Student loan -- Dealing with your lender or servicer -- Complaint #18041987
Complaint Overview
Complaint ID: 18041987
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Trouble with how payments are being handled
State: Tennessee
ZIP Code: 371XX
Date Received: 2025-12-01T12:00:00-05:00
Date Sent to Company: 2025-12-01T12:00:00-05:00
Company Response: Untimely response
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am waiting for my subsidized loan to update as PAID. This loan was paid in full on XX/XX/XXXX while on the phone with someone from Mohela. Each action should have been documented and recorded on their end showing this but I have called them many times. My loan payment has not updated but everyone I have spoken to including supervisors have agreed the payment should have been processed. Amount : {$18000.00}. The exact dollar amount listed owed on XX/XX/XXXX I have notes on my account showing my request as I was on the phone with a representative. The account balance was supposed to be paid in full. The exact dollar amount was paid but on my end I am unable to allocate the funds to that account for some reason, only an employee from the company can allocate the exact dollar amount for some reason. They deliberately makes it close to impossible to reach anyone. I get transferred to several people who all agree my account should be updated but it is not. Then, I am told to expect a call back in XXXX business days. Without any notice I get a call and if I don't pick up, the company deletes my request and I have to start over. I have work and other responsibilities. I can't live on my phone waiting for XXXX hours in the hopes someone will call once. I managed to get through these deliberate obstacles and spoke with a supervisor who said they will put an additional request in but naturally none of this has happened.
Frequently Asked Questions
What is Complaint #18041987 about?
Complaint #18041987 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2025-12-01T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Untimely response". The response was not timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Mohela?
Yes, visit the Mohela company profile at readthecomplaint.com/company/mohela to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.