Consumer complaint received 2026-03-02 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: OH

Complaint narrative:
On XX/XX/XXXX I made a payment to my loan with a due date of XX/XX/XXXX. I realized that I had only paid the interest of this loan so, on XX/XX/XXXX I made an additional payment. At this point it was my understanding that my account was current. On XX/XX/XXXX I went to make my student loan payment and noticed that my account on the website had said that my account was over due by {$21.00}. I made a payment of {$31.00} which would of paid what I owed for the month as well as whatever it stated was overdue. I checked back at the end of the month on XX/XX/XXXX to see if the account was brought up to current and it showed that I owed {$35.00} with still a late payment of {$21.00}. I made a payment of {$35.00} to bring the account current. When I went back to check the account at the beginning of the month on XX/XX/XXXX, I noticed that the missed payment was still showing, so I called Mohela and their phone system told me that my account was past due so on XX/XX/XXXX I noticed it still said that I had a missed payment of {$21.00} and that it needed to be paid and brought current or it would be reported on my credit score. I made the {$21.00} payment and then noticed that the account did not change. I checked again on XX/XX/XXXX and it stated that I had a late payment still of {$21.00}. I called Mohela and waited to speak with a representative on XX/XX/XXXX. They stated that it was an error and they were working on fixing it and it that they would have a supervisor contact me. I spoke with a supervisor XX/XX/XXXX and they had submitted a claim to resolve my issue and reassured me that this was on their end and that it was a computer glitch. That my payments were being made but the computer system was not recognizing that the late payment had been met. I waited and checked my account again on XX/XX/XXXX. It still showed that I had a missed payment and my account was past due. I made another payment of {$28.00} which was what it showed was due for the loan at that time which included the late payment. I then called Mohela again on XX/XX/XXXX and had a supervisor escalate my claim and resubmit it. They said it would be resolved within 10 business days. I then called again on XX/XX/XXXX as the account still showed a missed payment and a past due amount. I was then referred to the finance department. I received a call back on XX/XX/XXXX from a supervisor and she said that she would be pushing the claim back through that it was a computer glitch and that it would be addressed. I waited until XX/XX/XXXX to check my accounts again to find that nothing had been changed and my account still showed past due. I made a payment of {$35.00} which covered not only what was seemed to be past due but the interest and payment for the upcoming month that was not due on till XX/XX/XXXX. I then contacted Mohela again XX/XX/XXXX and spoke to a representative and 2 of their supervisors who stated that the submitted claim had until XX/XX/XXXX to be resolved. It is now XX/XX/XXXX and my account still is showing that I have a late payment with a past due amount of {$36.00}. I am unsure of how this amount keeps going up when no payments have been missed and all payment have been made. I also am getting notices that my credit score is going down a few points due to missing payments. I just spoke to a representative with Mohela today on XX/XX/XXXX named XXXX. He stated that he resubmitted and escalated my claim and I requested a call back from a supervisor.

Company response to consumer: Untimely response