Consumer complaint received 2023-11-16
Company: MOHELA
State: KS
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:
When I checked StudentAid.gov on XX/XX/2023, it said that my SAVE application was completed on XX/XX/2023. I wish I had taken a screenshot, because when I checked again on XX/XX/2023, StudentAid.gov said that my SAVE application was completed on XX/XX/2023. This and the below information leads me to believe that Mohela is giving inaccurate information to StudentAid.gov. So currently, according to StudentAid.gov, Mohela completed review of my SAVE application on XX/XX/2023. However, my account with Mohela still says as of today ( XX/XX/2023 ) that I am on the Level payment plan with a payment amount of {$580.00}. 


On XX/XX/2023 at XXXX, I called Mohela to ask why my monthly payment went to over {$500.00} when I applied to be on the SAVE plan. I was able to talk to a representative at XXXX. I spoke to a new representative, who then transferred me to XXXX, who the training representative described as an advanced representative. 


I informed them both that per studentaid.gov, my application was completed on XX/XX/2023 and the information on studentaid.gov states that my monthly payment under the SAVE plan would be {$16.00}. 


XXXX informed me that the application has not processed yet and that there are some notations on my account. I then accidentally hung up and called back. I heard an automated voice stating my wait time would be 56 minutes, so I requested a callback. 


I received a call back at XXXXXXXX XXXX. I asked when my SAVE application will be processed and expressed concern that the forbearance ends on XX/XX/2023 and we can not afford the almost {$600.00} payment amount. The woman I spoke to informed me that my SAVE application would be processed that week. 


However, as of XX/XX/2023, Mohela still has my current repayment plan listed as Level. The forbearance date was extended to XX/XX/2023. 


On XX/XX/2023, I called Mohela to ask when my SAVE application will complete processing. I spoke with XXXX. I explained that someone told me on XX/XX/2023 that it should be processed the week of XX/XX/2023. 


She informed me that there is a hold on processing and that she will need to transfer me to an advanced agent regarding this hold. I then spoke to XXXX to ask when my SAVE application would be done processing and explained that someone told me on XX/XX/2023 that I was informed that it would be processed the week of XX/XX/2023. XXXX informed me It says pending and its been assigned to somebody as of XX/XX/2023 but it hasnt been completed. She informed me that someone had been looking into it but it has been over a month that theyve been looking into it. XXXX stated her supervisor is looking into it while we were on the phone. She asked me if I was consolidating any of the loans and I responded, No, definitely not. XXXX informed me that her supervisor placed a request for the application to be reviewed and updated, and this can take 4 to 5 business days, bearing any issues. 


Meanwhile, my student loans are still accruing interest - I am concerned that the interest accrued between the time my application was submitted ( XX/XX/2023 ) and the time it will be approved will not be waived, which is unfair to me, because it is not my fault that Mohela has taken so long to process my SAVE application. I have received no communication from Mohela regarding them needing additional information from me in order to process my application, and I've been waiting for it to process for almost 2 months now.

Company response to consumer: In progress