Help dealing with Selene Finance

[Dan Levy]

My loan was transferred to Selene Finance, and it's a nightmare ever since.
I have many different loans with various lenders, millions paid with no problem, but with Selene it just doesn't work.
Selene has misallocated funds and sent me letters that I owe them, but every time I call in they say “oh we see the problem and will fix it” only to have to call again and explain the whole fiasco and them tell me that they will check.
2 times we agreed on the sum I owe, I paid it in full the same day, only to have it returned to me a few days later, and after calling them again, they said that they did the calculation wrong.

I'm on daily calls with them for months now, nothing is solved, and they keep charging me penalties for not paying in time, payments they refuse to receive and return although sent after their request.

After hundreds of hours over the phone, I think my only solution is to take a lawyer to help me.
Any recommendation for a good lawyer who can help me with that?
Any other people that were hurt by Selene and can share if and how they managed to solve the problem?

Thanks,
Danny

[Chris Seveney]

Quote from @Dan Levy:

My loan was transferred to Selene Finance, and it's a nightmare ever since.
I have many different loans with various lenders, millions paid with no problem, but with Selene it just doesn't work.
Selene has misallocated funds and sent me letters that I owe them, but every time I call in they say “oh we see the problem and will fix it” only to have to call again and explain the whole fiasco and them tell me that they will check.
2 times we agreed on the sum I owe, I paid it in full the same day, only to have it returned to me a few days later, and after calling them again, they said that they did the calculation wrong.

I'm on daily calls with them for months now, nothing is solved, and they keep charging me penalties for not paying in time, payments they refuse to receive and return although sent after their request.

After hundreds of hours over the phone, I think my only solution is to take a lawyer to help me.
Any recommendation for a good lawyer who can help me with that?
Any other people that were hurt by Selene and can share if and how they managed to solve the problem?

Thanks,
Danny

 Several questions:

1. Have you told them in writing about the errors and followed up with putting in writing these mistakes? If not you should follow every conversation with an email and noting what was agreed on.

2. Have you requessted a QWR - Qualified Written Response - This is what I would do. They are required by law to respond - i would not go over anything anymore over the phone (but you should confirm those calls are recorded) and request copies of the calls: (note from the web:)

Here's what you should include in your QWR:

1.Your Identification and Account Information:

• Your full name: Use the name that is on your mortgage.
• Your home address:
• Your mortgage account number: This is crucial so the servicer can identify your loan.

2. A Clear Statement of Your Purpose:

• State whether you are requesting information or asserting an error:
• If you are asserting an error: Clearly explain what error you believe has occurred.
• If you are requesting information: Provide a detailed description of the information you are seeking regarding the servicing of your loan.

3. Supporting Details and Documentation (if applicable):

• Explain why you believe the account is in error: Provide reasons for your belief.
• Include copies of any relevant written materials: Such as payment history, billing statements, or any other documents that support your claim.
• Describe any conversations with customer service: Briefly outline previous attempts to resolve the issue.
• Mention any previous steps you have taken: To address the problem or attempts to resolve it.

Important Considerations for Drafting and Sending your QWR:

• Be specific: Make sure your QWR explains in detail what information you want or why you think the account is in error.
• Avoid making a "laundry list": Focus on your specific concerns rather than requesting a long list of documents.
• Send it separately from your loan payment: The servicer might have a dedicated address for QWRs.
• Find the correct address: Check your mortgage statement, the servicer's website, or contact them directly.
• Send it via certified mail: Request a return receipt to have proof of delivery.

Remember:

• You can also send a Notice of Error or a Request for Information instead of a QWR, depending on your needs.
• The servicer is generally required to acknowledge your QWR within five business days and respond within 30 business days.
• A QWR is just one way to resolve mortgage servicing issues. If the servicer doesn't respond or if you're not satisfied with their response, you may want to consider other options, such as filing a complaint with the Consumer Financial Protection Bureau (CFPB).