Consumer complaint received 2024-01-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with your payment plan
Company: MOHELA
State: DE

Complaint narrative:
I submitted my income during repayment ( IDR ) application on studentaid.gov in XX/XX/XXXX. It was then processed by studentaid.gov in 2 weeks and sent over to MOHELA for processing. I received two letters from Mohela the first stated that my form was received and the second stated that I was placed on the SAVE plan with a monthly amount that I would pay. Since that time I have been removed from the SAVE plan, my selected payment plan ( which was in effect throughout the payment pause ) the repaye plan, and placed on the level plan. This was done without my knowledge or consent and without my IDR being calculated. I have contacted mohela multiple times to inquire why I was placed on the level plan and not kept on the repaye plan, so that I would have a repayment amount that would be affordable. All of the representatives I spoke to confirm that I was on the repay plan, and they were not aware of why I was taken off of this payment plan and placed on the level plan. None of the people I have spoken to, which include a supervisor were able to answer my questions. They were not able to give me an accurate timeline for when my IDR would be calculated. I have received multiple letters from Mohela with conflicting information and new processing dates.It has been almost 6 months and now I received a bill stating that I will have to pay over {$5000.00} a month starting XX/XX/XXXXXXXX XXXX XXXX 
I explained to the supervisor that I spoke with that {$5000.00} was outside of my ability to repay, and I requested that my IDR calculation would be fast tracked and that my account be placed into administrative forbearance. She stated that she was not able to do either. I inquired why I was not placed in administrative forbearance, as it was MOHELAs responsibility to calculate my IDR within the timeline that they said, for, after it was submitted to them by studentaid.gov. She was not able to answer that question. 

Im currently on the public service loan forgiveness program ( PSLF ) And these months that I have not been able to pay, do not count towards my public service loan forgiveness payment counts. MOHELA is refusing to place me on administrative forbearance while they calculate my repayment amount under the safe plan that I applied for. I have lost six months worth of payments, and now my public service loan forgiveness timeline has been pushed back six months. I am being punished for their inability to complete the tasks that have been set for by the federal government. I work as a XXXX XXXX XXXX, and this whole situation has caused a lot of mental anguish, frustration, and fear. I chose to XXXX XXXX because I wanted to help my community and now this whole situation is making me rethink working as a public servant, and as a XXXX XXXX XXXX in my community. I want to pay my loans back, but I would like mohela to allow me to do so in a way that doesnt financially burden me and cause me undue stress. Please help me Im not sure what to do at this point.

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