Consumer complaint received 2024-01-29 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: MT

Complaint narrative:
I was cursed with Mohela after the XXXX XXXX XXXX on student loans. They were my assigned servicer. They are absolutely horrible. Months go by if you send them an electronic message to which they only respond that they are reviewing your message. You never get an actual answer. You will spend most of your work day, from the job you need to pay off your student loans, on hold trying to get a customer service rep. Due to Mohela, my loans were put on another forbearance ( after the XXXX one ended ) until XX/XX/XXXX because they were being fined by the government for not handling business correctly. Back in XXXX XXXX in preparation for my student loans coming out of forbearance again, I went to the Mohela website and signed up for email/text notifications of all payments due, past due or auto debited from my account and also signed up for auto debit of all future payments to come directly out of my checking account. I never received any communication from them but in XX/XX/XXXX I went to their website and it showed that my auto debit was all set up for my payment to come out for my XXXX XXXX payment. Today, XX/XX/XXXX, I realized I have never received a notice from my bank about my payment being drafted. NOR have I received a single text or email from Mohela about my payment being due or being late. I log on to the website and low & behold they are saying my payment is delinquent. My auto debit on the screen shows nothing and I have no messages on their site either. I call customer service, was told it would be a 41 minute wait, at 59 minutes, I had to end my call to take a call from my child who was stranded on the side of the road with his vehicle. I called again and requested a call back. ( By the way, you have to sit in the que for almost 5 minutes just for the option to request a call back. ) The rep called me back 42 minutes later. She offered nothing. She said her system showed her that I received every text notification about my payments & that they sent me a letter XX/XX/XXXX saying that my auto debit would not be ready until XXXX XXXX. I never received this. Had I received this, I would of immediately made my XXXX of XXXX payment until the auto debit kicked in for XXXX. The rep read off my phone number, my email and my mailing address, yet she had no possible idea why I haven't received a single communication from them. Nor have I received any electronic communication from them regarding this XXXX of XXXX payment. This company is fraudulent. I made my XXXX payment this morning and specifically warned the rep that if my " delinquent '' payment is posted to my credit report, I will be contacting legislators. Furthermore, this particular " customer service '' rep HUNG UP ON ME... .simply for pointing out that with the thousands of complaints against them, they won't have a job much longer. If this goes on my credit report, another complaint is coming to you guys and the XXXX  which I also reported them too. I am not trying to not pay, I just don't want to be forced to work with crooks. They are not working for us, they are making it impossible for us to take care of our obligations. You can already see the thousands of complaints on this site and the XXXX  regarding how Mohela is doing business and how they are hurting the consumer. I am not deliquent, I did my due diligence and signed up for the auto debit as they suggested on their site so that I do not miss payments. I also signed up for all electronic alerts so that I could stay on top of my payments and this company wants to treat me like I am trying to hide from my payments. They are only going to continue to lie to the consumers and say that they did everything on their end, when they clearly have not. I encourage everyone that deals with them like I had to, to voice their complaint and take it as high as you can.

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