Consumer complaint received 2023-01-19
Company: MOHELA
State: NC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
In XXXX of XXXX, I called after my account was transferred to Mohela from XXXX. I was checking on whether all the documents had been transferred and if my loan forgiveness form was being processed. As I had one employer who would not sign the form for forgiveness I asked what paperwork I could submit to prove that I did work for the XXXX XXXX XXXX and that they were a qualifying employer. This is on the XXXX of XXXX. I was told that I a copy of my W2 's would suffice as proof of employment. The person I spoke with also checked with her supervisor to ensure that she was correct. I believe her name was XXXX. She confirmed that I would need to submit the W2 's for the years I worked for XXXX. I submitted the IRS W2 wage statement for these years. I also requested the payments I made during the covid pause be returned to me. I called again in XXXX around the XXXX to double-check that the document was received and that it would be enough for the forgiveness to be completed as XXXX was my 120 payment. I was told it was fine but the person who reviewed my account in XXXX did not review the IRS document and therefore I was only given a payment count of 80 months. She said she would resubmit the documents with a note on my account to ensure that the IRS form was looked at and it would take 60-90 days. I spoke with XXXX on the chat box today ( XX/XX/XXXX ) to ensure that my IRS document was being reviewed as I was near the end of the 90-day wait period. She informed me that this document would not count for forgiveness and that my request for forgiveness after 120 payments would not happen. I asked to speak with a supervisor and she gave me a phone number. I called the number after I was done speaking with XXXX and was informed after XXXX mins of them reviewing my account that this form was not correct and that I needed to submit paystubs from XXXX XXXX XXXX Having not worked for the XXXX XXXX XXXX for almost six years I no longer have access to the paystubs which were provided electronically at that time. I have been misinformed on multiple occasions by several people every time I speak to someone at Mohela. I have emailed the XXXX XXXX XXXX to get access to the paystubs from this time if they are available. I have received an email from XXXX payroll stating that the paystubs are not available but was told they will print a cumulative payroll report which will have the same information as the paystubs. I do not know if this will be accepted by Mohela as I was told today ( XX/XX/XXXX ) that only the paystubs from this time period will be accepted. I have done everything that was asked of me by this company and they not providing me with the correct information or any alternatives if I can not access my paystubs. My IRS document providing my W2 information from these years should be accepted as proof of employment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief