Consumer complaint received 2023-10-13
Company: MOHELA
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I am writing to express my utmost dissatisfaction with the recent experience I have had with Mohela. I am a customer with and I have encountered a series of issues that need immediate resolution. 

The problem started when I received a notice from Mohela indicating that my automatic withdrawal was approved. In light of this, I contacted the customer service department to confirm and ensure that the necessary steps were in place to process this transaction correctly for the month of XXXX and was told that it would take effect in XXXX and no payments on my end are needed via manually. Unfortunately, I have faced significant challenges in trying to rectify this situation. 

Over the course of XXXX weeks, I called your customer service line XXXX times, waiting for extended periods on hold, which lasted over XXXX hours during each call. To my dismay, the representatives I spoke with on these occasions not only failed to resolve my issue but also claimed that they had no record of my previous calls. The level of inefficiency and inconsistency in your customer service is truly disappointing. 

Additionally, during XXXX of these calls, I requested a change to my due date in order to accommodate the miscommunication and error that Mohela had caused. Regrettably, I was met with further frustration. After an additional hour on hold, I was informed that my request would not be approved, and my request to escalate the matter were refused. This blatant disregard for my situation is not only unprofessional but also unacceptable, given the circumstances. 

I understand that errors can occur in any organization, but the way these issues have been handled Mohela 's customer service department is nothing short of frustrating and unacceptable. As a customer, I rely on accurate information and efficient support to manage my financial obligations. 

I kindly request that you take immediate action to rectify this situation. I expect the following : An investigation into the handling of my previous calls and the recording of customer interactions. 

Approval of my request to change my due date effective immediately to accommodate the miscommunication caused by Mohela. 

Improved training for your customer service representatives to ensure that such errors are minimized in the future. 

An apology for the inconvenience, frustration, and wasted time I have experienced during this ordeal. 

I urge you to address this matter promptly. If no resolution is reached, I will be forced to escalate this complaint further, including reporting my experience to relevant consumer protection agencies and seeking legal advice. 

I hope we can resolve this issue amicably and avoid any further complications. I look forward to your prompt response to this complaint. Please contact me at [ Your Phone Number ] or [ Your Email Address ] to discuss the resolution of these issues.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief