Consumer complaint received 2024-12-21 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: NY

Complaint narrative:
see below. Mohela refuses to reply. 

From : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Mohela Dear Sir/Madam, I am writing to address an ongoing issue regarding the servicing of my federal student loans.

Despite my repeated requests to ensure that all current and future loans are placed in the available XXXX XXXX XXXX XXXX XXXX  plan, and that my loans never be placed in forbearance, these preferences have not been upheld by Mohela, XXXX, nor via XXXX, XXXX is required under federal regulations. I have consistently recertified my eligibility for the XXXX plan and expect that this process be followed without deviation for all existing and future loans. I have consolidated all of my loans ( as these are all eligible for consolidation under federal law ), and recertified my XXXX plan. Confirm that this has been processed. 

Under 20 U.S. Code 1087e of the Higher Education Act of 1965, you are required to honor my request to be placed in the XXXX plan, as this is the repayment option that aligns with my financial situation. 

The XXXX plan remains in place and I have selected it as my preference every time and yet I received this erroneous ( and potentially illegal ) email : A federal court issued an injunction preventing the XXXX XXXX XXXX ( XXXX ) from operating the XXXX XXXX XXXX XXXX XXXX ( XXXX ) Plan and some other XXXX XXXX ( XXXX ) plans. As a result of this ruling, XXXX has directed MOHELA to put your account into a forbearance because either : 1. You are currently a borrower on SAVE.

2. 60 days have passed since we received your XXXX application, and it has not yet been processed. 
You can find more information at studentaid.gov/saveaction. 

The electronic notification, which can be found in your MOHELA account, provides more information. [ note that the portal does not allow my login ] I am not on XXXX. I am on XXXX, which I have been for years and therefore neither stipulation applies. My loans, all of them, must therefore continue on XXXX, which I recertify annually as per regulations. 

Under federal regulations, you are required to honor my request to be placed in the XXXX plan, as this is the repayment option that aligns with my financial situation. Furthermore, I expect all of my loans to remain within the XXXX plan and for my repayment schedule to reflect my income and family size, with no interruption or automatic placement in forbearance, unless explicitly requested by me. Any deviation from this ( including placement on forebearance, or failure to process XXXX as is in place ) is a violation of my rights as a borrower, and I will pursue further legal action if this matter is not addressed immediately. 

Additionally, I would like to formally remind you that my XXXX XXXX XXXX XXXX ( XXXX ) eligibility must be taken into consideration when managing my loans. As you are aware, XXXX  requires specific repayment and certification procedures that must be followed, and I request that my loans are handled in a way that ensures my eligibility is maintained. 

Please note that I can only be contacted by email at XXXX. I do not accept communications via phone or mail. I expect a prompt and clear written response regarding my concerns and a confirmation that my loans have been properly placed in the XXXX plan moving forward. 

If this issue is not resolved within XXXX business days from the date of this letter, I will consider further action to ensure compliance with the applicable regulations and my preferences regarding loan management. 

Your online login portal does not work. 

Thank you for your immediate attention to this matter. I look forward to your prompt resolution of this issue. 

XXXX XXXX site

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation