Consumer complaint received 2025-06-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: MI

Complaint narrative:
Hello, the date is XX/XX/XXXX at XXXX XXXX. 

I have not been able to get on the phone to talk to a representative from MOHELA in months. I called on XX/XX/year> at XXXX XXXX, where the call was answered by someone on the call board and told me to hold to talk to a representative who can help me. I was on hold for 2 hours before the call disconnected and I spoke to NO ONE. So your system notes are incorrect. 

This issue of interest being added to my account while I am on XXXX administrative forbearance is STILL outstanding, since XXXX and needs to be handled. I am going to report this AGAIN to XXXX and CFPB for the company 's inability to handle customer service in a timely fashion and with false notes in system. 

XXXX XXXX Subject : Deferment and Forbearance Received Date : XX/XX/year> Thank you for contacting MOHELA, Our records indicate that you have already called and spoken to XXXX of our Student Loan Counselors regarding this inquiry. 

If you have any additional questions, please contact us toll free at XXXX. Our hours are XXXX  XXXX XXXX. to XXXX XXXX., XXXX through XXXX  XXXX XXXX to XXXX XXXX, and Saturday XXXX XXXX  to XXXX XXXX XXXX Thank you, MOHELA Phone : Phone XXXX ( Toll Free ) or XXXX ( International ) TDD Dial XXXX Fax : XXXX Hours of Operation Monday : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  through XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX  Payments Department of Education MOHELA, P.O. Box XXXX, XXXX XXXXXXXX XXXX XXXXXXXX This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. 

MASSACHUSETTS RESIDENTS : If you are struggling with your student loans, please fill out the form located at : https : //www.mass.gov/forms/submit-a-student-loan-help-request to get help from the Ombudsman 's Student Loan Assistance XXXX XXXX 

California residents : The state XXXX Fair Debt Collection Practices Act and the XXXX Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX or after XXXX XXXX They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov. 
Original message : Hello, I have been emailing for months regarding interest being added onto all of my loans since XXXX which are all in SAVE administrative forbearance. MOHELA continues to tell me that they agree that this is a mistake and that are working to fix it to remove the added interest, but still as of today XXXX, interest is accruing per diem. Please escalate this case that has been ongoing for months. This has been reported to XXXX, Ombudsman XXXX, CFPB and the FTC already. 

It is holding me back from being able to switch plans. 

Thank you, XXXX XXXX XXXX message : Hello, I have been emailing for months regarding interest being added onto all of my loans since XXXX which are all in XXXX administrative forbearance. MOHELA continues to tell me that they agree that this is a mistake and that are working to fix it to remove the added interest, but still as of today XXXX, interest is accruing per diem. Please escalate this case that has been ongoing for months. This has been reported to XXXX, Ombudsman XXXX, CFPB and the FTC already. 

It is holding me back from being able to switch plans. 

Thank you, XXXX XXXX Subject : Deferment and Forbearance Received Date : XX/XX/year> Thank you for contacting MOHELA, We apologize for any inconvenience. As of this writing, a request has been submitted to review your account to make sure the interest discount is applied. You will be notified when this has been completed. We appreciate your patience during this time. 

If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX XXXX  through XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thank you, MOHELA Phone : Phone XXXX ( Toll Free ) or XXXX ( International ) TDD Dial XXXX Fax : XXXX Hours of Operation Monday : XXXX a.m. to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Payments Department of Education MOHELA, XXXX XXXX XXXX XXXX XXXX XXXX XXXX This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. 

MASSACHUSETTS RESIDENTS : If you are struggling with your student loans, please fill out the form located at : https : //www.mass.gov/forms/submit-a-student-loan-help-request to get help from the Ombudsman 's Student Loan Assistance XXXX XXXX 

California residents : The state XXXX Fair Debt Collection Practices Act and the XXXX Fair Debt Collection Practices Act require that, except under unusual circumstances, XXXX XXXX not contact you before XXXX XXXX or after XXXX XXXX They may not harass you by using threats of XXXX or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov. 
Original message : In regards to the email referenced below, I am continuing to accrue interest on all of my MOHELA loans which are in XXXX administrative forbearance. When will this be corrected? 

Email from MOHELA : Subject : Deferment and Forbearance Received Date : XX/XX/year> Thank you for contacting MOHELA, MOHELA has placed borrowers who were already enrolled in the Saving on a Valuable Education ( XXXX ) plan into a forbearance because the court order prevents us from billing you at the XXXX plans monthly payment amounts. 

MOHELA is in the process of updating borrowers ' accounts to ensure they accurately reflect the 0 % interest while borrowers are in this forbearance. 

The time in this forbearance will not count toward XXXX XXXX XXXX XXXX ( PSLF ) or Income-Driven Repayment ( XXXX ) forgiveness. 


If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX a.m. to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Thank you, MOHELA

Company response to consumer: Closed with explanation