Consumer complaint received 2024-05-16 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: SC

Complaint narrative:
I have called XXXX and Mohela on several occassions, I'm just really confused and frustrated. I keep getting different information on the phone. I'm told one day that I can't cancel my application, the next day being told I can cancel and it's been cancelled. So that is very varying information and then I get information with my application being denied and then approved? With my payments increasing? I'm just trying to get my IDR application cancelled and removed from my account. All I truly want out of this, is for my IDR applications to be cancelled. I'd like to stay on the PAYE plan at this time and have my payments return to their initial payment amount of {$77.00}, instead of increasing to {$170.00}. I have attached the documents I have received from Mohela directly, but I don't have the phone calls recorded unfortunately, but I'm sure they do and I'd love those recordings to take further action. 

XXXX XX/XX/XXXX : XXXX XXXX  ( XXXX minutes ) XX/XX/XXXX : XXXX XXXX  ( XXXX minutes ) XX/XX/XXXX : XXXX XXXX ( XXXX minutes ) XX/XX/XXXX : XXXX XXXX  ( XXXX minutes, Mohela closed ) XX/XX/XXXX : XXXX XXXX  ( XXXX minutes, Mohela closed ) XX/XX/XXXX : XXXX XXXX  ( XXXX minutes ) XX/XX/XXXX : XXXX XXXX  ( XXXX minutes ) XX/XX/XXXX : XXXX XXXX  ( XXXX minutes, call back from supervisor from XXXX ) XX/XX/XXXX : I applied for my IDR annual re-certification on studentaid.gov and did not agree to change my plan. I thought it was initially due XX/XX/XXXX, but after all of this mess, I was told it actually isn't due until XX/XX/XXXX due to an extension I didn't know about. I was on live chat with studentaid.gov who told me I had to call Mohela directly to get this application cancelled. 

XX/XX/XXXX, XXXX XXXX- I immediately called Mohela who told me they didn't yet have my application and I would have to call back. 

XX/XX/XXXX, XXXX XXXX  - I called back the next business day. I was then told my application had been received but I could not cancel my application ; however, my agent did not seem interested nor information. It seemed like the information is whatever was most convienent for them to tell me. They did tell me the application for a new XXXX plan and the application to re-certify is the same, but when I was on XXXX, I didn't have the option to choose a plan, I just clicked on re-certify and ended up choosing this specific pathway. We ended the phone call. 

XX/XX/XXXX, XXXX XXXX  : I immediately called back I was then told I could indeed cancel my application ( both the IDR application and the XXXX that was attached ). She transferred me to an " advance agent '' who supposedly deals with processing of the applications. I was told my application would be placed on hold and they would be cancelled. 

XX/XX/XXXX XXXX XXXX- I received a message on Mohela regarding " Important Account Information '' which stating my XXXX plan request could not be completed due to we did not receive documentation showing you taxable income ''. This is what I wanted and had been requesting, as this is not what I initially applied for. However, in my " documents received '' on Mohela 's website, it showed a second " IDR application '' that I did not submit. I was told XXXX of these was my application, and XXXX was my XXXX that I had attached. Again though, I was told both my application and XXXX would both be cancelled and deleted. That way my payments would stay the same, and my plan would not be changed. 

XX/XX/XXXX : XXXX XXXX- I was trying to get through to Mohela prior to this, but this was the first time I could get through. I was told that I just needed to be patient and my second " application '' ( which I didn't submit if it was a true application ) was still processing. They told me there was nothing I could do except " be patient '' and would all be completed by XX/XX/XXXX at the latest. I don't remember XX/XX/XXXX XXXX XXXX  - I received another message on Mohela with the subject " Important IDR Account Information ''. This message told me I have been placed on the XXXX plan with an increased monthly payment, of {$170.00}. This goes against all the information that I was told, including me being told my plan would not change, my payments would not change. I was told my application and XXXX were cancelled but this was apparent I wasn't receiving the correct information. 

XX/XX/XXXX : XXXX XXXX  - I called back to follow up regarding this ( as one application was " denied '' and one was " approved '' ). The lady was again not helpful whatsoever. We were on the phone, I told her what has been going on, and then she placed me on and off hold for the next XXXX minutes. By minute XXXX, she was coming back to the phone every XXXX seconds, stating " Are you still with me? Thank you for your patience while I research this. Is it OK if I place you on another XXXX minute hold while I continue looking into this so I'm giving you the correct information? ". I continued to agree ; however, at the end she just told me that my request to cancel the application is still being processed and that it wouldn't be complete until XX/XX/XXXX. I asked to speak to a supervisor, as I was just becoming so incredibly frustrated with each agent telling me something different. My agent was extremely short and becoming rude to me with my request for a supervisor. She transferred me to a line, where I was told I'd receive a call back from a supervisor within XXXX business days. 

XX/XX/XXXX : XXXX XXXX- A supervisor called me back ; however, I could barely understand them. It sounded like they were in an area with very bad reception and seemed to be very far from the phone microphone. She was again not helpful whatsoever and didn't seem to understand what I was even asking or trying to have fixed. The call ended, as I began to cry and just was so incredibly frustrated. 

Please let me know what the next best course of action is. I'd really like Mohela to be held responsible for their continued lies and untrue information I have been receiving. I'd also like the recent " IDR application '' to be completely deleted and everything to go back to how it was. 

Thank you! 
XXXX XXXX

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