Consumer complaint received 2025-01-18 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: MI

Complaint narrative:
Today XX/XX/XXXX17th I called Mohela regarding my previous complaint XXXX and to reattempt to be placed either on a processing forbearance or preferentially, on an income based repayment program. Initially, this morning I was on hold 30 minutes in which I had the option to opt for a callback. I did indeed receive a call back however when I informed them of the reason for my call ( desire to be placed in either a processing forbearance or to be placed in an income driven repayment program ) they stated that I would have to speak with someone else and that they would be happy to transfer me. That estimated wait time was 4.5 hours - I did attempt to wait this time but I could not.

Later in the afternoon I did have time to be on hold so I opted to do so. After 2 hours I did reach an agent who seemingly initially attempted to be helpful. They stated they would try and get me on a processing forbearance and that processing times for income based application processing was at least 90 days from the date of receipt but that they had received it. I noted that my account has a due date of XX/XX/year>2025 in the amount of XXXX. I noted that that payment would not count toward PSLF and that I also would struggle to afford such a high payment referring them back to my income driven application ( s ). She said that she might be able to make a request but that because I'm already on forbearance that I would possibly have to wait until that forbearance were up to request a new one. I noted to the agent that this would be on a Saturday when it ends, that is, saturday XX/XX/XXXX and that the call center for such a request would be closed. She said in this circumstance she advises not to make the payment and after the payment due date to request forbearance. I find this very uncomfortable and unsettling. She said she would make a request. 

I also noted that the payment amount due on the phone line states that I have an amount due of XXXX for which the agent did not comment on for the conversation. 

The agent noted that income driven repayment programs have been on hold until XXXX. I noted that they are not now however and I do expect what was sent to me to be honored. 

I noted that I was absolutely not comfortable missing the due date with the intent of requesting forbearance.This advice actually does indeed make me quite uncomfortable. 

I am literally in between the decision of simply missing a due date on a loan payment at their advice or hoping that they honor this request. A request that they have noted should be honored since I submitted my most recent income driven application. I am also quite confused of what amount is/could/would be due if I were to choose not to take that advice if they are unable to honor my request of being placed on processing forbearance without a willingness to simply not pay on the due date. 

I am entirely and utterly unable to financially plan. I have a relatively large account and I believe the XXXX on the phone line is an attempt to gain more money. I also have had the advice not to pay on my loan on the due date or by the due date on two separate occasions now. I do not feel at all comfortable with even receiving this advice even if well intended. It brings me even closer to default which I am already at a significant risk for in light of the large balance and interest rate which has been accruing more interest as per my previous complaint. I also believe that the due date manipulation with a weekend timing with forbearance having to end prior to the next processing forbearance is a manipulation for financial gain. 

Please see attachments in detail for further details.

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