Consumer complaint received 2024-11-13 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: UT

Complaint narrative:
In recent months I have been on the receiving end of very hostile exchange when dealing with nearly all staff at Mohela from the customer service representatives to XXXX XXXX who claims to be an " Ombudsman specialist. '' Repeatedly via email I have asked for a paper Invoice or receipt each and every time a payment is received to keep MOHELA honest. In a recent letter dated XXXX XXXX, XXXX  a Customary advocacy team member said " MOHELA is not able to send a paper invoice for each payment received. '' I have explained numerous times that I am visually impaired and do not have access to a computer and that my husband oversees my business transactions while at work. They tell me to " access my payment history on my online account. '' This insensitive, ignorant and dare I say TONE DEAF way of conducting business is unacceptable. This callous response makes me want to lash out. But that is what they want me to do so they can say she is belligerent and wash there hands of me. I refuse to be bullied by XXXX XXXX at the behest of their divisive ceo XXXX XXXX. My paper mail is sent to the XXXX XXXX XXXX XXXX XXXX and converted to XXXX so I can read it myself giving me a sense of AUTONOMY. 
I have tried to be nice but unfortunately, sadly they all like playing petty games via phone and email which is unkind and counterproductive in business especially with those of us with XXXX. As a result, I am no longer cordial. I am very direct in my dealings with MOHELA. I get the impression the company as a whole are unmotivated misleading and dishonest. The higher echelon Administrative staff, to include " XXXX XXXX XXXX '' and XXXX XXXX are sketchy, deceptive, and mendacious on a good day. In XX/XX/2024 the XXXX filed a lawsuit against MOHELA that claimed they " illegally overcharged borrowers on their monthly student. '' Additionally " OVER 50 LAW MAKERS URGE XXXX  TO REVIEW MOHELA 'S PERFORMANCE. '' The key word is URGE, it is a red flag to prompt an investigation at the request of 50 LAW MAKERS! " The Biden Administration accuses MOHELA of incorrectly capitalizing interest on borrowers accounts causing balances to increase and not decrease. '' If 50 LAWMAKERS are questioning MOHELA 's business practices and question their business ethics, why shouldn't I? 
Due to the complete loss of credibility as well as the many pending lawsuits some of which were cited above, I now demand a paper invoice or receipt for each payment received. My reasoning, to keep MOHELA honest and to hold them accountable. I feel their refusal is a violation of the Utah Consumer Sales Act as it could be seen as a deceptive practice intended to mislead ( me ) the customer, especially given recent months where payments went missing and not a soul at MOHELA knew where the money went for XXXX and XXXX payments. It took 9 months to gain clarity and assurance that my money for those 2 months finally posted to my account. 

I never agreed to paperless communication. Nor have I ever checked anything off to indicate a desire to utilize the new online platform to view my payment history. 

I prefer to communicate via USPS. Always have and always will. Please note my account accordingly.

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