Consumer complaint received 2023-05-16
Company: MOHELA
State: NC
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
In XX/XX/XXXX my loans were transferred from XXXX to Mohela. Once they were transferred, I submitted my Employment verification form under the temporary waiver on XX/XX/XXXX to meet the XX/XX/XXXX deadline. I received notification from Mohela on XX/XX/XXXX my form was missing information. I called Mohela shortly after ( I think XX/XX/XXXX ) and spoke with XXXX XXXX employee ID XXXX ) who verified there was no missing information and he would resubmit it with those notes and that " it should '' still be considered as on time for the XX/XX/XXXX deadline. I received notification from Mohela on XX/XX/XXXX that I was not yet eligible for forgiveness. At that time they also provided me with an updated PSLF loan count, which was incorrect. Fine, not eligible under the waiver, but I needed my PSLF loan count to at least be correct. 
Before my loans were transferred away from XXXX I had them provide me with an updated PSLF count. The XXXX count showed that Loan Sequence 7 & 9 would be eligible for forgiveness XX/XX/XXXX, Loan Sequence 11 & 12 in XX/XX/XXXX, and Loan Sequences 1-6, 8 & 10 in XX/XX/XXXX. Mohela 's dates were off by more than 12 months, thus extending how much longer I had before I would be eligible for forgiveness. 
I have only had two employers the past 10 years and with no gaps in employment and have verified my employment every year and always made qualifying payments under the right payment plan. 
I called Mohela XX/XX/XXXX to attempt to have this fixed - I spoke with XXXX ( employee ID XXXX, in training ) and went through each loan sequence in detail and reviewing my employment dates to verify the correct counts - she said it would take 10 days to receive an updated count on the website but that it looked correct on her end after we spoke. I then waited a couple days and submitted an updated Employment Verification Form on XX/XX/XXXX verifying my employment with my employer through XX/XX/XXXX so that they could verify Loan Sequence Loan Sequence XXXX & XXXX would be eligible for forgiveness XX/XX/XXXX, Loan Sequence 11 & 12 in XX/XX/XXXX. Instead I received notification that I submitted a duplicate form, which was incorrect, it was not duplicate. So I called Mohela again on XXXX and spoke with XXXX XXXX employee ID XXXX, in training ) who confirmed my form was not duplicate and that on XX/XX/XXXX I should see the updated/corrected PSLF counts XXXX that should reflect what I had from XXXX  ) and that my XX/XX/XXXX form would no longer say Duplicate and instead Processing. on XX/XX/XXXX I received notification from Mohela that I was not eligible for forgiveness yet ( even the ones I should be ) and the updated count they gave was again incorrect. I am on the phone with them again trying to get this resolved. This madness needs to stop. I have had only two employers without gaps in employment and verified my employment every year and have always made the eligible payments.

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