Consumer complaint received 2024-03-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: CA

Complaint narrative:
Mohela is making it profoundly difficult for customers to get any help. Hours are being wasted on the phone on hold. It is impossible to reach them by alternative means as emails go unanswered- with the exception of an email response that says to expect a correspondence delay. 
I have been trying to reach a supervisor. I finally had one call me on Friday XXXX but I received a work call that I had to take because I am a nurse and I was " on call ''. I asked the supervisor if there was a direct number I could call her back at. She said no. So after I was done speaking with my patient, I tried calling Mohela back. Waited 26 minutes on hold for the rep to get approval to transfer me to a line where I could enter my phone number for another supervisor to call me back. Never received a call the rest of Friday XXXX or over the weekend or on Monday XXXX. Called back to Mohela today XX/XX/XXXX at XXXX PST and waited on hold for 6 minutes just to put my phone number in the general call back list so I could request to speak with a supervisor. At XXXX I got a call back from Mohela and the rep quickly asked my social security number and when I told it to her she rushed a quick reply saying she could not " find '' my account and needed to transfer me to a more senior rep. She did EVEN extend the basic courtesy to ask a 2nd time to double check if she had gotten my social security number wrong or ask me to confirm my account number or anything else. I was left doubting she even entered anything it was so fast. Before I could even reply I found myself on hold for the next XXXX hour and XXXX minutes (!!!!!!!! ) waiting for someone to respond. Finally a rep picked up the call and put me through to voicemail where I could leave my number for a supervisor to call me back within 48 hours. It is now XXXX in the afternoon, I have been on hold/waiting for a call from Mohela for 4 hours of today and I still haven't spoken to anyone about my issues I need help with. It may be 2 more days until a supervisor can respond - even if they do people have to work and can't sit at home waiting for a call back with such a big call back window. This is horrific customer service. It should not be this difficult. 

I have several issues that need help from a Mohela supervisor regarding XXXX ) XXXX I paid during the pandemic pause that I requested to be reimbursed over 1 year ago on XX/XX/XXXX that Mohela is still " processing '' the request for but has added back to the total amount I owe and XXXX ) a delay of my request in XX/XX/XXXX to be in a XXXX plan ( instead of a more expensive ICR plan I was placed in by Mohela ) and XXXX ) I was told by Mohela XXXX XXXX last week the reason why my application for XXXX is taking so long was a new application was opened in my name for me for XXXX on XX/XX/XXXX. This was news to me as I directly told Mohela XXXX XXXX on XX/XX/XXXX NOT to open a new XXXX application for me as I was afraid it might delay my earlier application. I want to know where he got his information to open an application for me? I did not give him the needed information! These issues are hurting me financially and benefitting Mohela financially. I need someone to call me and give me an answer about what is going on! Mohela 's ability to have a federal contract to hold student loans needs to be cut. They are corrupt. They are harming their customers by not addressing their needs in a timely manner and in the excessive delays that benefit them financially.

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