Consumer complaint received 2023-11-08
Company: MOHELA
State: NE
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

Complaint:
My servicer is MOHELA. As of XX/XX/XXXX, I had my last remaining payment to qualify for PSLF. Prior to this, I submitted an employer verification form, believing it would be helpful to expedite the process. I updated all information leading up to my payment being due XX/XX/XXXX for automatic withdrawal. However, the payment did not go through. When I logged in, I saw that I was placed on Forbearance -- one I did not ask for. This happened at a previous time in XXXX as well, when I was placed in a forbearance despite not asking for it. I called MOHELA, and they said the issue would be resolved within 5 days. It was not. I called again, and it was iterated again it would be resolved within 5 days. It was not. I called again as it was nearing the end of the month and I wanted to make a payment. I was told it would be resolved by the final day so I could make a payment. It was not. I called on XX/XX/XXXX, and spoke to a supervisor. She indicated that she agreed with my assessment that I was being punished for a mistake by MOHELA, but I would not be able to make the payment. She said she would move it to her supervisors and it would be resolved by week 's end. Today, XXXX, my payment should have gone through for automatic withdraw. It again was not withdrawn, and I saw I was on forbearance, and that the forbearance was extended another 30 days. 

I did send a written request as well on XX/XX/XXXX regarding this issue, beyond the phone calls. I explained the situation and request that I be taken off of forbearance. Literally minutes ago from writing this, on XXXX, I received a message saying " Our records indicate that you had called in and spoken to XXXX of our Customer Service Representatives regarding this inquiry. We will assume the inquiry has been handled. '' Despite there being a CLEAR indication that I am still in forbearance and that this hasn't been resolved. Again, MOHELA has shown incompetence, the inability to read or to do any investigation or digging, or to seek to help their customers. Despite now having contact with them 6 times in the last month, I've been either treated as a number and money, told different information, or deceptively promised this would be resolved. It has not been resolved. 

At no point in time did I request his forbearance. I have actively tried to resolve this issue and actually BEGGED to make my payment. I continue to be told different information by each individual I speak with, and then promised it will be resolved. And every time I continue to be punished for a lack of competency, timeliness, or attention. It is beyond frustrating that I was already place on a forbearance and not allowed to pay and then punished twice, but now this is a THIRD instance. 

I also requested to make a payment so it would count as my XXXX payment, but I was told multiple times I could not make a payment and that it would not count toward my public service loan forgiveness.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief