At Selene Finance LP (“Selene”), we hold ourselves to the highest standards of customer service, working honestly and fairly with all of our customers and clients. We provide services to address our customers’ unique circumstances, including numerous payment options, extended hours of operation and associates who are trained to provide knowledgeable assistance. We do our best to do things right the first time. Unfortunately, sometimes issues still arise. To help you in these situations, we’ve established the Selene Finance LP Escalation Agent role. This resource is available to help if you are dissatisfied with the resolution of an issue or with the service you have received from Selene Finance LP.

While the actual servicing of your loan is handled by our loan servicing operations, the Escalation Agent is well versed in loan servicing and industry-related laws, regulations and practices. Using this knowledge, the Escalation Agent will acknowledge your inquiry within 3 business days and review your specific situation, looking into any aspect that appears unreasonable or improper. Based on these findings, the Escalation Agent will make necessary recommendations for resolution and will communicate the decision directly to you within 15 days of the receipt of your inquiry.