MOHELA Customer Service Issues

Since [redacted], I have been on an income-based student loan repayment plan due to a life-altering diagnosis. Recently, I received notice that my SSI would be reduced to only $[redacted] a month. This drastic change pushed me to reorganize my debts, leading me to contact the loan repayment office. After submitting the required income information, they requested $[redacted] monthly payments during the paperwork process, which I declined. Despite their persistent calls, I stood firm and informed them that I had legal assistance in handling my case. Now, after months of back and forth, I am once again pressured to renew my reduced payment plan or face increased bills in the following statement. I refuse to provide them with more personal information as my health remains a priority over financial matters.

Hello Supervisor Mohela, I'm Tania Rodriguez Gomez. Account number [redacted]87, Address H-c 30 box [redacted], San Lorenzo, P.R. I received a letter in English and have been trying to contact Mohela several times, but there is no Spanish interpreter available. My phone number is [redacted], and I can be reached on Tuesdays and Thursdays all day. I need help filling out some documents. I am currently pursuing my master's degree at the Ana G. Mendez University in Turabo and I am in the enrollment process for the summer of [redacted]. Every time I call, I am unable to speak with an interpreter in Spanish. Please call me to clarify the doubts about the letter I received. I hope to hear from you soon, you can call me tomorrow, Saturday. Please give me a call. Best regards, Tania Rodriguez Gomez Master's Student

Hello Supervisor at Mohela, My name is Tania Rodriguez Gomez, account number *********, Address H-c ** box ****, San Lorenzo, P.R. I received a letter in English and I have called Mohela several times, but there is no interpreter in Spanish. You can reach me at ***-***-**** on Tuesdays and Thursdays all day. I need help filling out documents. I am currently pursuing a master's degree at Ana G. Mendez University in Turabo and I am in the process of enrolling for the summer of [redacted]. Every time I call, I can't connect with an interpreter in Spanish. Please call to clarify doubts regarding the received letter. I look forward to your prompt call, you can call me tomorrow, Saturday. Please give me a call. Regards, Tania Rodriguez Gomez Master's Student

Hello, I am reaching out from Puerto Rico where we recently experienced several earthquakes. Unfortunately, due to the resulting power outages and other challenges, I missed the due date for my Mohela bill payment. I am trying to contact a representative to discuss a waiver of any late fees. However, the phone number provided does not connect me to a representative despite attempting to navigate the automated menu by pressing 1, 1, 3, 3 as instructed.

I have an issue as I do not speak English and I need to know how to speak with a representative who speaks Spanish. I have a loan with you. I am from Puerto Rico and I do not know where to call to be connected with a Spanish-speaking person or any number you have for people who do not know English. I need to know how to start making payments on the loan and have them explain to me where I need to call to speak with a Spanish-speaking person.

My loans recently got transferred to Mohela, and I got a welcome letter with instructions to set up an account. I followed the steps to create the account, but I keep getting an error message saying it can't find my account when I try to log in. I did manage to reset my password and locate my username, yet I am still unable to access the account. Every time I try to log in, it just redirects me back to the login page. I'm currently living abroad in Brazil, so calling them is not feasible, and I can only contact them via email if I can log in, which is currently not possible. I really need assistance to gain access as I have important questions to ask.

Hello, I am Mary S., and I received approval for PSLF on July 19, [redacted]. My loans were supposed to transfer to MOHELA, but they ended up with EdFinancial instead. It has been 15 weeks, and despite my efforts to follow up, there seems to be confusion between the two servicers. EdFinancial suggests contacting MOHELA, but they have no information. Both companies have automated responses, making it challenging to get clarity. Meanwhile, my husband is also experiencing delays with his PSLF approval at MOHELA. I attached my approval letter and hope for a prompt transfer to ensure my loans are managed correctly. Thank you, Mary S.

I had difficulty contacting Mohela in the past, and I am concerned about my income-based repayment plan status and payments. I used to be on a PSLF plan while teaching, but circumstances changed, and I now work at FedEx. I have struggles with ADHD and depression. I hope to return to teaching in the future and want to know if my previous PSLF-qualifying payments will count. I have had trouble reaching Mohela by phone, facing long wait times and disconnections. I would appreciate clear answers about my repayment plan. Thank you. - Marc Rouillard

I am confused about my public service loan forgiveness payments not showing up correctly since transferring to MOHELA in October. On their website, it mentioned that it might take up to 90 days to update, but it has been over that period now. I'm unsure if there are additional steps I should take for the accurate display of my loan forgiveness payments.

Hello, I am inquiring about my loan forgiveness plan. I have not received the recent faxed information regarding my employment history. It seems like only one response from this year is on file, but there should be several from previous years as well. I have been attempting to reach a customer service representative without success. Can someone please email me a list of the past and current job details you have on record? I am curious why the remaining balance is still $27,[redacted] and has not decreased over time. When can I expect my loan to be forgiven considering my participation in the program for many years? I believe I am close to qualifying for forgiveness and would appreciate an explanation of the process from a knowledgeable representative. Kindly provide a contact number for someone who can assist me further. Thank you.