Consumer complaint received 2025-12-02 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: CA

Complaint narrative:
I am writing with deep concern regarding my MOHELA student loan account. I am an educator living in one of the most expensive states, and despite working full-time, I struggle to meet basic living expenses. The ongoing issues with my account have caused significant stress, anxiety, and sleepless nights, and I am urgently requesting your assistance and review. 

Earlier this year, while I was still enrolled full-time during the spring semester, I proactively contacted MOHELA to begin preparations for repayment. At that time, my account listed a monthly payment of {$230.00}. A representative informed me that this would be my payment post-graduation, that no payments were required while I was still in school, and that I would not be able to make payments until 6 months after graduation. I trusted and relied on this guidance. 

In the following months, I attempted to access my MOHELA account numerous times, but I repeatedly received error messages stating that my account could not be found. When I tried to reset my password, I was advised that no account existed. When I attempted to create a new account, I was told one already existed under my Social Security number. After waiting over six hours on the phone, I finally received assistance and gained access, only to discover my loan balance had increased from {$67000.00} to {$72000.00}. This was extremely concerning and felt misleading given the information I previously received. 

Additionally, there are multiple discrepancies between the information on Studentaid.gov and my MOHELA account, including due dates and loan details. Most concerning, the due dates for repayment have repeatedly changed, from XXXX, then to XXXX, and now showing as XXXX. This inconsistency has made it nearly impossible to plan, budget, or understand my true obligations. 

The monthly payment currently listed, {$870.00}, is not affordable for me. I have repeatedly requested a payment reduction to remain in good standing and avoid delinquency or default. This is in addition to my Public Service Loan Forgiveness ( PSLF ) documents submitted through Studentaid.gov being lost three separate times. I am eager to begin making payments and fulfilling my responsibilities ; however, given my income and cost of living, I can realistically afford no more than {$350.00} per month ( with {$370.00} as my absolute maximum ). Ideally, I would like to return to the {$230.00} per month originally stated in late spring before graduation. 

I also applied for an Income-Driven Repayment ( IDR ) plan, which has now been pending for six weeks. While waiting for a response, I do not understand why my required payment keeps increasing. A Mohela representative informed me, before I submitted the IDR application, that approval would only reduce my payment by approximately {$20.00} per month, which is disheartening and discouraging. Because of this, I am proactively seeking alternative solutions, as I can not afford to spend hours on the phone waiting for answers. 

As an educator, I have the privilege of serving 153 low-income and first-generation high school students in California 's XXXX XXXX XXXX I entered this career because I care deeply about supporting the next generation and contributing to the future of this country. I fully understand that this field is historically underpaid, yet I remain committed to serving my community and staying in the Public Service Loan Forgiveness ( PSLF ) program. However, I need a fair and accurate repayment structure to continue doing so. 

Furthermore, I do not understand why my credit reports continue to send multiple notifications throughout the month about fluctuations in my credit score caused by my student loans. These repeated alerts are causing additional stress and must be addressed immediately. My goal is to meet halfway and establish a sustainable payment plan that keeps me in good standing while paying my dues. 

Given the misinformation, account access issues, unexplained accrued interest, discrepancies in repayment dates and loan information, the pending IDR application, and the credit report issues, I respectfully request the following : 1 ) A review and waiver of the interest that accrued during the period in which I was misinformed and unable to access my account. 

2 ) A reduction of my monthly payments to an amount I can realistically afford ( {$350.00} {$370.00} ), while maintaining PSLF eligibility, ideally {$230.00}, as initially stated in XX/XX/XXXX. 

3 ) A thorough review and correction of the discrepancies between MOHELA and Studentaid.gov, including repayment due dates and loan details.

4 ) Immediate resolution of the excessive credit reporting notifications related to my student loans.

5 ) Clarification and adjustment of my payments while my IDR application is pending, to prevent continued increases that I can not afford. 

I am committed to repaying my student loans and maintaining good standing. Still, I need accurate information and a payment amount that reflects my real circumstances as a public servant in California. I am sincerely requesting your support so that I can continue in education to serve low-income and first-generation students, the future of our country, and remain eligible for PSLF. 

Thank you for your time, understanding, and prompt attention to this matter. I look forward to your response.

Company response to consumer: Untimely response