Consumer complaint received 2025-10-31 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: MOHELA
State: FL

Complaint narrative:
I'm having difficulty with getting Mohela to correct my monthly payment amount. 

I have roughly {$380000.00} total student loans between Mohela and XXXX. I submitted an IDR application on XX/XX/year>. 

Since I have two loan servicers, according to XXXX, " each servicer will first determine your IDR plan payment amount and then adjust that amount by multiplying it by the percentage of your total outstanding eligible loan debt that is serviced by that servicer. 

Example : Sixty percent ( 60 % ) of your total outstanding eligible loan debt is with Servicer A and 40 % is with Servicer B.

Your calculated monthly payment amount under the IDR plan youve requested is {$140.00}.

You would be required to pay {$84.00} per month ( 60 % of {$140.00} ) to Servicer A and {$56.00} ( 40 % of {$140.00} ) to Servicer B. '' Currently, my loans are as follows : {$200000.00}, or 54.12 % total debt with XXXX. 
{$170000.00}, or 45.88 % total debt with Mohela. 
My IDR application yields {$350.00} as my monthly payment. 

It should be charged roughly as ; {$350.00} x 54.12 % = {$190.00} XXXX. 
{$350.00} x 45.88 % = {$160.00} Mohela. 

XXXX has reflected this correctly. However, Mohela incorrectly has my monthly payment set as {$350.00}. I've called them four times, all on XX/XX/year>. 
( XXXX ) The first time, they dismissed me and said this rule only applied to married individuals. I called XXXX and XXXX denied such rule. 
( XXXX ) The second time, Mohela said I had to have submitted two applications, one per servicer. I contacted XXXX and confirmed my original application was indeed sent to both servicers. This is done my checking " Yes '' on box 3 on the IDR application. They further explained that the issue is strictly with Mohela and should be corrected on Mohelas end. I submitted a new IDR application regardless to cover my basis. 
( XXXX ) The third time, the Mohela representative agreed to transfer my issue to a supervisor, then my line disconnected. 
( XXXX ) The fourth time, the Mohela representative agreed my account reflects the incorrect amount, and submitted an application to correct the payment. The representative asked me a series of questions including marital status, dependents, annual income, if I have other federal student loans, etc, and the monthly amount she quoted me was roughly {$150.00} - correct with my calculations above. 

Today ( XX/XX/year> ), I received a letter from Mohela that my payment has been updated, but it has not. The letter and the Mohela portal still shows my monthly due as {$350.00}. 

I'm still having difficulty when I call Mohela, to get anyone to correct my monthly payment amount. I'm attaching below my original application ; note question 3 where it indicated the application will be submitted to both loan servicers. I'm also attaching a screenshot from the XXXX that the application was successfully sent to both servicer, a letter from XXXX that correctly charges my monthly due, and a letter from Mohela that incorrectly charges my monthly due. Please assist, thank you! 

Source XXXX XXXX XXXX XXXX XXXX XXXX See under : I have loans with different servicers, and I qualify for an IDR plan. How do servicers determine my monthly payment amount?

Company response to consumer: Untimely response