Selene Finance LP

2019-05-30

Hillsdale, NJ

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-05-24

VT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We are currently in the process of mediation with Selene Finance to try and avoid foreclosure on our home. We have been in contact with the servicer as well as their attorney ( this is the 2nd attorney they have used since mediation has started and we were not made aware until the previous attorney responded to an email sent by myself and mediator stating his firm was no longer handling the case ) over the months to express our intent of retaining our home. We are being billed for the 1st attorney who filled unnecessary paperwork with the court stating we did not respond to the initial complaint within the given timeframe, which we had and the judge denied his request to move forward. We have documentation to prove that the initial attorney received our written response to the complaint in a timely manner and days later lied and requested the court issue a judgement due to our failure to reply. We have had 3 single points of contact at the servicer in a one month period, when we spoke with our current contact at Selene, XXXX, on XX/XX/XXXX I asked for the amount needed to bring the loan current. He placed me on hold and returned with the figures, the first amount given was to cover past payments through the month of XX/XX/XXXX which was {$7700.00}. I then requested the amount needed if we went into XXXX and he gave us the figure {$8600.00}. I advised we would find a way to come up with the funds before the end of XXXX, as we already had $ 3000+towards the past due amount. We had our 1st phone Conference for mediation with their attorney and foreclosure mediators on XX/XX/XXXX. Their attorney informed us she had no information or paperwork from the servicer, I advised of our recent interactions with the servicer and gave all the figures we had been given to both parties as well as all the information we had been given in regards to a modification plan. Given that their attorney had no paperwork or information we could not really proceed with trying to work anything out past letting her know the $ 3000+ we already had as well as the amount we were working towards {$8600.00} in order to bring the mortgage current. She advised that since we were in mediation all contact with the servicer should go through her. We scheduled another phone conference for XX/XX/XXXX.On XX/XX/XXXX our servicer contacted us and we requested a reinstatement letter so we could submit payment by the end of XXXX, he advised he would send one out. We also advised him of what their attorney had said regarding contact through her and he stated there was no cease and desist in place and direct contact could continue. I emailed both the attorney and mediators on XX/XX/XXXX about the phone call with the servicer and the content of what was discussed and requested. She replied onXX/XX/XXXX stating that she had no problem with us having direct contact with the servicer, but that neither her nor the mediators were being kept in the loop as to what was happening and since this file was in mediation that was a requirement. I responded the same day advising that we had kept both her and the mediators up to date on everything including interactions, paperwork received and requested etc. And that it was the servicer who had failed to provide her with any documentation or information on their end in order to keep her up to date, and we had stayed in continuous contact providing updates updates even on not yet receiving paperwork and that our only goal was to retain our home and we were doing everything we could to do that. She responded on XX/XX/XXXX stating she had heard from her clients and offered us a deed in lieu of foreclosure, I responded the same day thanking her for the update and advising that we would have the amount quoted by Selene ( {$8600.00} ) to reinstate by the end of the month of XXXX. Then on XX/XX/XXXX we finally received the reinstatement letter we requested earlier in the month and the amount had increased substantially to {$14000.00} expiring XX/XX/XXXX with a pay by date of XX/XX/XXXX. {$10000.00} in past due payments, {$300.00} late fees, and {$3300.00} for a Corporate advance balance. I emailed their attorney and the mediators immediately asking how the figure could change period, but especially so drastically. I also scanned a copy of the letter to email the next day and sent it to both parties. I did not receive a response from their attorney regarding my question, I only received an email from a different person at their form on XX/XX/XXXX with a new reinstatement letter with an even higher amount of {$16000.00} expiring XX/XX/XXXX. It appears as though these increases and charges are excessive and predatory as well as purposeful to prevent us from retaining our home and bringing the loan current. How we can be given so many different figures in such a short amount of time and be charged for 2 different attorneys as well as monthly fees for property inspections when we have been in contact with both the servicer as well as their attorney advising that we are occupying the residence and actively working towards resolving the arrears there is no need for monthly drive bys or charges. There is almost more in added on fees ( which a chunk of have not been itemized ) then there is in past due payments. Plus we are paying more for all the additional extensions for mediation with their attorney for them not supplying her with ANY document or information in a timely manner and each day, week, and month causes new charges to be incurred which appears to be them continuously moving the goal post and making it near impossible to bring our loan current. As soon as we advised we would have the original amount within the time frame given we received a letter with almost {$6000.00} more added to that amount then a week later a new letter with a new larger amount for almost {$3000.00} more added.
Company Response: Closed with explanation

Timely Response

2019-05-23

East Rockaway, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I want to express my frustration with working with Selene Finance on Short Sale of my property. Not only has this bank being unprofessional, but at the same time they have been so irresponsible in my case that I feel at this moment I'm going to loose this house and have this debt with them because of them misinterpreting my file. I know I'm behind for a couple of years on my mortgage, but they have not even tried to help my situation, only making it worst for me. It all started when I requested a Short Sale on my file in XXXX of XXXX. They advise me that unfortunately nothing could have been done because the " foreclosure attorney '' had scheduled a sales date and not them, when I called the " foreclosure attorney '' they had advise that Selene Finance had placed a sales date on my house, they had me lost in space to have me believe they were blaming each other, when in reality they supposed to be working with each other, how can this be possible. I tried to negotiate with them and start the process of the short sale but they kept neglecting my help, only saying they could not do anything because if the sales date. I was forced to do a bankruptcy on my house just to stop the sales, because I wanted to go on mutual terms with them. The sales date was back in XXXX of XXXX. On XX/XX/XXXX, I faxed over a complete package to the bank with no response. I did not received any correspondence from the bank assuring me that the file was being worked on, and not a single point of contact assigned to my file to assist me in the Short Sale Process. Since there was no response, I got desperate and send another package in XX/XX/XXXX. Again, there was no response. I waited another week and no response. I called the bank and spoke to XXXX XXXX on XX/XX/XXXX. She mentioned that account specialist was not available and will have her give us a call back directly on status of short sale. A week had past by and there was no callback from any account specialist. On XX/XX/XXXX, because of no callback. Called lender to check status of short sale. Spoke to XXXX from Loss Mitigation Dept.She advise the file is active in Sales date and schedule for XX/XX/XXXX. I asked how come they did not advise me of this on the previous week I had called. She mentioned the file was not active in any review for short sale and there was nothing that could not be done because the short sale was in less than 37 days. I told her that there was a fully executed package on XX/XX/XXXX, and no one ever called to go over status or if anything is needed. This is just not fair. She said she could not do anything and she transfer me to account specialist and left a message for status. Once again, due to their negligence, I was forced to go on bankruptcy. I relisted the house for sale again because I want to execute the short sale of the property, and we managed to get a buyer for the property again. I spoke to Selene Finance and they advise that we needed to submit a fully executed contract to review the file for a potential short sale. I faxed over a complete package on XX/XX/XXXX. The documents that were faxed over were the requested documents they had requested which was Uniform Borrower Assistance Form/ Real Estate Fraud Certification/ Fee Agreement/ Third Party Authorization Form/ XXXX Residential Contract of Sale/ HUD 1 Settlement Statement/ XXXX Income Tax Return. On XX/XX/XXXX, Called lender to check status of short sale. Spoke to XXXX from Loss Mitigation Dept. Sales date assigned for XX/XX/XXXX. He advised that they received the documents and have been imaged in their system. They will review the documents and will advise if the file can be approved for short sale by the end XX/XX/XXXX. Since no one called me before this date, I called the bank today XX/XX/XXXX. Called lender to check status of short sale. Spoke to XXXX from Loss Mitigation Dept. Sales date assigned for XX/XX/XXXX. They advise they could not process the short sale because the property its less than 37 days of short sale in FHA rules. They could not process the short sale and bank will move forward with Foreclosure Sales date of XX/XX/XXXX. Again with this stuff XXXX. I tried everything to comply with everything they ask for and I personally feel that Selene Finance has done nothing in my file. I think its XXXX and they just want my house no matter what it takes. The representative also mentioned they need to review for retention options first, have that be declined, and then they could move forward with a short sale. they have misinformed me since the beginning, they are not on the same page, and now I'm loosing my house due their negligence. I did my homework and found out that maybe the reason why they want my house so bad, its because they found out the house has some value, this is just not fair, I want a chance to come into mutual terms but this bank is just not cooperating.
Company Response: Closed with explanation

Timely Response

2019-05-20

Clarkesville, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I received a letter from Selene Finance dated XX/XX/19 stating I had not paid my mortgage in XXXX and XXXX and that I was in jeopardy of losing my home. I called them and spoke with XXXX and gave him the check numbers for the checks that had been processed through my bank showing that I had made payment. He stated that they had received my XXXX payment on XX/XX/XXXX, so I asked why the letter dated XX/XX/XXXX stated they had not received my XXXX payment. He didn't have an answer. Since that day, I have had conversations with XXXX and XXXX about this situation and all they tell me is that my payment was returned and I've explained that no it hasn't. They are saying I didn't have enough money in my account and my check must have been returned. HELP! I found out today Selene has reported me over 30 days late on my credit report. I really need all this cleared up. I've never had a problem like this with any other mortgage company/servicer. I've attached a copy of my checks ( front and back ) and my bank statement showing the amount was deducted from my account, not returned for insufficient funds.
Company Response: Closed with explanation

Timely Response

2019-05-17

Chatsworth, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-16

Arlington, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-16

Long Beach, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I inherited my family home of over 30 years once my mother passed away in XX/XX/XXXX via family trust. I was not only successor trustee but solo benificary of her trust. For the past 7 years I've maintained the property with no problem. I recently fell on a financial hardship which caused me to fall behind on the mortgage. In the past when this has happened I was able to simply contact the lender and workout a payment arrangement with no problem. My loan was recently sold to a new servicing company, however I didn't think anything of it. I reached out to them to request a 6 month re payment plan and provided all documentation required back in XX/XX/XXXX. Every time I would request a status they would ask that I provide them with more documentation. This delay was extensive causing me to fall further behind. To date I'm behind {$14000.00}. I recently contacted them on XXXX XX/XX/XXXX and the representative stated the borrower is dead and hung up in my face. I tried to explain that yes the initial borrow ie my mother has passed away something that has been in my file since XXXX, however I'm not deceased. The representative still hung up in my face as I requested to speak with a manager. Since I've placed several phone calls with no resolve and even faxed over a letter where I included a copy of our family trust. The property is recorded in my name so they are well aware it's mine. To date I've still not heard back. My property is worth a lot of money and I feel this company is trying to force me to lose my family home of 30 years. At this point I have the monies to pay the back and current mortgage payments, however they still will not contact me or speak with me. They have also blocked online access so I'm not able to go online to pay and bring the loan current.
Company Response: Closed with explanation

Timely Response

2019-05-16

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX I received a call from XXXX saying my balance of {$100000.00}, was sold loan to another company and I should hear from them in a week. In XX/XX/XXXX, I called XXXX, they stated they had none of my records and didn't know what to tell me. Because they had none of my records they did not know who purchased my loan. I called around to a few mortgage companies looking for loan owner and asked for suggestions. Nothing. I even looked on the XXXX XXXX XXXX, nothing. In XX/XX/XXXX I received a " Trial Modification Plan '' from Selene showing a balance of {$140000.00}. I called the company and they said I needed to complete an application to request a loan modification. I tried to explain to them I received a Plan and was fine with the Plan and would began payment noted on XX/XX/XXXX for {$1300.00}, but I was not ok with the escalated amount of {$140000.00}. They said no, had to submit paperwork. Requested paperwork to be mailed t/o my residence. In a separate envelope, on the same day dated XX/XX/XXXX addressed to me, I received a letter stating " Notice of Default & Intent to Accelerate '' stating next payment due date wasXX/XX/XXXX, " default amount of {$27000.00}, as of XX/XX/XXXX, the current outstanding principal balance is {$110000.00} and total debt owed as {$130000.00}. The total amount you must pay to cure the default stated above, {$27000.00}, must be recieved by XX/XX/XXXX. I called, the person answering the phone read from the last letter above and said I needed to have the " {$27000.00} in to Selene by XX/XX/XXXX. On XX/XX/XXXX, I received a letter stating " we believe you may qualify for Selene 's Modification Program which will make your mortgage more affordable and help you keep your home. '' And the they mentioned, " a portion of the principal balancre could be forgiven and reported to the IRS as income for you as debt forgiveness ''. I called and representative was not able to give me a clear explanation of the previous sentence. I informed her I received the letter with the forms to be completed and I would submit ASAP, even though the letter stated call by XX/XX/XXXX. Packet was mailed on XX/XX/XXXX. On XX/XX/XXXX, I received a letter stating they had not received any documentation and to include the Hardship Letter which was included in the packet as well. I called and was told they didn't have it and they must received by XX/XX/XXXX. I took to the USPS the very next day XX/XX/XXXX and drop in the mail box. On XX/XX/XXXX I received a letter stating " On XX/XX/XXXX, a Validation of Debt Notice was mailed to you that contained inaccurate information. '' The letter stated the Notice contained correct information and was " enclosed ''. No additional paper other than the letter with a blank cover page was in the envelope. On XX/XX/XXXX I received a letter with a blank form stating they " acknowledge receipt of written or telephone request regarding alternatives to foreclosure. '' The form, Uniform Borrower Assistance Form, was attached and requested to be completed and " If you are approved for modification, there will be a trial period .... '' The letter stated once they received the form the first payment will be due immediately and " foreclosure would be put on hold ''. I completed that form and scanned and included all previous documents mailed, and decided to send documents via email so I would have a paper trail. The email was sent on XX/XX/XXXX. I called on XX/XX/XXXX, XXXX XXXX was not available, I spoke with a general representative and was told my house was in foreclosure and had a sell date. I was so flustered I do not remember the date, but the date was obviously distributed because I began to receive phone calls and people at my door offering to buy my home. I looked on line and found the plethera of compliants with almost identical details like I was having. I call my case manager and she referred me to an attorney who stated I should file bankruptcy. I started the process and they received a call on XX/XX/XXXX I received a call from XXXX XXXX saying, no I was not in foreclosure, and they wanted to continue the loan modification process with me, but they were missing documents and that she could not talk to me because I filed bankruptcy she could only speak with my attorney. She said they needed a letter from him. She received the letter and told me missing information included : XXXX, XX/XX/XXXX & XX/XX/XXXX bank statements and XXXX & XXXX taxes. Ms. XXXX provided another email address stating maybe I had the wrong address, XXXX. Email sent on XX/XX/XXXX. I received a letter dated XX/XX/XXXX with a different list of items said to be missing. On XX/XX/XXXX an email was sent. Basically I received a letter and I sent an email with the same documentation again on XX/XX/XXXX, XX/XX/XXXX. On XX/XX/XXXX I began receiving calls and people at my door " wanting to help me. '' I left a message for XXXX. She called me back on XX/XX/XXXX saying they needed additional information. I sent the same information again on XX/XX/XXXX. The phone calls and people at my door increased greatly. On XX/XX/XXXX, today, I left three ( 3 ) message for XXXX and finally spoke with a general representative and was told my house is noted as in foreclosure and will be sold on XX/XX/XXXX. By the way, I have NEVER received a letter stating my home was every in foreclosure nor have I ever received that information from my designated representative.
Company Response: Closed with explanation

Timely Response

2019-05-15

MN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Our account was assessed an additional {$120.00} fee for post-bankruptcy fees from Selene Finance. We do not dispute this. However, we wanted to pay it online and also pay additional principal. When we logged in to do so, there website would not allow you to pay additional principal nor pay the {$120.00} fee. It only allows you to pay your set mortgage ; which our mortgage agreement allows us to pay more towards principal without being punished. So upon calling Selene ; they stated we had to make these payments by phone and pay an additional {$12.00} to do so. This is not part of the mortgage agreement if their website won't allow an additional payment. You shouldn't be charged to do so.
Company Response: Closed with explanation

Timely Response

2019-05-14

East Rockaway, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Selene Finance LP Payments are submitted timely, at least 5 business days before the 1st of the following month 's due date. Records are not adjusted accordingly, therefore, late payment fees are incurred. Endless hours are spent on the telephone and the mortgage service company does not correct the records. Increase ( s ) in the escrow fees are not mailed, so the payment amounts are not sent properly by me.
Company Response: Closed with explanation

Timely Response

2019-05-08

Billerica, MA

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: Selene finance incorrectly determined that there was a lapse in my home owners insurance. As a result, they purchased a policy on my behalf without notifying me. This increased my monthly payment, also without notifying me. I continued to pay my regular monthly mortgage payment on time. They perceived a discrepancy in the monthly amount due. As a result, as I paid my monthly amount, they held it in an " unapplied status '', meaning they did not apply it to the account. They just held it. Also did not notify me. This made the account overdue. which it was not. They then reported an over 30 days past due amount to the credit bureau. Selene has all payments up to date yet is reporting past due. This has caused me to be denied a refinance loan and is negatively affecting my credit report. I have tried to call them, email them and use their online chat feature. Each time I am met with confusion on their part. I have made 3 phone calls to address the {$2500.00} that is being held but not applied to the loan. Each time I am told it is resolved, then it is not resolved.
Company Response: Closed with explanation

Timely Response

2019-05-06

Belen, NM

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-06

Bundyville, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-04

IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: My complaint is against Selene Finance LP, which I believed to be a company which engages in extortion. It engages in collection practices which are rude and unprofessional. It enacts policies which maximize the financial interest charged on the loan which benefits the creditor and penalizes the borrower. It is my understanding the billing aspect of our mortgage loan servicing was transferred from XXXX XXXX to Selene Finance in XX/XX/XXXX. I was not notified this was being done, nor was a I given a chance to reject the decision. It is my position that Selene Finance is an extortion company which has created policies which make it difficult for me to pay additional amounts of money on my loan and thus Selene is charging me larger amounts of interest ( money ) on the loan and preventing me from controlling the payment process and potentially pay the loan off early. This is happening through several of Selene Finance practices. When I call Selene, I am treated like a deadbeat and a debtor. Selene Finance makes it clear in its telephone recording that it is a " debt collector '' and all information it receives will be used to collect this debt. They sound more like a " pay day loan company '' than a legitimate mortgage company. My wife and I have never ( never ) been late on a mortgage payment. When I call Selene Finance, I have been asked to answer as many as 10 questions before they will even address 1 of my questions. The tone of voice of the employees sound more like " high-pressure '' bill collectors than legitimate loan servicers. Selene Finance assumed the billing portion of the loan in XX/XX/XXXX. In XX/XX/XXXX -- only 6 months later -- they increased my monthly payment due to what they perceived would be a shortage in the mortgage escrow account. This was done without even notifying me of the planned increase. I did not receive a letter, email or phone call about the increase in billing amount. My wife and I were able to assume the increased billing amount, but many people may not have been able to do so. Selene Finance 's website is almost always dysfunctional and thus makes it difficult to pay my payment over the internet which requires me to call and answer 10 questions like I am some financial deadbeat, which I am not such a person. There are times I am required to log in several times to get the website to work properly. Just yesterday, a portion of the website that allows me to pay more on the loan principal or pay more on escrow was not working properly. When I called and spoke with the minimum wage employee, who only listened to me complain about the problem, I was told they were aware it was not functioning, but she said she was listening to my complaint. This website issue is another way Selene Finance ensures people can not pay extra thus allowing them to charge more financial interest on the loan. This tactic is typical of Selene Finance. Previously, I called Selene Finance and told the person I wanted to pay 1/2 of the payment each 2 weeks thereby reducing the total dollars owed on the loan as I would be paying less interest on the remaining amount. This is a smart repayment tool utilized by many people with other companies. I was informed Selene Finance does not allow me to pay 1/2 via the website but I can call them and make a phone payment. I was told Selene Finance was aware its website does not allow this function and they were considering adding the feature. Several months later I called again to inquire about paying every 2 weeks to reduce financial interest paid on the loan. I was told I would need to pay 2 months in advance and then Selene Finance would establish a bank debit to make this happen. My wife and I can pay 2 months in advance, but I want control of the loan payment and not an automatic debit by Selene Finance. I was then told Selene would never accept partial payments. I asked why Selene Finance would not accept " partial '' future payments. I was told it was their policy. So, if I pay my payment on the 1st of the month, then I locate an extra {$1000.00}, I can not not log on to Selene 's website and pay it. I must wait till the next payment is due to pay the extra money. This is another tactic of Selene Finance to ensure the borrower is charged the maximum amount of interest on the loan which benefits the mortgage loan holder and inhibits the borrowers ' ability repay the loan more quickly. These are only some of the problems I have with Selene Finance. I basically pleaded with them to sell the loan to someone else. They are a " strong-arm '' debt collector and good people do not want to be treated in this manner. I would ask you to make Selene Finance sell the loan to some legitimate loan-servicing company. Also, their website needs to function properly, and policies need to be enacted to benefit the borrower.
Company Response: Closed with explanation

Timely Response

2019-05-04

Palos Park, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was sold from XXXX to Selene Finance and i made my first payment over the phone. The was suppose to send me a welcome pkg with the new terms. However, I haven't received it still so i called. The old company nationstar informed me that my loan was transfer within 15 days. I tried to make my payment online and it went through for my second payment on XX/XX/2019 online with a confirmation number. I called several times because it yet clear my bank so the money still in my account. Several Customer agent from Selene Finance said its fine ; but its not. I had my sister who helps me with the financial documents to reach out to them and we are constantly lied to. I have no idea now that its XX/XX/XXXX when they will take that payment. Fire XXXX out my account. Im unable to log on to check my account under Selene Finance and the dont help. I doubt wasnt to lose more home or it falls behind because this new company Selene Finance not p processing my payments. I called 6 times and still nothing done. It's very frustrating and im concern that thus new lender is not paying my insurance, taxes or anything because they not processing my payments. Please help! Sincerely., XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-04

WA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Selene Finance will not accept payment of additional principle with monthly payment. Pre payment of principle is authorized with a VA mortgage.
Company Response: Closed with explanation

Timely Response

2019-05-02

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: FIRST AND FOREMOST THIS IS NOT A DUPLICATE! On XX/XX/19 I submitted a complaint to you regarding multiple issues I am having with Selene Finance company. I also sent a second one on XX/XX/19 that you saw as a duplicate IT WAS NOT! The second one happened to be a case where they had increased my monthly payment by more than {$500.00} per month. My taxes did not go up nor my insurance Here is a list of unresolved issues Unapplied payments Misapplied payments Overcharging fees Missing statements Why am I being blocked from writing to them through their email system? Yes, I have been writing but only because I have not received the answers I requested! Why after making 5 payments the very next day they sent a letter to accelerate? There are two different escrow reports coming from two different people that do not match at all Massive increases in my monthly payments I have requested documents for the last 5 months that were never received I have requested information on who owns my loan with the contact information and the account number with the company not the account number with XXXX. There is much to be concerned with here, hopefully, we can real answers that make sense. The answers I received so far are extremely lacking in with regard to my request.
Company Response: Closed with explanation

Timely Response

2019-04-26

Durham, NC

Incorrect information on your report

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

Account status incorrect
Complaint: This account was in bankruptcy until XX/XX/2018. Selene finance said that 3 payment were late not true and in XXXX of this years they said XXXX payment was late also not true. Need this investigation fone one this company bad business
Company Response: Closed with explanation

Timely Response

2019-04-24

Bardonia, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-24

GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: We paid our mortgage on time each month. In XX/XX/2019 our mortgage was withdrawn {$500.00} more than any prior month, without notice, without statement, without letter. We called mortgage company and thats where horror started. They first confused us with wrong account and said theyre surprised our house is not foreclosure etc ... then they kept telling us wrong amounts, wrong balances, negative on escrow ... We finally received refund for overdraft and we thought all errors are fixed but next statement showed again charging us {$500.00} more than it was authorized or communicated with us. Mortgage company said they mailed out escrow analysis but to wrong address? Not a single representative was able to explain our balance, charges or escrow. We spoke to XXXX, XXXX, XXXX ... last phone call today at XXXX XXXX Eastern time. Previous phone call yesterday at XXXX XXXX eastern time. We have phone call logs. They still dont have our amount accurate and they changed our payments without providing us escrow analysis as we requested multiple times. We requested two weeks ago every paper regarding our account, payments and escrow so we can escalate as we already seeked legal help. We are requesting full investigation. They are still not providing it. We continue to hear from different people that is not my department and that takes time. All solid lies. Zero trust, zero confidence in them. Awful customer support, zero knowledge zero professionalism. We are beyond harassed.
Company Response: Closed with explanation

Timely Response

2019-04-19

Boca Raton, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-19

Bridgeport, CT

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Company Response: Closed with explanation

Timely Response

2019-04-18

Charlotte, NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-17

Covington, KY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: My husband died XX/XX/XXXX suddenly. With his death I could no longer afford my home mortgage with Selene Finance located in XXXX, Texas. I lost 70 % of my income when my husband died. I owed {$140000.00}, I discussed alternatives with Selene Finance as I fell behind in payments. I was actually told the best thing would be to surrender the house ie deed-in-lieu of foreclosure. This was XX/XX/XXXX. I was told to vacate the property within 30 days. I had only a short time to find a new place to live. I was told to make sure the home was swept clean and emptied which it was which I borrowed money and my family generously paid my moving expenses. I thought all was decided and the mortgage company said that if I did the above I would receive {$2000.00} upon move out date XX/XX/XXXX. I complied ... ..It is now XX/XX/XXXX and I have received nothing but grief and excuses from this company and finally went to legal aid and got some advice from an attorney advocate who told me that they were not allowed to ask me to move at that time and that the move was emotionally and financially devastating besides grieving the loss of my husband. A realtor tried to do a short sale and was offered {$110000.00} which was a great offer but the person XXXX XXXX with Selene Mortgage has sabotaged everything that we have tried to settle this. The realtor has worked with him as well as the attorney advocate and no one can get this situation resolved which i think he just wants to foreclose and why I don't know, His company will make a lot less money by foreclosure and he will not get {$110000.00}. for the property, The longer it sits empty the more it will depreciate. It already has siding missing from a storm which my insurance company wanted me to pay a {$2000.00} deductible on. I did not have the money to do that. I am at my wits end with Selene Finance. Mr . XXXX finds one excuse after another. I am a XXXX year old widow who feels after evacuating my home, lost all my money and feel as if everything has been taken away from me. I have documents proving that I was told to leave my home in 30 days and that I would receive a {$2000.00} 'Relocation Assistance ''. Never seen a cent ... .worse than all of this I can not grieve the death of my husband due to dealing with this everyday since his death. There seems no end in sight.
Company Response: Closed with explanation

Timely Response

2019-04-16

Brooksville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response