Consumer complaint received 2024-10-26 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: MO

Complaint narrative:
I opened a complaint on XX/XX/year> against Mohela, which seemed like it was successfully resolved ( complaint : XXXX ). I was able to make both my XXXX and XXXX without issues under the corrected payment plan I had applied for back on XXXX which at that time was a PAYE plan. I finally got placed onto the SAVE plan after many phone calls and finally after utilizing the CFPB complaint form. The feedback provided seemed reasonable and I thought everything was okay to that point. This must have been a honeymoon phase though.

I am submitting this new complaint as Mohela has once again kicked me off of any IDR and switched my repayment to a Level plan. I have never requested this to happen and this has caused my account to show up as delinquent for 2 months although I have paid my balance in full based on what was listed on my statement under the correct plan. So there are three main problems, 1 ) I have once again been switched from a IDR plan to a plan Ive never applied or selected, 2 ) I am being charged extra than what I was billed and they have switched my account to being deliquent retroactively, and 3 ) that since Ive been kicked off an IDR this may cause issues with my PSLF program which requires you to be on an IDR plan.

This has essentially become a part-time job trying to fit in time to reach out to Mohela to get these things corrected. When I received a delinquency notification via email, I reached out the same day but when I wasnt working at my regular fulltime job. I was told Id have a 45 minute wait time. Then I realized they closed the lines before I could reach a representative. I sent a message via their portal for assistance in identifying why my account was delinquent. They messaged back and responded that I was delinquent and I needed to call. I havent been able to reach out to them yet but it seems I have to clear my schedule to meet their availability. I dont understand why their systems keep changing my account randomly. If this were any other loan process I would have been able to get this all sorted out years ago but why does this process have to be so different? Normally, you select a loan, its terms, and then once approved thats what you pay monthly and I also know my fees when not paid on time. But since being moved to Mohela, Ive had nothing but issues with my servicing and it interferes with so much of my life. Ive been attempting to be diligent with all of the changes surrounding federally held student loans but like I said before, this has felt like managing a part-time job or a coworker who just cant provide the simplest of transparency and work ethic. It is even more frustrating with not being able to get proper answers when I call. Its all about taking down my information and them telling me theyll get back to me and if I havent gotten a response then call back. Theres no certainty or peace of mind. Wheres the accountability on any of the branches involved in the student loan process?

Finally, Why am I receiving emails to pay more on my account that I never received a billing statement for? Why am I in the dark when changes are made to my account? Why are there no notifications received for why these changes are occurring?

This complaint is being sent once again because this seemed like my only recourse for holding a candle to whats going on with my account at Mohela even though I know Im not alone. I will be trying to reach out to Mohela via phone this coming week to get some clarification but I needed another party involved to keep their feet to the fire. Im tired of being lost in this process and my account being treated as just a number lost in a sea of other numbers.

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