Consumer complaint received 2025-12-04 00:00:00
Product: Debt collection — Federal student loan debt
Issue: Electronic communications — Contacted before 8am or after 9pm
Company: MOHELA
State: VA

Complaint narrative:
This complaint concerns two primary matters : 1. that Mohela is functionally impossible to contact, and that 2. they seem to have possibly lost a bunch of my payments on one of my loans or at least are calculating my PSLF qualifying payments incorrectly. 

First : I have been trying to speak to a human being at Mohela for several months regarding my debt. Specifically, I have been trying to apply for income driven repayment, and been rejected over and over because I guess IDR is ending. It was never very clear what was happening behind the scenes hence why I was reaching out. It is impossible to reach a person through their main phone tree, no matter when I call. Once I made it to the stage where I was given a specified wait time, but then was immediately redirected back to the main menu. Fed up, I requested for Mohela to call me via an electronic message on their site. They did call me one single time and leave a voicemail on XX/XX/XXXX, but I was not able to pick up. I have since requested for them to call me again and have not yet received a call. I have also attempted to email them and the XXXX  several times looking for answers, but I receive vague, unhelpful form letters in response to my case specific questions. This ordeal is so long and has so many outreach attempts that I have not documented clearly yet, but I will do so going forward. 

I am requesting a direct line to talk to someone at Mohela. I would like to speak to someone about the following matters : 1. What is my current repayment status, and what plan is best for me to move to now that IDR is gone? I am set to exit forbearance on XX/XX/XXXX. 2. I made a bunch of optional payments during the involuntary forbearance period due to the federal IDR lawsuit that did not count towards my 120 PSLF payments because of the forbearance. Is it possible to make these retroactively count towards PSLF since I did not cause or consent to the forbearance? 3. Have my loans been accruing interest while in forbearance or not? 

Second : when I called the XXXX XXXX XXXX this summer, they told me that one of my loans has fewer qualifying PSLF payments than the others. This makes no sense as I have paid them all off in full on time almost every month ( but even if payments were missed, all the loans should have the same number of qualifying payments because I always pay them all on the same day ). XXXX  was not able to tell me more about this since Mohela is the payment administrator for PSLF. I am requesting detailed documentation of every single one of my payments and the status of my individual loans in relation to PSLF in order to determine why one of those loans has fewer qualifying payments. 

Overall, I believe that Mohela is engaging in a way that is unfair and deceptive. At minimum they are failing to uphold basic communication requirements needed for us to conduct business as part of our debt repayment agreement. In addition, I have a slight concern that they have been stealing or losing some of my payments as well, but I don't have enough information to know for sure right now. Please help me.

Company response to consumer: Untimely response