This thread is a goldmine of information! I've been struggling with MOHELA for weeks now and was starting to think I was the problem. Reading everyone's experiences and tips has been both validating and incredibly helpful. I'm definitely going to try the 8 AM sharp calling strategy and that technical support line workaround. It's absolutely ridiculous that we need a whole strategy guide just to contact our loan servicer, but I'm grateful this community exists to share these hard-won tips. The fact that so many people are having the exact same experience really shows how broken their system is. Thanks to everyone for sharing - you've given me hope that there might actually be a way through this nightmare! 🙏

I've been dealing with MOHELA for about 8 months now and honestly, this thread is like finding a treasure chest of survival tips! 😭 I can't believe we all have to become customer service ninjas just to talk about our own loans. One thing I discovered recently is that if you call their main number and immediately press * then 0 during the greeting message, it sometimes bypasses part of the menu system. Also, I've had luck calling at exactly 12:01 PM - seems like that's when they come back from lunch break and there's a brief window before the afternoon rush hits. The whole situation is absolutely insane though. I shouldn't have to study their phone system like it's a final exam just to make a payment or ask a simple question! Thanks everyone for sharing your experiences - at least we're all suffering through this together 💪

Have you checked if theres a way to stop payments online? Sometimes its easier to do stuff through their website than actually talking to a human

I feel your pain! MOHELA's phone system is absolutely terrible. Here's what finally worked for me: try calling the forbearance/deferment line instead of the main customer service number. The wait times are usually shorter and they can often help with payment issues too. The number is on their website under "Contact Us" - look for the specific forbearance option. Also, if you're trying to stop payments temporarily, you might want to look into economic hardship deferment or forbearance options which you can sometimes apply for online. Good luck!

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! 🙏

I went through something similar about 6 months ago. The payment showed as processed on my end but MOHELA claimed they never received it. What finally worked for me was getting my bank to provide a trace number for the electronic transfer and then providing that to MOHELA's escalation team. It took about 3 weeks total but they eventually found the payment and credited my account. Don't give up - keep pushing them for answers and make sure you get reference numbers for every call you make!

This is such a nightmare situation! I had something similar happen with a different loan servicer a few years back. One thing that really helped me was creating a timeline document with screenshots of everything - bank statements showing the withdrawal, confirmation emails, etc. Then I escalated to their supervisor level immediately instead of dealing with regular customer service. Also, if you haven't already, check if your state has a student loan ombudsman office - they can sometimes intervene when servicers aren't being responsive. The whole process is incredibly frustrating but don't let them wear you down!

I went through this exact same frustrating situation last year! The key is to be super persistent and document everything. Here's what finally worked for me: Call them first thing in the morning (around 8 AM) when wait times are shorter, and when you get through, ask specifically for the "account reconciliation department" - they're the ones who can actually fix SSN mismatches in their system. Also, while you're dealing with this, send them a certified letter explaining that you're unable to pay due to their technical error and requesting they place a hold on any late fees or credit reporting. This protects you legally and shows you're acting in good faith. Keep screenshots of every error message with timestamps - this documentation saved me from wrongful late fees. Don't give up! Their system has known issues but it IS fixable once you get the right person to look at your account.

This is such a common problem with MOHELA - you're definitely not alone! I had a similar issue where their system couldn't find my account even though I was getting bills. What finally worked for me was calling and asking them to check if there are multiple accounts under slight variations of my name or SSN. Sometimes when loans get transferred between servicers, duplicate or partial records get created. Also, try logging in using any old account numbers from previous statements if you have them - sometimes that bypasses the SSN lookup entirely. In the meantime, make sure to send them written notice (email is fine) that you're trying to pay but can't access your account due to their technical error. This protects you from late fees and credit damage while they sort it out. Keep all your documentation and don't let them make this your problem when it's clearly their system glitch!