Consumer complaint received 2023-08-20
Company: MOHELA
State: OH
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:
My federal student loans were moved from XXXX XXXX ( apparently now known as XXXX ) to MOHELA in XXXX or XX/XX/XXXX. 

When I received the month count on my public service loan forgiveness, I logged into MOHELA 's online portal and then made a call to their customer service on XX/XX/XXXX because I noticed interest sitting on my account in the amount of {$1200.00}. This did not make sense given that I had been making payments prior to the pandemic and interest was paused during the pandemic. 

I spoke with XXXX at MOHELA on XX/XX/XXXX, and she spent a long amount of time researching. She told me that the interest was likely from my previous servicer but could not explain it. She said that the interest would compound as of XX/XX/XXXX when interest starts accruing again on student loans. I asked for my full payment history on both of the loans. ( There are two -- both federal and both consolidated with fixed interest rates. ) She said that she would have this mailed to me and that it would take up to four weeks. 

On XX/XX/XXXX, I received a blank document of three pages from MOHELA. ( Document images included herein. ) This contained no information about payments, so I called MOHELA the next afternoon and spoke with XXXX on XX/XX/XXXX. This time, XXXX told me that everything appeared to be requested correctly on MOHELA 's end. After insisting to him that I only received blank correspondence, I was told that a mistake occurred but that a new request to mail me the payment history was submitted by a manager. I was assured that I would have the history within 7-14 days. XX/XX/XXXX came and went, so I gave it one more week. 

When nothing has arrived by XX/XX/XXXX, I called MOHELA again and spoke to XXXX XXXX. She said the XX/XX/XXXX request had been cancelled because it was deemed a duplicate, but she still couldn't explain what was occurring and why I couldn't have my payment history. She spent 1 hour 15 mins on the phone with me waiting to go through two layers of managers whose names she could not give me. I was assured that the second ( higher level ) male manager could see my payment history and that I would have it by that Friday, XX/XX/XXXX. ( XXXX, XXXX XXXX said that it was policy that supervisors ' names not be released to customers. ) That sounded improbable to me given the time it takes to mail something. When I questioned her on this, she said that it would be " into next week. '' Then she changed her mind and said that it could take up to 30 days but should be much quicker now that she notated the account to tell people here to look to get my payment history. I expressed my concern about the interest capitalizing on XX/XX/XXXX, XXXX XXXX told me " that won't happen. '' When I told her that I appreciated all of her efforts but would like to speak with the complaints division before reaching out to the CFPB, I was told that MOHELA was closing in 20 minutes and that she wasn't allowed to transfer me. Instead, I would need to call back the following morning and go through the various layers of employees before being allowed to speak to the complaints desk. 

XX/XX/XXXX has passed. I have no payment history. I requested this two months ago and have spent upwards of 4 hours on the phone with MOHELA trying to get it. 

I need my full payment history on both of these loans so that I can see what happened. I do not believe there should be interest sitting on my account, and I do not want this to capitalize on XX/XX/XXXX. 

Why isn't full payment history available to borrowers when we log in? And why can servicers take 2+ months and still not produce it? This seems incongruent with loan practices in other industries whether that's mortgage or credit card. Can you please assist me? Thank you.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation