MOHELA supervisor agreed to fix payment count issue but didn't follow through. What now?

Ugh, MOHELA is the worst! I've been in the same boat for months. It's like talking to a brick wall sometimes. Have you tried sending a follow-up email to document everything? That way you have a paper trail.

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 about it: https://youtu.be/kfgsWnbb8cU

Have you tried reaching out to your state's ombudsman? They can sometimes light a fire under these agencies and get things moving.

MOHELA is a joke fr 🤡 I've been fighting with them for like 6 months over a simple payment issue. It's like they purposely make everything difficult.

Here's what I've learned from dealing with MOHELA for the past year: 1. Always get everything in writing. After every call, send a follow-up email summarizing what was discussed and agreed upon. 2. Keep detailed records of all interactions, including dates, times, and names of representatives. 3. Use their online portal to submit formal complaints. This creates an official record. 4. If you're not getting anywhere, ask to escalate to a supervisor immediately. 5. Consider reaching out to your state's attorney general's office or the Consumer Financial Protection Bureau if MOHELA continues to not follow through. 6. Join the MOHELA Borrowers Facebook group. Lots of good info and support there. 7. Be persistent. It's frustrating, but don't give up. Keep calling and emailing until you get results. Hope this helps! Hang in there, OP. 💪

have u tried threatening legal action? sometimes that gets their attention real quick

I feel your pain, OP. The whole system is broken. We shouldn't have to jump through so many hoops just to get basic customer service. It's exhausting.

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!