Consumer complaint received 2024-09-09 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: NH

Complaint narrative:
My XXXX XXXXXXXX  payment of {$9000.00} for my Unsub and Subsidized loans has yet to be found by Mohela , despite the payment my dad made via e-check as well to be sent the next day in the amount of {$26.00} being posted to my account as received. This amount being found would leave me only with a handful or less of dollars to be paid off. I have been in contact with Mohela starting XX/XX/year> re : this missing payment. The current balance that day was {$9000.00}. The rep told me she was submitting a ticket to XXXX  once neither she nor her supervisor could find it, and that I could call to ask a rep to look for any updates XXXX  added. She told me that the the ticket would take 5-10 business days to be looked up, that i could call and check after that to see if there was any update. She asked if I could submit proof of payment via the portal, which I submitted a screenshot my dad had sent me when he scheduled the payment. 

As of XX/XX/XXXX, I was told XXXX still hadn't reviewed the ticket. I was told that all correspondence, like a letter my dad had his bank send confirming the e-check had been received, would be forwarded to the dept after I submitted it via the Mohela portal ( which I did after getting off the phone with the rep. 

I called again in XX/XX/XXXX, which was after the 10 business days the 1st rep said I should call to see any updates. I was told by this rep that they weren't seeing anything new and was placed on hold. She told me when the ticket was submitted, and that " payment research '' takes up to 37 business days, which would be up XX/XX/year>. 

Upon calling another time on XX/XX/XXXX, I was told that XXXX  had started working on the ticket on XX/XX/XXXX, and that once a request/ticket is submitted they have 90 business days to begin a review and 37 business days to conduct the review, She told me she could see a previous rep the last time I called had told me to call back XX/XX/XXXX seeming a bit annoyed ( which I understand I was given a date, but what is wrong with calling to have them check the status since it is UP TO 37 business days for the review ). I do not think the company was very transparent in how long they have to get to a ticket nor with how long the review takes. 

I have not called to check since XX/XX/XXXX as my dad reached out to the law firm handling the teachers ' union class action the weekend of XX/XX/XXXX. They informed him that their law firm was not able to take on any individual cases as of the moment, given the size of the class action against Mohela, but recommended filing a complaint with the Consumer Financial Protection Bureau as well as some other resources. Upon checking my current balance on my Mohela account today, it is at {$9000.00}. Not only is this sizable payment being lost and the length of time to look for it concerning, my father and I are both concerned that once they do " find the payment '' it may not be accurately applied retroactively as it should. Another concern is how the goalpost regarding the time to get an update kept changing despite being told I could start checking in after 10 business days by the first rep.

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