Consumer complaint received 2015-03-29
Company: MOHELA
State: IL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Keep getting calls about my loan

Complaint:
Mohela called me on XXXX/XXXX/15, I told the rep I was at work he then advised me it was an urgent matter. I was concerned so I asked my team lead to give me about XXXX minutes because I had an urgent phone call. I then verified my information and he then informed me I was past due on my loan ( only XXXX days ) but the payment was pending in their system because I always make my payment through their system. I had to tell that rep the payment was already made and that he should have looked at the payment screen before he asked me to make a payment. This incident has happened before when a payment was made but not yet posted. I was only XXXX days late, I started a new job and my paydays are different from my previous employer, I have never been XXXX days late with them and this matter was not an urgent matter because the payment was already and I felt like they wasted my time, the co-signer and was upset because she states no one told her a payment was pending in the system. It seems to me that Mohela wants to misled and employ scare tactics, the payment was made for the XXXX and the money came out of my account on the XXXX ( it was showing as pending in my checking acct on the XXXX ). Mohela has did this to me before, I had to tell the rep to look into the system because I made a payment, I also heard a call my mom recorded of Mohela and not one did he tell her a payment was pending in the system, he asked her to make a payment. She was upset with me because they implied she needed to make a payment when I already her one was made but not yet posted, nowhere on that call was that information given. I actually looked online on mohela 's online page and the payment was posted on the day I said it would. I also spoke with a consumer rights attorney and he advised me that Mohela should make sure they are looking to see if a payment is scheduled online before they ask someone to make another payment and the rep misrepresented the call by saying it was an urgent matter ; it was not an important issue because the payment was made and it was only XXXX days past due. I was nowhere near the XXXX day mark so I am not sure they discussed anything about credit reporting for this payment because it sounded stupid to say such a thing. A supervisor states they have to call when a payment is late ( this is their job ) but make sure you are actually looking to see if a payment was made before you stay anything stupid like asking to make another payment. I was also advised by an attorney that Mohela should not be telling people it is an urgent matter because it was not in this case and nothing about a past due bill is an emergency. It was utterly deceptive and this is not the first time this has happened, I would prefer to get manual calls not computer calls on my cell phone but they told me I had to endure these stupid calls. The rep asked me if I had another phone call number to use, I said no then I was told I would have to endure these useless calls especially since a payment was already made but not posted, it was pending in the system and I wish people at Mohela would take the time to look at the online screen because they wasted my time because I was at work and I had to stop what I was doing to deal with this matter.

Company response to consumer: Closed with explanation