Consumer complaint received 2024-07-09 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: AZ

Complaint narrative:
I have XXXX issues to address. First, I had a minimum payment amount due on XX/XX/2024 in the amount of {$390.00}. I made an additional payment in the amount of {$39.00} on XX/XX/2024 towards my loan with a 5.03 % interest rate. Mohela took my payments from my account on XX/XX/2024. Shortly after XX/XX/2024, Mohela transferred my account to a new service platform. Mohela locked me out of my account making me unable to view any account information. I called Mohela on XX/XX/2024 to ask for a receipt or an invoice. The woman I spoke to was able to confirm my payments, she read the amounts on her end confirming they processed, and that I would receive a receipt/invoice in my email of XXXX within XXXX days. I stressed that it was important that I receive the receipt/invoice because I needed it to submit to work for reimbursement. I did not receive a email so I called a second time on XX/XX/2024. The second lady was also able to confirm my payments and stated the amounts. She indicated that I would be unable to receive the requested information electronically and that the only way I could receive a receipt/invoice would be to get it by mail. She confirmed my address and indicated that I would receive it by mail. I once again stressed the importance of the receipt/invoice to submit to my employer before the end of the fiscal year which was XX/XX/2024. I did receive an email on XX/XX/2024 which stated " In response to your request, we are providing you with the financial activity history for your student loan ( XXXX ). Please refer to the paperless letter for details. Log in to review your paperless letter. '' This was misleading as the link provided in the email took me to the original Mohela servicing website which, upon trying to log in, indicated that I could not log in due to my account moving to the new servicing platform. When I log in to the new servicing platform, there is no paperless letter for me to review. If the letter exists, I do not have access to it. Because Mohela locked me out of my original account, did not transfer payment history to the new servicing platform, and did not provide me with a timely receipt/invoice through email, mail, or a paperless letter, I suffered damages in the amount of {$430.00} ( the amount my employer will reimburse ) because my employer did not receive proof of payment prior to the end of the XXXX fiscal year. 
The second issue is more significant. Upon reviewing my account information on the new servicing platform, I became aware that Mohela did NOT apply my XXXX XX/XX/2024 payments towards my loan. This resulted in significantly more interest being accrued which will impact all my future payments, especially my XX/XX/2024 payments which are still processing. I know this because on XX/XX/2024, I printed my loan details to PDF and my loan principal balances were {$17000.00} and {$18000.00}. Today, my loan principal balances are still {$17000.00} and {$18000.00} with interest continuing to have accrued between my XX/XX/2024 payments and today. Mohela took my XX/XX/2024 payments but did not apply it to my loans. I called to get this issue corrected today but the woman I spoke to indicated that they have no record of my XX/XX/2024 payments. Now because of Mohela 's mismanagement of my loans, I am out {$430.00} from my account that Mohela lost track of and out {$430.00} because I was unable to get reimbursed from my employer. Please note that on my previous XXXX phone calls, the representatives were able to confirm my XX/XX/2024 payments.

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