Selene Finance LP

2019-04-16

Mobile, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-15

Sandy Hook, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-09

Darnestown, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-09

Irving, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-08

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been trying to no avail to have Selene finance address my concerns. They have not applied payments that I made, they have continually refused my payments, all I want is for them to go over my account and fix their errors and take my payments, there is no need for this unless they are trying to foreclose on my home without good reason. I have all the money I believe I owe them but if they don't go over the account or answer my questions I have no alternative but to come to you for help
Company Response: Closed with explanation

Timely Response

2019-04-08

LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: selene finance had me on a trial basis home loan modification, and I paid all the payments on time that was XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX, payments of XX/XX/XXXX-XX/XX/XXXX and when I got ready to pay XX/XX/XXXX, they said they couldn't take it because of some letter that they hadn't received, if they took my payments for 3 months over the phone why couldn't someone tell me about a letter that wasn't in my file, in XX/XX/XXXX I talked to a lady named Mrs , XXXX and she saw the letter that I had faxed and called another department and they made up some kind of excuse about the letter, and she no longer works in that department of course, so this pass Thursday a guy from the company calls me and says to sign and fax a letter XX/XX/XXXX and I could pay my XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments but of course today I cant get him on the phone and their telling me my loan was not approved again, lies and more lies, they say they sent a letter about an income change and it was not an income change the letter stated that my home was 37 days to foreclosure and I couldn't get a modification ands why, o and the lady that Mrs XXXX talked to about the letter told her to tell me to just resubmit my application for a modification and they would re do it some more lies
Company Response: Closed with explanation

Timely Response

2019-04-06

Bridgeport, CT

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-06

Pinellas Park, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: on XX/XX/XXXX Selene Finance was billed for my home owners Insurance for {$1500.00} my escrow for tax and Homeowners Ins. account balance was {$2100.00} Selene payed {$1000.00}. In XXXX and XXXX Selene payed the full amount .Selene never contacted anyone. Thats why selene never received a proof of coverage selene neglected to pay the full amount. I contacted XXXX XXXX customer service phone # ( XXXX ) XXXX. XXXX XXXX sent me a letter, Insurance was Cancelled for lack of payment. I also called my insurance agent stated they were never contacted and the insurance limits were up to date, amount {$150000.00}. Selene put me on force placed Insurance XX/XX/XXXX at {$220.00} a month. My mortgage cost went from {$550.00} to {$710.00}. Hurricane Irma did damage to my home I still don '' t have air conditioning and 2 damage windows and roof leak which made a mess of back bedroom. I have tried to talk to Selene with no help. Then I started to get letters from Selene that my Homeowners had cancelled XX/XX/XXXX and I was getting force placed Insurance for loan amount XXXX would cost {$110.00} monthly. I was unable to get my own Insurance because of repairs which needed repaired. I was curious if Florida statue 501. 137 would help me.
Company Response: Closed with explanation

Timely Response

2019-04-02

Stillwater, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-30

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: To Whom It May Concern : I am writing to voice my dissatisfaction at a company that holds my family mortgage, Selene Finance. I feel this Houston-based company misleads its customers and employs unethical business practices to extort late/administrative fees from its customers. Initially, the property belonged to my parents, and I have been authorized/entrusted to handle their financial affairs including their property at :. This property was in XXXX XXXX XXXX. On XX/XX/XXXX, we remit a reinstatement payment of {$39000.00} to place this loan in Good Standing. We have since received correspondence from Selenes attorney, XXXX XXXX XXXX. I noticed on our first, newly reinstated statement on XX/XX/XXXX, that our monthly payment {$2100.00} was noticeably higher than our previous payments of {$810.00}. In addition, there was a past due amount in excess of {$2800.00}. I dont know why there was a past due amount if we sent Selene a reinstatement payment the month before. Contractually, our principal and interest comes to : {$540.00} and our tax/insurance typically came up to a few XXXX dollars more. I also noticed that Selene placed forced lender insurance on this property, when there was an existing policy in effect. This policy was active with our prior mortgage provider, XXXX after which Selene took over the loan. I faxed proof of this policy to Selene last year on XX/XX/XXXX. In addition, I had our insurance agent send Selene a copy of this policy as well on XX/XX/XXXX. My first reason why I implore you investigating this company is because I have a feeling that when calculating their reinstatement fee, Selene charged us for its forced placed insurance, when the property was covered. So not to be hit with a late fee, I sent two payments of {$1200.00} and {$1000.00} on XX/XX/XXXX to cover the XX/XX/XXXX Statement to : SELENE FINANCE, XXXX XXXX XXXX, XXXX, PA XXXX. Since this was my first time sending a payment to Selene, I called multiple times to see if XXXX received these payments and was told Selene have not received them throughout XXXX. I called my bank ( XXXX XXXX XXXX ) to see if the checks have cashed but they advised they were not cashed. My bank advised the checks were issued and should have bee received three days after being sent. I requested a stop payment on these checks fearing they were lost. On XX/XX/XXXX, I called Selene customer service number to advise I placed a stop payment on the checks I sent. I finally spoke to a Selene customer service representative who advised that one of the checks that of {$1200.00} was in their system and received on XX/XX/XXXX. In addition, I was also advised that an escrow analysis was completed on XX/XX/XXXX and refunds were issued. I verified this based on Selene online system that these adjustments were indeed made on XX/XX/XXXX. Much to my dismay, I received my XX/XX/XXXX statement I was troubled for a few reasons. Firstly, the total amount due, {$2100.00} did not change from the previous month. It should have since : an escrow analysis was complete on XX/XX/XXXX, the forced placed was dropped and refunds were issued to the account. The results from this analysis should have been reflected on my XX/XX/XXXX statement since it was printed on XX/XX/XXXX. Secondly, my payments were not reflected on this statement, as a result of this, an exorbitant, late fee of {$120.00} was levied to this account. In my dealing with other lenders, reminders are made by phone if a payment is not received by the XXXX of the month. I called multiple times to find out if Selene received any of my payments. Consequently, Selenes lack of communication and slow data entry forces me to have to send Selene an overnight payment of {$2100.00} in which I have to pay extra to send. Consequently, the second reason why I feel Selene deals with unethical business practices is because they do not accept partial payments via mail/online. This is very important to a customer, like myself, that contests any unfair fees/charges on their statements. On the contrary, if Selene payment is not received in full, Selene Finance charges an exorbitant late fee of {$120.00}. With my past mortgage companies, payments that were short were held in suspense, until the more funds were received or any issues/discrepancies are reconciled. Basically, a mistake on Selenes part ( due to poor communication or slow processing ) has its customers having to pay hundredsif not thousands dollars more in unsolicited late fees. On XX/XX/XXXX, I received an amended statement for XX/XX/XXXX. The amount due was {$1000.00} was due XXXX XXXX. Full payment was made on XX/XX/XXXX to avoid a late. Yesterday, XX/XX/XXXX, I noticed yet another discrepancy on our XX/XX/XXXX XXXX. I noticed there is a {$120.00} late fee levied on this account, which I believe is a mistake. As previously mentioned, I paid the monthly statement balance in full in the amount of {$1000.00} ; no late fee was assessed. With this in mind, I have no idea why a {$120.00} late fee was assessed? On XXXX XXXX at XXXX, I called Selene customer service hotline, XXXX and spoke with XXXX XXXX # XXXX who advised me that she didnt know what the {$120.00} fee was for. She suggested that I notify Selene by writing to request what this fee was for. This is troublesome. She also advised me that if I send a check for the amount of {$1000.00}, these funds would be applied to our account. XXXX did not seem terribly confident of this. Thirdly, I feel this company deals in unethical business practices because levying fees without providing a customer with clear indication what the charge is for is unethical and in my case very time consuming. I feel for the thousands of Selene Finance customers that have accounts with this company are experiencing the same discrepancies on their monthly statements. I also wonder how many customers of are experiencing the same emotional/financial distress that is being imposed by Selene Finance and do not have the time to send lengthy correspondence to address any discrepancies on their statements. I implore you to thoroughly investigate this company and its unethical business practices, since they may be bilking thousands of its customers. In financial times like this, every dollar makes a difference to hard working people. Thank you for your help. Please contact me should you have any questions.
Company Response: Closed with explanation

Timely Response

2019-03-29

Bridgeport, CT

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-03-29

Covington, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-29

Hazlehurst, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-28

MA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Over the last several years we have had difficulties with Selene Finance mortgage company. It started several years ago when we missed a few payment due to unforseen, mainly some huge medical bills and other circumstances. At that time we tried to work things out with them to modify the loan. They told us in order to modify we had to be six months behind in payments. They advised us to not pay for six months and then we would be able to modify/refinance and pick up with payments at that time. We stupidly believed them, used our income to pay huge medical bills and waited to modify with them. Instead, they began the foreclosure process on our home. We ended up having to file bankruptcy due to this and due to an XXXX XXXX XXXX XXXX error on tax returns that had us owing thousands back. Then, over the course of the next five years, Selene would continue to tell us that we were behind in our mortgage when we knew we were not. Selene has admitted on several occasions that they " lost '' or " forgot to apply '' several payments that we had made to them. We pulled all our bank records several times for evidence and when we proved we had made the payments, they suddenly " found '' them and were " not sure why they were not applied ''. This happened again in the past month. The sent a bill stating there was an overdue amount. We asked them to send us a record of payments and it was clear from the record that they had received all payments. After they looked they discovered they had not been applied. This has happened several times, has effected our credit, has effected our bankruptcy case and has causes an extraordinary amount of stress in an already stressed out home with a child with a severe XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-03-28

Cataldo, ID

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-27

LA

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

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

Problem with personal statement of dispute
Complaint: On XX/XX/XXXX, my husband contacted Selene Finance to find out why they hit his credit report as being more than 30 days late for both the month of XXXX and XX/XX/XXXX for our mortgage. During XXXX we were selling our home in Hawaii. The payment was made for each and every month on time and the company was paid in full for our loan in the beginning of XX/XX/XXXX. Below is the email he sent to their customer service department : I got a credit report that stated that I was delinquent on my payment. It is now a hit on my credit. This was posted on XX/XX/XXXX. The issue I have with this is that we sold the property in question and it was finalized on XX/XX/XXXX. When I called to ask about it, I was told since you are no longer servicing the loan, I have to email to get answers about it. If you are no longer servicing the loan, why was it reported as delinquent? I was also told that it could take up to 5 days before I get an email response, and that is even more time where this negative hit on my credit stays. I need to have this corrected as soon as possible. My name is XXXX. The property in question is XXXX. My husband never received a response to his inquiry. On XX/XX/XXXX, I also contacted Selene regarding the same issue for my own credit report. They directed me to submit an email through their customer service ( XXXX ). Below is the email I submitted : To whom it may concern, Account # : Our Names : Property Address : I had received a letter in the mail stating that my mortgage company had sold our mortgage to another company. In this letter it stated if we were doing automatic withdraws, there was nothing we needed to do on our part. At the same time, my husband and I were in the process of selling this home as I am in the XXXX and we had to XXXX ( XXXX XXXX XXXX XXXX ) to XXXX XXXX ( updated address included below ), and we could no longer afford the home. We continued paying our mortgage through automatic withdraws, but for some reason we now have derogatory or negative comments on our credit report. This is affecting our score and we are trying to gain a new home loan and are unable to. Attached is a picture saved in two different formats as I do not know which way you can or can not open it. If you could please fix this as far as our credit report is concerned, we would greatly appreciate it. Thank you so much for your time. Current address : V/R, My Name I received the following response from Selene Finance through their encryption secured portal on XX/XX/XXXX : Upon review of the credit reporting submissions, it was determined that it is accurate. However, if you have credit reports reflecting information that you believe to be inaccurate, we respectfully recommend that you submit a dispute with the credit reporting agencies directly. In order to avoid adverse credit reporting, payment must be received by the last day of the month in which it is due. If a payment is not received within the specified time frame, Selene may report the account as delinquent for that specified month. Please keep in mind, according to the terms of the original mortgage agreement, installments were due on the first day of each month, and if not received on or before that date, the account was contractually late. However, you had a grace period of fifteen ( 15 ) calendar days after the due date to remit your payment before late charges were assessed to the account. I replied back to this on the same day stating that I did not understand why we were still being reported as late as we had paid everything as already stated? I never received a response back from this request. When I went back into their secure portal to pull this particular email it was no longer available. I called Selene Finance to find out why I could no longer access this and was told that after 25 days it is considered expired and I can no longer access it. That being said, they can and I requested a copy to be sent to me. As of this correspondence, I have yet to receive it. I waited to receive a reply and on XX/XX/XXXX my husband and I contacted Selene Finance again and we were directed to send another email through their customer service and submit documents showing that we paid and that we were hit twice as the manager we talked to agreed we should not have been hit twice as they were paid on time in full in XX/XX/XXXX, regardless of what XX/XX/XXXX had to say. I submitted the following email on XX/XX/XXXX : To whom it may concern, Per the conversation that was had over the phone, I am providing documents showing where your company hit my husband and my credit report two months in a row. I am also providing documentation showing that we paid our mortgage for the month of XXXX, when the money was pulled, and where it was sent to via banking statements. As it was an online payment, there is no address for where the money was sent to. In the banking statement for XXXX, I highlighted where it shows the money was pulled out. I am unsure what format you are able to open pictures so I have attached i in JPEG format and GIF File. The banking statement is in PDF format. Thank you so much for your help in this matter. My Name On XX/XX/XXXX I received another reply from Selene Finance stating the following : Upon review of the account, on XX/XX/XXXX, Selene received payoff funds in the amount of {$410000.00}, and on the same day, the account was paid in full. Further examination of the account confirms the XX/XX/XXXX contractual installment was not remitted ; therefore, the account was 30 days delinquent at payoff. Please be advised, credit reporting is submitted in arrears, as such, credit reporting that was submitted on XX/XX/XXXX represents the account status for the month of XX/XX/XXXX. Upon review of the credit reporting submissions, it was determined that it is accurate. However, if you have credit reports reflecting information that you believe to be inaccurate, we respectfully request that you forward legible copies of the following so that it can be researched : front and back copies of cancelled checks, complete bank statements, and/or other documentation supporting your request. Upon receipt of these items, we will research the account and notify you in writing of the results. Please note that Selene complies with the Fair Credit Reporting Act by reporting payments as received. They also included several documents to include a document on XX/XX/XXXX that was sent on XX/XX/XXXX that was supposed to be in regards to my husbands inquiry from XX/XX/XXXX. This being said, my husband never received anything in the mail from Selene and the reply in question was sent to my email and not my husbands. They also sent the letter from XXXX XXXX XXXX that states If your payments are being automatically drafted from your checking or savings account, this service will continue, thus confirming what I stated in my original email to them I had received a letter in the mail stating that my mortgage company had sold our mortgage to another company. In this letter it stated if we were doing automatic withdraws, there was nothing we needed to do on our part. Once receiving this, I sent them the following reply : As stated in the letter from XXXX XXXX XXXX and I have said in a previous email it states in the third paragraph, second sentence " If your payments are being automatically drafted from your checking or savings account, this service will continue ''. As you state in your latest reply we continued to pay to XXXX as that is what was we were told to do in the letter from XXXX XXXX XXXX. My husband and I never received a letter stating that we needed to change who our automatic withdraws need to be paid to. You also state that we have until the end of the month to pay our mortgage before being reported late. As noted in my bank account, in XXXX, we paid. XXXX you were paid in full and has been acknowledged by employees and managers within the Selene customer service department. We were reported to the credit bureaus as delinquent for both months. Due to your lack to address the documents I have submitted and what you have sent me, along with your lack of responding to my request through your secure portal on XX/XX/XXXX stating that I did not understand why I am still being reported late for both XXXX and XXXX since you were paid in full, I am now submitting a complaint to the Consumer financial protection bureau. You have been most unhelpful. V/R, My Name I will upload all documents mentioned in this statement. I would also like CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. I further allow them to take steps to remove personal information from this description but realize someone may still be able to identify me. I consent to publishing this description after CFPB has taken these steps. I do not know why, but I could not select the box stating all of this.
Company Response: Closed with explanation

Timely Response

2019-03-26

Woodland, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-25

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was serviced by XXXX for many years, in XX/XX/XXXX, after I got damage from Hurricane Irma they send me a letter offer me not to pay for 9 month mortgage without any penalty to help with home repaire, after that they offer me to extend my mortgage because I was owed them about {$3500.00} principal for two more years, mature mortgage date was originally in XX/XX/XXXX, they offer to extend until XX/XX/XXXX, and I agreed, and start paying them trial payments one month earlier in XX/XX/XXXX. Then they sent me a letter saying that my mortgage was sold to Selene finance and that from XX/XX/XXXX I have to pay my all payments to them, I was sending them calculated payments of {$590.00}, since then. In XX/XX/XXXXthey send me modification agreement to sign and notarized with a new mature mortgage date in XX/XX/XXXX, for {$590.00} per month which included taxes, principal and interest, hazard insurance included in my condo association fee, I pay separately, And Homeowners insurance I pay quarterly on my own.Since XX/XX/XXXXSelene Finance asked for proof of insurance and I sent them proof 5 times, my insurance agent also sent 3 times, and they still sent me letters saying that they going purchase insurance for me. Since XX/XX/XXXX they steer charge me {$710.00} instead of {$590.00} mortgage payments, I called them since XX/XX/XXXXabout 20 times, sent them more then 20 emails, and twice was trying to despite {$230.00} they overcharged me for XX/XX/XXXX and XX/XX/XXXX, talked to them recently asked to recalculate escrow, they could not explain why escrow balance {$2400.00}, which {$1200.00} taxes {$1300.00} what that was for, since my mortgage payment included taxes? Also Had to overpay again and sent them payment {$710.00} on XX/XX/XXXX, by phone to not have a late fee, and they just sent me a statement for XX/XX/XXXX again overcharging me monthly mortgage payment and {$30.00} late fee! I feel totally helplessly and taken advantage of, and was seeking a legal advice, in this point, and they suggested take a first step and write this complaint.I really hope this would help.
Company Response: Closed with explanation

Timely Response

2019-03-25

Charlott Hall, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: TO ADD TO EARLIER PROBLEM WITH sELENE FINANCE last week i found out my home was uninsured for a moth because Selene finace did not make insurance payment-they are a complete joke
Company Response: Closed with explanation

Timely Response

2019-03-19

Houston, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-13

Staten Island, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Per the escrow disclosure statement I received dated XX/XX/XXXX, my account showed an erroneous escrow shortage of {$4700.00}, which caused my monthly mortgage payments to increase substantially. This error was due to an anticipated obvious overpayment of my property taxes in XX/XX/XXXX. To address this issue, my attorneys mailed the mortgage servicer, Selene, a Qualified Written Request advising it of its error on XX/XX/XXXX. Wanting to avoid defaulting, I paid the erroneously high mortgage payment of {$3100.00} for XX/XX/XXXX. While not admitting its error, Selene 's response to the Qualified Written Request, dated XX/XX/XXXX, stated that {$650.00} of my XX/XX/XXXX payment was applied to principal and the mortgage statement I received for XX/XX/XXXX showed that the amount due had been adjusted to reflect that my regular monthly mortgage payment due was {$2400.00}, not {$3100.00}. I overpaid in XX/XX/XXXX due to Selene 's error, this overpayment was not due to a desire to pay down principal, and I never agreed to have this amount applied to principal. My attorneys contacted Selene by phone and email on XX/XX/XXXX, and sent a follow up email on XX/XX/XXXX, requesting that the {$650.00} that was applied to principal instead be applied to my next mortgage payment. Selene has not responded to this request and I paid the total amount due for XX/XX/XXXX, with no adjustments made for this overpayment.
Company Response: Closed with explanation

Timely Response

2019-03-13

Newnan, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

Minneapolis, MN

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-11

San Antonio, TX

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-11

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response