Consumer complaint received 2024-01-28 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:
I have been trying to submit XXXX Deferment forms to Mohela for years. As mentioned I am in treatment for XXXX XXXXXXXX. I have submitted XXXX deferment forms since XXXX of XXXX. Mohela says they accept the forms online, but then it isn't connected to their billing department or something. Mohela refuses to schedule a meeting with me, despite me making clear that I am unable to just answer the phone when they call because of treatment or knowing I can't devote over an hour of time at that moment to meeting with them. I find calling them to be traumatic. Each time, I end up with a random customer service agent who has to come up to speed on the situation ( 45 min ), I'm on the phone for an hour+, and no one explains what's happening or WHY I'm having trouble. The agents says " someone will call you, '' but when I say that options doesn't work for me, can we schedule a time over phone or email, they say Mohela doesn't do that. The agents ( now 5+ at least ) can't resolve the issue or have someone schedule a meeting with me ( for example XX/XX/XXXX XXXX or XX/XX/XXXX XXXX ). Agents I speak with are frustrated on my behalf because they can see in the system ( as can I ) that the forms are listed as received and approved ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ), but I'm still being billed and reported to credit as delinquent. The agents even describe the whole situation as odd because it is like the forms acceptance, despite taking months to approve, and the billing/delinquent system aren't communicating, yet no one on Mohela 's end is figuring it out. There are no letters stating " this is what isn't working with your form, '' just you're delinquent and being reported. 

In the meantime, they have reported to my credit ( 120 days ). It's my only negative report. 

I lodged a formal complaint with them ( XX/XX/XXXX ), and only response I received ( was to send me the same forms again without any clarification of what didn't qualify on the previous forms or why they had been accepted but not applied. In summary ( response attached ) from XX/XX/XXXX : " Our records indicate the date indicated on your deferment form request ended treatment on XX/XX/XXXX and would only be applicable for another 6 months. '' No acknowledgement of my conversations with staff in XXXX or XX/XX/XXXX when said it hadn't been processed, the accumulated delinquency, credit reporting XX/XX/XXXX- XX/XX/XXXX, when I should have been on either the XXXX deferment or the federal COVID forbearance. 

Mohela didn't apply the COVID relief forbearance appropriately in my case either. It was suppose to be in effect until XX/XX/XXXX. Note that all of this was being reported and happening PRIOR, and the agent told me I had to specifically request that COVID forbearance. 

I'm not sure if I should include all the forms as they have personal information, but I am more than willing to give you anything you need.

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