Consumer complaint received 2024-03-27 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: OH

Complaint narrative:
1 ) I enrolled in the XXXX XXXX XXXX XXXX ( XXXX ) program in 2013 for over {$170000.00} worth of federal student loans. My then-servicer, XXXX, accepted timely payments in excess of my monthly bill from me from XX/XX/XXXX through XX/XX/XXXX, under the impression that they were making progress toward XXXX. I was never informed that these payments were not being considered qualifying- they were in full, timely, and my work certification forms were submitted and accepted by XXXX. A year later, I looked back and saw they were deemed " ineligible, '' because I was on long-term deferment. XXXX ( of course ) never informed me that payments were not " due, '' or that they were not considering them qualifying for XXXX. 

I complained several times to XXXX, to no avail. 

2 ) Later, after XXXX deigned to begin accepting my payments as qualifying for XXXX, after multiple years of steady employment, on-time payments in full, and accepted employer certification forms - a clear pattern of work toward XXXX XXXX XXXX  arbitrarily put my loan status on " forbearance '' for three random months : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. My financial status had not changed at all, my XXXX and employment had not changed at all. I was never aware that they were making the change, or given a reason. I don't recall being notified. The forbearances just showed up late- but OF COURSE they accepted the payments I made assuming that nothing had changed. I complained several times to XXXX, and they did nothing. 

3 ) Then, XXXX 's contract was not renewed/they gave it up ( I'm unsure ), and a new monster took over as my loan servicer around the start of XXXX. I imagine CFPB has heard about MOHELA hundreds of times. MOHELA simply accepted the record provided them by XXXX with the XXXX incorrect payment categorizations ( XXXX ; XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). The XXXX XXXX had implemented XXXX, and MOHELA said in XXXX that they would conduct a review to fix exactly the sort of problems that I was encountering. According to a phone call with them on XX/XX/XXXX of this year- that process STILL HAS NOT OCCURRED. 

XXXX ) Most recently, as I am a mere XXXX payments away from XXXX, MOHELA just arbitrarily placed my loans on " Administrative Forbearance. '' I didn't EVEN GET A NOTICE!!! I happened to check my status count because I am so desperate to get these XXXX student loans off my back it is fraying my sanity. They never gave me a reason. I asked for one in online messages to them 3 times in XX/XX/XXXX. I asked in a phone call on XX/XX/XXXX. None has EVER BEEN GIVEN. On that phone call, I demanded that they remove the forbearance so I could get my XXXX loan payment credited. The staff said she would do it in 3-5 days. 2 weeks later - you already know the answer - no change. 

XXXX XXXX XXXX

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