Consumer complaint received 2024-08-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: CA

Complaint narrative:
The message below was sent on XX/XX/XXXX to XXXX via the website prior to speaking to representatives. 
Afterward I spoke to agents after this message and spoke to a supervisor XXXX. 

" Mohela agents, I have been having ongoing ( bi-monthly ) difficulties with your company not acknowledging my XXXX application which has been approved for monthly payments of {$0.00} as of XX/XX/XXXX ( typo which meant to say XXXX ). I need a supervisor or manager to assist with this. I can not be calling every month or every other month to get a hold of you and my payments go into " past due '' or " delinquent '' due to negligence of your company. It is becoming tiresome and stressful having to update you all constantly of my payment needing to be {$0.00}. Furthermore, every time your company is unable to process the {$0.00}, my monthly payments are input as " forbearance '' to avoid delinquency and thus my monthly repayments are not input into my 10 years of monthly payments for forgiveness! At this rate, my payoff will be 20 years due to the inability for your company to process my IDR application ( or other applications in the future ) appropriately. Please let me know how you think you will resolve this immediately and not in a month or XXXX from now! Also, please adjust the " late payment '' for XXXX. Thank you, XXXX XXXX XXXX '' -- -- The message below was sent on XX/XX/XXXX to XXXX via the website prior to speaking to representatives. 
After the e-mail below, that same day, I later spoke with an agent and she claimed that I was on the " XXXX XXXX '' and now am on the " Level plan. '' She claimed that I must have not processed my IDR plan in time and that's why it didn't go through. However, I told her the timeline of when I filed and when it was processed - which my IDR/SAVE plan was approved as of XX/XX/XXXX. Thus, I do not have to recertify until XXXX XXXX. I also let her know that I have been switched to different payment plans without my consent/knowledge. She stated, " That happens when other ones are not approved. '' She also did not want to pass me to her supervisor after I requested several times to be transferred. She claimed she can not transfer lines. I explained, I was transferred last time to a supervisor XXXX, so I was confused why she couldn't do it. Furthermore, she stated there was no need because she explained " everything to me already. '' She gave me options to either pay $ XXXX, go into forbearance or hang up and speak to another representative if I wasn't satisfied with the service. I insisted to not hang up and rather be transferred to someone else. She finally budged and I'm on hold waiting for someone to answer for the last 45 minutes with a total time on the phone of XXXX as of writing this. 

" *Supervisor Must Assist* On XX/XX/XXXX ( typo - I meant XX/XX/XXXX ) the supervisor XXXX assisted me. She " escalated '' my IDR plan to reflect what it should have originally been on- which is a $ XXXX  monthly payment effective as of XX/XX/XXXX. She claimed that she did not want to " reprocess '' my IDR, as other representatives have done who have assisted with this same problem previously ( XXXX previous times when I've called within the year XXXX ). Each time someone has " assisted '' me no changes have ever been paid. Rather, I have had to be put on a type of hold to prevent my payments going into delinquency. However, when my payments are put on a hold, I do not get those months accounted for toward my 10 years of consistent payments to have loan forgiveness granted! ''

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