Customer Assistance


How to contact Selene:

To obtain assistance, simply notify us in any of the following ways:

Selene Finance LP
P. O. Box 8619
Philadelphia, PA 19101-8619

Telephone assistance is available in many languages. En nuestro Centro de Atención Telefónico, tenemos representantes que hablan español.

** To submit a written Notice of Error, Request for Information or Qualified Written Request, send correspondence to:**

Selene Finance LP
ATTN: Customer Service Research
P.O. Box 8279
Philadelphia, PA 19101-8279

Download Third-Party Authorization Form

Beware of scams:

Please beware of any person or company offering to intervene on your behalf while charging you a fee for their services. There are no fees for you to complete an application for assistance with Selene. If you suspect a fraud attempt, we encourage you to contact your loan resolution representative at (877) 735-3637 or email Customer Service.

Are you having trouble making your mortgage payment:

We are here to help! As your loan servicer, Selene is committed to meeting the needs of our customers with the solutions, support and information you need to manage your mortgage account.

We recognize that homeownership can be challenging when financial difficulties arise. We are committed to helping you avoid foreclosure if possible. We have flexible options for our customers who are struggling financially and we urge you to contact us as soon as possible if you are unable to make your mortgage payments.

Applying for Loss Mitigation Assistance:

First, download and complete the appropriate borrower form and corresponding third party authorization and ACH electronic payments forms below:

Download Borrower Assistance Form

Download Third-Party Authorization Form

Download ACH Form

Form delivery:

Email: LoanResolution@SeleneFinance.com

Mail: Selene Finance LP
P. O. Box 8619
Philadelphia, PA 19101-8619
Fax: (866) 926-5498

Selene will notify you that all information has been received upon receipt, and we will make a decision within 30 days of such notification. Please be advised that until we receive a completed request, we will not necessarily stop or place on hold the loan owner’s remedies under the loan documents, including proceeding with a foreclosure action.

How does mortgage forbearance work:

  • A forbearance plan allows borrowers experiencing a temporary hardship to make a reduced mortgage payment or no mortgage payment for a limited period of time while you regain your financial footing.
  • Forbearance doesn’t mean your payments are forgiven or erased. You are still required to repay any missed or reduced payments at the end of the forbearance period unless other arrangements are made. We will work with you, subject to applicable law and investor guidelines, to identify loss mitigation options to avoid a lump sum payment. See FAQ below “What happens at the end of the forbearance?”
  • If and when your income is restored, contact us and resume making payments as soon as you can so your future obligation is limited.

During the forbearance period, you will also receive the following benefits:

  • No late charges are imposed.
  • No negative credit reporting during the forbearance period.
  • Foreclosure proceedings will not be initiated and existing foreclosure processes, including sales, are placed on hold.

You may be eligible for a forbearance even if you are already delinquent on your payments. You may also be eligible for a forbearance if you are in an active Chapter 13 bankruptcy payment plan or if you previously received a discharge from personal liability and you have made voluntary mortgage payments following that discharge.

What happens at the end of the forbearance:

At least thirty (30) days prior to the end of your forbearance period, we will contact you to discuss your current circumstances and all resolution options that are available to you. Additional options to assist you in addressing the delinquency after the forbearance period may include:

  • An Additional Forbearance: You may be able to continue the forbearance for an additional period of time.
  • Repayment Plan: A repayment plan is a structured way to make up your missed mortgage loan payments over a certain period of time. These payments would be in addition to your normal monthly payment.
  • Loan Modification: A modification would permanently change the terms of your mortgage to bring your account current. A modification may involve a change in your interest rate, an extension of the time for repayment, a change in the principal balance or any/all of these options.
  • Deferment: A payment deferral may bring your mortgage current and delays repayment of certain past-due monthly principal and interest payments. You will be responsible for paying the past-due amounts upon the maturity date of the mortgage or earlier upon the sale or transfer of the property, refinance of the mortgage loan or payoff of the interest-bearing unpaid principal balance.
  • HUD Partial Claim: HUD’s COVID-19 Standalone Partial Claim is a no interest, junior loan secured by your property. No payments are due on the COVID-19 Standalone Partial Claim until the payoff, maturity or acceleration of the mortgage, including the sale of the property or a refinancing, or the termination of FHA insurance on the mortgage.
  • Extension of the Term of Your Loan: Suspended payments from the forbearance are placed at the end of the loan in the form of additional monthly payments that will extend the current loan term and maturity date.
  • Reinstatement: If you are able, reinstatement is repayment of the entire amount due at once.

Selene will work with you to evaluate your financial situation and identify the options available. **It is also important for you to keep in touch with us during the forbearance period so that we are aware of any additional changes in your financial condition that might occur. ** Additional documentation may be required to evaluate other payment options depending on the investor or agency requirements, the total amount of missed payments and any prior delinquency.

You may be eligible for Homeowner Assistance Funds (HAF):

The HAF program was established to mitigate financial hardships associated with the COVID-19 pandemic by providing funds to eligible entities for, among other things, to assist with homeowner mortgage delinquencies, defaults and foreclosures. If you are a homeowner experiencing financial hardship after January 21, 2020, you may be eligible for assistance with certain expenses related to your mortgage.

Please visit Homeowner Assistance Fund — NCSHA, which provides an interactive state map, for further information on your state’s HAF program.

Additional important information:

In order to assist you in expediting the workout process, please have available a list of household expenses, recent income documentation and an explanation of your current financial circumstances when contacting Selene.

HUD housing counseling:

The Department of Housing and Urban Development (HUD) offers free referrals to approved housing counseling agencies and their services, please call (800) 569-4287 on weekdays between 9:00 am and 5:00 pm ET (6:00 am to 2:00 pm PT). You can also get an automated referral to the three HUD-approved housing counseling agencies located closest to you by calling (800) 569-4287.

What to do if you want to leave your home:

If you are not interested in retaining ownership of the home, the following options may be available to you as alternatives to foreclosure:

  • Short Sale: A short sale allows you to sell your home for less than the amount owed on the mortgage.
  • Deed-In-Lieu: With a Deed-In-Lieu of foreclosure, ownership of your home will transfer to the owner of the mortgage account voluntarily instead of proceeding through the foreclosure process to extinguish the lien. This option is typically only available when clear title to the property exists.

Depending on the mortgage type, investor or government agency approval may be required for you to participate in one of these programs.

Language Assistance:

**Notice to New York City Residents: **

Selene uses a third-party vendor to assist with translation services during telephone calls with its customers who are non-English speaking or limited English proficient and provides interpreters for more than 240 languages. If you have a language preference other than English please contact us in writing and indicate your preferred language at Selene, P.O. Box 8619, Philadelphia, PA 19101-8619. A translation and description of commonly used debt collection terms is available in multiple languages on New York City’s Department of Consumer Affairs website located here: www.nyc.gov/dca.