Consumer complaint received 2026-05-28 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: WA

Complaint narrative:
MOHELA STUDENT LOAN SERVICING VIOLATIONS I am updating my existing complaint against MOHELA regarding multiple federal student loan servicing violations. VIOLATION 1 : FAILURE TO PROVIDE REQUIRED ADVANCE NOTICE OF FORBEARANCE END Federal regulations require loan servicers to provide at least 21 days notice before the first payment is due following the end of a forbearance period. MOHELA ended my forbearance and moved my loans into REPAYMENT status without any advance notice. My MOHELA inbox contains no communication about my forbearance ending. The first I learned of this change was receiving a billing statement dated XX/XX/year> with a payment due XX/XX/year> less than 30 days notice and with no prior warning whatsoever. VIOLATION 2 : BILLING DURING ACTIVE IDR APPLICATION REVIEW I submitted an Income-Driven Repayment ( IDR ) plan application on XX/XX/year>, confirmed received by MOHELA on XX/XX/year>. As of the billing statement date of XX/XX/year>, that application remains " In Review '' on XXXX. MOHELA generated a bill and changed my loan status to REPAYMENT while my IDR application was actively pending, without resolving or communicating about that application. This billing is not only procedurally improper it directly contradicts the U.S. Department of Educations own stated policy. According to the Department of Education, after a borrower submits an IDR application, loans are to be placed into a processing forbearance for up to 60 days during which no payments are due. MOHELAs decision to bill me and place my loans in REPAYMENT status while my IDR application remains pending violates this policy. As of late XX/XX/year>, the Department of Educations own data shows approximately XXXX XXXX IDR applications are pending, confirming this is a systemic servicing failure affecting millions of borrowers, not an isolated error. VIOLATION 3 : NON-COMPLIANT BILLING STATEMENT 2 The billing statement provides no explanation of what repayment plan I have been placed on, how the payment amount of {$430.00} was calculated, or why my loan status changed from forbearance to repayment. Borrowers are entitled to know the basis for their billing. VIOLATION 4 : FAILURE TO RESPOND TO COMMUNICATIONS I have sent multiple secure messages through MOHELA 's portal and left multiple phone messages over several weeks. I have received no response to any of these communications. MOHELA 's failure to respond has left me unable to understand or manage my loan status during a critical transition period. CONTRADICTORY INFORMATION FROM FEDERAL SOURCES As of today, StudentAid.gov still shows my account as being in deferment or forbearance with no payment due, while MOHELA 's own billing statement shows my status as REPAYMENT with {$430.00} due XX/XX/year>. I am receiving contradictory information from two official federal sources simultaneously. PSLF IMPACT I am actively pursuing Public Service Loan Forgiveness ( PSLF ) and am employed at XXXX XXXX XXXX XXXX. I have active PSLF forms on file. The mismanagement of my forbearance-to-repayment transition directly affects my ability to accumulate qualifying PSLF payments, which is a significant and lasting harm beyond the immediate billing issue. ACTIONS REQUESTED Confirmation of my current repayment plan and how my payment amount was calculated Written explanation of when and why my forbearance ended Confirmation that my IDR application will be processed and backdated appropriately Confirmation that no negative credit reporting will occur during this disputed period Confirmation that payments made during this transition will be counted toward PSLF I am paying the {$430.00} due XX/XX/year> under protest and solely to protect my credit standing while this complaint is pending. This payment should not be construed as acceptance of the current repayment plan or waiver of any rights. XX/XX/year> 2026

Company response to consumer: Untimely response