Consumer complaint received 2024-12-03 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: ME

Complaint narrative:
I completed my XXXX XXXX XXXXn the summer of XXXX when pandemic student loan general forebearance was still in effect. In XXXX of XXXX I received an email from the DOEd that interest on loans would be resuming in XX/XX/XXXX with repayments beginning in XXXX of XXXX. In XX/XX/XXXX I signed up for the XXXX XXXX plan and set up automatic payments. In XXXX of XXXX I received notifications from both MOHELA and the DOEd that my loans would be transitioning to a new platform and that the transition had been successfully completed. In XX/XX/XXXX I received a notification from MOHELA that my loans would be going into a forebearance " while we see if you are eligible for the additional SAVE XXXX benefits that go into effect on XX/XX/XXXX. '' In XXXX of XXXX I received a notification that due to the federal court stay on XX/XX/XXXX the " XXXX has directed MOHELA to put your account into a forebearance. '' Within that same email from XX/XX/XXXX there is a link to more information at studentaid.gov/saveaction. Under the XXXX XXXX XXXX XXXX & A section of that url within the expanded " What does the court 's injuction mean for me? '' block it explicitly states " While in forebearance, you do not have to make monthly payments on your student loans. Interest will not accrue during this forebearance. '' To me that reads as unambiguous - I would not be incurring interest on my loans while the XXXX XXXX plan was assessed by the courts. Now in XXXX of XXXX I received a notification from MOHELA that " During periods of forbearance, interest continues to accrue. '' I feel I've been blatantly misled by the communication from XXXX and MOHELA. 

In addition, when I went to check on my loan balances to understand how much interest had been incurred while in the forced forbearance I was unable to access my account. When attempting to reset username/password I received an error message that my SSN and DOB did not match their records ( I have not made changes to my account since signing up for the XXXX XXXX and neither of those data points would have changed ). I was, however, able to use my username and password on the MOHELA app I have on my phone, however after logging in it provides an error message that the app is no longer supported and links to the new platform established in XXXX of XXXX ( which is saying my login information is inaccurate and I'm unable to reset because according to them my XXXX and XXXX don't match what they have on record ). When I attempt to call MOHELA and it prompts me to key in my SSN to pull up my account information the automated system says it doesn't recognize it. The wait times have ranged from XXXX - XXXX XXXX  and I am also working during working hours so I've been requesting call backs from them but never receiving their follow up call. So not only have I been misled, my data has been somehow compromised, and I am being actively prevented from remedying through MOHELA because they will not adhere to the call back requests offered by their own automated system.

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