I went through something similar last year! One thing that really helped was being super specific about the date range and mentioning that it's for NHSC documentation requirements. Also, try calling early in the morning (like 8 AM) - I had better luck getting through to someone who actually knew what they were doing. And definitely echo what @Eloise Kendrick said about getting names and employee IDs. I actually had to call back three times before I got someone who could pull the detailed records I needed. Don't give up - the documentation is there, you just need to find the right person who knows how to access it!

I actually had this exact same issue when I was dealing with my NHSC loan repayment documentation! Here's what worked for me: when you call MOHELA, specifically ask for a "Payment History Report for Federal Program Compliance" - that's the magic phrase that seems to unlock the right type of detailed report. Also, mention that you need it to include any third-party payments (like NHSC disbursements) with dates and amounts clearly identified. If the first rep can't help, politely ask to be transferred to their "Federal Programs" or "Third Party Payment" department. It took me about 3 calls, but I finally got a rep who knew exactly what I needed and had it emailed to me within 2 business days. The key is being persistent and using the right terminology. You've got this! 💪

Hey Diego! I just went through this exact same situation a few months ago and it was absolutely maddening. MOHELA told me the same thing in December - that I'd be on forbearance "by end of month" and then... nothing happened for weeks. What finally got them to move was when I started keeping a detailed log of every interaction and then sent them a formal written complaint through their website referencing all the broken promises. I also mentioned that I was considering filing with the Department of Education's Federal Student Aid office since they weren't honoring their own commitments. Within 48 hours of sending that written complaint, I got a call back from a supervisor who not only applied the forbearance retroactively but also adjusted my payment history. The key things that seemed to make a difference: • Being very specific about dates and what was promised • Using formal complaint channels (not just phone calls) • Mentioning potential escalation to federal oversight • Asking for everything in writing Don't let them wear you down - you deserve to have them follow through on what they promised you in January. Keep fighting and document everything! 💪

Diego, I'm dealing with the exact same issue right now! MOHELA told me in December that my SAVE application was being processed and I'd be on administrative forbearance "within 10 business days." Here we are in March and I'm still getting payment notices like nothing happened. What's really frustrating is that every time I call, I get a different story. One rep tells me my application is "under review," another says they need more documentation (that I already submitted twice), and the last one acted like they'd never heard of my case before. I'm going to try some of the strategies mentioned here, especially the written complaint approach and asking for the Student Loan Resolution Team. It's ridiculous that we have to jump through all these hoops when they're the ones who made the promises in the first place. Has anyone had success getting their old payments recalculated under IDR after finally getting on forbearance? That's my biggest concern - I don't want to be stuck with these massive payment amounts when I should qualify for much lower payments under the income-driven plan. Stay strong and keep fighting! We shouldn't have to deal with this mess just because MOHELA can't keep their word 😤

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.

Reading through all these comments as someone who just got transferred to MOHELA from Nelnet - I'm genuinely terrified now! 😰 But also incredibly grateful that you all are sharing these strategies. I had no idea it was this bad. Just wanted to add that I work in customer service for a different company, and from an insider perspective, the reason a lot of these "hacks" work is because most call centers have poorly designed phone systems that were never updated. The * then 0 trick, calling at specific times, and using alternate department numbers are all ways to bypass their queue management system that's probably from 2005. It's not your fault that basic customer service is this hard - their infrastructure is just broken. Definitely saving this thread as my MOHELA survival guide! Thanks everyone for turning this nightmare into a community effort 💪

Wow, this thread is like a masterclass in MOHELA survival! 😅 I just got assigned to them last month and honestly had no idea what I was walking into. The fact that we need elaborate strategies just to reach customer service about our own loans is absolutely insane. I'm definitely going to try the 8 AM sharp calling method and that * then 0 bypass trick - you all are legends for sharing these tips! It's both comforting and terrifying to see I'm not alone in this struggle. Bookmarking this entire conversation as my official MOHELA battle plan. Thanks for turning this nightmare into a community effort! 🙏