Consumer complaint received 2024-03-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: GA

Complaint narrative:
When student loan repayments started, my auto-draft fee was {$700.00}. In XXXX, I made two payments, in addition to my monthly auto-draft to pay ahead my loans. My first payment was {$4200.00} to pay off loan 1 ( the loan disbursed on XX/XX/XXXX ) and a second payment of {$33000.00} towards loan 3 ( the loan disbursed XX/XX/XXXX ). Confirmation numbers ( XXXX & XXXX ). See picture XXXX. 

As a result, of these payments loan 1 was paid off. Actually, I over paid and Mohela owned me {$100.00} ( this is why it's in brackets ). And loan XXXX had the principal drop from {$47.00} XXXX to {$30.00} XXXX ( See picture XXXX ). Since loan number 1 was now paid off, my monthly payments when from {$700.00} to {$590.00}.

Fast-forward to today, I was following up to see if they had refunded me my {$100.00} and it turns out they decided to, instead of refund me the XXXX XXXX add money to my principal. They go a step further and say I'm delinquent on payments to loan # XXXX ( Yes the loan I just paid {$33000.00} ahead of schedule ). Which I don't know how Im delinquent when they send me the statements and they are auto-drafted from my bank account. 

They increased my loan principal from {$160000.00} to {$180000.00}. See my printed screen from XXXX XXXX to my most recent. See picture XXXX and XXXX. Screenshot XXXX places Mohela 's changes that they implemented without telling anyone for individual loans. I've also attached what studentgov website shows, which is a proper reflection of my actual loans before manipulated by Mohela. 

When I called and asked they said it's because they had to remove my " pay ahead. '' Something about switching to SAVE program. When I asked what payment plan I'm in, they said PAYE. So they stole my money, did not switch me to SAVE, and manipulated the data on my Mohela account and deleted the old data. Lucky for me I saved all the information in XXXX. I told them to keep my account in PAYE because they are too incompetent to change me to the SAVE program without stealing money from me. They literally somehow Brough back loan # 1 that I already paid off. EVEN on STUDENTAID.GOV LOAN # 1 is shown as paid off. Even on my credit report it shows as gone. 

In summary : 1. Mohela has brought back loan # 1 to my account and asking me to pay it again. Even though I already paid it ( It's gone from student aid.gov, my credit reports, confirmation emails, etc. ). They deleted the history as if my original payments were never made. 

XXXX. Mohela has inappropriately increased the principle on Loan # 3.

3. They tell me I'm delinquent on my payments, even though I pay the statement balance every month. It should be IMPOSSIBLE for me to be delinquent on payments because Im in autopay.

4. They increased my monthly payment.

5. They increased the principal on loan 2, 4 and 7??

And lastly, they did ALL THE ABOVE WITHOUT TELLING ME. Again, the ONLY REASON I found out was because I was following up to see if they refunded me the XXXX $ for the overpayment I made to pay off loan XXXX. 

Please help me. I have most these records/payments that they made disappear uploaded into a government database as Im part of the federal EDRP program. I uploaded them prior to Mohela trying to ruin my life, my credit report, and my progress towards PLFS.

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