Student loan -- Dealing with your lender or servicer -- Complaint #8260642
Complaint Overview
Complaint ID: 8260642
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: Missouri
ZIP Code: 63090
Date Received: 2024-01-31T12:00:00-05:00
Date Sent to Company: 2024-01-31T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Mohela has failed to communicate important and accurate information in a timely manner. Mohela student loans were put into forbearance due to the covid pandemic from XX/XX/XXXX- XX/XX/XXXX. I received communication stating that loans would go back into repayment starting XX/XX/XXXX. Therefore, I made a payment of {$21000.00} that went through on XX/XX/XXXX. In XXXX and XXXX I continued to get notifications and billing statements that stated that monthly student loan payments were due. I made multiple attempts to pay those bills. However, each time I would make a payment I would be notified that my financial institution returned my payment due to No account/ unable to locate. I continued to get notifications that my account was past due. On XX/XX/XXXX I received an email that stated Your account has been placed into an administrative forbearance ( meaning no payment is required ) for payments due between XX/XX/XXXX, through XX/XX/XXXX. You are not required to make a payment until XX/XX/XXXX This was the first time I was notified that my account was in forbearance. Which means I was notified after the forbearance period was over. Had I known that my account was in forbearance I would not have made the {$21000.00} payment. I also would have not attempted to make any further payments during that time. In addition, Mohela also shows inaccurate information when I try to view my PSLF qualifying payments online. I wouldnt have made the {$21000.00} payment if I knew that the number of PSLF eligible payments was inaccurate on my account when I view it online. Repayment has again restarted in XX/XX/XXXX. I attempted to make a payment on XX/XX/XXXX. The payment was again returned to me and I received the same message that my payment was returned for the same reason of No account/ unable to locate. I continue to receive notifications that my account is overdue despite multiple efforts to pay it. I spoke to an agent on the phone on XX/XX/XXXX and was told that a supervisor would call me back. I spoke to a supervisor on XX/XX/XXXX and she could not determine what the issue was. I was told they would investigate it further and call back within 7-10 business days. Meanwhile, my account is still accruing interest and Im unable to make any payments. I would like all payments made from XX/XX/XXXX - XX/XX/XXXX to be returned to me. I was given misleading and false information. These issues can never be resolved due to long call wait times, and processing errors and delays.
Frequently Asked Questions
What is Complaint #8260642 about?
Complaint #8260642 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2024-01-31T12:00:00-05:00.
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.