Consumer complaint received 2025-01-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: ID

Complaint narrative:
I have tried on two separate occasions to correct an issue with the deferment of my loans. I am in the middle of my 4 year program and should have " In School '' deferment until I graduate with an addition 6 month grace period after that. As of right now, each loan has a vastly different deferment end date, loan repayment start date and loan end date. 

I first called MOHELA on XX/XX/XXXX at XXXX XXXX  MT, and after navigating the the automated answering service I selected to receive a call back. I was told that it would take roughly 2 hours for me to receive a call back. They ended up calling me back at XXXX XXXX  MT, the phone rang exactly one time and the call was immediately terminated at the end of that ring. I ended up calling back at XXXX XXXX MT to get back in the cue to speak to an agent. I once again selected to receive a call back, this time I was told that the wait would be over 2 hours. I finally received a call back at XXXX XXXX  MT, I explained my situation to the agent, they agreed that the issue was on their end and that the " In School '' deferment dates should line up for each of my loans. I was then told that this situation couldn't be solved by them and that my call would need to be directed to a Supervisor of some kind. I was once again put on hold and I remained on hold until well after XXXX XXXX  MT ( XXXX XXXX  CT ) which is when they close their office. So I was on hold for 5 and 1/2 hours that day only to be ignored until they closed. 

My second attempt at rectifying this situation was on XX/XX/XXXX at XXXX XXXX  MT. I once again navigated the automated answering service and was told that I would receive a call back in about 1 and 1/2 hours. I received a call back at XXXX XXXX MT explained my case to another Agent who once again agreed that the " In School '' deferment dates should all align and that a Supervisor would be need to solve my problem. I was told that I would need to be on hold for another 4 hours. Midway through the hold I was informed that an error occurred and that my call would need to be restarted. 2 Hours after that I was once again speaking with a new agent that was unable to solve my problem. They placed me on yet another hold to wait for a Supervisor to become available. At about XXXX XXXX  MT I was once again informed that an error occurred and that I would need to restart my call again. 

I elected to not call back again today because I knew that the MOHELA office was to close in another 30 minutes, not giving me enough time to solve the issue. All said and done I was on hold/waiting for a return call for 8 hours. This is completely unacceptable, especially when considering that I am calling to have a mistake that MOHELA made corrected. I do not know how a business can conduct itself in such a manner when the work they're dealing in can drastically effect the financial wellbeing of their clients. 

I have sent a direct message to MOHELA, and emailed their Director of Business Development & Government Relations, Federal Contract and Program Senior Manager and their CEO and have yet to hear back as of typing this complaint.

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