Consumer complaint received 2026-01-28 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: HI

Complaint narrative:
My loan servicer, Mohela, has switched my repayment plan and deferment status without my consent, approval, or application. Initially I was on XXXX XXXX, however, due to the recent court decision regarding XXXX, I decided to change from XXXX to XXXX. I applied to XXXX on XX/XX/XXXX through studentaid.gov. I received a notification that my application has sent to Mohela. 
- On XX/XX/XXXX, I received a letter from Mohela ( dated XX/XX/XXXX ) that they have received my XXXX request change and will process it soon. 
- On XX/XX/XXXX, I received letters from Mohela stated my account status and repayment have changed, out of Forbearance and will start paying {$91.00} on XXXX. 
- From XXXX XXXX, I have been getting monthly statement and I was paying on time for {$91.00} under the impression that this is XXXX counting toward XXXX. 
- XXXX XXXX of the letter stated that I will be making XXXX payments of {$91.00} and then XXXX payments of almost {$5000.00}. This does not make sense. I sent an email to get clarification, which I never receive a response. 
- On XX/XX/XXXX, I received a letter from Mohela stated that my interest still accrues during forbearance, which confuses me as I did not apply for forbearance. When I checked my Mohela account, it shows that I am back to XXXX  plan on forbearance, which I did not apply or consent/approve for. 
- On XX/XX/XXXX, I called Mohela and the representative on the phone stated that she can see that I was on XXXX and got switch to XXXX  on Forbearance suddenly and not sure why. She then told me that she is sending the email internally to fix this issue by switch me back to XXXX, recalculate the interest, and will gain the XXXX count back during those lost months. 
- On XX/XX/XXXX, I called Mohela again as I did not see any changes on my account. The representative on the phone was rude and not helpful. She only said this case is already opened and is being work on, dont know when will it be done. Refuse to follow-up for me. 
- On XX/XX/XXXX, I called Mohela again for the XXXX time as I still dont see any changes on my account. The representative on the phone stated that Mohela never change my repayment plan despite that the Mohela has approved the XXXX request since XX/XX/XXXX and the actual payment per month is {$490.00}. I then stated that that is not true as I received a letter that my account was changed, out of forbearance status, and the repayment was restarted. She stated that it was resume for XXXX therefore my payment did not count toward XXXX for XXXX months. The account status reverted back to Forbearance, unclear why. I never consent or approval for this action. This does not make sense. 
- I then asked the representative to change my repayment plan now to XXXX as they have approved this request since XX/XX/XXXX, XXXX months ago. She stated that they cant do that as theres a request to recalculate and reprocess my plan in XX/XX/XXXX. This is NOT what I was told when I was talking to the first agent. She can not tell me how long this new process is going to take. I was not ok with this answer as XXXX months have been wasted not making XXXX payment, more interest has accrued, and lost payments that count toward XXXX. She then escalates the case that to be processed within XXXX business days. However, the fastest that they will be able to switch my plan to XXXX and start payment is in XXXX ( per representative ). 

In XXXX, Mohela has been switching my repayment plan and forbearance status without my application, consent/approval. There was a documentation stated that my repayment have changed per my application in XXXX and the first agent agreed with this. Mohela then switch my plan back to XXXX  with forbearance and that causes my interest to accrue more and no payment was made toward XXXX. IF what the third representative said was true, that Mohela never change my repayment plan from XXXX to XXXX, this is very unacceptable as they have approved my application since XX/XX/XXXX. They just let my approved application sit there, did not change my repayment plan or account status, no XXXX payment was made and count toward XXXX, and my interest rate accrue even higher for XXXX XXXX. They just switched to XXXX and let me make payments that are not counting toward XXXX, and suddenly switch back to forbearance without my consent or request. This is UNACCEPTABLE.

Company response to consumer: Untimely response