Consumer complaint received 2023-09-20
Company: MOHELA
State: MN
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Problem lowering your monthly payments

Complaint:
In XXXX of XXXX, I submitted an application for an income driven repayment plan on XXXX while my loans were being serviced by XXXX XXXX. I received a letter from XXXX XXXX on XX/XX/XXXX stating I was approved for an IDR plan and my payment would be {$0.00}. In XXXX of XXXX, I submitted a PSLF application to MOHELA and began the process of getting my loans transferred to MOHELA so I could begin PSLF qualifying payment tracking. My loans were subsequently moved to MOHELA several months later. During the period of waiting to be transferred, I was assured by Great Lakes and MOHELA that information on my IDR plan would be transferred to MOHELA. 

At the time of getting approved for the IDR plan in XXXX of XXXX, I was told by XXXX XXXX that there was and is a federal waiver that would allow me not to have to recertify my IDR plan until XX/XX/XXXX. I would like MOHELA to review the attached letter from XXXX XXXX stating my approval for the IDR plan and my repayment amount, so that I do not have to recertify until XX/XX/XXXX. 

I ultimately would like my approval for IDR plan to be moved to MOHELA and my repayment to be on an IDR plan that I was approved for by XXXX XXXX and studentaid.gov once payments resume in XX/XX/XXXX. I would like to continue my deferment until the federal government resumes payments for all. 

I submitted the above statement to MOHELA on XX/XX/XXXX and XX/XX/XXXX. It took over 14 days for them to deny me. They provided no explanation why I was denied. I called the customer service line and waited over 1 hour to speak to the representative. The representative spoke to several supervisors who said the form was denied due to not submitting my XXXX taxes. This form was approved on my XXXX taxes by XXXX XXXX and has nothing to do with my XXXX taxes. The form as several dates throughout which indicate this, but that was their only explanation. The representative added several comments to my account, stating that I could just recertify. The problem with this is that my XXXX income is significantly greater than my XXXX income. Eventually the customer service representative resubmitted my form with comments, I asked if I should submit my XXXX taxes too and she said no because the forms should be honored with the attached XXXX approval letter from XXXX XXXX and no further documentation would be needed. She said a different department deals with the processing of the IDR applications and it would take up to 7 business days to process. The forms were resubmitted by the customer service representative on XX/XX/XXXX and up until today XX/XX/XXXX I saw no change in my account. Upon logging in today almost 30 days after the representative resubmitted the form, XX/XX/XXXX. I see " duplicate form '' under the documents received tab. I see no explanation and no change in my payment plan. I did everything that was suggested to me by MOHELA and XXXXXXXX XXXX and they are negatively impacting my ability to pay my student loans, by engaging in providing false information and predatory tactics.

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