Consumer complaint received 2024-02-09 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: PA

Complaint narrative:
My recertification date listed on my studentaid.gov site lists XX/XX/XXXX as my recertification date for my income driven repayment plan. Per the guidelines listed on the studentaid.gov site, the earliest you could be required to recertify is XX/XX/XXXX. If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by XXXX XXXX.. Mohela is insisting that I need to recertify my income now which is outside the Federal guidelines. I have reached out several times to Mohela to no avail. Please assist me with getting my recertification date extended to XXXX  XX/XX/XXXX. 



MOHELA is my servicer and recommended an income recertification date of my plan for XX/XX/XXXX ( so that it was completed by the recertification anniversary date ). My IDR anniversary and income recertification date by the US Dept of Ed and MOHELA was XX/XX/XXXX. This falls before the earliest date of recertification noted by the US Dept of Ed of XX/XX/XXXX and therefore should be extended out to next year XX/XX/XXXX. MOHELA is failing to recognize this and refusing to update the recertification date. 



I have contacted them now XXXX times in the last month and wasted about XXXX hours on the phone with them, causing much aggravation, starting XX/XX/XXXX. On XX/XX/XXXX I talked to XXXX for over XXXX XXXX XXXX XXXX XXXX. On XX/XX/XXXX I talked with a supervisor named XXXX who stated he would be submitted a request to have my date extended out and that it would not be an issue. Unfortunately, that went nowhere. This last week I noticed that I was taken out of the SAVE plan, placed into a standard repayment, and my payment next month is {$2500.00} higher! I contacted them again on XX/XX/XXXX and they tried to tell me my recertification date was in XXXX which was just incorrect. On XXXX I talked with yet another supervisor who said they would be sending me a letter confirming the extension for XXXX XXXX  but I have not received this by mail or by electronic. Today on XXXX I talked with XXXX ( ID # XXXX ) who Said the initial request by XXXX on XX/XX/XXXX was canceled. It was escalated to a higher department pending review. She Still sees me on SAVE plan despite my account when I review it showing me taken off and put on a standard plan. She sees my IDR renewal date being XX/XX/XXXX recommended by MOHELA XX/XX/XXXX and agrees it falls before XXXX and should be extended out by XXXX XXXX. Today she Placed loan into forbearance until XX/XX/XXXX to get this figured out. 

I have been given numerous mixed messages from them, from people who have absolutely no clue what is going on, to people trying to gaslight me and provide misleading information ( telling me my recertification date is in XXXX when it isn't ). It has been escalated to a supervisor now XXXX times. I need assistance in sorting this measure out.

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