Consumer complaint received 2024-09-20 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: TX

Complaint narrative:
Subject : Misleading Information, Unprofessional Conduct, and Excessive Call Times Request for Investigation Issue : I am filing this complaint to report misleading information and unprofessional service from my student loan servicer, Mohela, which has caused significant confusion, frustration, and long periods of unresolved issues. During a phone call with a Mohela representative on XX/XX/2024, at XXXX XXXX, I was told that the Department of Education had issued a report stating that all loan discharges had been halted. Upon contacting the Department of Education directly, I was told that this statement was false. 

Additionally, during this same call, I experienced unreasonably long wait times and unprofessional service. The total call time was 1 hour, 25 minutes, and 30 seconds. When I requested to speak with a supervisor about another matter, I was placed on hold for more than 30 minutes, only to have the call disconnected without resolution.

Attached is a call log that shows the extensive call times Ive spent trying to resolve various issues with Mohela, often to no avail. 

Details of the Incident : During the phone call on XX/XX/2024, I was informed by the Mohela representative that the Department of Education had halted all loan discharges, including those under the Borrower Defense program. 
After this, I contacted the Department of Education, who confirmed that no such report had been issued and that discharges are still being processed. 
Despite this, I was placed on hold for more than 30 minutes when requesting to speak with a supervisor, and the call was ultimately disconnected after a total call time of 1 hour, 25 minutes, and 30 seconds. 
The attached call log shows numerous instances of extremely long call times with Mohela, during which issues were not resolved. These delays have compounded my frustration and concern over Mohelas handling of my loans.

Impact : Mohelas false statement caused significant confusion and anxiety, as I believed that my discharge under the Borrower Defense program would be delayed or denied based on incorrect information. 
The long and unproductive call times, often lasting over an hour, have added to the stress of trying to resolve my loan issues. 
This misinformation and unprofessional conduct have seriously undermined my trust in Mohela as my loan servicer. 
Desired Resolution : Investigate Mohelas conduct and hold them accountable for providing false information regarding loan discharges. 
Ensure that Mohela representatives provide accurate and clear information to borrowers in the future to avoid confusion and unnecessary stress. 
Investigate the excessive call times and unprofessional handling of my inquiries, ensuring that such delays and unresolved issues do not continue.

Provide confirmation that my loans will be discharged in accordance with my Borrower Defense award, as required by the Department of Educations regulations.

Thank you for your attention to this matter. I look forward to hearing from you regarding the steps that will be taken to address this misinformation, excessive call times, and the overall handling of my account. 

Contact Information : Name : XXXX XXXX XXXX Email : XXXX Phone : XXXX Address : XXXX XXXX  XXXX XXXX, XXXX XXXX, TX XXXX

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