Student loan -- Dealing with your lender or servicer -- Complaint #7384150
Complaint Overview
Complaint ID: 7384150
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: New York
ZIP Code: 10016
Date Received: 2023-08-10T12:00:00-05:00
Date Sent to Company: 2023-08-10T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX, I contacted Mohela by phone to request a refund of voluntary payments made during the Covid forbearance period. The loan ( listed as loan 4 in Mohela ) was previously serviced by XXXX ( listed as XXXX XXXX in XXXX ). All payments were made to XXXX but has since been transferred to Mohela which is my servicer for PSLF. This loan is not part of any consolidation loans. On XX/XX/XXXX, I reached out via Mohela Chat and confirmed that a refund request was made and is waiting to be processed. The agent confirmed my refund request amount of XXXX On XX/XX/XXXX, I contacted Mohela via Chat again and the agent quoted 90 business days from initial request for turn-around-time for refunds and requested that I wait to reach out until that time has passed. On XX/XX/XXXX ( exceeding 90 business days ), I contacted Mohela again to get an update on refund request. My loan balance has not increased and do not see that a check has been issued for this refund. They said they will re-submit the request. On XX/XX/XXXX, I contacted Mohela via Chat and the agent informed that they can not see my payment history from XXXX for the loan that I requested a refund on and thus, unable to help with the refund. On my payment tracker for the specific loan, the payments on my loan from XX/XX/XXXX to XX/XX/XXXX are missing. I was told I need to send proof of my prior payments to my old servicer XXXX during the Covid forbearance period. I am concerned that it took over 5 months for me to learn that they were missing the payment history and thus unable to assist with the refund. If they needed additional information to process the request, they should have alerted me sooner. However, they were able to confirm with me previously ( during my original request in XXXX and then again in XX/XX/XXXX ) the correct refund request amount which is the total payment I made during the Covid forbearance period for this loan. How were they able to do so without any payment history? I have uploaded a copy of my payment history from XXXX which serves as proof that I made payments during the Covid forbearance period.
Frequently Asked Questions
What is Complaint #7384150 about?
Complaint #7384150 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-08-10T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Closed with monetary relief". The response was 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.