Navient Loans CC-502 Error

Tammy Borgnis
Tammy Borgnis Quicken Windows Subscription Member ✭✭✭
edited October 23 in Download, Add/Update Accounts (Windows)

I am getting a CC-502 error connecting to Navient Loans this morning. They recently changed the company servicing the student loan accounts to MOHELA (https://servicing.mohela.com/).

Does Quicken plan on adding a MOHELA connection for these accounts? I tried contacting MOHELA and the representative was extremely rude and had no idea what I was talking about. Thanks.

EDIT: I should also mention that I tried connecting my account to the various MOHELA connections that are already in Quicken with my credentials and none of them work.

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Comments

  • Quicken Jasmine
    Quicken Jasmine Quicken Mac Subscription Moderator mod

    Hello @Tammy Borgnis,

    Unfortunately, if a financial institution makes any changes, it requires them to reach out directly to Quicken with the updated information. I suggest reaching out to Navient or Mohela directly. It is recommended to request to speak to a tier 2 agent or supervisor as they are generally more familiar with third-party applications such as Quicken.

    I hope this helps!

    -Quicken Jasmine

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  • tmi42
    tmi42 Quicken Windows Subscription Member

    No, this does not help at all.

    "Unfortunately, if a financial institution makes any changes, it requires them to reach out directly to Quicken with the updated information". Look in your forums - now that you are aware that multiple people have this issue, why don't you go ahead and reach out to Mohela. We as YOUR users do pay for your product and do expect it to work.

  • Tammy Borgnis
    Tammy Borgnis Quicken Windows Subscription Member ✭✭✭
    https://community.quicken.com/discussion/comment/20458885#Comment_20458885

    Hi Jasmine. I tried telling the representative at Mohela that there has to be someone there I can speak to because Mohela has connections already in Quicken, and I was flat out told "No."

    It is Quicken's responsibility to reach out to Mohela or Navient or whoever to get this fixed. I have tried and gotten nowhere. We pay Quicken close to 100 dollars per year to make sure this stuff works. Thanks.

  • TtamNoslot
    TtamNoslot Quicken Windows Subscription Member

    I am facing this same issue and none of the existing Mohela connections work in Quicken.

    Also I agree with Tammy that this needs to work and should NOT be the responsibility of the customer to reach out to anyone other than Quicken to get it resolved.

  • Tim Graves
    Tim Graves Quicken Mac Subscription Member

    I am also having this problem. I have tried all the Mohela connections. None of them work. Quicken: fix this.

  • J
    J Member ✭✭

    I am also having this problem. Please help to fix this.

  • Don Andrews
    Don Andrews Member ✭✭

    I too am having the same problem. Navient student loans were transferred to Mohela. Four Mohela options show in Quicken and all of them fail to connect. I tried connecting Mohela and was bluntly dismissed as "not our problem, call Quicken."

  • Quicken Jasmine
    Quicken Jasmine Quicken Mac Subscription Moderator mod
    edited November 1

    Hello All,

    We have forwarded this issue to the proper channels to have this further investigated. In the meantime, we request that you please navigate to Help > Report a problem and submit a problem report with log files, a sanitized data file, and screenshots (if possible) attached to contribute to the investigation.

    While you will not receive a response through this submission, these reports will help our teams further investigate the issue. The more problem reports we receive, the better.

    We apologize for any inconvenience! Thank you.

    (CTP-11358)

    -Quicken Jasmine

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  • tmi42
    tmi42 Quicken Windows Subscription Member

    will there be any responses anywhere regarding this investigation? I've submitting a problem report as requested.

  • Quicken Jasmine
    Quicken Jasmine Quicken Mac Subscription Moderator mod

    Hello @tmi42,

    Thank you, I will relay the information as I receive it regarding this issue.

    Hello All,

    If you are still experiencing this issue, please let me know once you have submitted logs.

    Thanks!

    -Quicken Jasmine

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  • Tammy Borgnis
    Tammy Borgnis Quicken Windows Subscription Member ✭✭✭

    @Quicken Jasmine Thank you Jasmine. I have just recently submitted my logs immediately after attempting to connect to Navient again. I am still getting the CC-502. Thanks.

  • Quicken Janean
    Quicken Janean Quicken Windows Subscription Moderator admin

    Hi All, We have been informed this issue is now resolved. Please try reconnecting and let me know if the issue continues or if it resolves. Thanks!

    Quicken Janean

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  • tmi42
    tmi42 Quicken Windows Subscription Member

    There are now several Mohela institutions listed (two of which have the same url, so I'm not sure what the difference is between those). I tried Mohela - LOAN and then Mohela. Neither connected. Then I tried Mohela - Federal Student Aid. That one prompted me for a SSN and birthdate, and then timed out and didn't connect.

    So, the issue continues for me

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