Consumer complaint received 2024-02-03 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: CA

Complaint narrative:
Prior to my loans being transferred to MOHELA I was on the revised PAYE plan as I'm working toward PSLF. When my loans were transferred to MOHELA I was put onto the Level plan, which is not IDR. I submitted my SAVE application in XXXX to get onto a qualifying IDR plan. However, my SAVE application has been " processing '' since XXXX with absolutely no updates. I've had to call monthly to try and get an update on my SAVE application and have the forbearance on my account extended. Every time I ' e called they say they're " escalating '' my application and it will be processed in 5-7 business days, but it still hasn't happened. I called on XX/XX/XXXX because my forbearance period was going to end XX/XX/XXXX. I spoke with XXXX who told me my SAVE application was pending and the forbearance would be extended. I called again on XX/XX/XXXX because my account was still showing forbearance ending in XXXX. I spoke with XXXX who transferred me to XXXX. I was told again my application was pending and that there had been some error and my account should be in forbearance. I was told they would fix the mistake and put my account into forbearance through XXXX. On XX/XX/XXXX the forbearance was still it showing up and my account said a payment for over {$2500.00} was due on XXXX. My account still said I was on the Level plan. When I called that day I was told by XXXX my SAVE application was still pending but there hadn't been a request for forbearance submitted but she would submit one. Today, XXXX, my SAVE application still had not been processed and my account is still showing me on the XXXX plan with a payment of over {$2500.00} due on XX/XX/XXXX. I called today to try and find out what was going on with my account and to try and make sure that my account was not going to become delinquent. When I called I spoke with XXXX who told me that my SAVE application was still pending, and that there had been a note in their records that I could have forbearance through XX/XX/XXXX, but a forbearance request still had not been submitted. When I expressed concern that I had a payment due on XX/XX/XXXX for a plan that I had not agreed to, and that would not count for public service loan forgiveness, I was told that it was OK to not pay that amount even though my account would become delinquent. She said it wasn't a problem because MOHELA is not reporting past due payments to the credit bureau right now. Whether there would be late fees was unclear. When I asked why, my account had not been placed into forbearance I was not given a reason, and was told that I needed to speak with a supervisor. When I asked to speak with a supervisor I was informed that there was not a supervisor available today, all day, and that the soonest they could get me in touch with a supervisor was Monday. When I asked why there were no supervisors available, I was not given an answer. I called back again and spoke with XXXX, I asked her why I was unable to speak to a supervisor but she also did not have an answer. She said my call was being transferred to the " advanced department. '' I was transferred and spoke with XXXX who gave me essentially the same information : my SAVE application was pending, there still had not been a request to put my account into forbearance, and it had been escalated so the application would be processed in 5-7 business days. I am very concerned that my account is going to be showing as delinquent as I no longer have any faith that MOHELA will process this properly and I'm worried this will be reported to the credit bureau. Additionally I have been told multiple times that my application would be processed in 5 to 7 business days but despite it having been submitted in XXXX it still has not been processed. Finally, I am also very concerned that my account has not been put into a forbearance which means that the month of XXXX will likely not count toward my public service loan forgiveness because MOHELA has not put my account into forbearance.

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