Consumer complaint received 2025-12-29 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: SC

Complaint narrative:
I have been waiting for Mohela to update my account to reflect that I am in a paid ahead status, for almost 2 years. 

On XX/XX/XXXX, a Mohela representative informed me that a " rebuild '' was in process for the payment made to Mohela in XX/XX/XXXX. 

On XX/XX/XXXX, a request for the lump sum payment, paid to Mohela in XX/XX/XXXX, was made to have payments reapplied to reflect that my account was paid ahead.I was told that a " reapplication of payments '' could take up to 90 days. I had called Mohela again on a later date to which I was informed that the rebuild would be expedited. 


On XX/XX/XXXX, I was notified that the " rebuild '' had been completed. 


On XX/XX/XXXX, I called Mohela for an update regarding my account to reflect a paid ahead status to which I was informed that the process was still pending. 


On XX/XX/XXXX, I called Mohela for an update to which they said the last request I had made would be " escalated '' and to " call back in a couple weeks to follow up ''. 


On XX/XX/XXXX, I spoke to a resolution XXXX who had informed me that they would " reach out to management '' so that they could get in touch with the accounting department to have my payments reapplied and to have my account reflect that I am in a paid ahead status. 


On XX/XX/XXXX, I called Mohela for an update. They informed me that a " tier 2 escalation '' was going to be made and to follow up in 5-10 business days. 

On XX/XX/XXXX, I called Mohela for an update. They informed me that the reapplication of payments had been assigned to an accountant and that I am now delinquent 35 days. 

On XX/XX/XXXX, I called Mohela for an update to which no new information was relayed.The process to have my account reflect a paid ahead status is still pending. 

On XX/XX/XXXX, I called Mohela for an update. I was transferred to a XXXX yet no one answered the phone. 

On XX/XX/XXXX, I called Mohela for an update. A representative placed my account in a forbearance due to the pending process. 

On XX/XX/XXXX, I called Mohela for an update to which they informed me that we are still waiting for the accountant to reapply my payments and to have my account placed in a paid ahead status. 


On XX/XX/XXXX, I called Mohela for an update. I spoke to a resolution XXXX by the name of XXXX who informed me that she was going to send an email to management which could take up to XXXX business days. 


On XX/XX/XXXX, I called Mohela for an update. XXXX informed me that they were going to submit an escalation to management and that XX/XX/XXXX would be the XXXX business day for management to reply to the email that was sent on XX/XX/XXXX. 

On XX/XX/XXXX, I called Mohela for an update. They informed me that an email was sent to the accounting management team regarding the request made on XX/XX/XXXX. 


2 large payments were made to Mohela ; 1 payment made in XX/XX/XXXX and another in XX/XX/XXXX. This process that I have been waiting for Mohela to complete is so that these 2 large payments are reapplied to ALL of my federal student loans and to have my account reflect that I am paid ahead and that no payments are due at this time. Interest continues to accrue and I have been waiting for over a year for this to be completed.

Company response to consumer: Untimely response