Consumer complaint received 2024-04-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: NY

Complaint narrative:
Mohela 1. Requested Student Loan Debt Forbearance : Received letter dated XX/XX/XXXX asking for payment Called to ask process for submitting an application online. 
Submitted application and ALL Required Documents on XX/XX/XXXX XXXX. Called on XX/XX/XXXX spoke with XXXX Explained the letter received on XX/XX/XXXX asking for payment Told XXXX I could not pay Explained I submitted an application and documents on XX/XX/XXXX XXXX said it was being processed XXXX stated an Administrative Forbearance was on my account and would end on XX/XX/XXXX XXXX explained if the forbearance is approved it would end on the date I wrote on the application XXXX. Called XX/XX/XXXX spoke with XXXX  who told me she was in training XXXX stated you are only allowed 3 Administrative Forbearance and this would be my 2nd which would end on XX/XX/XXXX XXXX  stated you are only allowed 3 Administrative Forbearance which is a total of 18 monthsI explained then that each forbearance should the be for 6 months because 18 divided by 3 = 6 4. Called XX/XX/XXXX spoke to XXXX Explained I filled out an application for a MandatoryForbearance on XX/XX/XXXX and did not hear back XXXX told me documents were missing I asked how could that be when I uploaded my documents they were all uploaded successfully and I verified they were I told her I sent the letter I received from Mohela with all of my parent loans and the information for each loan, a letter from Social Security Administration showing how much I receive monthly, and a statement of my monthly pension income XXXX told me to resubmit a new application and send a tax statement from SSI and pension XXXX stated I should receive a response within 7-10 business days Resubmitted application and newly requested documents on XX/XX/XXXX XXXX explained there was going to be a new platform for a new website - software update. Loans will still be with Mohela You will receive an email 2 weeks before the transition with a new account number. You must create a new username and a new password in order to access your account. 

XXXX. Called XX/XX/XXXX spoke with XXXX XXXX everything XXXX said Forbearance takes 78 business days. Your application was sent on XX/XX/XXXX ; therefore, 78 business days from that date. 
I reiterated that I was told an Admin Forbearance is a total of 18 months. My first ended on XX/XX/XXXX ; however I was not given 6 months. The second on was given in XXXX and ended in XXXX again that was not 6 months. I said I have one left. If it is supposed to be 18 months then it should end XX/XX/XXXX. 
XXXX told me he couldnt do anything because the scope of support doesnt include forbearance and this was just updated recently. 
He told me he was forwarding my call to XXXX  After he transferred me the wait time was 57 minutes and I requested a call back. ( It is now XX/XX/XXXX and I am still waiting!!! ) 6. Called Mohela on XX/XX/XXXX selected XXXX. The wait time was 532 minutes = 8.8 hours. I tried several times to set up a call back but was disconnected. 

7. Called again on XX/XX/XXXX and again a ridiculous wait time. 

8. Called XX/XX/XXXX spoke with XXXX. She explained that XXXX is just like Mohela. Loans were disbursed to Mohela, XXXX, etc. 

I am receiving a number of emails telling me I need to Take Action on my loans.

This is extremely frustrating and upsetting My loans are direct parent loans. 
MOHELA has been giving everyone one a run around and then we are being told time is running out and we need to decide. 
I am a retired XXXX XXXX XXXX whose income from Social Security and a XXXX XXXX XXXX barely covers my bills and Im lucky if I can put food on my table.

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