Consumer complaint received 2024-12-16 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: MOHELA
State: FL

Complaint narrative:
I received an email on XX/XX/XXXX from Mohela, a servicer for Federal Student Aid stating I have a payment due on XX/XX/XXXX. I do not disagree with the payment scheduled but I would like to log onto the website, check to make sure my bank account is updated, see my loans, and ask about any deferment I may be eligible for due to being in school next semester. I attempted to login to Mohela with prior login info at XXXX : XXXX but the login id & password didnt work and if I keep trying I will get locked out. I attempted to reset the password but it says We're sorry our records don't match the information you provided. Please try again. So then I called Mohela at the # displayed on the email XXXX for two days in a row but the messages keep kicking me back to the original menu and no matter what option I press I can not get through to anyone. I am willing to hold the line but I am unable to get on hold to speak to an agent it keeps repeating the same message. I then tried to send a secure message on the site at https : //mohela.studentaid.gov/DL/common/contactUs.aspx but, this requires a login to the site which I am not able to to. On XX/XX/XXXX I called FAFSA at XXXX as a final attempt to get through to Mohela. I spoke to a rep for FAFSA and was directed to submit a complaint request on FAFSA website Your case has been submitted! 
XXXX XXXX : XXXX What's Next? 
Thank you for submitting your feedback. It XXXX take up to 15 days for someone to contact you. 

As of today XX/XX/XXXX have not heard back from XXXX regarding the complaint. I attempted another call to MOHELA today and was told the hold time would be XXXX minutes but did not let me wait on hold just kept on repeating the same messages. I then called back XXXX, spoke to XXXX today regarding my case # from XX/XX/XXXX and asked about MOHELA and was told a supervisor would assist. I waited on hold for XXXX minutes then the rep said the situation would be escalated and waiting on additional information and then I would get an email regarding the case ( no time frame but said it shouldnt take longer than XXXX week ). After already being given a time frame of 15 days and XXXX not following up I dont believe I will be contacted within a week. While we were on the phone XXXX said she sent me a reset/forgot password request link from XXXX, XXXX I reminded her my issue is not with XXXX its XXXX Mohela. I know my login info for XXXX already. 

I can not log into the website nor can I reach a rep on the phone, how am I to manage my student loans or know if they have the correct payment info come XXXX? The only other method I have is sending them a letter in the mail to them at this address and waiting a supposed week for XXXX to contact me back regarding the escalation of my case. 

Request for Assistance MOHELA XXXX XXXX XXXX XXXX, MO XXXX

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