Consumer complaint received 2023-12-22
Company: MOHELA
State: MD
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 am writing this letter to request assistance with an issue concerning the XXXX program and the overpayments I made as part of the program. My loan ( s ) have been cancelled as of XX/XX/XXXX, however, the qualifying payments I made were determined to be XXXX total payments, by XXXX XXXX, and carried over to Mohela in the XXXX XXXX XXXXXXXX. I made all my payments to XXXX XXXX, then XXXX XXXX. I never made a payment to Mohela after having my servicer transferred prior to XXXX XXXX losing their contract. 

I have received one ( XXXX ) payment of {$700.00} in approximately XX/XX/XXXX, but I believe the total due to me for the XXXX  ( XXXX ) qualifying overpayments made would be : {$21000.00} ( less {$700.00} ) for an amount currently owed : {$20000.00}. 

Ive been told by Mohela that the qualifying discharge date was in XX/XX/XXXX. Per my XXXX XXXX payment history ( I can send via XXXX, I downloaded by XXXX XXXX payments before they closed my account at transfer time ) I made XXXX payments ( XXXX ) from XX/XX/XXXX through XX/XX/XXXX ( pre-pandemic ) for {$450.00} for a total of {$12000.00}. Then, after the pandemic began, I made XXXX ( XXXX ) total payments that were a combination of {$400.00} ( minimum payment required ) totaling {$8800.00}. 

Ive worked with Mohela customer service on this issue but have been told they are at a standstill from their end and can not escalate further beyond creating a separate Mohela Case, which per my conversation with a Resolution Supervisor XXXX this XXXX  XX/XX/XXXX. XXXX provided me that the Mohela case number is : XXXX and was initiated by Mohela on or about XX/XX/XXXX, XXXX XXXX. 

From my discussions with Mohela customer support in XX/XX/XXXX, I was told that their review of my overpayment concerns was valid, and their assessment matched mine. They stated their appeared to be a mis-crediting of the overpayment balance ( {$21000.00} ) to a past spousal-merger issue ( my spouse, XXXX XXXX XXXX [ XXXX XXXX XXXX and I consolidated our loans with Direct Loans on or about after our marriage in XX/XX/XXXX ). This resulted in the payment from Treasury via paper-check for {$700.00} in approximately XX/XX/XXXX. Someone mistakenly applied the {$21000.00} owed to me as part of my XXXX remainder back against some incorrect analysis of the XXXX XXXXr balances. 

On XX/XX/XXXX I submitted this information to the XXXX XXXX  via their online form and the case # is XXXX. The status is 'in review '. I was able to attach the XXXX XXXX payments download to that complaint. 

I thank you for looking into my file and this issues further, as a career XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I am fully available to discuss further via cell ( below ) or email ( below ) and provide any further documentation I can ( sparse given the old sub-contractor used by XXXX XXXX and the lack of legacy documents available directly to me from XXXX XXXX and Mohela, since the discharge of my remaining loans ). 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX ( XXXX ) XXXX XXXX Mohela Account Number : XXXX SSN Last XXXX : XXXX

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