MOHELA Faces Scrutiny for Alleged 'Call Deflection' and Student Loan Program Mismanagement

MOHELA scrutiny call deflection Federal loan program accusations student loan program mismanagement

By E.Baloyo , Parent Herald Mar 01, 12:11 am

The Missouri Higher Education Loan Authority (MOHELA) is now under the magnifying glass, grappling with serious allegations of orchestrating a strategic "call deflection scheme" and fumbling the administration of the federal loan program.

The allegations, brought forth by prominent education groups, have ignited a heated debate over the practices of one of the nation's largest student loan companies.

As the spotlight intensifies on MOHELA, the American Federation of Teachers and the Student Borrower Protection Center have released a comprehensive report outlining the alleged mismanagement within the student loan giant.

This report, obtained through public information laws, paints a troubling picture of MOHELA's handling of the federal loan program, particularly the Public Service Loan Forgiveness (PSLF) initiative.

Systemic Issues in Public Service Loan Forgiveness Program

The focal point of the accusations revolves around MOHELA's role in administering the Public Service Loan Forgiveness program.

The report contends that MOHELA allowed a backlog in PSLF applications to burgeon, leaving nearly a million forms unprocessed. This backlog, the report argues, has adversely affected borrowers who have diligently served in public service-oriented jobs, such as teachers and government employees.

Some borrowers, the report alleges, were incorrectly informed that they did not qualify for the PSLF program, while others had their payments inaccurately counted, potentially jeopardizing their eligibility for full relief.

Adding another layer to the saga, the report delves into what it characterizes as a systematic call deflection. The report delves into what it characterizes as a systematic "call deflection scheme" employed by MOHELA.

The executive director of the Student Borrower Protection Center, Mike Pierce, asserted, "There is substantial evidence indicating that questionable activities are unfolding in Missouri."

In response, the company rebuffed the accusations, dismissing them as untrue, disingenuous, and characterizing them as merely a publicity stunt.

According to the findings, MOHELA strategically diverted borrowers from seeking assistance through customer service representatives.

The company's internal plan, outlined in July, purportedly included measures to encourage self-service online, hindering borrowers from promptly resolving their issues.

Critics argue that this intentional strategy was implemented to save the company money, potentially at the expense of borrowers facing challenges in repaying their student loans.

Escalating Tensions Amid Student Loan System Challenges

The back-and-forth between MOHELA and education advocacy groups amplifies against the backdrop of the Biden administration's reliance on student loan companies to execute signature debt relief policies.

This clash occurs at a critical juncture when student loan forgiveness has become a significant topic in the political landscape.

The ongoing friction between student loan companies and key Democratic constituencies further complicates the landscape, adding pressure on the federal government to reconsider the current student loan system.

The accusations against MOHELA have thrown the company into the midst of a contentious debate over the integrity of its practices.

As the allegations of "call deflection" and program mismanagement linger, the broader implications for the student loan industry and the borrowers it serves remain uncertain.

The Biden administration, in the midst of its efforts to address the student debt crisis, faces additional challenges as it grapples with the complexities raised by these accusations against a major player in the student loan landscape.