Consumer complaint received 2025-01-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: MOHELA
State: GA

Complaint narrative:
XXXX : My concern with my loan provider ( XXXX ) at the time was that they continued to break apart and sell my loans causing me to have multiple student loan bills which forced me to either have missed payments ( marked on my credit ) due to multiple payments required and or have to continue to periodically call to consolidate the loans which changed the terms of the loan. 

XXXX : I found out that I qualified as a teacher working 5 years in my district for teacher loan forgiveness. I contacted my loan provider at the time, XXXX to inquire and the representative told me no such program existed and didn't know what I was referring to. This was baffling because I was able to locate, via online search, loan forgiveness paperwork but I did not know where or how to best submit it given the representative 's response. 

XX/XX/XXXX : I attempted calling again and was told that I could be enrolled in a " program '' that would allow me to take advantage of teacher loan forgiveness. I asked if that would go into effect as of XXXX ( or after completing the XXXX school year ) since at that time I would have taught for 10 years. I was told " no '' and that it would be 10 years from the date I signed up for the program, seeing no other options in taking advantage of the teacher loan forgiveness initiative, I signed up for the program, and my loans moved from XXXX to Mohela. The Mohela customer service is difficult to reach in that I have on numerous occasions called and either sat on hold waiting for a representative anywhere from XXXX hours, I have tried using the option to " save my spot '' and have someone call back and never received a return call ( on XXXX different occasions ). They have changed their website so I am no longer able to access and manage my information and have moved their platform to the studentaid.gov website. 

XXXX : I completed and had my most recent degree conferred in XX/XX/XXXX, according to my understanding - loans are not to go back into repayment until XXXX after completion of the degree program or 6 months after I discontinue if I choose to pause my program. This would mean that I would not go into repayment until XX/XX/XXXX. I received postal mail in XXXX, XXXX, XXXX, and XXXX of XXXX telling me that I have a bill due or past due. I called twice during that time to let them know that this was inaccurate. On the first call, the representative told me that I would have to be in repayment despite what I said to them about the 6 months rule and told me the best they could do was put me on deferment until XX/XX/XXXX and I could call back again if I needed to. I called back again closer to that time and spoke with a different representative and they understood and agreed with my statements about the 6 months. At that time, they stated that repayment would not begin until XX/XX/XXXX. I asked about the past due notices and I was told that they would go away and would not be reflected on my credit ( and or removed if already there ). 

XX/XX/XXXX : I received XXXX envelopes each from Mohela regarding my loan, the first I opened just stated that I was past due on my payments, the second stated I was past due in an amount of over {$700.00}, and the third I opened stated I was past due in an amount of over {$400.00}. The fourth envelope had notice that my new monthly payment is {$250.00} beginning on XX/XX/XXXX. The prior XXXX envelopes opened also had a due date of XX/XX/XXXX. I inspected each set of documents and all listed the same account number ending in XXXX. Again, all XXXX of the envelopes regarding payment were sent at the same time. I called today, XX/XX/XXXX to speak with someone, and the automated service stated I had both an upcoming balance for XX/XX/XXXX of {$250.00} and a past due balance giving a total due on XX/XX/XXXX of XXXX. Currently, as I type, I have been on hold to talk to someone about this for XXXX out of the XXXX minutes that were stated as my " wait time ''.

Company response to consumer: Closed with explanation