Consumer complaint received 2024-03-06 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: PA

Complaint narrative:
I have having difficulty with Mohela and accurate billing. I keep getting billing errors, and conflicting information from representatives and supervisors when I call to fix these errors which are making it impossible to fix!!!! On XX/XX/XXXX and XX/XX/XXXX I paid {$270.00} for my XXXX and XXXX billing cycles ( respectively ). Totaling {$540.00}. Due to issues Mohela incorrectly billing, I was informed XXXX billing would be put in administrative forbearance and I could have the payments I had made could be applied to future payments. On XX/XX/XXXX, I paid another XXXX for my XXXX billing. I also submitted for my new XXXX plan which was set to expire. mohela eventually placed me in another administrative forbearance for processing. I also called in XXXX to have the XX/XX/XXXX and XX/XX/XXXX payments applied to XXXX, XXXX, and the balance to XXXX under my new XXXX payments. When I was later billed for XX/XX/XXXX for XXXX, I called on XX/XX/XXXX. The representative was unable to find the error and had my request a call back from a supervisor. I received a call from a supervisor the following day ( her named was XXXX? ). She wasnt sure why I was being billed. She saw the account said those payments were applied but couldnt see what it was applied to. She would mark it as paid ahead and submit another request which would take XXXX days. On XX/XX/XXXX, the payments still were not applied to XX/XX/XXXX payment. I called again and spoke to the supervisor XXXX, who would expedite the request so that the bill would be fixed in a few days. He said if it wasnt fixed by XXXX, I should call the supervisor line again and ask for a call back. On XXXX, I still had a bill due XXXX for XXXX, so I called the supervisor line and heard back from XXXX. XXXX said it had been reviewed on XXXX, and that the reason why im still being billed for XXXX is that it had been determined that those payments could not be applied to XXXX, XXXX, or XXXX since I was now under a new XXXX payment plan and so it wasnt the same initial plan I had paid towards. I would have to pay my bill due XXXX since it was a different plan. I paid this bill for XXXX immediately on as soon as I got off the phone. While I was still on the phone, I asked XXXX if that money I had paid on XX/XX/XXXX and XX/XX/XXXX could never be applied under my new XXXX payment, would it be refunded? She put in a refund request and said it would take XXXX days. NOW that I have paid the XXXX bill for XXXX and asked for the refund form the XXXX and XXXX payments, I can see that XXXX was completely wrong!!! The XXXX I paid in XXXX WAS applied to XXXX, XXXX, and XXXX! But now Ive paid an extra XXXX bill when I shouldnt not have AND there is a refund request that isnt needed since it was applied to later dates. This is beyond a confusing mess, and I worry about how XXXX inability to keep track of information so supervisors can properly advise people is making paying bills confusing and could potentially mess up the payment counts for my PSLF! I need all of this mess fixed ASAP

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