Consumer complaint received 2025-07-28 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: PA

Complaint narrative:
SUMMARY : I made a significant lump sum payment in XX/XX/XXXX to place my student loans in a " Paid Ahead '' status through XX/XX/XXXX. In XX/XX/XXXX, at the time this lump sum payment was made, Mohela confirmed that it would be applied as requested. 

However, to date, Mohela continues to inaccurately reflect that payment is due in XX/XX/XXXX, instead of the correct date of XX/XX/XXXX ( 9 months sooner than it should be ). I have made numerous calls and sent messages to Mohela directly, and I have filed XXXX complaints with StudentAid.gov. After each attempt ( call or message ), Mohela confirms that the account will be updated to reflect the corrected paid-ahead status through XX/XX/XXXX ; yet, each month, I receive an email stating that the next payment is due in XX/XX/XXXX. My Mohela account also reflects this information. 

This month, for the first time, I also received a notice stating that a payment was past due ( which didn't make sense at all since the account, though inaccurate nonetheless, had previously been reflecting the first payment due in XX/XX/XXXX, which would not yet be considered past due as the past due notice was received on XX/XX/XXXX ). Now, in addition to the account still not reflecting the correct paid-ahead status through XX/XX/XXXX, it is also showing that a missed payment took place. 

I submitted another direct message to Mohela this morning, placed a call to their direct customer service line, and have yet to receive a callback. 



THE BELOW MESSAGE CORRESPONDENCE IS XXXX OF SEVERAL DOCUMENTED ATTEMPTS TO RECONCILE THE INACCURATE STUDENT LOAN PAYMENT PROCESSING INFORMATION WITH MOHELA. SIMILAR CALLS AND REQUESTS HAVE TAKEN PLACE MONTHLY SINCE XX/XX/XXXX WITH NO RESOLUTION. 


Subject : Payment Processing Received Date : XX/XX/XXXX Thank you for contacting MOHELA, Our records indicate a request was submitted on XX/XX/XXXX for a payment reapplication to pay the account ahead until XX/XX/XXXX. The request is still processing. Please continue to monitor your account for updates. 

If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX a.m. to XXXX p.m., Tuesday through Friday XXXX a.m. to XXXX p.m., and Saturday XXXX a.m. to XXXX p.m. XXXX Thank you, MOHELA Phone : Phone XXXX ( Toll Free ) or XXXX ( International ) TDD Dial XXXX Fax : XXXX Hours of Operation Monday : XXXX a.m. to XXXX p.m. Eastern Time ( ET ) Tuesday through Friday : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Payments Department of Education MOHELA, XXXX XXXX  XXXX, XXXX XXXX, MO, XXXX This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. 

MASSACHUSETTS RESIDENTS : If you are struggling with your student loans, please fill out the form located at : https : XXXX to get help from the Ombudsman 's Student Loan Assistance Unit XXXX 

California residents : The state Rosenthal Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX a.m. or after XXXX p.m. They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov. 
Original message : This message is being added to document the latest series of calls with MOHELA to resolve the ongoing issue of accurately applying the request for paid-ahead status ( initial request made in XX/XX/XXXX ). 


Call with MOHELA Date : XX/XX/XXXX Call Placed : XXXX p.m. XXXX Representative Name : XXXX ( XXXX representative ) ; XXXX XXXX XXXX representative ). 
XXXX XXXX : Notes : Automatic message said that they were experiencing higher than usual call volumeestimated wait time XXXX seconds ; menu option XXXX selected ( repayment options ) ; entered last XXXX digits of my phone number, said it couldnt find my information; referred me to a representative ( XXXX ( phonetic ) ) ; XXXX asked for explanation of issue ; I explained and she said she would refer me to another representative who can assist me; transferred me to another department ; placed on hold ; estimated wait time : XXXX hour and XXXX minutes. XXXX hour and XXXX minutes into call, I was connected with the next representative. I again explained the issue. She told me she was going to connect me with resolution and then placed me on hold. 


Date : XX/XX/XXXX Representative : XXXX XXXX : Explained the situation again. XXXX said there is a documentation that a payment of ~ {$5000.00} payment, that should have put me in a paid-ahead status. Going to transfer me to XXXX Department. Advised me to tell them to review the notes so that I dont have to explain the situation again. Placed on hold. Estimated wait time : XXXX hour XXXX mins. XXXX hours XXXX minutes into call, a new representativeAmberpicked up. 

Representative : XXXX I.D . No XXXX ( asked for last name, but they dont give out that information ) Notes : I again explained the situation, referred representative to account notes, and the messages sent to Mohela XXXX the messaging portal. Placed on hold so that representative could research the situation a little further. XXXX submitted an inquiry regarding this issue. Placed on hold again for XXXX minutes multiple times while awaiting the update. Advised that issue will be handled by resolution department. Representative said that I would be transferred to the XXXX department and, if no one picks up, I will receive a callback today ( Monday ( theyre open until XXXX p.m. XXXX ) ) or tomorrow ( Tuesday ( theyre open until XXXX p.m. XXXX ) ). Transferred to resolution department. XXXX message : all supervisors are busy and a callback is needed. XXXX message confirmed my telephone number. Received automated message : You will receive a callback from the next available representative. Goodbye. 



Date : XX/XX/XXXX ; XXXX a.m. XXXX Representative : XXXX I.D . No. XXXX XXXX : Explained situation to representative. Representative had reviewed prior notes and was aware of the situation. Representative advised that typically, an account can not be paid ahead for more than XXXX year due to the need to re-submit IDR certification annually. I explained that IDR recertification was extended until XX/XX/XXXX. Representative agreed. Representative agreed that based on the total amount of the XXXX lump sum payments in XX/XX/XXXX and the current monthly payment amount that the lump sum payments should cover monthly payments through XX/XX/XXXX. Representative suggested that account could be placed in general forbearance until issue is resolved. I told representative that I did not want to go into forbearance because I was pursuing PSLF and I want every month of payment to count towards the XXXX qualifying PSLF payments. Representative understood. Representative said she would create a Tier XXXX Escalation Request to reapply the XX/XX/XXXX lump sum payments to place account in paid ahead status until XX/XX/XXXX, due to the XXXX re-certification extension. Representative placed me on hold to complete the submission. Representative advised that it would take up to XXXX business days for request to be processed and told me to monitor my account to confirm that the request was processed. XXXX ended. Total call duration : XXXX minutes.

Company response to consumer: Untimely response