Consumer complaint received 2025-10-07 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with your payment plan
Company: MOHELA
State: CA

Complaint narrative:
As you are aware, I was placed into XXXX  forbearance in XXXX. During this time I called MOHELA several times, and was ADVISED to stay in XXXX forbearance as I will be able to apply for XXXX  and months on forbearance will count toward forgiveness ( once I reach my 120 month of qualifying employment.... which is this month XXXX of XXXX ). 

However, XXXX  requests are now taking XXXX months ( and I only have 12 months of repayment with XXXX  ) so I APPLIED for for repayment through XXXX on XX/XX/XXXX and was accepted to XXXX on XX/XX/XXXX and received the following email : EMAIL BEGINS : -- -- -- -- -- -- -- -- -- -- -- - Subject : XXXX Received Date : XX/XX/XXXX Thank you for contacting MOHELA, We apologize for any confusion or inconvenience. Your application for the XXXX XXXX XXXX ( XXXX ) plan has been approved. Your monthly payment will be {$1000.00}, effective XX/XX/XXXX. 

Please keep in mind, continued eligibility for this plan must be certified annually. You will receive notification to recertify your eligibility approximately 60-90 days before the current plans expiration. 

You may continue to monitor your account for updates and correspondence at XXXX. 

If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX. to XXXX XXXX., Tuesday through Friday XXXX XXXX. to XXXX XXXX, and Saturday XXXX XXXX. to XXXX XXXX ET Thank you, MOHELA. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - ( EMAIL ENDS ) On XX/XX/XXXX I called MOHELA about the website not reflecting my acceptance into XXXX and in REPAYMENT. This is the synopsis of the call : MOHELA CALL BEGINS -- -- -- -- -- - Mohela Call XX/XX/XXXX - Time of call XXXX ( approximately ) Representative : XXXX, ID XXXX Call back if disconnected : Says no she is not able to do that Transfers me to Advanced Team Representative : XXXX XXXX ID XXXX Call back if disconnected : No We dont do that, unfortunately. 
Comments : XXXX, Looks like you were changed on the XXXX of XXXX, thats when it went into repayment. You havent been in the XXXX plan since XX/XX/XXXX, because thats when you were put onto Forbearance. I see the approval from XX/XX/XXXX on my end, and then they sent you the notification. Yes, I do see the message they sent you from XX/XX/XXXX stating you have been accepted into the XXXX plan. They have until 21 days prior to your due date to update your plan. 21 days prior to your due date is XX/XX/XXXX. I also asked I was told I get two qualifying months for the 2 months of forbearance. XXXX responded, Yes. Its automatic. 
In regards to how long the XXXX  requests are taking at this time, XXXX responded, That is done through the Student Aid website. -- -- -- -- -- -- -- -- -- - Call Ends CALL BACK MOHELA on XX/XX/XXXX @ XXXX CALL BEGINS -- -- -- -- -- -- -- -- -- XXXX XXXX ID XXXX ). - Super helpful and kinda. Offered ID number and their name. 
I let them know I was calling to check the status of my XXXX acceptance. XXXX looked into this and said, I will have to send you over to a supervisor. I thanked them and they transferred me. 
XXXX ( ID XXXX ) I let them know the same thing about my XXXX acceptance and still being in the XXXX Plan, and XXXX stated, Okay I can take a look at that for you. I do see that. Is it okay if I place you on a brief XXXX to XXXX minute hold. I do need to reach out because that is not correct. I said, Sure, no problem. XXXX said, Thank you. It does look like that was a mistake, so Im going to have to put in a request to reprocess to get the correct payment plan on the account. It could take up to 90 business days until it processes. I asked if all of these months will be credited toward XXXX since XXXX due to Mohelas error. She said, The ones from before will be credited, it may not take 90 days for this to process, let me check on if these other payments will be credited. She said, That time in the forbearance those will be credited. The processing forbearance will apply since XXXX due to the processing forbearance. She did reiterate on multiple occasions that the months since XXXX will all count as qualifying payments toward XXXX. She also reiterated that that this was Mohelas error in processing, It has already been escalated. This will be handled in house. You dot have to do anything else. You will receive correspondence about the updates. -- -- -- -- -- -- -- - Call ENDS Current Status : I am not in repayment anymore. I have not received any updated correspondence from MOHELA in spite of an additional email to them requesting an update. I am still in the XXXX forbearance plan. I have not applied for XXXX yet, because I want to be in repayment when I apply for XXXX.

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