This is such a common and frustrating issue with MOHELA! I went through the exact same thing about 4 months ago and felt like I was losing my mind. The payment showed up as processed on my bank's end but was completely invisible on MOHELA's website. Here's what worked for me: I called them right at 8 AM when they opened (seriously, set an alarm - the wait times are SO much better early morning) and had all my documentation ready - bank statement screenshot showing the withdrawal, transaction reference number, exact date and amount. The customer service rep was actually really helpful and found my payment in what she called their "unprocessed electronic payments" queue. Apparently this happens more than they'd like to admit, especially with certain banks. She was able to manually push it through and it showed up on my account within 24 hours. Also definitely send a secure message through their website portal with all the same info as backup - having multiple contact points seems to help move things along. Your payment isn't lost, it's just stuck in their system somewhere! Stay persistent and you'll get it sorted out. Good luck! 🤞

I'm so sorry you're going through this stress! This exact scenario happened to me about 2 months ago and I was absolutely panicking. Here's what I learned: your payment is almost certainly not lost, it's just stuck somewhere in MOHELA's processing system. I ended up calling them at exactly 8 AM (seriously, set that alarm - the wait times are dramatically shorter first thing in the morning) with all my documentation ready: bank statement screenshot, transaction reference number, exact payment amount and date. The rep I got was super helpful and found my payment sitting in their "pending electronic transactions" queue within minutes. She explained that this happens fairly regularly due to processing delays between different banks and their system. She manually pushed it through and it appeared on my account the next day. My advice: call tomorrow at 8 AM sharp, have everything documented and ready to go, and also send a secure message through their website with the same info as backup. Don't panic - this is definitely a known issue on their end and gets resolved once you can get someone on the phone to look into it. You've got this! 💪

OMG this thread is giving me PTSD flashbacks! I went through this exact same nightmare about 3 months ago and it took me almost 2 weeks to get it resolved. Here's what finally worked for me after trying literally everything: 1) The SSN formatting thing is 100% real - try it with no dashes, no spaces, exactly 9 digits 2) Make sure your browser isn't auto-filling any fields with saved info that might be slightly off 3) Try logging in at like 6 AM or really late at night when their servers aren't dying 4) If you've EVER had any name changes (even hyphenated names), that can mess things up The thing that actually solved it for me was calling them and having them manually reset my online account profile. Took 45 minutes on hold but the rep was able to see that my account existed but there was some weird data mismatch in their system. In the meantime, definitely use that phone payment line - the $3 fee is worth not stressing about late payments. And yes, once you get back in, SET UP AUTOPAY immediately! I learned my lesson and never want to deal with their broken login again 😅 Hang in there - this is frustratingly common but it does get resolved eventually!

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 absolutely terrifying and I feel for you so much! Having over $3000 just disappear is a nightmare scenario. I actually had a similar issue with MOHELA about a year ago with a $1,900 payment, and here's what I learned that might help: When you do get through to someone (and definitely try that early morning call strategy others mentioned), ask them to check their "ACH processing logs" specifically. My payment had been processed but got stuck because of a "name mismatch" between what I had on file and what my bank sent - even though it was just a tiny difference in how my middle initial was formatted. Also, this might sound obvious but make sure to check if MOHELA applied your payment to a different loan than intended. Sometimes large payments get auto-applied to whatever loan has the highest interest rate, even if that's not what you selected. I've seen people panic about missing payments only to find out it went to their graduate loan instead of their undergrad loan. One more thing - if you're comfortable sharing, what method did you use to make the payment? Credit card, bank transfer, or direct debit? Different payment methods sometimes have different processing timelines and error patterns with MOHELA's system. Really hoping you get this resolved quickly - keep fighting for your money! 💪

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! 🤞

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've been through this exact same situation! What finally worked for me was being very specific about what I needed when asking for the supervisor transfer. Instead of just saying "I need to speak to a supervisor," I would say something like "This payment count discrepancy requires supervisor-level review as it involves records from my previous servicer that aren't showing in your system." Also, if they put you on hold to "get permission," don't hang up! I learned that sometimes they're hoping you'll give up. Stay on that line even if it takes 20-30 minutes. And here's a trick I discovered - ask for the supervisor's name before they transfer you. It makes the transfer feel more official and they're less likely to back out. The whole process is absolutely maddening, but you're doing the right things. Keep pushing for that supervisor - they really do have different tools and authority to fix these issues. Good luck! 🤞

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! 🙏