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: TX

Complaint narrative:
In XX/XX/XXXX I received confirmation that all my loans in my direct consolidation were discharged successfully through XXXX after over XXXX payments ( only XXXX required ). My last payment made was XX/XX/XXXX. My loans disappeared from Mohela ( to the point I no longer had an account ) and my loans were zeroed out on Studentaid.gov. Then on XX/XX/XXXX I received an email from Mohela that my loans were due as of XX/XX/XXXX ( a date that had already passed ). I logged in and called Mohela on XX/XX/XXXX to inquire about why {$100000.00} had reappeared as not forgiven saying I owed. I was told this was in error and that since the new website came online after 3 months offline and upgrade, this happened quite a lot and they put in a request for my account to be fixed. I received email from Mohela on XX/XX/XXXX that my payment was now due on XX/XX/XXXX. I spoke to Mohela supervisor on XX/XX/XXXX at XXXX who indicated they sent an email to expedite the process and was given a case number and to call in 10 days if not taken care of. Called XX/XX/XXXX at XXXX and told account rebuild was not in process so they emailed again to expedite and rebuild the account. Spoke to Mohela supervisor XX/XX/XXXX said they needed XXXX more days to correct account. Spoke to Mohela rep XX/XX/XXXX at XXXX who said that the rebuild was complete and they escalated the discharge to call in 10 days and asked if i wanted to be in forbearance since my account was now XXXX mo delinquent put me on XXXX mo admin forbearance. Called Mohela XX/XX/XXXX and no one called back. Spoke to Mohela rep XX/XX/XXXX at XXXX who said the rebuild and discharge was one case not two separate tings and it was being worked on and someone was assigned to my case now to rebuild and discharge it, to call back in 5-7 days. Called XX/XX/XXXX XXXX times at XXXX was told by first rep they cant help I needed to talk to advanced rep, hours later advanced rep said they cant help and I must talk to supervisor, transferred me to automated message that I must press XXXX for call back within 2 days or hang up, pressed XXXX, no call back. Called today XX/XX/XXXX and spoke to level XXXX rep after XXXX hours on hold who transferred me to level XXXX rep who I spoke to after another XXXX hours on hold who then said they cant help or provide an update and could only transfer me to supervisor line, again an automated line to have a supervisor call back within 2 days. Both reps confirmed that the calling process is changes since XXXX where they can not provide the level of support needed and can no longer talk to a supervisor on my behalf and relay the information back and can not directly transfer me to supervisors anymore that you MUST go through the first and second layer of support to be sent to the supervisor automated line. My direct consolidated previously forgiven loan on Mohela site shows I have been accumulating over {$6000.00} in interest since XXXX ( which would have been impossible to even make any payment on since Mohela showed the loan forgiven, thus not able to make a payment on a loan that does not exist ) and now is making it impossible to actually speak to a representative who can provide any update as to the status of the account and when I can expect the discharge to take place ( again ).

Company response to consumer: Closed with explanation