Just wanted to add my experience to this thread! I had the exact same issue last month and what worked for me was actually logging out of ALL my other accounts first (bank, email, etc.) then clearing my entire browser cache and cookies, restarting my browser completely, and THEN trying to log into MOHELA. Apparently their system gets confused if you have too many financial sites open at once? Makes no sense but it worked! Also, try typing your SSN super slowly - I know it sounds weird but I swear their system times out if you type too fast. The whole thing is absolutely ridiculous but at least we're all suffering together 😂 Hope some of these tricks help!

This is happening to so many people right now! I've been having the exact same login nightmare for the past week. Based on all the advice in this thread, here's my game plan: 1) Try SSN with absolutely no formatting (just 9 digits), 2) Clear everything and use incognito mode, 3) Try logging in super early morning when servers aren't overloaded, 4) If all else fails, call for that manual account reset. It's honestly insane that we need a whole strategy just to access our own accounts! The phone payment backup at 1-888-866-4352 is a lifesaver though - at least we won't get hit with late fees while dealing with their broken system. Thanks everyone for sharing your experiences, this thread is better than MOHELA's actual customer support! 😅

This is absolutely horrible and I'm so sorry you're dealing with this! $3000+ is a huge amount to just disappear - I would be losing my mind right now. I haven't had this exact issue with MOHELA, but I've had my fair share of payment nightmares with them over the years. One thing I'd suggest that I haven't seen mentioned yet - check if your bank shows any "pending reversals" or "provisional credits" related to that transaction. Sometimes when payments get stuck in processing limbo, banks will show the initial debit but then there might be some kind of pending adjustment that isn't immediately obvious. Also, when you do get through to MOHELA (and definitely try all the great strategies others have shared!), ask them to send you a written summary of what they find via email. Even if it's just "we're investigating your payment dated X for amount Y," having something in writing makes them more accountable and gives you better documentation if you need to escalate further. The fact that so many people in this thread have had similar experiences really shows this is a systemic problem with their payment processing. That's both reassuring (you're not alone!) and absolutely infuriating that they haven't fixed these issues. Stay strong and keep pushing - that money belongs to you and they HAVE to account for it. Rooting for you! 🤞

Oh wow, this is giving me major anxiety just reading about it! I can't imagine how stressed you must be with $3000+ just vanishing like that. I haven't had this exact issue happen to me yet (knock on wood), but reading through all these comments is both helpful and terrifying - it sounds like MOHELA has some serious payment processing problems that they really need to fix! Based on what everyone else is sharing, it seems like you definitely need to escalate this beyond regular customer service ASAP. The tips about asking for the "Payment Research Department" and calling first thing in the morning sound really smart. And definitely document everything with screenshots and timestamps like others mentioned. I'm also wondering - have you tried logging into your MOHELA account from a different device or browser? Sometimes their website can be glitchy and not display information properly. It's a long shot, but worth checking if the payment might show up differently on mobile vs desktop or in a different browser. Really hoping you get this resolved quickly - please keep us updated on what works! This whole thread is going to be super helpful for anyone else who runs into this nightmare situation. You shouldn't have to fight this hard just to get your own payment properly processed! 😤

I've been battling with MOHELA for almost 2 months now trying to resolve an issue with my income-driven repayment recertification, and this thread is absolutely incredible! You all have basically created the ultimate MOHELA customer service playbook that I wish I had found weeks ago. I'm definitely going to try the 7:00 AM sharp strategy tomorrow - love that multiple people have confirmed this works. The Spanish line hack is genius @Landon Flounder, and @Emma Wilson your payment line workaround is brilliant! I never would have thought to approach it from that angle. Also really appreciate @Carmella Popescu's tech support line idea - sometimes you have to get creative with these bureaucratic systems. The documentation advice is spot on too - I've started screenshotting every error message and keeping call logs, which has already helped when I had to explain my situation to different reps. It's honestly both frustrating and impressive how resourceful we've all had to become just to manage our own loans! This community is doing more to help borrowers navigate MOHELA than their actual customer service department. Thank you all for sharing these battle-tested strategies - you're giving me hope that I can actually get this resolved! 🙏

I've been struggling with MOHELA for the past month trying to get my forbearance paperwork processed, and honestly this thread is like finding a goldmine of actually useful strategies! Reading through everyone's creative solutions gives me so much hope after weeks of getting disconnected and dealing with their terrible phone system. I'm definitely going to try the 7:00 AM sharp approach tomorrow - setting my alarm for 6:58 just to be safe! The Spanish line hack is absolutely brilliant, and I love the payment department workaround too. It's honestly wild that we need to be this strategic just to talk to someone about our own loans, but I'm so grateful everyone is sharing what actually works. One thing I'll add - I've had some luck calling right after lunch (around 1:00 PM EST) on weekdays. Not as good as the early morning success rate people are reporting, but better than evenings when everyone else is trying to call. Also keeping detailed notes of every attempt has been helpful when I finally do get through to someone. This community is doing more to help borrowers than MOHELA's actual support team! Thank you all for turning this nightmare into an actual action plan 🙏

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'm so sorry you're dealing with this - it's absolutely maddening when your money just vanishes into their system! I haven't had this exact issue with MOHELA yet, but I've definitely had payment processing nightmares with other servicers before. One thing I learned is to always screenshot everything the moment you make a payment - confirmation pages, transaction IDs, everything. It sounds like you're already getting some solid advice here about calling early, getting trace numbers from your bank, and documenting everything. The CFPB complaint route that Pedro mentioned is legit - I've seen them actually force servicers to respond when nothing else worked. Hang in there and don't let them gaslight you into thinking this is normal! 💪

I feel your pain! This exact thing happened to me about 3 months ago and it was absolutely infuriating. My bank showed the money was withdrawn but MOHELA kept insisting they never received it. What finally worked for me was filing a complaint with the CFPB (like Pedro suggested) AND simultaneously reaching out to MOHELA on Twitter. For some reason, their social media team actually has more power to escalate things than their phone reps. Within 48 hours of tweeting about it, I had someone from their executive customer service team calling me directly. They found the "lost" payment in their system and fixed it immediately. Sometimes you have to make noise publicly to get results unfortunately. Also definitely get that trace number from your bank - that was crucial evidence in my case. Don't give up! 💪