Consumer complaint received 2023-11-11
Company: MOHELA
State: OH
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I can not reach Mohela my loan servicer. I had submitted a request for SAVE for repayment. At the time of completing application in XXXX, it said while SAVE/IDR processing, no payment would be owed. I also was previously set up with auto debit when I was first set up with Mohela and since people were having so much trouble with Mohela, I resigned up at the end of XXXX as I didn't want any gaps if payments were to start. I received a letter from Mohela about a week prior to XXXX payment restart and did not have enough time to prepare for payment as I thought there was a temporary forbearance till my SAVE application was completed ( still says processing even though I completed this in XXXX, Auto debit just cleared on XX/XX/XXXX even though completed XX/XX/XXXX and it said it would take up to a month to complete. My bill does not mention any IDR/Save repayment and I do not even know if my billing is correct. Now Mohela is saying my payments are past due ( I have never had a late payment with my student loans nor been delinquent in any form ). I have tried multiple times to call Mohela and can not get to a representative and everytime I try to send a secure message, it pushes you different directions in which I can never get to send a true message to Mohela. I feel Mohela has failed students. I have never had any problems with any of my previous loan servicers, communication with a loan servicer, or payments until having to deal with Mohela. I do not think I should be penalized for a late payment/missed payment as I followed the steps prior to payment resumption. I also never received a disclosure statement from Mohela and it is also not on the website. I filed a complaint with studentaid.gov with a case pending. XX/XX/XXXX Mohela put a notice on my acct stating " We are in the process of updating your account. For some or all of your loans, you will not be due for payment until after XX/XX/XXXX, and your interest rate will be adjusted to 0 % through an anticipated end date of XX/XX/XXXX. The months from XXXX through XX/XX/XXXX will count toward income-driven repayment forgiveness and Public Service Loan Forgiveness , assuming all other requirements are met. Please allow up to 30 days for the updates to be completed. We appreciate your patience and will notify you after your account has been updated. '' Even with this announcement, it is still saying I have a past due amt of {$530.00} and will be reported to credit companies. They sent me a notification stating XXXX payment will be debited on XX/XX/XXXX for {$530.00}. They have not completed my SAVE/IDR request, I do not know if the payments are reflective of SAVE/IDR and never received disclosure statement. I absolutely am appalled that my credit is beginning to be dragged down by the incompetence of mohela that I was forced to change to for PSLF. This needs to be acknowledged and I should be in a forbearance while they are hopefully working on my acct. I went ahead and paid {$530.00} in hopes that I haven't been report to credit agencies yet. I also filed complaint with the Federal Trade Commission and studentaid.gov. The main kicker I am going back to school in XXXX and now I don't even know how that will also affect the current concerns with Mohela.

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