Consumer complaint received 2023-03-14
Company: MOHELA
State: NY
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:
Program : The Public Service Loan Forgiveness ( PSLF ) program provides an opportunity for people who work at government agencies or non-profits to secure student loan forgiveness. To qualify, you must make 120 " payments ''. In recent years, USDOE defined payments broadly. For example, simply working at a qualifying employer during the pandemic pause qualifies you for a month of payment. 

USDOE contracts with MOHELA to service student loans. 

My situation : My account with MOHELA is XXXX. At present, I have made 113 " payments ''. As noted above, I submitted an on the following dates : XXXX XXXX, XXXX Application - MOHELA should reconsider the application within a few days. USDOE / StudentAid.gov should provide an explanation on why they do not show me as having a full active loan for the year XXXX. 
XXXX XXXX, XXXX Application - MOHELA should process this application in two weeks. They have said in the past that they can process a " reconsideration '' in this time frame Below is a list of my employers, months worked, and errors by either USDOE or MOHELA. 
XX/XX/XXXX to XX/XX/XXXX - XXXX XXXX XXXX XXXX  was determined to be qualifying except MOHELA states that USDOE has no record of my loan during XXXX XXXX. 
XX/XX/XXXX to XX/XX/XXXX - Local Initiatives Support Corporation was determined to be qualifying except MOHELA states that USDOE has no record of my loan during XXXX, XXXX, XXXX, XXXX, XXXX, XXXX of XXXX. 
XX/XX/XXXX to Present ( XX/XX/XXXX ) - State of New York ( Housing Trust Fund Corporation was determined to be qualifying except for an error where MOHELA missed the months of XXXX, XXXX and XXXX of XXXX as they admitted on the phone. 
XX/XX/XXXX Application - Verbally told " qualifying '' and would " hit 120 count '', but would take about 90 business days to process. That timeline is unacceptable. 

Correspondence : The application for debt relief is two pages. One page is personal details and the second page is a certification filled out by the employer 's HR. MOHELA has taken 90 days to review applications. 

When I asked for any type of expedited review, I received conflicting responses. For example, MOHELA has stated to me that there is no way to expedite an application ( even if they make an error ). However, just recently, they told me that they can reconsider within 14 days. When it comes to errors in the application, I have had customer service representatives elect not to perform a re-review of my submission. Recently, a re-review was accepted. In all instances, MOHELA refuses to tell me details about my determination in writing. Today, MOHELA told me that some of the issues are the fault of StudentAid.gov and that they could not help me further. When I asked how to follow up with StudentAid.gov- for example, on correcting my loan count- they refused to provide an email, phone number or agency to contact. 

This has been a frustrating process. While courteous, the MOHELA case management guidance has been inconsistent, contradictory and evasive. This is particularly odd given that my certification process and questions are pretty straightforward.

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