Consumer complaint received 2025-04-12 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: CA

Complaint narrative:
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX  ) I requested from Mohela to move from my current IDR plan of SAVE to PAYE because of the court injunction that placed all SAVE plans on forbearance. I am working toward PSLF and need my payments to qualify. The representative - XXXX- stated that she was able to switch me to the PAYE plan and gave me an estimated monthly balance due of approximately {$360.00}. 

XX/XX/XXXX - Account Statement Date - I received correspondence from Mohela noting that I was approved for the move of SAVE to PAYE and my estimated monthly amount of {$410.00} was to begin payment on XX/XX/XXXX. I never received a bill and my forbearance continued through till XX/XX/XXXX. 

XX/XX/XXXX - XXXX received additional correspondence from Mohela stating that I did not have to rectify my income for the approved IDR plan until XX/XX/XXXX. 

XX/XX/XXXX - I received additional correspondence from Mohela that my IDR plan is approved and the monthly amount due is {$410.00} now beginning on XX/XX/XXXX. Account Statement Date XX/XX/XXXX. At that time, I logged into Mohela to finally make my monthly payment, which should have occurred at a minimum in XXXX- more logically shortly after my request was approved in XX/XX/XXXX. My account had a balance of {$550.00}. 

On XX/XX/XXXX when I called to figure out the discrepancy, the automated service stated I have a monthly balance due of {$670.00}. After several hours on the phone, several transfers and their representatives and supervisors stating that they would request to have their XXXX in the resolution team call me back to resolve this. The representatives and supervisors noted that on XX/XX/XXXX, XXXX placed me on a Standard Repayment plan and put notes into the system that I requested this change. I let them know that I dispute this as I requested to be placed on the PAYE plan given that a Standard Repayment plan is against my best interest and does not qualify me for PSLF - of which I have only 15 months remaining before I receive forgiveness. I also requested for a copy of the recording of that transaction and stated that I would need to file a subpoena. 

XX/XX/XXXX I also called FSA to see if they had any additional information. They informed me that their records show I am still on the SAVE plan and have a forbearance until XX/XX/XXXX. 

XX/XX/XXXX I received additional correspondence from Mohela that I am on an approved IDR plan and now my balance due XX/XX/XXXX is {$550.00}. 

XX/XX/XXXX I again called Mohela to resolve why there are so many discrepancies and have not been able to reach anyone who can help me nor have I received a call back from any XXXX within resolutions. 

Given that my bill is due within XXXX weeks, and there are XXXX different amounts showing as due in their account, I have discrepant information from Mohela regarding which repayment plan I am in, and I can not receive assistance from them, I am filing this complaint and am in need of third party assistance and protection from what appears to be an unlawful practice of Mohela.

Company response to consumer: Closed with explanation