Consumer complaint received 2026-04-13 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: GA

Complaint narrative:
We made monthly payment to Mohela for {$250.00} every month On XX/XX/XXXX, we got a late payment notification that flagged me. I immediate called because we had made monthly. I realized that they were not showing our payments from XX/XX/XXXXXXXX to XX/XX/XXXX. ( XXXX payments made and cashed but not showing up by Mohela ) The Approximate missing payments totaling {$3000.00} XX/XX/XXXXXXXX I called about our missed payments XX/XX/XXXX : I Uploaded bank statements evidence with payment proof and details XX/XX/XXXX XXXX call to Mohela I Filed research investigation I was given a Verbal Forbearance by administrative dept 120 days- 4 months Forbearance Ending XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX * I told them I would not make another payment until my year of lost payments were credited to my account. XX/XX/XXXXXXXX Called Mohela for update- On research investigation Still Missing monthly payments from XXXXXXXX until XXXXXXXX for monthly amounts of {$240.00} or XXXX She said ongoing investigation I sent evidence from my bank - XXXX copy of payments submitted to Mohela XX/XX/XXXXXXXX Talked to XXXX ( a specialist ) ( On phone an hour ) Acct still in same situation I submitted the acct number XXXX had which was Mohela to him. * As of XX/XX/XXXX investigation is still in process and says forbearance ended so payment due XXXXXXXXI said I would not make a payment until my year of missing payments were found & credit report was fixed. We did another forbearance. * He said to send money to Mohela NEW acct number which I refused because they were still not showing my XXXX of payments I made. I told them I would not make another payment until my lost payments for over a year were found. He put an expedite on investigation and I should hear back within 10 days. If not solved request another forbearance to stall payment before XX/XX/XXXX. Once again, I had NO RESPONSE at all form Mohela XX/XX/XXXXXXXX Called AGAIN- after I got an email saying I was late on payment. On phone 1 hr 13 min She said she needed a copy of bank statements to prove payment went through. I agreed to do so AGAIN and call back in week or 2 ... if needed we will do another forbearance. I then Uploaded all highlighted bank statements from XX/XX/XXXXXXXX to XXXX. XX/XX/XXXX Called Mohela for update Missing payments XXXX XXXX XX/XX/XXXX She can see where I uploaded statements Request 2 more months in forbearance- ( Available-30 more months of forbearance ) She stated as of XXXX next payment due XXXX XXXX I Re-uploaded Mohela bank history and bank statements where payments cleared. I highlighted payments. Called XX/XX/XXXX To check status of missing payments. Spoke to XXXX. ( A supervisor ) Gave Mohela account XXXX sent payment to -Mohela XXXX XXXX XXXX for her to look into. Payments of XXXX for 1 year missing after 30 min call w XXXX Transfer to supervisor and I was told a supervisor would call me back XXXX called back, a supervisor So she says my account number is a number that was 1 digit off from the account number we had made payments to for the last 7 years. All of a sudden I supposedly had a new account number. Once again, I told them I would not make any payments to Mohela until my year of paid payments were found. In addition, I called my bank- XXXX - for detailed evidence. Bank Statements with all my information and Mohela 's information to prove payments I uploaded the evidence again. XX/XX/XXXXXXXX Received notification that my payment was past due. I was not notified of payment investigation update. Got online and noticed letter on XX/XX/XXXXXXXX that they were investigating. First response since I uploaded every payment again- on XX/XX/XXXX

Company response to consumer: Untimely response