Consumer complaint received 2023-12-27
Company: MOHELA
State: AP
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I have been attempting since XX/XX/2023 to get my payment amount corrected with Mohela. According to multiple applications through the FSA website, Mohela website, and with phone applications, my payment should be {$0.00}. However, they continue to post it as {$0.00}. Every time a ticket has been submitted or I have been told that they are fixing the payment amount to the correct amount of {$0.00}, it never happens. Many of my applications are marked as duplicate or sent back with a continued payment of {$0.00} even though the calculators and Mohela themselves have stated the payment is supposed to be {$0.00}. This is in addition to multiple attempts to have my payment counts under PSLF updated as I have at least 4 payments that previously showed as qualified payments under Mohela 's tracking system and have since disappeared all together from my tracker. Mohela is not meeting its contractual requirements to respond to phone calls in a timely manner, secure messages within a timely manner, or to accurately calculate payment amounts, process applications within a timely manner, or to accurately report account information. As to date they have absolutely refused to accurately document all of my monthly payment statuses. I am still actively missing 23 payment months from my payment tracker. They have stated that this is FSA 's responsibility and not theirs. However, their contract states otherwise and some of these payment statuses were previously listed on their website.

With this being said, my most pressing concern is that for over 6 months and with multiple applications through Mohela and FSA, they continue to not correct my payment amount which is supposed to be at {$0.00} and is still listed at {$0.00}. Further, they are instructing customer service reps for PSLF to actively deny access to knowledgeable PSLF supervisors and to actively put customers on hold while they " contact '' a supervisor rather than simply connecting them with a supervisor. Then after extensive hold time, these reps will come back and say they have instructed by a supervisor to do a, b, c and submit requests that never actually get submitted. When you demand to speak directly to said supervisor they actively refuse or connect you back to the original wait line for a normal customer service rep. Alternatively, if they have deferred the time long enough and then finally connect you to the supervisor line, it is past hours and they refuse to answer. They give you an option for a supervisor to call you back and if you leave your number, they never call back. I have had reps tell me on more than one occasion that they are putting in requests to stop my current {$0.00} payment from processing or to change the payment to {$0.00} and none of these requests are recorded when I call the next rep and none of them have reflected on my online account.

In one instance, I had a rep lie to me and say he was a supervisor and when I caught him lying, he lied again and then started actively talking bad about me to his peers with me still connected on the line so I could hear everything. When I called him on this he then proceeded to connect me to the Spanish PSLF line to get rid of me after telling me he would connect me to a supervisor because the PSLF supervisors actively told him he was not allowed to transfer me to them.

At this point in time I am considering all legal options to resolve the inaccurate information on my account to include my payment amount, payment tracker, and the active role on the part of Mohela in denying customer service access to knowledgeable PSLF representatives and supervisors and multiple points at which they are failing to meet their contractual obligations. 

My XXXX as used to calculate the SAVE payment is {$42000.00} which all calculators state should result in a {$0.00} payment and Mohela has acknowledged that this is supposed to be my payment amount but has yet refused to fix the error or said they are fixing it and there is no documented instance of it being fixed on my account. 

I have 23 missing months on my payment tracker which do not show up as eligible or ineligible. They are simply missing. At least 4 of these payments previously showed as eligible prior to consolidations and have not been added back in post consolidation.

I have multiple IDR applications on my account marked as duplicates or cancelled rather than processed to accurately reflect the appropriate payment amount.

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