I am disputing the debt. the debt has not been validated. .
Company Response: Closed with explanation

Timely Response

2018-06-01

Fort Lauderdale, FL

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response