Consumer complaint received 2024-05-09 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: MN

Complaint narrative:
So, this is another complaint about the company MOHELA. I filed a complaint on XXXX, MOHELA stated they were working on this and here we are today XXXX and the issue is still not resolved. I started this request with MOHELA back on XX/XX/XXXX. It's now been 6 months AND MOHELA has not been honest with me when I call in. I'm going to paste my original complaint below and add to it. 

Original complaint : My student loans were put in an alignment forbearance after the COVID forbearance ended ( around XXXX ). I did not request this and MOHELA didn't tell me they were putting this on. I had already been approved for the SAVE program with a {$0.00} payment prior to all of this. I called MOHELA in XXXX asking them why there was a forbearance on my account and interest accumulating if I was approved for the SAVE program. I spoke to 2 different representatives that had no idea what I was talking about. Mind you I had to wait 2-3 hours before speaking to someone. I finally asked to speak with a supervisor who was able to submit a request for me to retroactively remove the alignment forbearance and remove any associated interest. I asked her how long would this take to process and she told me about a week. Fast forward to today nothing has been completed. I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Each time I was given a different answer by reps and supervisors. When I called on XX/XX/XXXX the rep XXXX told me my request was open and no one has even started working on it yet. I asked to speak with a supervisor and was told I couldn't speak to one even though I was able to in previous months. This is MOHELA avoiding me and my requests. I am also pursuing PSLF which is not being counted due to this alignment forbearance. This is ridiculous, I have spent almost 10 hours of my time between being on hold and speaking to reps all for this 1 issue. The interest today is at {$3000.00} and grows each day until this is fixed. 

New Complaint : Nothing has been resolved even though I've been told multiple times by agents and supervisors that this is being worked on. I have now called MOHELA in addition to above on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and today XX/XX/XXXX. I spoke to an agent today who told me the previous supervisor actually didn't put in a request to remove the interest ( even though said supervisor told me she did ). I was told I needed to wait 60 - 90 days from XX/XX/XXXX. I asked why XX/XX/XXXX? The agent told me because that's when the request was put in. I said no, I put in a request in XX/XX/XXXX. She said yes you did but that request didn't work so we needed to put in another in XXXX. I said ok so it takes longer than 6 months to remove interest from a mistake you guys made? I have left numerous surveys ( yet no one calls me back to help resolve this ) and I continue to get different answers from agents/supervisors. It's starting to make me feel like MOHELA is trying to scam me in a way. Why would so many people give me incorrect information? I used to work in the student loan industry ( I left in XX/XX/XXXX ) and used to complete this request for others, it's quite easy by the way, I would complete these same day. I wish I could transfer my student loans to a different company like XXXX without having to consolidate. No one should have student loans at MOHELA, very unprofessional company. I am thinking of taking legal steps because clearly time and patience isn't doing anything.

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