Consumer complaint received 2024-04-06 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: WY

Complaint narrative:
Received an email on XX/XX/XXXX from the department of education indicating I missed a payment with my service provider Mohela, which I have not missed any payments at any time while engaged with Mohela. I'm also XXXX payments into my PSLF, and Mohela indicated that my XX/XX/XXXX payment was not eligible for counting towards my PSLF, as they cited absolutely no reason, whereas my PSLF employment verification form that took nearly 5 months to process shows that My payments qualified during XXXX, XXXX and XX/XX/XXXX, however there has been no change in my employment or repayment status. I have not missed any payments with Mohela, and they also claim that I have a pending payment transaction for XXXX $ processing on XX/XX/XXXX, however today is XX/XX/XXXX and this worries me as it appears to be possible fraud. Mohela provides me very little correspondence, however I do have recorded conversations with their representatives that indicate these concerns, although Mohela does not provide any written disclosures of these contacts, and in which they do not do the things they claim via the phone to resolve the issue, and there is no documentation from them indicating they have engaged in any of my requests, which they have acknowledged fault of. Contacted my student loan servicer Mohela XX/XX/XXXX to inquire about returning to payment XX/XX/XXXX with my income driven repayment plan ( SAVE ). As of my knowledge in XX/XX/XXXX I logged into my Mohela account and my payment due was double that it was supposed to be under the IDR ( Save ) agreement. Approximately went from XXXX $ to XXXX $ without any notice, correspondence or reason as to such. Contacted MOHELA XX/XX/XXXX to ask about my PSLF Employment Certification which I submitted in XXXX of XXXX, and was effectively discussed 90 days later from that initial submission as it was marked as a " duplicate form. '' Customer representative on XX/XX/XXXX ( have recorded phone call, ) indicated that these types of errors, " just happen, '' and further advise me to submit an additional PSLF Employment Certification Form, of which I already had after looking at my account and seeing that Mohela completely dismissed my initial PSLF. I submitted another manual PSLF in XXXX, had in signed by my government employer, and it has been nearly 90 days and the form is still " processing. '' I have never received any billing statement correspondence from MOHELA either through the mail or electronic means ( email, secure messaging, etc. ) I was told my refund for XXXX and XXXX refunds due to their negligence as imposed by the department of Education would take 60 days, however there is no written correspondence to indicate this actually happened, only a customer service representative whom claimed she processed it on XX/XX/XXXX. I'm very troubled by the lack of transparency, inability to resolve my concerns, and the undertaking and time I have essentially wasted engaging in issues that should not exist in the first place

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