Consumer complaint received 2024-11-25 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: MA

Complaint narrative:
Previously filed a complaint... XXXX ( See below ) But it was not resolved. 



Closed Submitted Status Submitted to the CFPB on XX/XX/2024 Product Student loan Issue Dealing with your lender or servicer We received your complaint. Thank you. 
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 
YOUR COMPLAINT They say I owe and have missed payments. I have paid off my student loan and I have submitted proof of payment on their website several times.. I have also called several times and every person I speak to does not know what is going on.. I am seeking a legal counsel if this is not resolved. 

Attachments Proof of payment to MOHELA for student loans XX/XX/2024.pdf ( XXXX KB ) View full complaint Sent to company Status Sent to company on XX/XX/2024 We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. 

Company still working Status Company response is in progress as of XX/XX/2024 The company has responded that it is still working on your issue In some cases, companies need more time to respond. You should receive a final response within 60 days from the date we sent your complaint to the company. 

COMPANY 'S INTERIM RESPONSE Additional research is needed to respond effectively. Thanks, MOHELA Company responded Status Company responded on XX/XX/2024 Response Type Closed with explanation Company 's Response Dear XXXX XXXX : MOHELA has reviewed the Consumer Financial Protection Bureau ( CFPB ) complaint, regarding the application of your payment. As of XX/XX/2024, your {$19000.00} payment has posted to your student loan account. Our records indicate that you paid off loan sequences 1 and 2. As a result, loan sequences loan sequences 1 and 2 are satisfied. If you have any other questions or concerns, please dont hesitate to contact a member of our Customer Advocacy Team at XXXX from XXXX to XXXX Mondays, XXXX to XXXX Tuesdays and Wednesdays, or XXXX to XXXX Thursdays and Fridays, Central Standard Time. You can also visit mohela.com Sincerely, MOHELA Feedback provided Status Feedback provided on XX/XX/2024 Your feedback The companys response addressed all of my issues No I understand the companys response to my complaint No The company did what they said they would do with my complaint No ADDITIONAL COMMENTS Mohela is still calling me for loan payments. This issue is not resolved!! 
What happens now? 
The complaint process is complete and your complaint is now closed. 

We have taken the following additional actions on your complaint : We added your complaint to the CFPBs Consumer Complaint Database. 
Your feedback, and feedback from others, helps us understand how companies are addressing concerns raised by consumers in their complaints. We will also share your feedback with the company. 
We have also shared your complaint with the Federal Trade Commission, which will add your complaint to its database for state and federal law enforcement agencies. 
We appreciate your participation in the complaint process and your feedback on the companys response. Both are important to us and consumers who may have similar issues and concerns.

Closed The CFPB has closed your complaint.

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