Consumer complaint received 2024-06-10 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: IA

Complaint narrative:
To Whom it May Concern, I am writing for assistance with my MOHELA student loan account as multiple calls, emails, to the company starting on XX/XX/XXXX through today has not resulted in addressing any of my concerns or requests. Below is a history of communication, multiple tickets have been created and nothing has been done and it is beyond frustrating no one can give me a clear answer and the things they said were going to be done have not been addressed at all despite me allowing the time they said it would take to process my requests. 

Dates of calls to customer service : XX/XX/XXXX and representative offered that they could send out list of payments made from XXXX by mail to my home address ( address confirmed with them at this time ) and that it would take 5-7 business days. This was never received and it has been past that time frame Call placed XX/XX/XXXX to confirm letter would be sent with all payments made over the past year. I also confirmed with them that they had received to separate payments of {$3000.00} that were made via the new platform on XX/XX/XXXX as these were posted to my account but not showing up anywhere on the website and website indicated that a payment was still due XX/XX/XXXX even though I overpaid this by {$5000.00}. Representative indicated it could take 2-4 business days to show up on account but to call back if this was not showing up after that time frame. VA form XXXX was also uploaded to portal with request to complete for my employer and representative confirmed they had received it on their end. 

Call placed XXXX/XXXX/XXXX as payment was still not showing up in portal despite it being over 4 business days. The representative indicated she would fill out another ticket to look into the issue and recommended I call back if it continued to show XXXX payment was due and no recent payments were posted Call placed XX/XX/XXXX after I received an email from MOHELA indicating that they had sent the financial history for my student loans as requested and I should log in to the portal for the paperless letter, however, the link provided for log in with that email was to the old portal with no way to access any letter or any kind of account history including payments paid on previous portal. Representative informed me they would get this sent out to inbox in new portal but could not confirm that paper letter had ever been sent despite there being XXXX tickets for this. 

XX/XX/XXXX - received yet another email from MOHELA indicating that they had sent the financial history for my student loans as requested and I should log in to the portal for the paperless letter, however, the link provided for log in with that email was to the old portal with no way to access any letter or any kind of account history including payments paid on previous portal Call placed XX/XX/XXXX as there had been multiple tickets open and no resolution or follow up had been done. I was sent to supervisor who stated she was escalating concerns with lack of payment history, lack of letter being sent, VA form still not completed, and XX/XX/XXXX still being indicated as a due date despite overpaying by {$5000.00} on XX/XX/XXXX. She assured me she had escalated this to upper management and they would call me back Monday, XX/XX/XXXX. 

Call placed XX/XX/XXXX at XXXX and I am still on hold with representative. 


Emails to Customer Service ( with no response ) Sent XX/XX/XXXX Hello! I need a proof of payment for all payments made XXXX and no payments are listed on the new portal. I also need to upload VA XXXX form for Loan Verification but there is no longer an option to upload this form on the new website. I need it ASAP - supervisor should be able to expedite request per the VA education debt reduction program coordinator. Thanks! 

Sent XX/XX/XXXX XXXX! I have multiple tickets pending. I made XXXX XXXX payments the end of XXXX and you guys processed them and took funds out of my account but it is not showing up anywhere on my account and it still says i have a payment due XX/XX/XXXX. I made payment through this platform so I am annoyed NOTHING is coming up under acct activity. Secondly, you all sent an email to me indicating you had sent a paperless letter to my inbox with my payments made from the last year through both of your platforms though the email had a link to the now defunct platform. This is EXTREMELY frustrating as there is no way to access email on the previous platform. This all seems ridiculously disorganized. I need a letter, sent to THIS mailbox with all payments made from XX/XX/XXXX to XX/XX/XXXX so I can actually access it. I need my tickets to be expedited and I need my concerns to be handled ASAP. I have a program through my employer where they will reimburse me up to a certain amount of the payments made over the last year but I need to file by a certain date. PLEASE do not respond to this that you have seen I have already spoken to customer service as nothing has been done. I will be filing complaints with whoever I can if this is not done in the next XXXX business days. I have been incredibly disappointed with service since switching to MOHELA and you guys really need to do better. 

Sent XX/XX/XXXX I once again got XXXX notifications of a paperless letter being sent to my account with my loan and this once again directs me to the OLD Mohela log in website where I can not access it. What is going on? Why has this been so hard? Every communication sends me a link to the old website which has nothing on it and no options to access anything. I am beyond frustrated with this situation and understand why there are multiple lawsuits against your company. I would like to say that everyone I have spoken to has been extremely accommodating however they are only able to do so much and all indicated that the requests I am making need to be handled by a supervisor. When I attempted to speak to a supervisor, I was advised she refused to talk to me as there was " nothing she could do ''. I am begging someone there to help me as the level of incompetence and blatant disregard for my very real concerns is infuriating as well as criminal. The website states I still owe my XX/XX/XXXX payment despite me paying a total of XXXX at the end of XXXX as both of the XXXX payments were cleared by my bank and verified as going through by several customer service reps at MOHELA. The fact that it is still showing up as due when I have overpaid by XXXX seems a bit fraudulent. Below is copy and pasted from the email I was sent today telling me to go to the link below to access paperless letter which is not even the new website and not allowing me to access anything on the old website. If you have really transitioned my account as stated to me by all people I have spoken to there, why am I continuously getting links to the old website and told to access info there? 


As you can see, I am beyond frustrated. I have a contract with my employer that they will reimburse me what I pay towards my loans over the cost of my service period ( XXXX ) but I do have to file within a timely manner or I miss out on this benefit. The transition to new platform just so happened to occur the same time my service period ended for the year so I have not been able to access anything through no fault of my own. If I can not get this information ( payment history from both old and new portals from XX/XX/XXXX to XX/XX/XXXX, I will miss out on roughly XXXX for reimbursement which I can not afford to do. I am begging someone to help me with this as it is has been completely ridiculous the amount I have spent in contact with MOHELA to get absolutely no resolutions to multiple concerns. 

I am looking forward to speaking with you soon about this and appreciate your assistance,

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