Consumer complaint received 2023-11-22
Company: MOHELA
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
on XX/XX/XXXX I applied for the new SAVE plan rather than continue with the PAYE plan for my student loans after utilizing the studentaid.gov website tools and deciding

SAVE was the best plan for me. Using the federal website, I was able to easily apply and from what I understand attach my tax information to my application. I applied when I did to ensure my loan repayment would start ON TIME. However, Mohela has demonstrated an incredible incompetence despite the THREE YEARS they had to prep for repayment on top of what I hope is not gender based discrimination based on the fact that I am the sole income earner in our household.

Mohela denied my SAVE application on XX/XX/XXXX stating they needed my husband 's income for the application thus putting my loans in Forbearance. I am now worried will cost me thousands of dollars in accruing interest and may ruin my streak of on-time auto-payments. On the list of accepted documents for my husband 's income Mohela sent me they stated the would accept a tax return which is confusing because I was under the impression they had received MY tax return which is also HIS because WE FILE JOINTLY. It also states on OUR TAX RETURN he is UNEMPLOYED and has no income.

When I reached out to Mohela they took months to respond to my online messages. I sent two messages on XX/XX/XXXX and XX/XX/XXXX and did not hear back until XX/XX/XXXX. Additionally, their responses were not helpful at all. I submitted multiple documents on XX/XX/XXXX confirming that I am the sole income earner in our family and had not heard back until the XX/XX/XXXX message. I assumed after three weeks they would not contact me unless I contacted them so I attempted to call them on XX/XX/XXXX despite their repeated pleas not to do so. Their caller wait queue had put me on hold for over XXXX hours before I finally could talk to someone regarding my issue. I was told then to wait a week for my application to be processed but it is STILL NOT PROCESSED and it has been MONTHS. 

I attempted to call again on XX/XX/XXXX after a week had passed and they at least had a virtual queue implemented. I was told my application would be processed soon and I should wait another week. I called AGAIN on XX/XX/XXXX after waiting a MONTH with no update and I was told they had no way of letting me know how long my application would take despite my forbarence ending on XX/XX/XXXX. When I asked them if this meant " processing '' meant they could confirm my application had been received but had no way to confirm if it had been even looked at after three months I received no definitive answer. I asked if they could at least extend the forbarence and I was told that would take XXXX - XXXX business days. It is now XX/XX/XXXX and I don't even have confirmation that a forbarence extension request has even been submitted for my account. 

Aside from the abhorrent handling of what is usually a quick and easy process for me to reapply to an IBR plan I am also beyond frustrated with Mohelas inability to respond to issues in a timely manner.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation