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'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'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!

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 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!