Consumer complaint received 2023-09-26
Company: MOHELA
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
PSLF FORM : I submitted my PSLF forms beginning in XXXX XXXX   -- as soon as they announced the special waiver. I have been working in public service since before XXXX, but never on the correct payment plan. 

Most of my public service has been adunct teaching and schools generally just listed me for 10-15 hours a week, even though I was teaching multiple classes each semester. 

When the updated information on how to account for adjunct teaching ( 3.35 hours per credit hour taught ), I contacted XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX for an updated form. They processed my form with 29 hours a week, which -- combined with my XXXX hours -- would give me credit for 18 payments ( XXXX XXXX XXXX XXXX XXXX  ). 

I forwarded the updated form to Mohela on XX/XX/XXXX, with this cover letter : To Whom It May Concern : My original hours certification for my adjunct teaching at XXXX XXXX XXXX XXXX XXXXXXXX did not reflect the guidance regarding hours certification. 

If you are a non-tenure or adjunct faculty member at an institution of higher education meaning you are paid solely for the credit hours you teach, you meet the definition of full-time if you are employed the equivalent of 30 hours per week as determined by multiplying each credit or contact hour taught per week by at least 3.35. 

If you are employed part-time by more than one qualifying employer simultaneously, you may meet the full-time employment requirement if you work a combined average of at least 30 hours per week with your employers. 

XXXXXXXX XXXX has updated my certification and it is attached. 

Please feel free to contact me if you have any questions. 


Mohela ignored this letter. They waited until XX/XX/XXXX -- more than 30 days -- to process the form, and then marked it as duplicate. 

I tried calling before XXXXXXXX XXXX Eastern on XX/XX/XXXX to get this fixed. The recorded greeting said a 30 minutes wait. I was on hold for 38 minutes before I gave up. 


PAYMENT COUNT : Today is XX/XX/XXXX and I still don't have my XXXX payment showing up on my payment count. 

With the 18 payments from XXXX and my XXXX payment, I should be at XXXX payments. XXXX is the last payment I need. 

PAYMENT DUE I called on XX/XX/XXXX to determine my payment amount. I thought I would avoid the XXXX rush. I was told my the customer service person that the Standard Plan would work for PSLF and my payment would be {$110.00} or {$110.00} a month. I was told I had to apply for this and it would take 4-5 business days. 

On XX/XX/XXXX, I emailed to check on this with the following info : Hi, I contacted MOHELA in XXXX XXXX about what my new payment will be. I am trying to qualify for PSLF. I was told I had to apply for the standard repayment plan and get approved for it and it would take 3-5 days. Nothing on my account has been processed for weeks. Not repayment options, not a slew of PSLF forms. Traditional/Alternative Repayment Options Processing XXXX PSLF Manual Application- XXXX XXXX XXXX Processing XX/XX/XXXX PSLF Manual Application- XXXX XXXX XXXX Processing XXXX  PSLF Manual Application- XXXX XXXX XXXX  Processing XX/XX/XXXX PSLF Manual Application- XXXX XXXX XXXX Processing XXXX  PSLF Manual Application- XXXX XXXX XXXX Processed XXXX  Please look into this. I am still employed by the XXXX XXXX XXXX and will be for the rest of the year, at least. I am either at 120 payments or within a payment or two and I would like to be done. I cried when I took these loans out in XXXX and I will be cheering when they're done. Best, XXXX XXXX is XX/XX/XXXX and my email still hasn't been responded to. My payment is still showing as XXXX and I'm still on the Extended Payment Plan. Also, I don't believe Mohela gave me the right info. My loans were consolidated in XXXX  and according to StudentAid.gov, the Standard Payment Plan for Consolidated Loans does not qualify for PSLF, I need to be on an income-linked plan.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation