Consumer complaint received 2025-02-07 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: MN

Complaint narrative:
I graduated in XX/XX/year> and have a receipt indicating that I filled out all the proper loan exiting paperwork at that time. I have double-checked with the college, and it has been confirmed by a MOHELA representative that, the college notified MOHELA at the end of XXXX of my XXXX graduation date. Yet, MOHELA did not move my loans into repayment at the end of the six-month grace period. After OVER A MONTH of trying to get this corrected, and after two different representatives claimed that they'd put in the request and that I wouldnot be penalized for the unpaid months, my loans still have not been moved into repayment. 

WHAT I'VE DONE TO RESOLVE THE ISSUE : XXXX - I tried calling, but got put on hold for over two hours just to speak to someone who could not help me and put me on hold for another XXXX  hours. I finally spoke to a representative about this issue after three hours. She admitted that this was strange and that everything had been done correctly on the college 's end, but MOHELA had not transferred me into repayment at the proper time - something that normally happens automatically. She said she put in the request for changes to be made ( my loans would be moved into repayment, and any unpaid loan payments for months after the grace period where I was not notified would be put into forbearance so I would not be penalized ), and that it should happen within XXXX days and that I would receive an email with my first payment amount and due date. 
XXXX Amidst all the holds, I sent a message via their online portal detailing my situation. 
- They responded after my call noting that I had already spoken to a representative, and therefore my issue had been resolved. 
XXXX There were still no changes to my account, so I sent another message through the MOHELA portal detailing, again, my situation, and asking for someone to help me. 
- I eventually received a response - sometime between XXXX letting me know how they move students out of deferment after a school sends information, etc. They said I should respond to the email if I wanted to make a special request to move my student loans out of deferment while I am still in school - so clearly they did not read my message. Also- they don't have a reply button for customers, so I can not respond to their emails, and I have to keep sending new messages every time. 
XXXX I emailed through the MOHELA portal again, this time under the category of " Complaints ''. 
- I still have not received a response. 
XXXX I tried calling. After XXXX hours, I finally talked to XXXX - She immediately transferred me to an advanced agent. The estimated wait time for the advanced agent was another XXXX hours and XXXX minutes. 
XXXX After XXXX more hours, I talked to someone at XXXX named XXXX who said that she couldn't see any requests put in to change my deferment, but that she put in a new request for my loans to be moved out of deferment - Request ID # XXXX. She said it should take XXXX  days for the request to go through. 
XXXX - There have still been no changes to my account, and I still have not received any actual help at all.

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