Consumer complaint received 2023-02-28
Company: MOHELA
State: IN
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:
On XX/XX/XXXX, I faxed applied for the Public Service Loan Forgiveness Program ( PSLF ). XXXX processed the application. My application included 4 employers which Mohela approved as qualified employers. 

On XX/XX/XXXX, they noted they consolidated part of my loans ( {$90000.00} ) and sent them to Mohela for servicing in relationship to the PSLF Program. I called XXXX to find out how I could get all of the loans included. A representative at XXXX advised me to apply for a loan add-on to include all of my student loans. Attached is correspondence from XXXX from XX/XX/XXXX stating that XXXX approved the add-on & would send the updated loan amount {$130000.00} to Mohela. I also also asked when I would receive an accurate payment count. I was told that to wait 30 business days. 

On XX/XX/XXXX Mohela acknowledged they had the first loan consolidation, the work verification forms ( attached ), and noted my payment count was at 2 ( attached ). I called Mohela about the loan add-on and payment count. They requested that I wait 30 business days for an update. XXXX has insisted since XXXX that Mohela has the corrected loan consolidation amount of {$130000.00}. However Mohela states that XXXX never sent them the loan add-on and has never updated the loan amount from ( {$90000.00} ) or the payment count from two, despite acknowledging they received verified work statements from each of my employer, and re-verifying the work information w/me. I called Mohela w/a representative from XXXX on the phone, but we were left on hold for over an hour before the call was disconnected. 

I have spoken to MOHELA over the phone several times since this call. Different managers from Mohela have verbally told me my loans only had 2 payments left, or that I have 0 payments left. I asked how the deferments or forbearances would impact the loan. I have been told that they would, and that they would not. I have ben told that the add-on had been forgiven without the original consolidation, etc... but none would not provide paperwork to verify anything that was stated. Each time I am told to call back after 30 business days. 

On XX/XX/XXXX I filed a complaint with the XXXX XXXX XXXX 

On XX/XX/XXXX They responded to the complaint, but did not address any of the questions I asked about my payment count or the what the total amount of my loan should be, On XX/XX/XXXX Mohela sent me correspondence stating that did not include the XXXX XXXX XXXX as an qualified employer, despite previously stating on the paperwork that I previously submitted that the XXXX XXXX XXXX XXXX was indeed a qualified employer. My application stated that I worked from XX/XX/XXXX to XX/XX/XXXX, and was signed by an HR Specialist named XXXX XXXX XXXX However, when processed, MOHELA wrote the dates in incorrectly. In one call they asked me to verify the dates over the phone, and I provided the same ones on the application I submitted. Now this employer is not listed as an eligible employer which would reduce my payment eligibility by at least 18 months. I would like to understand why this employer was removed as an eligible employer from my application. 

On XX/XX/XXXX, Mohela acknowledged verbally that they received the loan add-on but that now it would talk 90 business days my application to be processed. They also stated that they would have to reverify the XXXX XXXX XXXX XXXX as an employer despite sending me a copy of my application that has the XXXX XXXX XXXX XXXX listed as an employer with the correct dates of employment. Once reverified, they said it would take 90 days from the date they reverified my employer to process the loan. While on the phone, I received two emails with attachments of correspondence MOHELA stated they sent to me. The first stated that the amount of qualifying payments I made was 2 ( I received that one in XXXX ). The second stated I made 7 qualifying payments ( Dated XX/XX/XXXX ). When I logged in to Mohela 's account, it states I have made 0 qualifying payments. When I asked for clarity on why my payments had been reset to 0, they noted that occured because of the update to the loan amount. When I asked why the time span had increased from 30 to 90 days, the call was disconnected.

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