Selene Finance

Review: In July of 2012, I refinanced my 3 family home with [redacted], who on August 13th turned my mortgage over to Selene Finance, as the service provider. Monthly payments were set up to automatically withdraw funds from my checking account on the 10th of each month, and payments were set to cover my monthly mortgage payment, as well as sufficient escrow funds to pay my taxes and insurance premiums. These premiums have never been late, in that there have always been more than sufficient funds in my account to cover the payments. Non the less, my troubles started in November of 2013, when I received notice from the Tax Assessors office, the Village/Town of [redacted], NY, that my school taxes were delinquent. It wasn't till after numerous phone calls and faxes to Selene Finance, such as the one on 10/25/12 Attn: [redacted], that the matter was finally resolved. Then in November of 2012, New York was struck with as severe Storm, that severely damaged my roof. Thank God, [redacted] promptly responded and within 2 weeks sent a check, made out in my name and in the name of Selene Finance to cover the cost of repairs. The work was completed on Jan 2nd, 2012, and unfortunately it was from then on, over the period of two more months, and 20 phone calls, letters, and faxes, to get Selene's Loss draft Department, to release the proper funds to pay the contractor for their work. It wasn't until March 12, 2013 that Selene finally released payment from Escrow. Having to deal with so many different people over and over and over again, some of whose names I wrote down such as, [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], etc. etc. etc., and numerous supervisors, made it very frustrating.. Please understand, all those I spoke to were very pleasant and apologetic on the phone, but it seemed to be a nightmare of red tape in order to get Selene Finance to perform properly. Then the other day, the final straw arrived which broke this Camel's back. On May 2, 2013 I received written notice of cancellation from [redacted] and [redacted] for unpaid premiums due back in [redacted] 14, 2013. I immediately phoned Selene Finance and spoke to [redacted] who referred me to [redacted]. the supervisor, who again was pleasant and apologetic, and the matter was finally resolved. However, what concerns me, is that, time and time again here is a company that appears not to be performing its fiduciary responsibilities in a proper business like manner, and a question arises that should such a company declare chapter 11 or bankruptcy, might I be left holding the bag for monies paid into Selene's Escrow account, which in turn were never paid out to their proper receivers. Sincerely, [redacted]Desired Settlement: I feel it only reasonable that I receive some kind of written assurance from the principals in charge of Selene, that that such negligent actions will never ever take place again, in the future.

Business

Response:

Please see attached response.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: My mortgage was with [redacted]. [redacted] got my mortgage up to date for January 1st. 2014. I then proceeded to get approved for a lian modification. That modification started may 1st of 2014. I was told to skip April's payment by [redacted] which I have email to confirm. I was on a 4 month trial plan. On August first my last trial payment was made to [redacted]. On that same day Selene Finance came in procession of my loan. I tried contacting them abouty modification. I was told I had to wait until I received the confirmation and loan number for them to help. I finally got the letter and called. I was told to continue nskng my Modification payments and they would send out a extension for the trial. I got that letter and called them to comfim my desire to stay on the trial. I was told it was for 2 months. Everything was good at that point until I started receiving bills and notices of past due amounts of 2600 dollars. Every time I called I was told to continue the modification payments. I still got letters saying I was 2 to 3 months past due. I was not past due and they even had ppl call to see if I was still occupying the property. I got a letter saying I needed to call my account manager to protect myself from foreclosure. I have never spoken to an account manager even though I have called several times. Every time I talk to someone different. They say keep making my payments. Its not getting fixed. They still send me bills for past due.Desired Settlement: I want them to fix the problem now. And fix my credit fro. Showing past due. I also want my modification made permenant and a letter and call to prove its done. I also don't want to be treated like a person in foreclosure.

Business

Response:

October 23, 2014On September 16, 2014, Selene Finance LP ("Selene”) received the Revdex.com's ("Revdex.com") correspondence on behalf of [redacted] and [redacted] who advised they were submitting payments in accordance with a Trial Loan Modification Agreement with [redacted], N.A. prior to the servicing of their mortgage loan transferring to Selene. They were expecting a permanent Loan Modification Agreement from [redacted]. At service transfer, Selene records did not reflect the status of their loan workout assistance. They requested that Selene honor the terms of the loan workout assistance provided by [redacted]. Further, the [redacted] advised they have attempted to contact Seiene to discuss the situation, but they have not been able to speak with the Selene agent assigned to their mortgage loan.As a brief history, the servicing of the referenced mortgage loan transferred to Selene on August 1, 2014 from [redacted]. The terms of the referenced Trial loan Modification Agreement were not reflected in the information provided to Selene at service transfer. However, Selene does intend to honor the terms of the Trial Loan Modification Agreement and offer the [redacted] a permanent loan modification,We sincerely regret the difficulty the [redacted] encountered attempting to speak with the Single Point of Contact for their mortgage loan. We extend our apologies with assurances that we are working diligently to assist our customers in a timely manner.While the [redacted] may not have spoken with their Single Point of Contact, our records reflect that they were provided accurate updates from our other agents on the following dates. August 11, 14 and 22, 2014, September 3, 8, 16, 17, 24, and 25, 2014, and October 9, 2014. The [redacted] were informed that we intended to honor the terms of the Trial Loan Modification Agreement and to continue to submit monthly payments in accordance with the terms of the Trial Loan Modification Agreement while we confirmed the information and established their qualification for a permanent loan modification.Please be advised, we have confirmed the [redacted] successful completion of the Trial loan Modification Agreement and we have submitted the terms of the permanent loan modification to our Legal department to prepare the Loan Modification Agreement. At this time, it may take up to thirty (30) days for the document to be prepared and submitted to the [redacted] for execution.We sincerely regret the inconvenience the [redacted] have experienced as a result of the service transfer of their mortgage loan. During this time, no late fees have been assessed to the mortgage loan and no adverse information has been provided to the credit reporting agencies. Selene policies have beer administered appropriately and we have worked expeditiously to provide a permanent Loan Modification Agreement.If you have any questions or require additional information, please contact us toll free at ###-###-####, Monday - Thursday, 8:00 a.m. through 7:00 p.m., and Friday, 8:00 a.m. through 5:00 p.m., CT,Sincerely,Tammy JCustomer Service Specialist

Review: Selene Finance took over my loan a couple of months ago. It has been a nightmare ever since. I had my mortgage payment set up to be taken out on October 15, 2014. I realized that I was not going to be able to make a deposit to cover the payment until after the 15th of October. I called and asked them to stop the automatic draft. They told me to simply email customer service and it would be taken care of. I emailed the request on October 10th. On October 16th I made my payment online. On October 17th Selene Finance took out another payment. This resulted in an extra $910 being taken out of my checking account. The money was not in there. This has resulted in $288 in overdraft charges. In three days I have made 10 phone calls (in which im on hold for 30 minutes at least). I have not been helped at all and Im still overdrawn. I faxed my statements as theyve asked and still nothing has happened. I cannot get anything done! Ive been told someone named "Joey" was going to call and my case was with Mr. W[redacted], the VP. Not even sure if these people exist!IIve received NO calls. Worst customer service ever!Desired Settlement: I want my account credited the $910 as well as the bank charges of $288.

Business

Response:

November 10, 2014On October 31 and November 7, 2014, Selene Finance LF ("Selene") received the Revdex.com’s (“Revdex.com”) correspondence on behalf of [redacted] and [redacted] advising of a situation which occurred on October 15, 2014 where two drafts, each in the amount of $910.37, were submitted by Selene to their financial institution for payment The [redacted] requested that one payment in the amount of $910.37 be returned to them. They also advised of Overdraft Fees which were assessed to their checking account as a result of the two draft payments, They requested reimbursement of the Overdraft Fees,As a brief history, in September 2014, the [redacted] submitted an executed Automatic Clearing House (“ACM”) Agreement to participate in Selene’s auto-withdrawal payment program. They requested that their monthly payments be withdrawn on the 1S1h day of each month. On October 10, 2014, we received an email from the [redacted] advising they would like to cancel their auto-withdrawal scheduled for October 15, 2014.In accordance with the terms of the ACH Agreement, Selene requires a thirty (30) day written notice to cancel the ACH Agreement As a result, we were unable to comply with the [redacted] request to cancel the auto-withdrawal scheduled for October 15, 2014. Our records indicate a one-time draft was authorized through Selene’s automated system for withdrawal on October 15, 2014. Therefore, two payments were inadvertently drafted from the [redacted] checking account.Selene is processing a wire transfer to refund one payment in the amount $910.34 which will be deposited into the [redacted] checking account. Because of the Veterans Day holiday on Tuesday, November 11, 2014, the funds will be transferred by the end of the day on Wednesday, November 12, 2014. Once the payment is reversed and refunded, the [redacted] mortgage loan will be due for the November 1, 2014 monthly payment.Further, Selene will reimburse the [redacted] for the Overdraft Fees which were assessed to their checking account by their financial institution. We respectfully request that the [redacted] submit a copy of their bank statement reflecting all of the Overdraft Fees which were assessed, or a letter from their financial institution advising of the total amount of Overdraft Fees which were assessed. Once received, we will confirm the information and process a refund to reimburse them for any Overdraft Fees which occurred as a result of the double payment.We sincerely regret the Inconvenience the [redacted] have experienced as a result of this situation. If you have any questions or require additional information, please contact us toll free at ###-###-####, Monday - Thursday* 8:00 a.m. through 7:00 p.m., and Friday, 8:00 a.m. through 5:00 p.m., GT.Sincerely,Tammy JCustomer Service Specialist

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Business

Response:

November 20, 2014On November 18, 2014, Selene Finance LP ("Selene") received the Revdex.com's ("Revdex.com") correspondence on behalf of [redacted] and [redacted] advising they had not received reimbursement for the Overdraft Fees which were assessed to their checking account as a result of the issue with their monthly payment in October 2014.Please be advised, Selene received the requested bank statement from the [redacted] which reflected the Overdraft Fees totaling $399,00 which were assessed by their financial institution, We confirmed the information provided and processed a request to reimburse the Jenkins. As of the date of this letter, a wire transfer in the amount of $399.00 has been sent to their checking account. We sincerely regret the inconvenience the Jerikins have experienced as a result of this situation.If you have any questions or require additional information, please contact is toll free at [redacted], Monday - Thursday, 8:00 a.m. through 7:00 p.m., and Friday, 8:00 a.m. through 5:00 p.m., CT.Sincerely,Tammy JCustomer Service Specialist

Review: I would like to file a complaint against Selene Finance for unfounded late fees added onto my mortgage payments. I have been a homeowner

since August of 2008. I have refinanced twice. In the past 6 years I have had my mortgages through [redacted], [redacted], [redacted] ,[redacted], and [redacted] Mortgage.

I have never incurred a single late charge until Selene Finance took over. My payments are always postmarked 3 or more days before the "late" due date

which was acceptable by all of my past banks. I have written a letter asking these charges to be removed. They basically told me there was nothing

they could do. What I find odd is that I am being charged late fees on the months where I sent out my payments earlier and no charges on months

where I sent my payments out on a later date. It leads me to believe that they are applying my payments at their convenience. I also have several credit

cards-never late fees. I am very conscious of paying my bills on time.Desired Settlement: All that I am requesting is that the late charges be removed and to stop adding new ones. I do not

appreciate that one bank has the power to negatively affect my credit score. I will also do my part

in getting this problem resolved by sending out one extra mortgage payment a month in advance.

This way there will be no more discrepencies in whether my payment is considered late by Selene.

I don' feel that this is too much too ask.

Thank You

Business

Response:

January 28, 2014

Dear [redacted]:

On January 24, 2014, Selene Finance LP ("Selene") received the Revdex.com's (Revdex.com), correspondence dated January 15, 2014 on behalf of **. [redacted] regarding his mortgage loan referenced above, currently serviced by Selene.

In **. [redacted]’s filing with the Revdex.com he expressed his dissatisfaction with the assessment of the late charges to the account.

Please be advised that according to the terms of the original agreement, installments are due on the first day of each month. If payments are not received by the end of fifteen (15) calendar days after the due date, late charges can be assessed to the loan.

Since the May 1, 2013; July 1, 2013; and December 1, 2013 installments were not received within the allotted time frame, Selene assessed a late charge in the amount of $62.34 or each respective month. Specifically, the referenced installments were received on May 17,2013; July 18, 2013; and December 17, 2013.

The late charges assessed to the account were properly assessed consistent with the loan documents and state and federal laws. As a result, we are unable to waive the outstanding late charges.

As of the date of this letter, the late charge balance is $187.02. if you have any questions, please contact us.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I have already received this letter. This is the reason I filed a complaint. I keep a log of my monthly bills and I have a soft copy of each payment in my checkbook. Each of these payments were mailed out on the 10th. I have mailed payments out on the 11th and received no late fees. There is no reason these payments should take a week to be received. I have read other complaints against Selene for doing the same thing to other customers. This business has done nothing to try to resolve this issue. All they have said is we can't waive the fees. I disagree. They can, they just won't. It is wrong.