Consumer complaint received 2024-01-07 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with your payment plan
Company: MOHELA
State: CA

Complaint narrative:
If I could get through to my loan servicer, MOHELA, I could request information to submit with my complaint. However, I have made numerous attempts to reach my loan servicer, MOHEA and have experienced being on hold for hold an hour or longer. I had made calls to follow up on my request to have previous employment as a Public Servant considered or counted towards my previously submitted PSLF. Many of my student loans are from well over 20 years ago and I was never offered options towards student loan forgiveness until as recent as either XXXX or XXXX. Yet, I submitted a TPSLF application on XX/XX/XXXX ; never heard from MOHELA, at all via paperless email or otherwise. Also, during those same attempts by phone. I wanted to discuss repayment options for lowering my monthly student loan payments i.e., applying for the SAVE plan ; inquire about what type of repayment plans I have e.g., IBR, ICT ; loan consolidation all of my loans into one single account in order to have only one ( 1 ) payment to make repayment more manageable ; information on applying for the SAVE plan ; inquire about forbearance or deferment. I could not get through to MOHELA after several attempts. I logged on to the MOHELA website to apply for the SAVE plan to lower my monthly payments to submit or upload my paystubs to have my monthly minimum payment amount recalculated and reduced, in order to remain current and to have an affordable or reasonable payment. The website idled incessantly, but after several attempts and hours spent, I was able to upload my paystubs to self-certify my annual income of approximately {$38000.00}, to apply for the SAVE plan and/or to renew my repayment plans for a new lower monthly payment. I had been monitoring my MOHELA account waiting to see a status update or change based upon the documentation I had submitted when I applied for the SAVE plan ; the status remained pending. I received a call on Friday, XX/XX/XXXX, followed by a voice message from MOHELA collections informing me that they were contacting me to collect a debt. Immediately, after listening to the voice message I logged on to my MOHELA account and all of my personal information was completely gone or wiped away, as if I had never been a MOHELA customer. Please help, I am concerned or believe that my student loans are now in default and have been sent to a collection agency or to MOHELAs collection department, erroneously. to collections, I am absolutely shocked, horrified, worried, and in utter disbelief that this has happened. How can this loan servicer be so unethical and ruthless as to send my loans to their collections department, as if I have made no effort to communicate and request assistance with repayment of my loans to keep my accounts current? As a consumer, I have done my due diligence and need help to resolve this because I have made zero progress on my own against this student loan behemoth : MOHELA. This loan servicer, MOHELA, has ruined by excellent credit rating, which I had worked diligently to improve, achieve, and maintain. I really need your heal and can not accomplish a favorable outcome without your assistance, support, and expertise. Thank your time, attention, and assistance.

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