Consumer complaint received 2024-02-08 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: PA

Complaint narrative:
MY ACCOUNT THAT I WAS PAYING ON THROUGH XXXX WAS TRANSFERRED TO MOHELA. I WAS PAYING ALL ALONG AND CONTINUED TO PAY THROUGH MOHELA. MY RECERTIFICATION IS DUE XX/XX/24, EVEN THOUGH ALL INCOME WAS REPORTED TO THEM, ( XXXX XXXX XXXX XXXX XXXX RETURNS ), AND THE PAYMENTS SUDDENLY STOPPED IN XX/XX/24 AND THE PAYMENT OF OVER {$4000.00} IS DUE ON XX/XX/24. I APPLIED OVER THE PHONE XXXX MONTHS AGO, BUT FOR SOME REASON THEY NEVER DID THE APPLICATION OVER THE PHONE, OR AS STATED, " A GLITCH IN THE SYSTEM '', SO AFTER XXXX COMMUNICATION FOR MONTHS I GET A BILL ON XX/XX/24, THAT MY BILL OF {$22.00} ( WITH AN XXXX  OF {$37000.00} ), WAS NOW OVER {$4000.00}. NO EXPLANATION, NO COMMUNICATION REQUESTING ANYTHING, NOTHING, I PHONED IN ON XXXX, BEING ON THE PHONE BETWEEN XXXX HOURS EVERY DAY, AND FOUND OUT THAT NO ONE DID THE SAVE PLAN APPLICATION, SO THE REPRESENTATIVE DID IT OVER THE PHONE, BUT THAT WAS NOT THE ONLY ISSUE. THE MAIN ISSUE WAS I NEEDED THE XXXX XXXX XXXX XXXX DEPARTMENT ( AS THEY TOLD ME TO CONTACT A SUPERVISOR ), WAS THE ONLY DEPARTMENT THAT SIMPLY NEEDED TO RESET MY ACCOUNT BACK TO MY IDR AND REVERT MY PAYMENT TO MY ORIGINAL IDR. I WAS TOLD IT WOULD BE DONE IN ABOUT XXXX  DAYS, BUT ONLY TAKES A MOMENT TO DO IT IN THE SYSTEM, WELL FAST FORWARD TO TODAY, XX/XX/24, NOTHING IS DONE AND NOW THEY ARE CLAIMING THEY DON'T KNOW ANYTHING AND CAN'T DO ANYTHING BECAUSE THEY NEED MY PAYMENT HISTORY FROM XXXX AND EVEN THOUGH THEY HAVE BILLED ME EVERY MONTH SINCE TRANSFER AND I PAY THROUGH THEIR WEBSITE OR OVER PHONE, THEY CAN'T HELP ME. SO NOW, THEY WILL REPORT THAT MISSED PAYMENT TO CREDIT REPORTING AGENCIES. THAT WILL DESTROY MY CREDIT. IT WILL NOT SHOW MY XXXX PAYMENT EVEN THOUGH I MADE A PAYMENT FOR XXXX. THEY SHOULD NOT BE LEGALLY ALLOWED TO REPORT ANY PAYMENT TO THE AGENCIES WHEN I NEVER MISSED ANY PAYMENT, THEY MADE IN ERROR IN NOT GETTING MY ENTIRE FILE FROM XXXX, WHICH XXXX CUSTOMER SERVICE JUST TOLD M E THIS EVENING THAT THEY JUST REQUESTED IT AND IT WILL TAKE SOME TIME TO GET IT TO MOHELA. WHY DID THEY WAIT XXXX MONTHS TO GET MY FILE? WHY DID XXXX NOT SEND MY ENTIRE FILE AND PAYMENT HISTORY WHEN THEY TRANSFERRED MY ACCOUNT? WHAT IS ACTUALLY GOING ON. I HAVE BEEN TOLD NUMEROUS TIMES THAT IT IS A SIMPLE ACCOUNT RESET SINCE I AM CERTIFIED UNTIL XX/XX/24 AND IT WAS JUST A " GLITCH IN THE SYSTEM ''. I ASKED FOR THE PHONE RECORDS TO PROVE THEIR UNTRUTHS OF NO ONE HELPING ME BUT MAKING XXXX EXCUSE AFTER ANOTHER THAT THEY HAVE TO REQUEST SUPERVISORS, DAYS UNTIL THEY CALL YOU, IF THEY CALL YOU, AND THAT NO ONE HAS ACCESS THE THE HIRE UP DEVISION THAT COULD FIX MY ACCOUNT BUT WONT. SO NOW, I CAN'T MAKE PAYMENTS ON MY ACCOUNT BECAUSE IT STATES I OWE OVER {$4000.00}. I CALL IN TO MAKE THE PAYMENT, BUT THAT IS GOING TO CAUSE A CREDIT ISSUE. 
I NEED ASSISTANCE IN THIS MATTER AND ALL CREDIT REPORTING STOPPED UNTIL MY LOAN IS FIXED DUE TO SOMEONE'S INCOMPETENCE, OR COMPUTER " GLITCH ''. 

THANK YOU, XXXX XXXX XXXX

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