Consumer complaint received 2025-04-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with your payment plan
Company: MOHELA
State: LA

Complaint narrative:
To whom it may concern I have had nothing but unending trouble since my loans being transferred from XXXX to MOHELA to MOHELA Federal Student Aid. I was supposed to be on administrative forbearance with 0 % interest, but I have been gaining interest this entire time at the fault of MOHELA. MOHELA is saying I never submitted a IDR Application. I submitted my SAVE and IDR application on XX/XX/XXXX, and says it has been in review since XX/XX/XXXX on the Federal Student Aid Website. I have received correspondence from Federal Student Aid and XXXX that my application was received and in review. I have been calling and emailing MOHELA speaking with supervisors since summer of XXXX, and I have even uploaded MOHELA the screenshots of these correspondences. Supervisors at MOHELA have " escalated my case '' multiple times with no resolution. Now they are saying I have past due loans that will be in default. MOHELA is not helping or assisting me in anyway even after having spent countless hours and days missing work in an attempt to fix an issue that was not and is not my fault. Please see all documented phone conversations below. 

MOHELA FEDERAL STUDENT AID XX/XX/XXXX Over an hour long phone call starting at XXXX and ending at XXXX XXXX  Supervisor XXXX - XXXX Placed on forbearance while they are looking into account - should be 0 % interest. 

MOHELA FEDERAL STUDENT AID XX/XX/XXXX Phone call with XXXX - XXXX I was placed on another forbearance - should be 0 % interest while they were looking into my account. Stated I would have to call back again XX/XX/XXXX, XXXX XXXX to do another forbearance. 

MOHELA FEDERAL STUDENT AID XX/XX/XXXX : Spoke to someone via phone call but forgot to get name or ID number. I was on the phone an XXXX hour and XXXX minutes - she put me on hold for over an hour and then hung up. 
I should not be nor have I ever enrolled in the standard repayment plan. I submitted my IDR SAVE Application on XX/XX/XXXX. We discussed that my previous payments were $ XXXX not {$1600.00}. States that my account was switched to standard repayment plan due to the XXXX XXXX blocking my SAVE IDR Application. 

MOHELA FEDERAL STUDENT AID XX/XX/XXXX : Requested call back Placed on another forbearance ( forgot to get her name and ID ) We discussed everything above - Should be 0 % interest while they look more into my account. 

MOHELA FEDERAL STUDENT AID XX/XX/XXXX XXXX Man told me he wouldnt help me or place me on an administrative forbearance and that he was transferring me to a supervisor. The line recording said all supervisors were busy and that they would call me back by the end of the next business day. 
MOHELA FEDERAL STUDENT AID XX/XX/XXXX I spoke with Supervisor XXXX XXXX XXXXXXXX. He placed me on multiple holds while he looked into my account. He dug and dug until he finally saw and verified that he saw my SAVE IDR Application was submitted and in review. He reiterated that I should have been on an administrative forbearance with 0 % interest while the government was figuring out what to do with student loan payments due to presidential change from XXXX to XXXX. XXXX XXXXXXXX XXXX XXXXXXXX stated that he placed me on an administrative forbearance with 0 % interest through XX/XX/XXXX and escalated my case to the resolution team. 

MOHELA FEDERAL STUDENT AID XX/XX/XXXX Called - requested call back due to over XXXX hour wait. They called me back and said they would have to transfer me to someone that could help then that said it would be XXXX XXXX hour wait while holding then I got hung up on. 


MOHELA FEDERAL STUDENT AID XX/XX/XXXX Called back again the next day Placed on hold - A foreign woman answered and told me that she couldnt help me and would have to transfer me to a supervisor. 
I was placed on hold again. I then spoke with XXXXXXXX XXXX XXXXXXXX - initially stated that I wasnt on SAVE plan. I requested to speak to a supervisor, and then everything that I stated as above about the SAVE IDR Application was verified again. She even noted that when the loans got transferred over, it didnt acknowledge my SAVE Plan Application and got placed into a standard repayment plan. She stated that she needed to transfer me over to the resolution department. I was transferred to supervisor - Recorded line said they were all busy and would call me back within XXXX business days. 
Total time : XXXX hour XXXX minutes Received call back - Another XXXX minutes I spoke with XXXXXXXX XXXX XXXXXXXX. She initially told me she could not find my SAVE IDR Application history. After multiple phone holds, she verified that my IDR Application was submitted on XX/XX/XXXX and that she was escalated my case to the resolution department again. SAVE / IDR FORM has been under review since XX/XX/XXXX. XXXX said I needed to wait XXXX business days before my account would be updated to an Administrative Forbearance. XXXX also stated that accumulated interest needed to be reviewed and altered by Federal Student Aid as I had been wrongfully accumulating interest. 
Due to multiple phone calls and countless hours without resolution, she told me to call back MOHELA with any issues or questions She told me to tell whoever answered the phone to Send an internal message to XXXX ID XXXX. 

MOHELA FEDERAL STUDENT AID XX/XX/XXXX Supervisor XXXX ID XXXX told me I never submitted an XXXX form. Explained to her that XXXX XXXX and XXXX both said the same thing until they realized I was correct, and it was submitted XX/XX/XXXX. I told her, for the XXXX time, that the Federal Student Aid website says my SAVE / IDR Application is still under review since XX/XX/XXXX. XXXX said my application did not exist and my loans would continue to be in default as there was nothing she could do. I uploaded documents with proof that XXXX and Federal Student Aid received my SAVE IDR Application, and it clearly stated that it was still under review. She was absolutely useless and should not be working as a supervisor. 
Name ID - XXXX XXXX. 

MOHELA EMAIL WEBSITE XX/XX/XXXX This is the email I sent via email on MOHELA Website : I uploaded ALL documents where XXXX and Federal Student Aid verified that they received my IDR Application and that it was under review. The Federal Student Aid website clearly still says its under review. My loans have been incorrectly collecting interest when I should have been under administrative forbearance this entire time. Now I am getting emails saying my payments are past due when they are not. I started emailing XXXX of last year XXXX, and I have been calling since XXXX of last year. This is ridiculous and unacceptable - I expect this to be resolved immediately, and I expect my loan interest to be adjusted appropriately. 

TODAY I reached out to Federal Student Aid XX/XX/XXXX via the Federal Student Aid Information Center ( FSAIC ) email " I was supposed to be on administrative forbearance with 0 % interest, but I have been gaining interest this entire time at the fault of MOHELA. MOHELA is saying I never submitted a IDR Application. I submitted my application on XX/XX/XXXX, and says it has been in review since XX/XX/XXXX on the Federal Student Aid Website. I have received correspondence from Federal Student Aid and XXXX that my application was received and in review. I have been calling and emailing MOHELA speaking with supervisors since summer of XXXX. They have " escalated my case '' multiple times with no resolution. Now they are saying I have past due loans that will be in default. MOHELA is not helping or assisting me in anyway even after having spent countless hours and days missing work in an attempt to fix an issue that was not and is not my fault. ''

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