Consumer complaint received 2025-05-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Can't temporarily delay making payments
Company: MOHELA
State: FL

Complaint narrative:
b'On XXXX XXXX 9th, I was on hold with Mohela for more than 3 1/2 hours and nobody responded. I was reaching out to obtain information about my loan because received notification from Mohela about my monthly payment increasing to XXXX. When I was going through the automated system, it said that in July, I would need to pay almost XXXX each month for my student loans. About a month ago, I was notified by email that my student loans is only in forbearance until XXXX. There is a lot of misinformation from this service provider. First of all, I dont make enough money to pay over XXXX  or even XXXXXXXX  on student loans when I am struggling to pay my own bills and have been trying to reach someone by phone to get a general forbearance for 12 months until I can get caught up or find a job with better pay. I was only making enough to pay my rent on my own of XXXX and that does not include the gas for my vehicle that I need to pay that allowed me to get to work which is twice a week and tolls because I had to drive an hour since it is the only decent job that I can find since the job market is garbage right now and companies are not hiring. I still dont know what is happening with my employer because they work with government contracts and continue to right side and lay off more people. All these notifications and then hearing that they want me to pay almost XXXX is stressing me. When I did the loan calculation on their website it showed that I was eligible for a payment of XXXX  per month based on my income. I have a teenage daughter and was a single mom until I met my fianc who is currently not working and been struggling to find a job. I am the only one with income in our home and this back and forth is not helping me. I have been applying for deferment and forbearance and continue to get denied and dont know why. It seems that Mohela does not want to help me as I am struggling and do not take in consideration that with our current economy, I dont make enough to even buy groceries at the house. Every other week or month i continue to receive notifications about paying over XXXX  and this is not something that is helping me considering that I am the only one with income. I dont know what else to do because I can never get anyone on the phone and if it wasnt that I was calling early to see if I can get a resolution, I wouldnt have known about a XXXX payment that they are trying to charge me in July. I have no notification by email regarding this amount and it would have come as a surprise to me. Is this how they are trying to screw people over? Is this legal not to inform anyone to put many borrowers in default? This is not right and something needs to be done because it is not fair with so many people struggling right now that have lost their jobs. As i mentioned before that my company right now is laying off more people and it can happen to me at anytime.'

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