I've been dealing with MOHELA for the past 6 weeks trying to get my income certification updated and this thread is like finding a secret vault of actually working strategies! Reading through everyone's creative solutions has given me so much hope after literally dozens of failed call attempts. The 7:00 AM sharp timing seems to be the magic bullet that multiple people swear by - definitely setting my alarm for 6:57 tomorrow to be ready! The Spanish line hack @Landon Flounder is absolutely genius, and @Emma Wilson the payment line workaround is brilliant lateral thinking. I never would have thought to approach it from those angles! It's honestly both hilarious and infuriating that we've had to become customer service ninjas just to manage our own loans. Like, we're literally trying to give them money and they make it harder than solving a Rubik's cube! But this community has turned complete chaos into an actual battle plan. One thing I'll add from my failed attempts - avoid calling on Mondays if possible. Seems like that's when everyone else has the same "I'll call first thing this week" idea and the lines are extra jammed. Thanks to everyone for sharing what actually works - you're all doing more to help borrowers than MOHELA's entire customer service department! This thread should be required reading for anyone dealing with them 💪

I've been following this thread for days and you all are absolute legends! I've been stuck in MOHELA hell for 2 months trying to resolve a loan consolidation issue and was honestly about to give up. Reading through all these brilliant strategies has completely restored my hope - it's like you've all created the ultimate cheat code for their terrible system! I'm definitely going all-in with the 7:00 AM sharp approach tomorrow (setting 4 alarms because I'm not taking any chances), and the Spanish line hack is pure genius @Landon Flounder! The payment department trick @Emma Wilson is also brilliant - I never would have thought to be that creative. Love the Monday avoidance tip too @NebulaKnight - makes perfect sense! It's honestly both inspiring and infuriating how resourceful we've all had to become just to talk to our own loan servicer. We're literally trying to be responsible adults managing our debt and they make it feel like we're planning a heist! But this community has turned complete chaos into actual solutions. Thank you all for sharing what really works - this thread is doing more to help borrowers than MOHELA's entire customer service department combined. You're all heroes for helping fellow students navigate this mess! Here goes nothing with tomorrow's 7AM mission 🎯💪

I'm having the exact same issue! Been locked out for 3 days now and it's driving me absolutely crazy. Based on everyone's advice here, I'm going to try the SSN without any dashes or formatting first thing tomorrow morning, then work through clearing cache and trying different browsers. It's honestly mind-blowing that in 2025 we're dealing with systems this broken - like how hard is it to make a functional login page? 😤 Really appreciate everyone sharing their experiences though, makes me feel way less alone in this mess. Definitely going to use that phone payment number as backup while I troubleshoot. Once I finally get back in (please universe make it happen!), autopay is getting set up immediately so I never have to deal with MOHELA's login nightmare again!

I'm going through this exact same nightmare right now! Been trying to log in for hours and getting that same "no account found" error. This thread has been a lifesaver - it's both comforting and terrifying to see how many of us are dealing with MOHELA's broken system 😤 Based on everyone's advice, here's what I'm going to try: 1) SSN with no dashes or formatting (just 9 digits), 2) Clear cache completely and use incognito mode, 3) Try logging in early morning when servers aren't overloaded, 4) Check that I'm using my original registration email (not forwarded ones). The phone payment backup at 1-888-866-4352 is clutch - thanks everyone for sharing that! At least we won't get late fees while dealing with their garbage system. It's honestly ridiculous that we need a whole community troubleshooting guide just to pay our loans, but I'm so grateful for all the detailed solutions here. Once I finally break through this login hell (fingers crossed!), autopay is happening immediately. Never dealing with MOHELA's website monthly torture again! You all are better than their actual customer service 🙏

This is absolutely unacceptable and I'm so sorry you're dealing with this! I had a similar experience with a $2,500 payment that went missing for over two weeks. Here's what finally worked for me: 1. Call MOHELA and specifically ask for their "Payment Exception Team" - this is different from regular customer service and they have access to backend processing systems that can track stuck payments. 2. Get your bank to provide you with a "wire trace" or "ACH trace" for that specific transaction - this gives you the routing details and confirmation that the money actually left your account and where it went. 3. When you talk to MOHELA, ask them to check their "unposted payment queue" - apparently payments can get stuck there during system maintenance or processing errors. 4. Document every single call with names, dates, and what they told you. Take screenshots of your account daily showing the missing payment. The whole thing is incredibly stressful, especially with such a large amount. Don't let them tell you to "wait a few more days" - over a week is way too long for an electronic payment to process. Stay persistent and don't give up! That's YOUR money and they need to account for it immediately. Sending you strength to get through this nightmare! 💪

This is absolutely horrible and I feel for you! I went through something similar with MOHELA about 6 months ago - a $2,100 payment that just disappeared for almost 3 weeks. The stress and sleepless nights were unreal. Here's what I learned that might help you: 1. When you call, specifically ask to be transferred to their "Payment Reconciliation Department" - they're the ones who actually handle missing payment investigations, not regular customer service. 2. Have your bank generate an "ACH trace report" for that exact transaction. This shows the routing path your money took and proves it left your account. MOHELA needs this to track where your payment ended up in their system. 3. Ask MOHELA to check their "suspense account" - sometimes large payments get flagged for manual review and just sit there forgotten. 4. File a CFPB complaint immediately while you're dealing with this. Don't wait. Having an active complaint number sometimes motivates them to prioritize your case. The fact that you got no confirmation email is a huge red flag - their system definitely glitched during your payment processing. Don't let them brush you off with "technical difficulties" or "wait 5-7 business days." A week is already way too long! Stay strong and keep fighting - that $3000+ is YOUR money and they absolutely have to account for it. Keep us posted on what happens! 🤞

I'm dealing with a similar payment count nightmare right now! One thing that's helped me is calling their dedicated "escalation line" if you can find it - I got the number by asking multiple agents until one finally gave it to me. Also, when you do get through to someone, ask them to put a "priority flag" or "urgent review" notation on your account. Some reps don't mention this option, but it can help get your case looked at faster. Another tip: if they keep giving you the runaround about transferring to a supervisor, try saying "I'm requesting a formal escalation due to a service failure" - using their own language sometimes gets better results. The whole system is absolutely broken, but don't give up! Document everything and keep pushing. You shouldn't have to fight this hard just to get your payments counted correctly. Sending you good vibes that you get this sorted soon! 🙏

I'm going through the exact same thing right now and it's absolutely maddening! I've been stuck in this loop for weeks where they keep saying they need supervisor approval but then nothing happens. One thing I've learned is to ask for a reference number or case number for your escalation request - that way when you call back (and you probably will have to), you can reference it and they can see that you've already been through this process. Also, try calling at different times of day - I've noticed the morning shift seems more willing to actually follow through on transfers. The afternoon/evening reps seem to just want to get you off the phone. It's so frustrating that we have to become experts at navigating their broken system just to get basic issues resolved. Stay strong - from reading these other comments, it seems like persistence really does eventually pay off! 💪

I went through this exact same thing last year! The key is to escalate beyond MOHELA entirely. After getting nowhere with their supervisors (who seem to promise everything and deliver nothing), I filed complaints with both the CFPB and my state attorney general's office. Within 2 weeks of filing the CFPB complaint, I got a call from a different MOHELA department - not regular customer service - and they actually fixed my payment count issue. The CFPB complaint creates a paper trail that MOHELA has to respond to officially, so they can't just ignore you like they do with regular calls. Also, make sure you're documenting everything - dates, times, names, reference numbers, what was promised vs what actually happened. This documentation becomes crucial when you file formal complaints. Don't waste more time with their regular customer service runaround!

I've been lurking here for a while but had to chime in because I'm dealing with the exact same situation right now! It's so frustrating when they make promises and then just... nothing. Reading through all these responses is really eye-opening - I had no idea about the FSA Ombudsman or that CFPB complaints actually force them to respond officially. I've been wasting months going through their regular customer service thinking that was my only option. Definitely going to try the FSA Ombudsman route first since my issue is also payment count related. Has anyone had success getting a direct supervisor contact like Carmen mentioned? That seems like it could save a lot of time instead of explaining the whole situation from scratch every single call.