Consumer complaint received 2025-03-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: MOHELA
State: CA

Complaint narrative:
XX/XX/XXXX - Paid remaining balance of student loans ( total {$2400.00} ). I took screenshots of the remaining balance and of the confirmed payment. 
XX/XX/XXXX - Received email from Mohela that they had received payment in full of 'one or more ' of my loans. I received a paper letter with confirmation of this as well. 
XX/XX/XXXX - Called Mohela after seeing that I still had a balance posted to my account of {$250.00}. Spoke to a Mohela representative who said that, per their records, I only paid one loan in full. I told them I had taken screenshots that show I paid both loans in full. Per their instructions, I uploaded the screenshots to my Mohela account and they said management will review and call me back in 5-7 business days. I never received a call back. 
XX/XX/XXXX - Account now showing a balance of {$260.00}. Called Mohela again and spoke to a supervisor who reviewed the account. She said she submitted an internal request to resolutions/accounting team to clear the accounts. Per the supervisor, the balance appears to be an error. They asked that I call back in 5-7 business days to follow up if needed. 
XX/XX/XXXX - Account now with balance of {$260.00}. Called Mohela and was on hold for 96 minutes until I spoke with a representative who then tried to transfer me, but the wait time was another 132 minutes, so I pressed # 1 to get a call back. I never received a call back. 
XX/XX/XXXX - Called Mohela and spoke to a supervisor who said she will follow up with accounting. She said she will call me back same day if she hears back from accounting and, if I don't hear back, I should call in 1-3 business days. I did not hear back from the supervisor. 
XX/XX/XXXX - Account now with balance of {$260.00}. Called Mohela and was on hold for XXXX hours and XXXX minutes before speaking to a representative who told me she can not help me, but tried to transfer me to an " advanced representative ''. Estimated wait time for an advanced representative was XXXX hours and XXXX minutes. Stayed on hold for XXXX hours XXXX minutes and was not given an option for callback so hung up. 
XX/XX/XXXX - Called Mohela in the morning and requested a callback while on hold. Received a callback in the afternoon and representative again said they would transfer me to an advanced represetative. Was on hold for XXXX hours and XXXX minutes before I spoke to the advanced representative. The advanced representative then transferred me to a supervisor. The supervisor said she will further escalate the issue. She said there was a change in the principal amount but there is no note as to why. She said she sent an email to the accounting team. I asked the supervisor what happened on XX/XX/XXXX when Mohela said they would follow up with accounting. The supervisor said there was an internal request, but no email was sent to accounting in XX/XX/XXXX. The supervisor said she will give me a callback, but allow for 5-10 business days. I did not get a callback. 
XX/XX/XXXX - Account balance now {$260.00}. Called Mohela and requested a callback. Received a callback 2.5 hours later and was transferred to a supervisor. I explained the issue to the supervisor and was immediately sent to a survey to rate my experience. The supervisor did not call me back. 
XX/XX/XXXX - I sent an email to Mohela explaining the issue and said I would be contacting the Consumer Financial Protection Bureau if I did not hear back from them by XX/XX/XXXX.

Company response to consumer: Closed with explanation