Student loan -- Dealing with your lender or servicer -- Complaint #14472965
Complaint Overview
Complaint ID: 14472965
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: Texas
ZIP Code: 78665
Date Received: 2025-07-04T12:00:00-05:00
Date Sent to Company: 2025-07-04T12:00:00-05:00
Company Response: Untimely response
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
Going thru the process of separating our Joint Spousal Consolidation Loan and was given a forebearance by MOHELA while the payment counts are being finalized. However, the forebearance never showed up on our accounts. Spouse called to get it corrected and was rudely told that we did not qualify for it despite his attempts to explain and was transferred to XXXX. XXXX then told him nope, that has to be done by MOHELA. Transferred back to MOHELA and was again told we didnt qualify even though we absolutely do. Husband hung up in frustration. I called back a few days later on the day our loan payments were due to get it sorted. Waited on hold for over TWO HOURS and never talked to anyone. No option to get an auto-dialed call back, just stuck listening to awful out-of-tune musak for 2+ hours. I desperately wanted this resolved as our payments are extremely high and we should qualify for complete forgiveness once the counts are done. However, afte r 2+ hours, I had to hang up and just pay. How is it legal to force someone to sit on hold for that long in order to fix a mistake that the company made?? And as a result of their incompetence, we are forced to pay $ XXXX that we dont actually owe right now??! I am beyond angry at this point!
Frequently Asked Questions
What is Complaint #14472965 about?
Complaint #14472965 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2025-07-04T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Untimely response". The response was not timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Mohela?
Yes, visit the Mohela company profile at readthecomplaint.com/company/mohela to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.