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!

Also, make sure to call early in the morning or later in the afternoon - I've found mid-day is when they're swamped. And definitely have your account number ready to go, they'll ask for it right away. One more thing - if you're calling about payment issues, have your bank routing/account info handy in case they need to update anything. Hope your call goes smoothly!

I've dealt with MOHELA multiple times and here's what I wish someone had told me: call with a specific goal in mind, not just "I have issues." Write down exactly what you want to accomplish (payment plan change, account question, etc.) and stick to that agenda. Also, if the call goes badly or you don't get what you need, hang up and try again later - sometimes you just get a better rep the second time around. Don't be afraid to be persistent!

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 feel your pain! This exact thing happened to me about 3 months ago and it was absolutely infuriating. My bank showed the money was withdrawn but MOHELA kept insisting they never received it. What finally worked for me was filing a complaint with the CFPB (like Pedro suggested) AND simultaneously reaching out to MOHELA on Twitter. For some reason, their social media team actually has more power to escalate things than their phone reps. Within 48 hours of tweeting about it, I had someone from their executive customer service team calling me directly. They found the "lost" payment in their system and fixed it immediately. Sometimes you have to make noise publicly to get results unfortunately. Also definitely get that trace number from your bank - that was crucial evidence in my case. Don't give up! 💪

I just went through this exact nightmare with MOHELA! Here's what finally worked for me - when you call, immediately ask to be transferred to the "Account Resolution" department instead of regular customer service. They're more equipped to handle these forbearance/IDR mix-ups. Also, have your FSA ID ready because they'll want to look at your federal account too. The issue is usually that your forbearance status and IDR enrollment aren't syncing properly in their system. Don't let them tell you to "wait and see" - demand they fix it on the call. I literally stayed on the phone for 3 hours until they sorted mine out. It's ridiculous that we have to fight this hard, but it's worth it to get your account straightened out!

I'm dealing with the exact same thing right now! It's like MOHELA's system can't figure out whether I'm on forbearance or my IDR plan. I've been getting conflicting information every time I call - one rep tells me I'm still on forbearance, another says I'm on IBR, and then my account shows I owe payments that should be covered. It's absolutely maddening! Has anyone had success getting them to actually look at both statuses at the same time instead of treating them like separate issues? I feel like there's some kind of system glitch where they can't see the whole picture of what's supposed to be happening with our accounts.

Has anyone else noticed that MOHELA's website is always "under maintenance" when you actually need to use it? 🙄

I'm going through the exact same thing right now! Applied for SAVE about 3 weeks ago, FSA shows it's processed, but radio silence from MOHELA. It's so frustrating because you don't know if there's an issue or if they're just slow. I've been checking my account daily like a crazy person 😅 From reading through these comments, it seems like calling them might be the way to go, even though the wait times sound brutal. Let me know if you hear anything - maybe we can compare notes!