Consumer complaint received 2023-12-04
Company: MOHELA
State: NV
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:
I originally submitted my ECFs for all my payments from inception of loans. I submitted these in XXXX and XXXX of XXXX. These were not processed our updated to my account in full until XX/XX/XXXX. One entire employer submission was entirely overlooked. Thankfully I had all submissions XXXX copied to my personal inbox and had the original fax submission that was clearly dated and time stamped when my employer sent over my completed XXXX. Resubmitted and pointed out their error and my payment count was then finally updated to include all my submissions on XX/XX/XXXX. XXXX out of my XXXX loans had counts updated to XXXX and my other XXXX account were updated to XXXX/XXXX. I immediately Mohela for guidance in next steps regarding the XXXX ADJUSTMENT and this is where Mohela continued to XXXX up on their end. From XX/XX/XXXX thru XXXX XXXX I have called Mohela numerous times and each time was supplied different information. Finally got concrete information from Department of Education so I called Mohela back and advised them that I consolidated all my loans on XX/XX/XXXX and to take advantage of the XXXX time IDR adjustment and that I would like my XXXX loans that are at forgiveness level to NOT BE FORGIVEN at this time. That request was placed and verbally confirmed by XXXX Mohela reps. Unfortunately, there is no tracking of this request even though I asked Mohela both times for a receipt of this request. I was told no. Mind you- in these XXXX weeks I was told to not consolidate, I was told to consolidate, I was told to cancel my loan consolidation paperwork with Aidvantage which I did, but then Dept of Ed finally supplied the masses with a video outlining requirements that showed you must consolidate. So now I am in limbo with XXXX and my loan consolidation due to the misinformation from Mohela. 

I should not penalized for the delays in processing time from Mohela or from their misinformation on this adjustment. My XXXX loans XXXX be forgiven before my loan consolation even processes and that is due to their lengthy processing times and misinformation. 

XX/XX/XXXX was when my final counts updated to : Loans XXXX & XXXX : XXXX/XXXX Loans XXXX & XXXX : XXXX XX/XX/XXXX first call placed. Told to consolidate and call back to request loans XXXX to not be forgiven. 

XXXX XXXX : called XXXX to place request in loans XXXX and that rep told me to CANCEL MY LOAN CONSOLIDATION with Aidvatge and XXXX them back to alert them. 

XX/XX/XXXX : called XXXX to cancel and this rep placed request to cancel. 

XX/XX/XXXX : called Mohela back to let them know this was cancelled. That rep alerted me to the misinformation I was given and instructed me to call XXXX back to have them NOT cancel my loan consolidation paperwork. This rep placed my request to NOT forgive my loans at this time. 

XX/XX/XXXX : called XXXX to not have them cancel my loan consolidation paperwork and request was placed. 

XX/XX/XXXX : called Mohela to confirm my request for loans XXXX to not be forgiven was sent. Confirmed with this rep that my request was sent to not process my forgiveness. 

XX/XX/XXXX : FSA site shows loans XXXX in forgiveness state. Loan consolidation paperwork is still processing. 

Mohela misinformation and delays should not have a negative on my loans. I did everything right. Their people are misadvising and causing massive errors. 

Additionally, the dates they supply on their paperwork does NOT match to the date in which they were actually supplied. Many documents are retro dated.

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