Consumer complaint received 2024-04-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: MI

Complaint narrative:
On XX/XX/XXXX I logged into both my studentaid.gov and Mohela accounts to check my loans. It was at this time I realized I had forgotten to make my XX/XX/XXXX payment. I noticed that Mohela had sent me a delinquency notice on XX/XX/XXXX and that I had a payment past due of {$0.00} and a next payment due amount of {$0.00}. I looked in my messages and I see nothing new except a friendly payment reminder, a student loan interest statement ( both sent XX/XX/XXXX ) and a student loan billing statement ( sent XX/XX/XXXX ). So I check my received documents page and that is when I saw that my IDR that I submitted in XXXX ( received by Mohela on XX/XX/XXXX ) was cancelled. I went to my studentaid.gov page and found nothing new anywhere on my page. I was able to locate in my activity where I submitted an IDR request for plan change on XX/XX/XXXX and my most recent submission on XX/XX/XXXX for IDR recalculation, both of which said they were processed and that my servicer would choose my plan. I checked my emails and had nothing from either site regarding forbearance or my IDR application. I called Mohela at XXXX ( XXXX ) and was on the call for 1 hour 15 minutes and 49 seconds, during which I was informed that my income based repayment plan was recertified and that after my forbearance ends on XX/XX/XXXX I will have a payment of {$0.00} until XX/XX/XXXX. I inquired about the forbearance and I was informed that it was started after I missed my payment and is a delinquent forbearance and was used to make my account current again. I asked if my forbearance will count towards PSLF, I was told no. I asked if I make my payments during forbearance if those will count, I was also told no. I then inquired about removing the forbearance and when she returned from the hold she told me that my payment for XX/XX/XXXX would be over {$1000.00}, I asked where that number came from and she told me it was because my IDR had lapsed and I hadn't recertified in time. She then said if she kept the forbearance for XXXX, my XXXX payment would be {$460.00}. She told me that my {$0.00} payments don't begin until XXXX and that I would owe those amounts if I removed the forbearance... all because Mohela DID NOT PROCESS MY IDR REQUESTS. I have submitted multiple complaints to studentaid.gov about dealing with this servicer, my last one being from XX/XX/XXXX regarding the lack of movement in processing my IDR ( that complaint hasn't been processed yet ). I have called Mohela and emailed them since XXXX, to no avail. So here I am, stuck losing 2 months of payment history because of their failure to process my paperwork accordingly. I am also livid over the fact that I was told my payment for XXXX would be over {$1000.00} when I have the XXXX billing statement that shows it was only {$230.00} ( this shows {$460.00} because it was generated the same day as my payment was posted ), same for XXXX ( this does show {$460.00} because it accounts for the missed XXXX payment, which I take accountability for ). I am also not trusting that my new payments are actually {$0.00} as I have not received any documentation regarding the IDR plan. 
The sheer lack of ability to process paperwork is astounding to me when you have so many people that are trying to take care of the debt that they owe. I don't know how much more I am supposed to do, when I reach out to studentaid.gov and Mohela and it take MONTHS upon MONTHS to get any response and by then the issues are no longer valid and the point is moot. I think the government needs to reconsider giving Mohela all of the loans to process, they clearly can not handle the volume and we, as student loan customers, are bearing the brunt of it.

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