Consumer complaint received 2024-04-08 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: IL

Complaint narrative:
Hello, My name is XXXX XXXX. I XXXX XXXXXXXX XXXX in XXXX and started my XXXX XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX. Due to several life-changing events leading to financial strains, I applied for XXXX XXXX XXXX XXXX which was accepted, when my student loans became eligible for repayment XX/XX/XXXX - XX/XX/XXXX. Since I am still struggling to pay several debts, have a high cost-of-living expenses, and effectively make minimum wage once you take into account how many hours I work for the salary that I receive, I applied once more for mandatory loan XXXX XXXX XXXXXX/XX/XXXX. 

The mandatory XXXX program allows XXXXl residents to delay making XXXX XXXX payments during their medical residency, as the salary during medical residency is notoriously low and the student loan and debt-to-income ratio for medical residents is generally quite high. A medical residency is required to practice medicine independently as a board-certified physician. The mandatory XXXX program is a federal program that can not be legally denied to XXXX residents. However, since XX/XX/XXXX I have submitted several applications to re-enroll in this program to delay making payments and have continually been denied by my XXXX loan servicer, MOHELA. 

I have spent countless hours on the phone trying to get clear answers on why my application has been denied, as I previously applied and was granted the forbearance the year prior without any issue and with the same documentation. Every time I call and I am told that I can not talk to a supervisor or XXXX and that they can not tell me the specific reasons for my application being denied other than " incomplete paperwork. '' When asked how the paper is incomplete, no additional information is provided with no further details. I have been advised to resubmit the exact same application without success, as the paperwork is complete and no different than the original paperwork successfully submitted and approved when accepted in XX/XX/XXXX. 

I work XXXX days a week and I am rarely off work during MOHELA 's hours, causing me to wait on hold for XXXX hours every time I call the loan provider every XXXX weeks since XX/XX/XXXX. I sometimes have to wait even longer, during the work day while trying to provide patient care. This has been financially and personally stressful and has made it difficult to perform my job when I can be working in an intensive care unit dealing with critically ill and XXXX patients, but I still need to call my loan servicer because I am unable to make the payments on these loans at this time. I would appreciate assistance from my local representatives in helping with this manner, anyway that they potentially can. I seem to be getting nowhere each time I call my loan servicer ( MOHELA ) and I know that I am entitled to the Mandatory Loan XXXX for XXXX XXXX With MOHELA 's recent class action lawsuits, it would not be surprising if they are pursuing inept customer service and shady business practices to avoid delaying payments when permissible. 

Thank you for your help, XXXX XXXXXXXX XXXX

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