Consumer complaint received 2024-01-23 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: SC

Complaint narrative:
I XXXX from a XXXX program in XXXX of 2023. My loans were going to resume in XXXX of 2023. I work at a XXXX that qualifies under Public Service Loan Forgiveness ( PSLF ). I submitted paperwork for Income Drive Repayment plan ( IDR ) on XX/XX/2023. They claimed processing takes 5-10 business days. Shortly after, my loans were placed under administrative forbearance. I saw that in XXXX, I had a payment of ~ {$320.00} due, later to find out that was because it was not under the direct loan that is in consideration for IDR. Still, I made the payment, only to find out in early XXXX in the first of my XXXX phone calls to date, that since my account is in forbearance, no payment is due. I clarified the rules of PSLF, IDR, what constitutes, how much it will be, and that it is taking longer than normal. A few weeks went by, and at the end of XXXX I checked to see that my account was delinquent and saying I missed a payment of {$1800.00}. My account was in forbearance and should not have been in a payment period. I again called, and they verified that this was a mistake and that they will further notify that my account is in forbearance. This happened XXXX times in XXXX and as it turns out, phone calls XXXX were employees under training and were placing individual loans into forbearance, not the entire collection of my loans. I was assured that IDR was taking time because they were behind schedule. Additionally, I had signed up for Auto-debit to save interest. In late XXXX, I received notification that on XX/XX/XXXX, an {$1800.00} would be due because I had " missed '' a payment. I went online to suspend my auto-debit so that the money would not be removed. However, on XX/XX/XXXX, my bank notified me that {$1800.00} was removed from my account, while I was on forbearance without IDR completed. I called MOHELA, again, and basically XXXX, a resolutions officer, said it was their mistake, they can not refund the money, only give it back within 30-60 business days. They attempted to swoon me to consolidate loans, but that was not my problem that they could not keep up. So, losing nearly {$2000.00} and an additional {$320.00} that I did not have to pay, I wanted to have call logs released to me, which she stated they could not unless court ordered. My sales force tracking number from the call with XXXX and the complaint she filed on my behalf was XXXX. 

Frustrated, I wanted to move on and get solution fixed. When my IDR was completed, it was higher than expected and it has been XXXX weeks since I have been able to get into contact. Long holds, no call backs, and still, my autodebit is not cancelled, and attached will be photos -- when I click " cancel auto debit '' it says a payment is already processing, which would be XXXX weeks before due date, but when I click " suspend auto debit '' a message appears that " there is no payment due '' making contradictory statements. I called to speak to MOHELA ( XXXX XXXX ) on Friday XX/XX/XXXX and waited on hold for an hour and spoke to a representative. I told them I want a supervisor immediately regarding my payment and issues, and was told they would call me back. I received a call on Monday XX/XX/XXXX by a supervisor, but unfortunately I was in the operating room at work and asked if they could call me today, Tuesday the XXXX or Wednesday. The statement was " No, we can not, you will have to call again as this case will be closed ''. That is the disregard, arrogance, and incompetence this company functions. Meanwhile, I have lost > {$2000.00}, I have not received credit for XXXX possible PSLF payments, and exerted time and energy on something that has been a large stressor. I want to contact the Missouri Attorney General, I want them to take responsibility, I want credit for PSLF payments, and I want someone to answer my questions and take accountability for their horrendous mismanagement, that they already admitted in XXXX. They are flirting with fraudulent business tactics at this point. I can not even remove my bank account without adding a new one for the auto debit payment. Attached will only be some of the correspondence notifications I have received. My IDR is still incorrect. I have called XXXX times today alone, on hold twice, and in the morning a customer service representative transferred me to a sueprvisor where I was placed on hold and told to leave call back number. That was at XXXX eastern time.

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