Consumer complaint received 2024-02-28 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: OH

Complaint narrative:
According to the information available at XXXX XXXX XXXX the federal government has implemented a policy stating that recertification dates falling between now and XX/XX/XXXX, will be automatically extended by one year. As my recertification anniversary is indicated as XX/XX/XXXX, I believe that, according to this policy, my recertification should not be due until XX/XX/XXXX. However, I have been in communication with MOHELA, and they assert that my recertification date is XX/XX/XXXX. They have informed me that I must recertify immediately, or I will be enrolled in the standard repayment plan. Despite my attempts to seek clarification and resolution, I have not received a satisfactory response, and my request to speak with a supervisor remains unfulfilled. I understand and acknowledge the importance of recertification and am willing to comply when appropriate. However, it appears that MOHELA is not aligning with the recertification structure mandated by the federal government. I kindly request your assistance in resolving this matter and ensuring that the recertification process is conducted in accordance with the federal guidelines. Your prompt attention to this issue is greatly appreciated. Thank you for your time and consideration. 
Follow up : I recently had another conversation with MOHELA regarding my student loan repayment schedule, and I am seeking futher assistance in resolving a discrepancy. During our discussion, MOHELA mentioned that my " soft recertification '' date is set for XX/XX/XXXX, and the " hard date '' is XX/XX/XXXX. Furthermore, they indicated that my next payment due and repayment option 's next tier commence on XX/XX/XXXX. Unfortunately, my request to escalate the matter to a supervisor for additional verification was declined, deeming my reasoning as " inappropriate. '' Upon reviewing the information available on the FSA website, I understand that my IDR anniversary date, or recertification date, is scheduled for XX/XX/XXXX. This contrasts with MOHELA 's assertion of a recertification date on XX/XX/XXXX, which coincides with the first payment date -- a month after the recertification deadline. I am seeking clarification on whether it is standard practice or appropriate for a " hard recertification '' date and the first date of repayment to align. I apologize for the frequency of my communication, but I believe providing comprehensive information is crucial for a clear understanding of the situation. Your guidance on the next steps I should take would be immensely valuable. Thank you for dedicating your time to review my concerns Most recently, my monthly payment has increased from $ 199 monthly to {$3500.00}, due XX/XX/XXXX, since I did not recertify - as the FSA webpage suggested I did not need to. 
I earnestly seek your assistance with this matter and MOHELA 's inconsistencies.

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