Consumer complaint received 2024-02-07 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: CT

Complaint narrative:
Started receiving communications via email about the restart of payments for student loans in XXXX and submitted my Income-Driven Repayment Plan ( IDR ) request with Studentaid.gov on XX/XX/XXXX indicating that I made {$0.00} annually in XXXX and will be below poverty level income in XXXX showing a small bit earned on my paychecks. 

This indicated the servicer will choose a plan on the Student Aid Website. 

My First sent message to MOHELA was on XX/XX/XXXX, I asked for clarification on the IDR plan as it stated it should be {$0.00} a month based on my income but I received a monthly bill on XX/XX/XXXX of {$250.00} with interest accrued of {$28.00}. 

XX/XX/XXXX automated processing delay message was received XX/XX/XXXX ( XXXX ) I received a letter about being placed on SAVE but now my new monthly amount increased to {$300.00} XX/XX/XXXX ( XXXX ) I received a letter MOHELA has placed an Administrative Forbearance on your account XX/XX/XXXX : Automated reply to my original message on XX/XX/XXXX it reiterated the letter about {$300.00} being calculated. 

XX/XX/XXXX : I replied reiterating my scenario of surviving paycheck to paycheck and indicated my XXXX and XXXX income and expressed that I believe the calculation was incorrect. 
XX/XX/XXXX : Received my first official new {$300.00} a month bill with no communication since my last message. 

XX/XX/XXXX : received an automated reply about working through applications in response to my XX/XX/XXXX message XX/XX/XXXX : I replied back about my forbearance ending in XXXX and pointed to the last message saying they are still working through applications. 

XX/XX/XXXX : Received a letter after I submitted a complaint to the XXXX. Issue # 1 : Monthly payment Amount, they reiterated the {$300.00} but in the next paragraph states, " After researching your account, a previous application was found that was approved for a monthly payment amount of {$0.00} starting on XX/XX/XXXX. An expedited request has been placed to reinstate this repayment schedule. If approved, you will receive correspondence from MOHELA detailing your repayment amount and due date '' Then stated forbearance ends on XX/XX/XXXX. 

XX/XX/XXXX : I request clarification and an update on the letter about {$0.00} repayment and got an auto reply of " will respond within 15 business days '' XX/XX/XXXX : Next monthly bill of {$300.00} XX/XX/XXXX : I sent a message still seeking clarification on the original SAVE plan {$0.00} a month repayment letter I received from them on XX/XX/XXXX and expressing the dire situation this has created financially. 

XX/XX/XXXX : Also submitted a report with StudentAid.Gov - Feedback Case # XXXX, to this date I have not heard back any details. 

XX/XX/XXXX : Next monthly bill of {$300.00} XX/XX/XXXX : Automated message " will respond within 15 business days '' for my XX/XX/XXXX message XX/XX/XXXX : Reply back to my XX/XX/XXXX message, Automated " we apologize for any confusion or frustration, based on income information IDR is {$300.00} '' XX/XX/XXXX : I sent another message in response outlining my situation completely again asking for clarification and even pointing to the Federal Student Aid Website showcasing as a individual family size of 1 making $ XXXX or less is a {$0.00} a month on SAVE. I shared that my only w-2 income is a total of {$16000.00} for XXXX. I also reiterated my income for XXXX was {$0.00}. I then said I didn't even make enough in XXXX to fall in the bracket for a {$300.00} + monthly payment on SAVE. I also indicated that his specific message was a direct follow up from the XX/XX/XXXX which was 33 business days with no real answer. 

XX/XX/XXXX : Sent a blank repayment plan application XX/XX/XXXX : Next Monthly bill of {$300.00} XX/XX/XXXX : Resent monthly bill for XXXX XX/XX/XXXX : Received a collections call from MOHELA XX/XX/XXXX : Again sent another message reiterating my specific situation and stated it has become somewhat predatory in nature. 

Additionally, I have attempted to call a few times but been put on hold for hours, hung up on, or pass around with no indication that anybody would be able to resolve my issue. I am at my wits end completely on managing this situation as I feel like I have been extremely timely and responsive to the various communications sent to me and completed my applications prior to when repayment should have begun. 

I will attach some documents and overview of messages. If I need to provide all messages I can, please let me know.

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