Consumer complaint received 2024-04-08 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: SC

Complaint narrative:
My work offers student loan reimbursement, when I refinanced with MohelaXXXX XXXX XXXX was given the physical address to where my company can send the checks to, the address that was given was to Mohela for public student loans, but the account was the account for my student loan repayment because every time I called to make a payment over phone, they both had my account information and verified it was my account. My work had given {$400.00} worth of student loan payments over the course of XXXX months from when I refinanced in XX/XX/XXXX to XXXX of XXXX. I never saw the money posted to my account and kept asking where the money was every time, they kept telling me, Dont worry, itll post soon, were just behind with all of the student loan repayments going into effect, finally in the end of XX/XX/XXXX, I called them again after being on hold for over an hour and transferred multiple times and asked about the money, they told me to my works student loan repayment company because they dont see anything on their end I called my works loan repayment company they said we see that the payments had been received and cashed every month from XXXX to XXXX because we have the XXXX XXXX, the representative asked me to look up what address they have on file for student loan company and thats how we discovers that Mohela has two different branches for student loans, one for private and one for public. The customer service for the student loan repayment program told me that since Mohela has the money and it has been received and cashed, theres nothing they can do on their end that its now a Mohela situation. He sent me a copy of dates the checks were issued, copies of the checks sent with check numbers, when they were received, and when they were cashed with XXXX along with verification numbers of Mohela receiving the money so I can prove to Mohela that they have the money and they need to transfer it to the appropriate account. I called Mohela public student loan again and was on hold for over an hour and was told they dont have any records of the money being received, they have no idea what I was talking about and cant find any record of the verification codes for them to verify the checks, even though they verified my account information and the copies of the checks have my account information on the checks. The customer service representative told me its not their problem and that I needed to contact Mohela - XXXX, the private student loan company, to get it fixed. I told the representative that I can send him copies of the checks with all of the dates and verification codes that are attached to prove that it was received in an email. I was told thats not necessary and theres nothing they can do and that I still needed to contact Mohela XXXX XXXX to get it fixed. I contacted Mohela - XXXX and the customer service representative told me that she cant do anything because the money got sent to Mohela - public student loan and theres nothing they can do and I had to revert back to them because theyre the ones with the money that has been misplaced. I called Mohela, public student loan, and was on hold for over an hour, transferred multiple times, and explained the situation again to another representative, I was told the same thing that it is not their problem because they have no records of the checks being cashed and that its not their problem, I asked to speak to a supervisor, he told me can not get me a supervisor because as it wasnt their problem, it was Mohela - XXXX problem and mistake, I demanded to speak to a supervisor and was denied and told to contact XXXX XXXX XXXX again and if they wont help me to call them back to them speak to a supervisor. At this point this has been over the course of a week so now were in XXXX, I called Mohela - XXXX and explained my situation, again, and was again reverted back to Mohela public student loan because the address on file was for them and thats who the checks got sent to and Mohela public student loan has been giving me the run around ever since. I asked to speak to a supervisor, I was told one would call me back, no one has, every time I call and ask, they tell me the same thing, they have no record of the checks and that its not their problem and when I try to speak to a supervisor I am denied and told that I can not get a supervisor or one will call me back, which no one ever does. So essentially they have {$400.00} worth of student loan payments in their accounts and have no idea where this money came from thanks to poor record keeping. They deny they have the money and refuse to put the money in the correct account. Im still fighting with them.

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