Student loan -- Dealing with your lender or servicer -- Complaint #7738024
Complaint Overview
Complaint ID: 7738024
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: Maryland
ZIP Code: 20904
Date Received: 2023-10-21T12:00:00-05:00
Date Sent to Company: 2023-10-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I attempted to pay off all my student loans in two payments in XX/XX/2023 but I could not because MOHELA 's portal was unclear and customer service was unresponsive well after the 3 business days waiting period. Additionally, the portal possibly included incorrect information - I say " possibly '' because they still haven't cleared it the confusion. - In early XXXX, I made a small payment to see how the payment system worked. This was successful. - I made a large " final '' payment to pay off my entire balance. The process to pay off the loan was confusing because I could not see where to pay for the interest, it only showed me an option to pay for principal. When I made my " final '' payment, I thought it included everything since I was reading off of the amounts in the portal. I logged in a few days later to find that more PRINCIPAL was owed ( around {$60.00} ) - I sent them a secure message through their system to ask how to complete the payment of the interest and to clarify why I had a principal balance when I had paid off all my principle. -After sending the message to customer service, I made another payment to clear out the remaining {$60.00}. - I logged in again today ( XXXX ) and found that an additional amount is still owed. - As of this writing, I have yet to receive a response. My friend has had similar issues paying off her loan in one go and I have encouraged her to submit a complaint as well. I should have not have to go through so many loops to pay off my student loans. I have the money to pay off everything now - Imagine those who do not and are forced to work with MOHELA.
Frequently Asked Questions
What is Complaint #7738024 about?
Complaint #7738024 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-10-21T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Closed with explanation". 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.