Consumer complaint received 2025-07-23 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: MI

Complaint narrative:
To Whom It May Concern : I am writing to file a formal complaint regarding the persistent mishandling of my federal student loan account by MOHELA, including a failure to review my Income-Driven Repayment ( IDR ) plan, inaccurate billing, systemic delays, and a complete lack of transparency and communication from their staff and leadership. 

Here is a chronological summary of the events : On XX/XX/year>, the day before my payment was due, I noticed an unexpected and significant increase in the amount owed. My monthly payment is typically {$90.00}, but the system reflected a much higher amount. On XX/XX/year>, I called MOHELA at XXXX XXXX  to clarify the issue and was promised a callback within XXXX minutes I received none. I called again at XXXX AM and finally received a call at XXXX PM, during which I was told my case needed to be reviewed by a loan expert. After another automated hold, I was finally contacted again at XXXX PM, nearly XXXX hours later. 

In that call, I explained that I had submitted my XXXX recertification on XX/XX/year>, well in advance of the due date. The loan expert acknowledged that I should have been placed into forbearance due to the pending IDR review but was not. She assured me that I was now placed into forbearance until XX/XX/year>, with payments resuming in XX/XX/year>. I also reminded her that I am in the XXXX XXXX XXXX XXXX ( XXXX  ) program and stressed the importance of maintaining an accurate payment history. She confirmed my standing and stated I had nothing to worry about. 

However, I received no written confirmation of this forbearance. I called again on XX/XX/year>, at XXXX AM, missed a return call at XXXX AM, and immediately returned the call at XXXX AM. After multiple transfers, I was told that confirmation letters take XXXX business days and that email confirmations are not typically provided. 

On XX/XX/year>, I noticed my account now showed a past due status. I was shocked, as I had been told I was in forbearance. I called MOHELA at XXXX AM, XXXX AM, and XXXX PM, and was finally connected at XXXX PM, only to be transferred to another loan expert line again. At XXXX PM, I received a call back and requested a supervisor. I was placed back into the automated system no supervisor ever returned my call. 

I repeated this exhausting process again on : XX/XX/year>, at XXXX AM no supervisor callback ; XX/XX/year> finally reached a supervisor who told me I was still in forbearance and that the past due status on my account was a system error and would not impact my credit or PSLF eligibility. 

Again, I requested documentation and again, I was told that MOHELA does not send written confirmations. I was left with no written record to protect myself or prove what I had been told. 

Then, in XX/XX/year>, I logged in to find my monthly payment listed as over {$3000.00}. No one at MOHELA had reviewed my IDR submission, despite it being submitted XXXX months earlier. I called on XX/XX/year>, at XXXX AM and waited over XXXX hours with no response. I called again at XXXX PM, asked for a supervisor, and was again pushed into a callback queue with a four-hour wait and no callback ever came. 

As of today, XX/XX/year>, I have still not received a resolution or confirmation that my IDR plan is being reviewed, nor that my XXXX eligibility or credit will be protected. I have contacted my Congressman, State Representative, and the XXXXXXXX XXXX XXXX XXXX, with no response from any party. 

This failure to respond, review, and correct my account is not only unethical and unacceptable it is actively harming me. My credit is being damaged, I may be at risk of losing months of XXXX credit, and I remain in limbo with no confirmation of the forbearance I was told is in place. 

I am formally requesting the following : Immediate review and processing of my XX/XX/year> IDR submission, with appropriate backdating if applicable. 

XXXX correction of any past due statuses on my account and credit file. 

Written confirmation that my XXXX standing and IDR plan are not compromised. 

A full investigation into MOHELAs handling of my case and failure to respond. 

I am including this complaint with all relevant documentation and respectfully ask that this matter be escalated and resolved without further delay. 

Thank you for your attention to this urgent matter.

Company response to consumer: Untimely response