Student loan -- Dealing with your lender or servicer -- Complaint #7879742
Complaint Overview
Complaint ID: 7879742
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Received bad information about your loan
State: Utah
ZIP Code: 840XX
Date Received: 2023-11-20T12:00:00-05:00
Date Sent to Company: 2023-11-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My new loan servicer ( Mohela ) is showing a balance due on 2 loans that were paid off to the prior loan servicer ( XXXX ). I have written to Mohela twice ( XX/XX/XXXX and XX/XX/XXXX ) and provided documentation of payments which were made toward these loans. I requested a complete list of how all payments made were applied, including payments which were made while the loan was still being serviced by FedLoan Servicing. Mohela has not provided a substantive response to this request. Despite contacting them as soon as they took over my loans and then again a year later, and providing documentation of the payments that were made toward these loans, they have failed to rectify this problem and they still show that I have a balance due on these 2 loans. It is not clear what XXXX did with the payments I made toward these 2 loans. These payments were made manually, separate and apart from the auto payments being made toward my consolidated loans. Additionally, I designated how each of these manual payments was to be applied toward these 2 loans and at the time, XXXX showed these 2 loans as having been paid in full. Unfortunately, I can not access my XXXX account information and it is not clear why the information transmitted to Mohela was incorrect. Nonetheless, Mohela has wholly failed to respond to this situation.
Frequently Asked Questions
What is Complaint #7879742 about?
Complaint #7879742 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-11-20T12:00:00-05:00.
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.