They are still sending mail to our address that no longer exists, and just this morning, we were told we need a form to change the address?. There are protocol's which most professional groups are aware of after a natural disaster, none of which have been exercised by Selene Finance. Our insurance company had 700 clients in Paradise, we are his ONLY clients who've had this treatment from their mortgage lender as well as the only clients who have not had their account settled. They have made this grief process ten times more difficult. They refuse to give out extensions to their employees. They have a customer service call center that operates like commission based bill collectors. Every department has different information. We lost our house in the Camp Fire on November 8, 2018, we called them on November 9, 2018 They refused to speak with our insurance company regarding the total loss, they've called and harassed us since November for payment. Selene Finance bought our mortgage company. Hopefully they will look into this company's very unethical business practices. I am definitely going to report this company to the CFPB. How can that be when I'm trying to pay over the amount due? And of course, not being able to make online payments, my only choice is to pay over the phone, and you guess right, for a fee. Their website has an issue that doesn't allow me to make a payment keeps getting an error about my payment being less than what is due. What is wrong with these people! Further, it's been 4 months since I've tried to pay my mortgage online. So frustrating! Each time I call is the same waste of time by speaking to people who don't know how to resolve the issue, much less provide guidance. Yet, the fees continue to be added even through I make my regular monthly mortgage payment in addition to the fees added for that month. It's been 4 months and my statement continues to reflect several “unknown” fees. They absolutely try to exploit people! I've been told they would look at my account and resolve the issue. They continue to charge fees thst their own employees cannot explain. This is the worst company that I have ever done business with. However, at this point, after several bad experiences with this company, I would give this company 1/2 star or no stars if the program would allow me to do so. I am not one who writes many reviews much less, bad reviews. If I could give them negative stars I would. The payoff showed up an hour late for closing and thankfully I don't have to call them again but their customer service is beyond horrible and there's no way they should be in business. When I asked them if they made it a regular practice to not uphold contract close dates the “supervisor” Brenda just repeated that there is a 7 business day turn time. When I told the representative that I was not happy being lied to last night nor was I happy with being in breach of contract and that's not how we do business they were unconcerned. There were multiple chain reactions that were taking place from just this one sale. I had to cancel the real estate closing for my sellers which in turn put their buy in breach of contract too. I did not cancel closing due to this information. I was told on Thursday, Sept 19th by 2 different people within their organization that the payoff was done and just being finalized and I would have it by the end of the day. What is the p oint of escalating the request if it doesn't change the turn time I still do not know. Each time I called I received the same line that they have 7 business day turn around time and cannot guaranty I will have it faster. All along I informed everyone that there was a contract closing date of Friday, Sept 20th at 10 a.m. All along I have kept record of everyone I spoke with. On Wednesday, Sept 18th, I requested the request be escalated. I requested a payoff for the sale of a home on Monday, Sept 16th.
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