Consumer complaint received 2025-04-21 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: NJ

Complaint narrative:
On XX/XX/XXXX, MOHELA sent me a letter confirming that I was still on my XXXX plan ( XXXX ), and that no action was needed until after XX/XX/XXXX. Relying on that official communication, I took no action, as instructed. 

Then, only 12 days later, on XX/XX/XXXX, I received XXXX conflicting letters from MOHELA : -One stating I had been placed on the Standard Repayment Plan, which I never requested or agreed to. 
-Another stating I was on an IDR plan with an unaffordable payment of {$970.00} per month. 

I was never notified of any issue, never told I had been removed from XXXX, and was never given a chance to recertify before this change. I did not miss a deadline, nor did I opt out of XXXX. I followed all instructions exactly as written. 

As a result of this unexplained plan change, I began receiving confusing bills, which ultimately caused me to consolidate my loans in late XX/XX/XXXX in an attempt to fix the situation and regain access to SAVE, as their website instructed me to do. 

On XX/XX/XXXX, I contacted MOHELA to dispute this servicing error. I was on hold for over XXXX hours and XXXX minutes before finally reaching a representative from the Resolutions Team. I then spent an additional XXXX hour and XXXX minutes on the phone with that representative, who repeatedly placed me on hold while " checking with supervisors. '' I was first told I was removed because I consolidated my loansbut I didnt consolidate until late XX/XX/XXXX, XXXX months after the plan change. Then I was told I was removed due to forbearance. However, all borrowers on the XXXX plan were placed into forbearance at that time due to a federal injunction, and most were not removed. No consistent or fair explanation has ever been provided. 

In total, the call lasted approximately XXXX hours and XXXX minutes -- and still did not resolve the issue. After nearly XXXX hours on the phone, MOHELA 's only action was to place me in administrative forbearance until XX/XX/XXXX, a temporary delay that merely postpones my problem instead of fixing it. 

I was told I would receive a call back from a higher-level representative to continue the dispute. As of today, XX/XX/XXXX at XXXX XXXX I have received no such call. 

It is simply unreasonable and inaccessible to expect borrowers to stay on the phone for an entire workday, only to be given a partial non-resolution and then told to wait for a callback that never comes. This process has become a barrier to resolving the very issue MOHELA caused. 

This complaint is submitted in good faith, after attempting to resolve the issue directly with MOHELA. The burden of this experience -- including nearly XXXX hours on the phone without resolution -- has been excessive, harmful, and unnecessary. I am requesting urgent intervention and formal correction of my repayment plan status.

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