Consumer complaint received 2025-05-21 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: OR

Complaint narrative:
Questions were presented to Mohela on their messaging system online and when I called on the phone. I filed a complaint the Federal Student Aid for which they did not answer either. 
The issue is about Death Discharge on a Parent Plus Loan. 
My documents that will be attached can prove that I attempted to communicate with Mohela about the Death Certificate of my son who was XXXX XXXX XXXX XXXX XXXX and was the XXXX  for which the loan was taken out. 
On XXXX of XXXX, I tried to upload death certificalte to the Mohela system. The upload indicated that there was an error. Called Mohela and after several hours wait time a representative answered and proceeded to guide me through the process that might be successful. It couldn't be done without an error. She couldn't help me any further and transferred me to a specialist. After waiting nearly and hour, I got disconnected. I then tried to message Mohela on their system and told them I could not send it by upload but I would try to fax it. I went to a XXXX store to fax the Death Certificate to Mohela. It was confirmed it was received. 
I tried calling on XXXX I attempted to call to Mohela but indicated I would have over a 2hr wait time. I could't wait that long. 
I tried calling on the XXXX of XXXX and waited over an hour and was connected with a representative. I told her about the death discharge request and she recommended first that I cancel Auto Pay which I approved. I asked her if they had received the fax of the death certificate. She told me she couldn't answer that and transferred me to a specialist. After another hour plus wait, I was disconnected. I called back and told that the wait time would be over 2hrs so I couldn't wait that long. Tried calling later in the day. Waited for an hour and 37 minutes and couldn't wait any longer. I recieved the same day an email indicating that I have been removed from Auto Pay. 
On XX/XX/XXXX, I received by mail that I was the one deceased when it should have been listed as my son being the deceased. The letter went on to suggest ways to send the death certificate including the 2 of the 3 Ive already tried. Very unprofessional. 
On XX/XX/XXXX, tried to call Mohela and waited over 3 hours and couldn't wait any longer. 
On XX/XX/XXXX after waiting for over an hour, I spoke with a representative who mentioned that she could not answer me whether or not Mohela received the fax. She transferred me to the " Advanced Team '' member who after another hour wait proceeded to tell me that it looked like they received the fax I sent but it did not get uploaded into their records. She asked me to fax it again and I declined based on the service I have received so far. I told her that I would mail the document to Mohela. 
On XX/XX/XXXX, I filed a complaint with the Federal Student Loan office and still to this time of writing have heard a response from them. I had also mailed a letter of complaint along with the death certificate. 
On XX/XX/XXXX, I placed a call to Mohela again to ask if they received the fax or the mail correspondence I sent and was told by the representative that she has no record of either. The representative suggested a more immediate solution and proposed a picture of the death certificate to be uploaded. This was completed with success although she couldn't open them until the following Monday. 
On XX/XX/XXXX I received an email letter telling me that Mohela reviewed the request for discharge and said in the letter that they forwarded the request on to the U.S. Department of Education for review. 
On XX/XX/XXXX, I noticed there was added a capital interest to my Death Forbearance so I called Mohela to ask what this was about. I talked to a representative to ask questions and she said I would have to be transferred to a specialist. I could not wait the estimated 2hr wait time.

Company response to consumer: Closed with explanation