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! 💪

Diego, I'm so sorry you're dealing with this mess! MOHELA promised me forbearance back in November and it took THREE separate calls and filing a complaint before they actually applied it. Here's what worked for me: • Call and ask to speak with a supervisor immediately - don't waste time with regular reps • Reference the EXACT date of your January call and ask them to pull the call recording • Use the phrase "breach of verbal agreement" - they hate that • Demand they backdate the forbearance to when it should have started • Get a confirmation number for any changes they make Also, screenshot everything on your account before calling so you have proof of what it looked like. They tried to gaslight me saying I never applied for anything until I had screenshots. Stay strong - you've got this! 💪

Diego, you're definitely not alone in this nightmare! I had the exact same issue with MOHELA last fall. They promised me forbearance in September, said it would be processed "within 2 weeks" and I didn't see it applied until December after multiple calls and complaints. Here's my advice based on what finally worked: • When you call, immediately ask for the "Student Loan Resolution Team" - they have more authority than regular customer service • Tell them you need a "case escalation" due to unfulfilled promises from January • Ask them to notate your account with the forbearance commitment they made • Request they apply retroactive administrative forbearance back to when payments were supposed to stop • Get the rep's direct extension if possible for follow-ups Also, if you have any emails or confirmation numbers from your original applications, mention those specifically. MOHELA seems to "lose" applications regularly but they can usually find them if you have reference numbers. Don't give up - it's frustrating as hell but they will eventually fix it if you stay persistent. You shouldn't have to pay for their processing delays! 🙏

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 💪

This whole thread is incredible - I feel like I've found my people! 😭 I've been trying to reach MOHELA for over a month about a payment allocation error and was starting to lose my sanity. The fact that we're all here sharing phone system "hacks" like we're trying to break into Fort Knox just to talk about our own loans is absolutely wild. I'm definitely going to try the 8 AM sharp strategy and that * then 0 trick tomorrow. Has anyone had success with their callback feature? I requested one last week but I'm not holding my breath. It's honestly comforting to know I'm not alone in this nightmare, even though it's terrifying that this is just... normal for them apparently. Thank you all for sharing your hard-won wisdom - you're literally lifesavers! 🙏

This is so frustrating but unfortunately not uncommon with MOHELA. I had a similar experience where a supervisor promised to manually adjust my payment count within 5 business days, but nothing happened for weeks. What finally worked for me was filing a complaint with the Federal Student Aid (FSA) Ombudsman - they have more authority to push servicers like MOHELA to actually follow through. You can submit a complaint online at studentaid.gov/feedback-ombudsman. Also, when you do get back in touch with MOHELA, ask for the supervisor's direct phone number and extension so you can follow up directly rather than going through the main customer service line again. Document everything and don't let them off the hook!

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 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!