Consumer complaint received 2025-04-14 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: UT

Complaint narrative:
My complaint is regarding Mohela Student Loan servicing. This has been an extensive endeavor to receive adequate customer service response dating to XX/XX/XXXX. 

XX/XX/XXXX - Income driven repayment request submitted for transition from SAVE to PAYE. Mohela failed to process these loans before the student loan transition pause as they " lost paperwork '' from XXXX. 

XX/XX/XXXX - I confirmed with XXXX that loans and applications were sent in the prior month to Mohela. XXXX reforwarded this application dated this day. 

XX/XX/XXXX - Mohela representative indicated to me that they " reprocessed '' the application, estimated completion XX/XX/XXXX, request that I call back every 2 months to have administrative forbearance activated on the account until they were able to complete the application. 

XX/XX/XXXX- Mohela has no updated on application processing. 

XX/XX/XXXX - I called after extensive 4+ hour wait time this and the previous day and extended forbearance through XX/XX/XXXX. 

XXXX- Mohela has not processed application. I placed 4 calls over this days totaling 20+ hours of automated hold times. Did not receive callback through their phone tree, or timely response to electronic messaging requests to extend my forbearance. Ultimately placed on another 4+ hour hold and Mohela rep extended my forbearance 2 months. 

XX/XX/XXXX - I again requested resubmission of PAYE processing from aidvantage. 

XX/XX/XXXX XXXX XXXX Called again to extend forbearance due to servicer failure to process XXXX application. Placed in a new phone tree loop and had 2x 3hr plus wait times after the phone tree auto-exited me twice after prolonged hold times. When a callback to me was ultimately completed late in the day the Mohela representative on the other line never connected their phone and I was again hung up on. 

XX/XX/XXXX Part 2- XXXX XXXX XXXX  complaint sent by myself- Mohela indicated they would respond within 14 days. Shockingly, this never occurred. 

XX/XX/XXXX XXXX XXXX - XXXX again confirmed that applications were sent from their departments XX/XX/XXXX and XX/XX/XXXX to Mohela but that the applications had " expired on Mohela 's side ''. 

XX/XX/XXXX XXXX XXXX - I filed a sudentaid.gov Mohela complaint which has not received response. 

XX/XX/XXXX XXXX XXXX - Mohela indicated that it would require XXXX business days from XX/XX/XXXX request ( estimated XX/XX/XXXX ). 

XX/XX/XXXX, XX/XX/XXXX - Callbacks with 10+ hour total wait times without customer service response ( no callback option was provided ). 

XX/XX/XXXX - 3 hour wait time, reached Mohela agent. Who clarified that they would place two forbearance requests : 1. for immediate processing forbearance, and 2. for Forbearance request auto-renewal. 

XX/XX/XXXX - 3 hour wait time to reach a new " triage agent '' who responded to my request for update on processing forbearance as the website now indicated one past due payment ( XX/XX/XXXX ) and another upcoming without change in status. She stated that XX/XX/XXXX agent failed to process the first of two forbearance requests and that I would need to be placed on another hold ( 3+ hrs ), ultimately requiring transition to a supervisor after that second customer agent connection. 

There is wild inconsistency in what Mohela agents promise and process, ultimately leaving the loan holder/customer on the hook for mistakes made by their company. Mohela inadequately staffs their customer service line, and leaves customers in extensive hold/phone loops. In doing so, Mohela fails to provide service to their customers.

Company response to consumer: Closed with explanation