Consumer complaint received 2025-01-02 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: OH

Complaint narrative:
XX/XX/XXXX - Medical student loans were successfully consolidated and received by MOHELA for a principal amount of {$310000.00}. 

XX/XX/XXXX - federal judges block portions of SAVE prompting the Department of Education to put SAVE borrowers and those who applied on an indefinite forbearance XX/XX/XXXX - MOHELA sends me a XXXX  stating a payment for {$1900.00} is due on XX/XX/XXXX. I call them to be put on forbearance and delay payments while waiting to be put on the SAVE plan. 

XX/XX/XXXX - I call MOHELA again, twice, to be put on the forbearance as I have not seen anything in my account change XX/XX/XXXX - I call MOHELA again to try to be placed on forbearance XX/XX/XXXX - MOHELA sends me XXXX  reminding me of payments due soon for {$1900.00} on XX/XX/XXXX XX/XX/XXXX - call MOHELA again to be put on SAVE processing forbearance XX/XX/XXXX - MOHELA sends me a XXXX  reminding me of payment due on XX/XX/XXXX XX/XX/XXXX - No communication this day, but it has been 60 business days after XX/XX/XXXX meaning I should be placed on 0 % interest forbearance for SAVE appliers from this date onward ( reference for the 0 % interest forbearance : https : //studentaid.gov/XXXX  ) XX/XX/XXXX - I MOHELA call to extend forbearance ( was scheduled for repayment on XX/XX/XXXX ). Subsequently placed on a forbearance still building interest. 

XX/XX/XXXX - MOHELA sends me XXXX  reminding me {$1900.00} payment is due on XX/XX/XXXX. Interest is still accruing. 

XX/XX/XXXX - MOHELA sends me XXXX reminding me {$1900.00} payment is due on XX/XX/XXXX. Interest is still accruing. 

XX/XX/XXXX - MOHELA sends me XXXX  reminding me {$1900.00} payment is due on XX/XX/XXXX. Interest is still accruing. 

XX/XX/XXXX - MOHELA sends me XXXX reminding me {$1900.00} payment is due on XX/XX/XXXX. Interest is still accruing. 

XX/XX/XXXX - MOHELA sends me XXXX  stating XXXX has directed MOHELA to put my account into the 0 % interest forbearance ( reminder : this should have been done by MOHELA on XX/XX/XXXX ). Even though I receive this message, interest continues to build on my loan daily through MOHELA and my loan summary through the MOHELA portal does not change to indicate I am in any form on 0 % interest forbearance. 

XX/XX/XXXX - MOHELA sends me XXXX  reminding me {$1900.00} payment is due on XX/XX/XXXX. Interest is still accruing. 

XX/XX/XXXX - I call MOHELA to attempt to clarify why I received a message stating I would be in the properly triggered 0 % interest forbearance ( albeit 2 months late ) and then subsequently I receive a message stating my payment is still due on XX/XX/XXXX and interest is still accruing on my loans. No clarification is given and I am ultimately told to wait until it gets sorted out behind-the-scenes. I request a forbearance extension again which is given ( but not the 0 % interest forbearance ) XX/XX/XXXX - I receive a XXXX  from MOHELA titled " Loan Update '' reminding me interest is building on my loan while in forbearance noting accrued interest to date is {$9500.00}. Note : if I was correctly placed on the 0 % interest forbearance on XX/XX/XXXX my total interest should only be {$4700.00}. Calculation below for reference. 

XX/XX/XXXX - XX/XX/XXXX is 90 days. 6.125 % interest annually on a principal of {$310000.00} is roughly {$53.00} a day. {$53.00} x 90 = {$4700.00}. 

XX/XX/XXXX - I call MOHELA trying to sort out my situation again reminding them I should be in 0 % interest forbearance. I try to figure out again why I was supposedly told Federal Student Aid ( albeit 2 months late ) directed MOHELA to place me on the 0 % interest forbearance back in XXXX, but it never truly happened on MOHELA 's end. Ultimately, I am told to wait and there is nothing they can do. 

XX/XX/XXXX - MOHELA sends me XXXX stating Federal Student Aid has directed MOHELA to put my account into the 0 % interest forbearance ( reminder : this should have occurred on XX/XX/XXXX and is now the 2nd time I have received this notification ). Even though I receive this message, interest continues to build on my loan daily through MOHELA and my loan summary through the MOHELA portal does not change to indicate I am in any form on 0 % interest forbearance. 

XX/XX/XXXX - I call again to try to clarify why I was told ( for the 2nd time now ) my account was directed to be placed on 0 % interest by the Department of Education to MOHELA, but interest continues to build. Wait 3 hours, put my number down and get called back later. In-between the call-back I receive a XXXX  from MOHELA stating a payment of {$1900.00} is due on XX/XX/XXXX. 
I receive my call-back and ask why for the 2nd time now I have been told I will be placed on 0 % interest forbearance that was directed by the Department of Education to MOHELA with no action on MOHELA 's end. I attempt to ask clarifying questions on why this is happening, what I should do differently, and how to resolve this with MOHELA. Ultimately, I am told to wait and there is nothing they can do. 

XX/XX/XXXX - I receive a XXXX  from MOHELA stating {$1900.00} is due on XX/XX/XXXX, with no indication I am on a 0 % interest forbearance. This document incorrectly states I now have {$9700.00} in interest accrued when it should be {$4700.00} as noted above. 

XX/XX/XXXX - I submit a complaint through CFPB to try to finally get this all sorted out as I am tired of my loan being thoroughly mishandled.

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