Consumer complaint received 2024-05-08 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Can't temporarily delay making payments
Company: MOHELA
State: CT

Complaint narrative:
On XX/XX/XXXX, MOHELA responded to a complaint that I submitted stating that they are refusing to place my account on in school deferment since XX/XX/2024. The initial complaint, which is now closed, but is unresolved, is XXXX. I spoke to a representative on XX/XX/XXXX that stated she can see all my documentation including the CFPB complaint and also confirmed that I should be on in-school deferment. She said it will be changed. It has not been changed and MOHELA is saying I missed a payment and now owe double ( {$910.00} ). I spoke to a representative on XX/XX/XXXX, who also said she can see all of my forms showing I should be on in-school deferment. She did not know what to do. She said I should NOT be in repayment. She said a supervisor would reach out. They did and refused to talk on the phone. MOHELA also has been ignoring all of my emails. 

I am attaching the following : my certified enrollment status from the XXXX XXXX XXXX XXXX, and the XXXX XXXX XXXXXXXX XXXX records showing that MOHELA received my enrollment data. I am also attaching a screenshot of all the emails MOHELA refused to answer. I also attached a screenshot of MOHELA 's official company response to my previous CFPB complaint. As the response states, MOHELA has confirmed me account should be placed on in-school deferment and my interest be backdated. Nearly 3 weeks later, instead of doing what they said they would do MOHELA says I missed a payment and owe another payment in XXXX. There is no question anymore. MOHELA formally admitted they made an error and my account should be placed on in-school deferment. Every single representative from the company I have spoken to, which has been more than 8, have said that they should HAVE placed by status to in-school BACK IN XXXX. 

Here is additional background information. The XXXX  XXXX XXXX notified MOHELA that I was enrolled on XX/XX/2024 through the XXXX XXXX XXXX XXXX. MOHELA says that my forbearance ends in XXXX days and I am expected to make my first payment on XX/XX/XXXX. I have reached out to MOHELA at least 6 times by email, and another 4 times by phone. They refused to respond to all of my emails for the last month. I spoke with 4 different representatives by phone over the last month. Each confirmed that I am a student at least half time and that they received this status update from the XXXX XXXX XXXX XXXX on XX/XX/2024. They have refused to send me an email confirming that. The first representative in XXXX stated that they were awaiting the report from the XXXX XXXX XXXX XXXX and when they receive it they will update my status. When they received the report on XX/XX/2024, MOHELA updated it to say I was not in school and my loans are due in XXXX. The second representative I spoke to on XX/XX/XXXX confirmed that they were informed by the XXXX XXXX XXXX XXXX on XX/XX/2024 that I am enrolled at least half time. This representative stated that my account will change to in-school deferment in 2-3 business days. It has been almost 3 weeks and the status has not changed. I therefore called a third time. I spoke with another representative for the third time, XXXX ( MOHELA employee number # XXXX ) on XX/XX/XXXX, from XXXX to XXXX. I spent an hour with him. He also confirmed that I am a student and should be on in-school deferment. After contacting his supervisor to get answers, they still did not know why MOHELA is refusing to update my status. He stated he does not know when the status will change. I requested that he send me an email stating that he confirmed that they received my enrollment data from the XXXX XXXX XXXXXXXX XXXX. After seeking permission from his supervisor, he refused to send me an email confirming that they received the documentation from the XXXX XXXX XXXX XXXX. He then told me that he can not help me, and he does not know why they won't change my status. 

I spoke to another representative on Monday XX/XX/XXXX. She also stated that they have received my enrollment status. She said she does not know why they wont change my status. She then stated that she will place my account on administrative forbearance so they can figure out what is going on. She said it will be in effect in 2-3 business days. Instead of this forbearance or an in-school deferment status, I received an email that I must make my first payment next month XXXX XXXX XXXX XXXX XXXX.

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