Consumer complaint received 2026-03-17 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: CO

Complaint narrative:
I have a total of 6 loans that are serviced through Mohela. I am receiving notifications that one of these loans ( loan XXXX ) is not receiving payments, despite the fact that I have been making the required minimum monthly payments. Mohela is warning me that my account is past due and threatening to report the delinquency to credit bureaus. I have spoken with their customer service department on three different occasions and they have been unable/unwilling to fix the issue. Here is a summary of the account activity for XXXX for the past several months : XX/XX/XXXX : Mohela sent an account statement showing that {$17.00} would be due on loan XXXX on XXXX. For all previous months, no payment was due on loan XXXX because I had pre-paid it in an attempt to pay the loan off early. No past-due amount was shown on this statement. XX/XX/XXXX : Mohela sent another account statement showing {$17.00} would be due on loan XXXX on XXXX. No past-due amount was shown on this statement. XX/XX/XXXX : Mohela sent another account statement showing {$17.00} would be due on loan XXXX on XXXX. No past-due amount was shown on this statement. XX/XX/XXXX : Mohela sent another account statement showing {$17.00} would be due on loan XXXX on XXXX. No past-due amount was shown on this statement. XX/XX/XXXX : Mohela autopay paid {$16.00} towards loan XXXX. XXXX calculated this payment value and I was unable to correct it to pay the full {$17.00} that was due. XX/XX/XXXX : Mohela sent a notification that a payment had been missed. The Mohela Account Summary webpage showed {$17.00} was past due for loan XXXX. XX/XX/XXXX : I made a manual payment of {$17.00} on loan XXXX to clear the past due status. XX/XX/XXXX : My Mohela Account Summary webpage was still showing that {$17.00} was past due on loan XXXX. I called Mohela customer support. I was informed that Auto Pay was the reason my account was still showing past due. I was instructed to cancel Auto Pay and make all payments manually going forward. I did this. XX/XX/XXXX : My Mohela Account Summary showed a past due amount of {$17.00} for loan XXXX and a current due amount of {$34.00}. XX/XX/XXXX : I made a manual payment of {$34.00} to loan XXXX to cover the full amount indicated to be due on XX/XX/XXXX. XX/XX/XXXX : Mohela Account XXXX showed a current amount of {$34.00} due on loan XXXX and a past due amount of {$17.00}. I could also see that p ayments made in XXXX and XXXX were showing up in my past payments, but for some reason not affecting the payment due status on the Account Summary or statements XX/XX/XXXX : I called Mohela Customer Support again and explained how I am making payments as requested, but still receiving statements, notices, and account summaries indicating the payments are not being received. They informed me that they needed to " refresh '' the sent payments on their end and that might correct the problem. XX/XX/XXXX : Mohela Account Summary was still showing the past due status on loan XXXX with no changes from XX/XX/XXXX. I called Mohela Customer Support a third time and explained the problem. I was told that it can take up to 90 days for the payment " refresh '' performed on XX/XX/XXXX to take affect. I was also told that I was currently 27 days delinquent and that negative activity would be reported to credit bureaus in another 53 days. I requested that they escalate my customer support request. The request was denied and I was told that they can not escalate my request until 90 days had elapsed from the payment " refresh '' attempted on XX/XX/XXXX. I was further informed that Mohela was unwilling to send me any kind of correspondence outlining the discussion we were having and that I had no other options than to wait until they report the false delinquent activity to credit bureaus. XX/XX/XXXX : I received an account statement and past due notification from Mohela indicating that {$51.00} was due on loan XXXX by XX/XX/XXXX of which {$34.00} was past due.

Company response to consumer: Untimely response