Consumer complaint received 2024-03-27 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: DE

Complaint narrative:
On XX/XX/2024 I contacted Moehla  and spoke to XXXX and I asked for the forbearance status to be removed from my account and to be place back on repayment. Which the whole reason it was put on Forbearance was to give me time to find another lender to refinance the loan under my daughter 's name. I was told that once I found another lender to call back and they would removed the status of Forbearance for other new lender to pay off the amount with Moehla and then my daughter to resume payment on her private loan through XXXX. During this call I was told by XXXX that the request was submitted and it would take 2-3 business days for the forbearance status to change to repayment status. 

On XX/XX/2024 I called Moehla and spoke to XXXX. I explained that I was following up on the request I made on XX/XX/2024 to have my account to be put back on repayment. XXXX advised me during this call that the status is still saying Forbearance and that I had to be transfer to another the Advanced Line for the request to be expedited, I was connected with XXXX, again had to explained everything to her and was told that it will take 87  days to have my loan to return to repayment status. I asked the reason it would be that long when original I was told XXXX days. XXXX told me that due to the high volume of request it will be that way. I asked to speak to a Supervisor and was told that there were no supervisor available and that they would have to call me back within XXXX hours. I hung up the call and called back using the Spanish line-- was connected to Rep : XXXX, explained everything to her and after almost XXXX minutes she was able to speak to a Supervisor whom advised XXXX that they will expedite my request and that the Forbearance will be change to repayment status within XXXX business days, since I have been given such erroneous information I asked XXXX to please tell me the exact date that the loan will be put back on repayment since there is a pending Refinance application with XXXX and they need this to happen in order to process that application for my daughter. XXXX told me that by XX/XX/2024 the loan will show as being on repayment status. XXXX also advised me that since I consolidated the loans they are no longer consider Parent Plus loan which I was never told of this change. 

On XX/XX/2024, something told me to call Moehla for a status on my request and I was connected with XXXX, explained the whole story all over again and was told by XXXX that he had to transfer me to the Advanced Line so I can a status on my requests. I was transfer and connected with XXXX who advised me after XXXX minutes of being on hold that my request for the Forbearance to be change to repayment has not even been process. I asked why not since I was told on XX/XX/2024 when I called that it would be expedited. XXXX gave me the same excuse that due to the high volume of request. I asked to speak to a Supervisor and after XXXX minutes of waiting I was transfer not to a Supervisor but to a recorded line for me to leave my number and that a Supervisor will call me back within 24-48 hours. I told XXXX so meanwhile the interest will continue to accrued on this loan causing my principal amount to keep getting higher, how is this fair for me the consumer and the excuse of the high volume is not ethical when people 's livelihood is being affected by unethical practices and high monthly payments. XXXX repeated that it was the high volume and transfer me to the supervisor line. 

I need help... this is too much money and Moehla is making things worse.. even XXXX Rep helping use with the application noted that they have never heard of a lender giving the customer such a hard time to have the loan change to repayment. 

please Help me solve this.. I dont know where else to go for help...

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