MOHELA payment count issue - Need help getting transferred to supervisor
I've been dealing with a payment count issue with MOHELA for my student loans. I filed a formal complaint with FedLoans, but they insist I need to reach MOHELA directly to resolve this. I finally got through to an agent, but they're trying to get permission to transfer me to a supervisor. Has anyone else experienced this? Any advice on how to get this resolved quickly?
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Evelyn Kelly
Ugh, I feel your pain. I've been dealing with MOHELA for months now. It's like talking to a brick wall sometimes. Have you tried escalating your case through their online portal? Sometimes that gets more attention than just calling.
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Kiara Greene
•I haven't tried the online portal yet. Thanks for the tip! Did it work for you?
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Evelyn Kelly
•It helped a bit. Got a response within a week, which is faster than usual. Still not perfect, but better than nothing 🤷♂️
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Paloma Clark
•Online portal is hit or miss imo. I've had better luck with email tbh. At least you have a paper trail that way.
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Heather Tyson
I found a method to get someone on the phone. I used this site's (claimyr.com) calling tool that dials the phone menu, stays on hold, waits for a live agent to pick up, then sends the call to my phone. It does cost $20, but it works. Here's a video explaining it: https://youtu.be/kfgsWnbb8cU
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Raul Neal
•Sounds too good to be true. Does it really work? $20 seems steep just to make a phone call.
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Heather Tyson
•It does work! I was skeptical too, but it saved me hours of hold time. Worth it for me, but ymmv.
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Jenna Sloan
•Idk man, seems kinda sketchy. How do you know they're not just stealing your info?
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Heather Tyson
•I get the concern, but they don't ask for any personal info. They just call and connect you. It's legit, I promise!
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Christian Burns
Here's what worked for me: 1. Document EVERYTHING. Every call, email, letter. Keep a detailed log. 2. Use the CFPB complaint portal. It's like magic - companies have to respond. 3. Contact your congressperson's office. They have staff dedicated to helping with federal issues. 4. Be persistent but polite. The person on the other end isn't personally responsible for your issue. 5. If possible, get everything in writing. Verbal promises mean nothing. It took me about 3 months, but I finally got my payment count sorted. Don't give up!
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Kiara Greene
•Wow, thank you so much for this detailed advice! I'll definitely try the CFPB complaint portal. Did you have to provide any specific documentation when you contacted your congressperson?
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Christian Burns
•For the congressperson, I just needed to provide a brief summary of the issue, my contact info, and sign a privacy release form. They took care of the rest!
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Sasha Reese
•This is gold 💯 Saving this for later, thanks for sharing your experience!
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Zoe Alexopoulos
•This is incredibly helpful! I'm dealing with a similar situation and had no idea about the CFPB complaint portal. Quick question - when you say "document everything," do you mean just keeping notes, or should I be requesting written confirmations from MOHELA after each call? Thanks for taking the time to share your experience!
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Muhammad Hobbs
have u tried threatening legal action? sometimes that lights a fire under their a**es lol
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Noland Curtis
I'm in the same boat, OP. Been trying to get this sorted for 6 months now. It's ridiculous how broken the system is. Hang in there!
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Kiara Greene
•6 months?! That's insane. I hope we both get this resolved soon. Good luck!
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Diez Ellis
Pro tip: call right when they open. Less wait time and sometimes you get the more experienced reps who came in early.
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Vanessa Figueroa
•This! Also, avoid calling on Mondays or right after a holiday. Those are usually the busiest times.
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Abby Marshall
Anyone else notice how MOHELA's systems always seem to be 'down' or 'updating' whenever there's a surge in calls? 🤔 Seems sus to me...
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Sadie Benitez
•Omg yes! I swear its like they do it on purpose to avoid dealing with us 🙄
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Drew Hathaway
•Nah, I used to work in a call center. Systems really do go down a lot, especially when there's high volume. It sucks, but it's not usually intentional.
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Laila Prince
Hey OP, what exactly is the issue with your payment count? I might be able to help if it's similar to what I went through.
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Kiara Greene
•They're not counting some of my payments from when I was with a different servicer. I have proof I made the payments, but MOHELA says they don't show up in their system.
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Laila Prince
•Ah, classic. You need to request a payment history from your old servicer and submit it to MOHELA. Also, check if you qualify for the one-time payment count adjustment under the PSLF waiver. That might solve your problem automatically.
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Isabel Vega
unpopular opinion: maybe if we all stopped paying theyd actually fix their broken system 🤷♀️
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Dominique Adams
•Yeah, no. That's a great way to tank your credit score and end up in collections. Don't do this.
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Isabel Vega
•it was mostly a joke lol but fr something needs to change
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Daniel Rivera
I'm going through something similar right now! One thing that helped me was asking the agent to document our conversation in their notes system before transferring me. That way when I got to the supervisor, they could see exactly what had been discussed. Also, if they say they need permission to transfer, ask for the supervisor's direct line or extension - sometimes they'll give it to you. The whole system is so frustrating, but persistence really does pay off. Keep pushing for that supervisor transfer!
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Faith Kingston
•This is really smart advice! I never thought to ask them to document the conversation in their notes. That could save so much time from having to re-explain everything. Did you have any luck getting the supervisor's direct line, or did they usually refuse to give it out?
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Scarlett Forster
I've been dealing with MOHELA for over a year now and I feel your frustration! One thing that really helped me was keeping detailed records of every interaction - date, time, rep name, and what was discussed. When you do get transferred to a supervisor, having all that info ready makes a huge difference. Also, don't be afraid to politely but firmly ask for escalation if the first-level agent can't help. Sometimes they have more authority than they initially let on. The system is definitely broken, but persistence really does work. You've got this! 💪
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Darcy Moore
•Thank you so much for the encouragement! I really needed to hear that persistence works. I've been feeling pretty defeated after going in circles with different agents. Your tip about keeping detailed records is spot on - I wish I had started doing that from day one. Quick question: when you say the agents sometimes have more authority than they let on, how do you politely push for that without being rude? I don't want to burn bridges but I also don't want to get the runaround anymore.
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Tobias Lancaster
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! 🤞
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Steven Adams
•This is incredibly helpful advice! I love the idea of being specific about WHY you need supervisor-level review - that sounds way more professional than just demanding to speak to someone higher up. The tip about staying on hold even when they say they need "permission" is gold too. I bet you're right that some people give up during those long holds. Thanks for sharing what actually worked for you - it gives me hope that there's light at the end of this tunnel! Going to try your approach next time I call.
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Diego Chavez
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! 🙏
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