Consumer complaint received 2024-02-03 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: MD

Complaint narrative:
This is the second complaint I have had to file, so it's still based on my first complaint. Though MOHELA responded to the first complaint filed with CFPB, that is they approved my new SAVE plan for XXXX per month ( see first compliant ), they never sent me any statements that the payment was due, but instead sent me a bill for over {XXXX}. As I noted prior, in the prior complaint, I don't owe that money because I applied for the SAVE plan because I could not afford the XXXX}. 

After the first complain was filed, MOHELA never adjusted my payment to XXXX} per month, which was supposed to start in XX/XX/XXXX. I made several attempts to contact MOHELA, but there is no way through their system. We can only call ( no chats, no messages ) and there is a labyrinth of confusing menus which seemed designed to prevent people from calling. I waited but could not get through. I then faxed a letter to MOHELA on XX/XX/XXXX ( see attached letter 1 ). MOHELA did respond via snail mail with a letter dated XX/XX/XXXX. In that letter ( also attached letter 2 ), they admitted that they made a mistake and that the over {$1800.00} should have been taken off my account. I should only owe the {XXXX} per month. They asked me to wait " three to four business days '' for a change. That was XX/XX/XXXX. 

It is XX/XX/XXXX. They have not fixed my payment. I have been making {$1.00} payments even though they do not send me bills for that amount. They keep mailing me that I am in default, that I am 72+ days behind. I tried to contact them but can not. Then on XX/XX/XXXX, I get a call in the morning from a MOHELA representative. I think her name was XXXX. She called me to say I am over 72 days late on my payment. I explained to her the situation. She looked up my account and said she found the letter, the faxed one, I just sent you. She apologized and said she would need to get her supervisor to fix the situation. After waiting for over 20 minutes and put on hold four or five times, she came back and told me that the supervisor would fix it. I asked her if I would get a message that confirms we had the conversation. She said that I would. As of XX/XX/XXXX, not only is that no trace I had this conversation with her, but the supervisor never handled my account or fixed it. This was supposed to be fixed in early XXXX of last year! On XX/XX/XXXX, I get a call from MOHELA to collect my debt of {XXXX. 

This is beyond maddening. I am probably in the top ten in student loan debt in this country, and yet not matter what I do, I feel that this is deliberate, that the company is trying to frustrate its customers because it just does not make any sense. I was put on a payment plan last year for XXXX and have yet to get a statement or bill that reflects that amount because they won't take off the XXXX  that they agreed to in writing. I have no way of contacting them without taking a day off from work because waits are so long, but then when I finally get a human being, they don't do what they say they are going to do. 

At this point, I am speaking to an attorney about a class action lawsuit because that is no excuse for this and many of us are having the same problem. We should not be at fault because the company can not handle the volume of customers. That is a company issue, but it sure feels like this is being done on purpose.

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