Consumer complaint received 2024-11-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Keep getting calls about your loan
Company: MOHELA
State: HI

Complaint narrative:
Log in Sign up You said : please rewrite this note, for clarity, thank you. This complaint is concerning XXXX  and Mohela 's loan services for my student loans. The continuous frequent phone calls have caused me to feel traumatized as a senior.

I am making this complaint that is pertain to the constant calls I receive daily even though I have made a forbearing agreement with them. I have spoken to representatives from XXXX  and Mohela to please stop calling me. However, that was ignored, and the calls continues even though my account has been transferred to Mohela. Despite my account being approved for bearing status, I received an email requesting payment. I have made it very clear to contact me by mail or by regular mail and not by phone, but that request is not being followed.

Whenever I talk to them, I am subjected to harassment and pressure to make payments. Additionally, they do not examine the account to check if I had previously communicated with them to check my account 's status. It seems that their only objective is to persist with phone calls and disregard the status of the account. I have also made several attempt to go to the website and I was denied accesses.

They have been told about my situation, which includes not working and not receiving any Social Security benefits. After asking for a forbearance and sending a money order to process it for three months, my request was approved. The representative took note of my account and requested that I call back in 3 months if I am unable to work to ask for another forbearing. I ask to send me a copy by mail, but I never received it. Whenever a representative calls, they seem to lack knowledge about the status of my account and that it is currently in a forbearing state. I have no idea how to deal with the continuous phone calls. I've asked for them to review my account and discontinue the number of representatives calling me, which starts early in the XXXX  before XXXXXXXX XXXX but it continues and I'm uncertain what to do. 
After my XXXX XXXX church service, XXXX and XXXX I was contacted by XXXX of XXXX  via voicemail at XXXX. Which said I need to contact a counselor to make payment arrangements. I have submitted my number to the do not call. Gov website list today with the hope this call persistent will stop. However, they have disregarded my request and continuously calling. Please advise what is the best way for me to approach this issue, thank you.

Subject : Complaint Regarding Unwanted and Harassing Calls from XXXX  and Mohela and disregarding the forbearance agreement To Whom It May Concern, I am writing to file a formal complaint regarding the ongoing harassment and unwanted phone calls I have been receiving from XXXX  and Mohela concerning my student loans. As a senior, these frequent calls have caused me significant distress, and despite my repeated requests to stop, they continue. I received a letter in XXXX that my loans would be services by Mohela and yet XXXX  continuously calling me as well as Mohela. I have told them both to stop calling, but it persist.

I have already made a forbearance agreement with XXXX, and my account is currently in forbearance status. In XXXX, it has to be renewed by me sending XXXX XXXX dollars to re establish the forbearance. However, I continue to receive daily phone calls, even though my account has been transferred to Mohela. Despite informing their representatives that I only wish to be contacted by mail, my requests have been ignored, and the calls persist.

Additionally, I received an email from them requesting a payment, which is confusing since my forbearance status has been approved. When I speak to representatives, I am often subjected to pressure and harassment to make payments, even though they fail to check the status of my account or acknowledge my previous communications. It seems that their only focus is making phone calls, regardless of the current status of my account.

I have also tried to access my account online through the website but have been denied access multiple times. Ive communicated my financial situation, including not working and not receiving Social Security benefits. After submitting a money order for a forbearance request, I was told to call back in three months if I am still unable to work. However, I never received a written confirmation of this agreement, even though I specifically requested it.

Despite my account being in forbearance, I continue to receive calls from XXXX  and Mohela representatives who appear to have no knowledge of the forbearance status. The calls start as early as XXXX a.m., and I am unable to stop them. On Sunday mornings, XX/XX/year> and XX/XX/year>, I received voicemails from XXXX at XXXX  ( phone number XXXX ), stating that I need to contact a counselor to make payment arrangements. 

I have already registered my number with the DoNotCall.gov website, but the calls have not stopped. I am at a loss for how to handle this ongoing situation and am seeking your advice on the best course of action. 

Thank you for your attention to this matter. I look forward to your prompt response.

Company response to consumer: Closed with explanation