Consumer complaint received 2024-01-26 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: TX

Complaint narrative:
I have been in contact with MOHELA for months. Multiple calls every single month, as they continually moved my loans from repayment status to in-school deferment. I am in school, but submitted a request to have them ignore updates from my school, specifically because MOHELA told me they will move my loans from repayment to deferment every single time they receive any correspondence from my school. It took around XXXX months for the form to be processed, and just within the last few days, it shows as completed in my account. So, I no longer expect to see any changes to my repayment status without my approval. 

So, now, there had to be another issue because otherwise it wouldn't be MOHELA. On XX/XX/2024, I received yet another correspondence letter from MOHELA stating that there were changes in my repayment terms. I immediately checked my loans and XXXX of them had been converted to a different payment plan. I never requested this, and I have never dealt with anything like this when my loans were XXXX XXXX XXXX. I immediately called MOHELA and asked that the loan be placed back on the SAVE plan, like all my other loans were. The request was supposedly submitted by the agent who took my call. I check my account every day since then ( roughly XXXX weeks ago ), and there has been no change. 

So, I called today, and the person who took my call said that the loan was placed on. different repayment plan because XXXX XXXX XXXX loans are not eligible for the SAVE plan. I knew this was inaccurate, as I read up on the new SAVE plan at length during the entire time it was being introduced. XXXX XXXX XXXX are not eligible for the SAVE plane, but my XXXX loan is a XXXX XXXX loan, and 100 % eligible for the SAVE plan. She admitted I was correct, then placed me on hold several times for about XXXX minutes while she tried to check in with a supervisor about what they could do. The call dropped, and I never received a call back. I immediately called back and have currently been on a call with another agent about the same issue. She is currently running the consistent cycle of putting me on hold for XXXX minutes and coming back to ask if I can continue to hold. They do not know what they are doing and I can not believe that this company has been given the reigns to control the finances for so many student loan borrowers.

My loans have a payment date of the XXXX of each month. With the SAVE plan, any amount not covered by my payment is covered by an interest subsidy. This means that I accrue no interest whole on this plan. The loan place on the other plan ( the " XXXX '' plan ) now has a payment of {$50.00}, due on the XXXX of each month. So if this issue doesn't get solved, I end up being forced to pay {$50.00} or risk my credit score being damaged by something that is not my fault. If I do get the matter fixed, I will still have accrued interest that did not get covered by this month 's subsidy since it is highly unlikely that they will switch the loan back to the SAVE plan before the XXXX ( in XXXX days ). I simply can not keep up with the consistent issues this company has and passes on to its customers, especially while being a husband, father of XXXX, and a XXXX XXXX. Even the time it's taking me to write this complaint is extremely difficult, as I am studying XXXX hours per day in XXXX XXXX. The time being spent dealing with my student loans is wrecking my peace of mind, my financial stability, and taking away from my ability to do things I need to do ( school, family, exercise, rest ). I am confident that you have received quite a few these complaints about MOHELA. Please, help me! Help us!

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