Consumer complaint received 2025-11-15 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: MT

Complaint narrative:
First, I sent them this message on XX/XX/XXXX Original message : I've tried contacting several times to get my loan out of forbearance. I don't have any way to contact you! How do I get my loan out of forbearance? They responded back with this : Subject : Deferment and Forbearance Received Date : XX/XX/XXXX Thank you for contacting MOHELA, We received your request to opt out of the forbearance while your Borrower Defense to Repayment Application is being reviewed. We have submitted this request ; you will receive correspondence once your request has been processed. You can learn more about repayment options at StudentAid.gov/manage-loans/repayment/plans, including income driven repayment options at StudentAid.gov/IDR. Processing has resumed for the Income-Based Repayment ( IBR ) , Pay As You Earn ( PAYE ), and Income-Contingent Repayment ( ICR ) applications. All other IDR applications will remain on hold at this time. Forbearances are being placed automatically for borrowers on the SAVE Repayment Plan through XX/XX/XXXX. Borrowers that have a pending IDR application XXXX also be placed on a forbearance until your application is processed. If you submitted an IDR application prior to XX/XX/XXXX, and your application has not been processed yet, you can now reapply at StudentAid.gov/IDR. This allows you to use your IRS verified income and select an eligible plan which may expedite processing. Your previous application will be automatically canceled. You can track your application status by logging into your StudentAid.gov account. I then received this message : WHICH MAKES NO SENSE BECAUSE I ASKED THEM TO TAKE IT OUT OF FORBEARANCE!! XXXX XXXX XXXX : MOHELA received your request for an income-driven repayment ( IDR ) plan. We are unable to grant your request for the following reason ( s ) : Your loans are not in repayment. Your loans must be in an active repayment status to apply for an income-driven repayment plan. For more information about your loan status, please log in to mohela.studentaid.gov to learn more. Apply Faster with Federal Tax Information If you have eligible loans, applying for a new IDR plan is quick and easy if you provide consent for XXXX to obtain your federal tax information directly from the IRS. This allows XXXX to process your application faster and eliminates the time-consuming work of manually uploading your income information. By providing consent for XXXX to access your federal tax information, XXXX can automatically recertify your XXXX plan. Apply for XXXX at StudentAid.gov/idr. There are three easy ways to submit your documentation : Online : mohela.studentaid.gov and select Upload If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX to XXXX XXXX, Tuesday through Friday XXXX XXXX. to XXXX XXXX and Saturday XXXXXXXX XXXX. to XXXX XXXX ET Thank you, MOHELA Phone : Phone XXXX ( Toll Free ) or XXXX ( International ) TDD Dial XXXX Fax : XXXX Hours of Operation Monday : XXXX XXXX. to XXXXXXXX XXXX Eastern Time ( ET ) Tuesday through Friday : XXXX XXXX to XXXX XXXX ET Saturday : XXXX XXXX. to XXXX XXXX. ET Correspondence XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Payments Department of Education MOHELAXXXX XXXX XXXX XXXX XXXX XXXX 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 XXXX XXXX XXXX XXXX to get help from the Ombudsman 's Student Loan Assistance Unit . California residents : The state Rosenthal Fair Debt Collection Practices Act and the federal 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. Issue 2 : Subject : Discharge : Borrower Defense ( BD ) Received Date : XX/XX/XXXX Thank you for contacting MOHELA, Thank you for your inquiry regarding Borrower Defense to Repayment on your account. We apologize for any confusion or inconvenience this may have caused. To check the status of your Borrower Defense to Repayment application log in to your account at XXXX. Federal Student Aid ( FSA ) instructed MOHELA to place a non-interest-capping forbearance through XX/XX/XXXX while your application is processed. The forbearance will be removed after FSA completes their investigation if the loans are not fully discharged. If you need additional assistance, you may contact the Borrower Defense Hotline at the number listed below : Phone : XXXX Hours of Operation ( Central Time ) : Monday XXXX XXXX to XXXX XXXX Tuesday and Wednesday XXXXXXXX XXXX to XXXXXXXX XXXX Thursday and Friday XXXXXXXX XXXX to XXXXXXXX XXXX If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX to XXXXXXXX XXXX Tuesday through Friday XXXX XXXX to XXXX XXXX, and Saturday XXXX XXXX to XXXX XXXX ET Thank you, MOHELA Phone : Phone XXXX ( Toll Free ) or XXXX ( International ) TDD Dial XXXX Fax : XXXX Hours of Operation Monday : XXXX XXXX to XXXX XXXX Eastern Time ( ET ) Tuesday through Friday : XXXX XXXX to XXXX XXXX. ET Saturday : XXXXXXXX XXXX to XXXX XXXX ET Correspondence XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Payments Department of Education MOHELA, XXXX XXXX XXXX XXXX XXXX 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 Unit . California residents : The state Rosenthal Fair Debt Collection Practices Act and the federal 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 : I received this e-mail and I am still waiting on an update on this : please advise. XX/XX/XXXX Borrower Defense Application # : XXXX Borrower Defense Application School : Western Governors University Dear XXXX XXXX XXXX : You are receiving this letter because you are a member of the class of federal student loan borrowers covered by the settlement of the Sweet v. McMahon ( formerly Sweet v. Cardona ) ( " Sweet '' ) lawsuit. You submitted a Borrower Defense to Repayment discharge application relating to your federal student loan ( s ) on or before XX/XX/XXXX. The U.S. Department of Education ( ED ), applying a special review process agreed to in the Sweet settlement agreement, has approved your claim for settlement relief. For more information on the terms of the settlement agreement please see the Department 's website at StudentAid.gov/sweet. The Department has determined that you are entitled to settlement relief for the loans taken out on or after XXXX associated with your enrollment at XXXX XXXX University ( " Relevant Federal Student Loan ( s ) '' ) based on your allegations regarding the school 's misconduct. Pursuant to the Sweet settlement, the Department of Education will do the following : discharge your Relevant Federal Student Loan ( s ) ; provide a refund for any payments made to the Department of Education on your Relevant Federal Student Loans including Relevant Federal Student Loan debt that you previously paid off ; and delete the credit report tradeline associated with the discharged loan ( s ). The benefits described in this communication apply to your Relevant Federal Student Loan ( s ). The benefits do not apply to private loans. Discharging your Relevant Federal Student Loan ( s ) means that you will no longer owe the debt. You also may receive a refund for prior payments made to the Department on your discharged Relevant Federal Student Loan ( s ) related to XXXX XXXX University. Your loan servicer will let you know if you are eligible for a payment refund, which would be mailed to you. Please check your online account with your loan servicer to ensure your address is correct so you can receive any refund. Other than confirming your address, you do not have to take any further action to receive your discharge. Your servicer will send you more details about the discharge, including which loans have been forgiven. Your Relevant Federal Student Loan debt will remain in forbearance and collections will be stopped until you receive relief. Your credit report will also be updated to reflect this discharge when it is complete. If you have any additional questions, you may contact the Borrower Defense hotline at XXXX. Y ou may visit StudentAid.gov/Contact for our hours of operation. Sincerely, U.S. Department of Education Federal Student Aid

Company response to consumer: Closed with explanation