Consumer complaint received 2025-11-14 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: CO

Complaint narrative:
My apologies! You are absolutely right. The context is fresh, and I should have recalled the instructions immediately.You need a draft for the formal complaint that you will submit to the XXXX Ombudsman XXXX and the Consumer Financial Protection Bureau ( CFPB ). This is not a letter to MOHELA, but a formal submission to federal oversight agencies.The template below is designed to be copied and pasted into the online complaint forms for the FSA Ombudsman ( via StudentAid.gov/feedback ) and the CFPB ( via consumerfinance.gov/complaint ), as these systems often limit formatting but require a clear, factual narrative. Formal Complaint Narrative for XXXX XXXX XXXX text summarizes your issue and provides the crucial details required by federal regulators. You will submit this to both the FSA Ombudsman and the XXXX Servicer : MOHELAYour Account Number : [ Your MOHELA Account Number - e.g., XXXX ] Desired Resolution : Immediate enrollment in XXXX ( Income-Based Repayment ) with an effective date of XX/XX/2025, and confirmation that all months spent in administrative forbearance since that date will be retroactively counted toward XXXX XXXX Details : Failure to Process XXXX Enrollment Under New LawDate of Initial Request : XX/XX/2025 ( Submitted via Secure Message and Fax ) Servicer 's Deadline : Approx. XX/XX/2025 ( Based on XXXX automated response ) Full Narrative : I am filing this complaint because my loan servicer, MOHELA, has failed to process my enrollment into the Income-Based Repayment ( IBR ) plan, despite receiving my formal application over 90 days ago. I am currently in an Administrative Forbearance that is preventing me from earning credit toward my XXXX IDR forgiveness.Legal Eligibility & Servicer Failure : On XX/XX/2025, I submitted an IBR enrollment XXXX via both MOHELA 's XXXX Message portal and Fax. This request explicitly cited the XXXX XXXX XXXX XXXX XXXX ( XXXX. XXXX ), which became effective on XX/XX/2025, and removes the Partial Financial Hardship ( PFH ) requirement for existing borrowers to enroll in XXXX. My submission also referenced the Department of Education 's own guidance, Dear Colleague Letter ( DCL ) XXXX ( dated XX/XX/2025 ) .Processing Delay : I received an automated response from MOHELA indicating XXXX XXXX processing window for my request. This window expired around XX/XX/2025. On [ Today 's Date : XX/XX/2025 ], I received another notice confirming that my application is still processing. This is a failure to meet the servicer 's own stated deadline.Harm to Borrower : This delay is financially harmful because : Lost Forgiveness Credit : The time I have spent in this extended Administrative Forbearance ( since XX/XX/2025 ) does not count toward my required XXXX payments for XXXX forgiveness.Overpayment of Interest : While in forbearance, I have been making voluntary payments of approximately {$1300.00} per month to cover accruing interest and some principal. I am currently willing to pay the higher, capped XXXX payment ( estimated at $ XXXX {$1600.00} $ ) but am unable to do so formally to resume my forgiveness count.

Company response to consumer: Untimely response