Consumer complaint received 2024-02-13
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA (OR)

I am reaching out to you to request assistance in dealing with MOHELA, the student loan servicer for my federal student loans. I have been attempting to get on the SAVE repayment plan since XXXX of XXXX, when I consolidated my loans. Although I selected SAVE ( then known as REPAYE ), they incorrectly put me in the PAYE repayment plan instead. When I applied for SAVE again, they moved me from the PAYE plan to the Level plan, causing my payment to increase dramatically. I have reached out to them many, many times by telephone and secure messages, trying to get them to change my repayment plan to SAVE. I still have an application from XXXX that is " processing '' and many applications that were marked " duplicate. '' I've submitted complaints to the Dept of Ed through studentaid.gov, to MOHELA themselves ( twice ), and to CFPB. None of my actions have resulted in any meaningful change- I am stuck in a loop of taking an entire day off work to call them, only to be told " x more days until it is processed, '' then have to take another day off later to call again and request that my administrative forbearance is extended. 

I can't afford the {$320.00} payments under the level plan, and as a result have been in forbearance. This is causing me material harm- I am having to use time off work each time I call MOHELA, and I have more than {$600.00} in interest that has accrued while I've been on administrative forbearance. Based on my income, I qualify for a {$0.00} payment and interest subsidy under SAVE- but because they haven't processed my application, I don't get that benefit. I also am losing time towards XXXX XXXX XXXX XXXX while in forbearance. I work for XXXX XXXX and should be at less than 3 years until forgiveness, but I've now lost 5 months of time. 

Here is a summary of my written correspondence/applications - please note that I have omitted a lot of " correspondence processing delays '' and " we assume your inquiry was already resolved '' messages from MOHELA. I have downloaded all of these documents and attempted to upload a zip file, but it is too large. Please let me know if you would like to see them ; I would be happy to send them if it will help with my request. 

- [ ] XXXX Consolidation Application submitted through studentaid.gov XXXX XXXX Application ( for XXXX, formerly known as XXXX ) - MOHELA Processed Incorrectly as XXXX - [ ] XXXX IDR Application ( for XXXX ) - MOHELA marked duplicate and did not process ( they marked received XXXX ) - [ ] XXXX IDR Application ( for XXXX ) - MOHELA marked received on XXXX. This application is still " processing. '' - [ ] XXXX Complaint to XXXX- it was closed without resolution or further information. 
- [ ] XXXX IDR application ( SAVE ) - MOHELA marked received on on XXXX. This application is still " processing. '' - [ ] XXXX Uploaded XXXX Tax Transcript - MOHELA marked duplicate. 
- [ ] XXXX Uploaded XXXX Tax Transcript - MOHELA marked duplicate. 
- [ ] XXXX IDR Application ( for SAVE ) - MOHELA marked duplicate and did not process. 
- [ ] XXXX IDR Application ( for SAVE ) submitted through MOHELA 's website instead of studentaid.gov - MOHELA marked duplicate and did not process. 
- [ ] XXXX I received the only actual reply to any of the messages I sent- they stated my XXXX application was on hold and said they submitted a new request for me. This request is still " processing '' - [ ] XXXX MOHELA replied to my complaint through their website. No resolution. 
- [ ] XXXX IDR Application ( SAVE ) - MOHELA marked duplicate and did not process. 
- [ ] XXXX MOHELA replied to the CFPB complaint I submitted on XXXX - they said they were " diligently '' working to process my application and provided no resolution. CFPB closed the complaint. 

Here is a summary of my phone calls : - [ ] XXXX XXXX : Called, spoke with representative. Admin forbearance was extended and they submitted a request to review my application. They said they escalated the request and it would be XXXX business days. 
- [ ] XXXX : Called, spoke with representative, they submitted another request to review my application. They said it would take XXXX business days. 
- [ ] XXXX XXXX : Called, spoke with a representative, they requested a supervisor. A supervisor called me back and said they submitted another request to review my application. and extended administrative forbearance again. They said my application would be processed within XXXX business days. 
- [ ] XXXX : Called, spoke with a representative. They kept putting me on hold to consult with a supervisor but would not allow me to speak with a supervisor. They confirmed that my application review was assigned on XX/XX/XXXX and stated they had no further information. I asked for written correspondence from them confirming this, they refused. I asked what was causing the delay, they would not reply. They kept saying they did not know what the process was, they did not know who could give me more information, they could not allow me to speak with anyone else, and I would just have to wait another XXXX business days and call back. 

Please let me know if I can provide any additional information, or if you would like the PDF files I've compiled of the written correspondence.