Consumer complaint received 2023-04-14
Company: MOHELA
State: CO
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 have been working on PSLF for several years and this my student loans were with XXXX. This summer I was notified that my loans would move to Mohela. I submitted an employment verification form from a previous employer, XXXX XXXX XXXX XXXX, to qualify for TEPSLF in XX/XX/XXXX to XXXX. I was told it would be reviewed within 90 days and my counts updated. I was moved to Mohela in XX/XX/XXXX. I submitted an updated employment verification form from my current employer XXXX XXXX on XX/XX/XXXX. After not hearing anything about my initial employment verification form I submitted to XXXX, I resubmitted the XXXX health employment verification form on XX/XX/XXXX. Because the TEPSLF program had a deadline of XX/XX/XXXX, I resubmitted bother the XXXX XXXX and an updated XXXX XXXX form to Mohela on XXXX/XXXX/XXXX. I didnt get any correspondence from XXXX other than to say my forms were received and it would take 90 days for processing. In XXXX it showed my form from XX/XX/XXXX was canceled as a duplicate and the forms from XX/XX/XXXX and from XX/XX/XXXX were processed but they never entered the information for the employment verification from XXXX XXXX. I called Mohela on XX/XX/XXXX and spoke with a representative who stated that the XXXX XXXX form was cancelled in error because they didnt think the employer qualified. I confirmed with studentloan.gov that XXXX XXXX did qualify before I ever submitted the form form my previous employer to fill out. The representative double checked and agreed XXXX XXXX was a qualifying employer. She reached out to a supervisor and stated that the form would be put in for expedited review and I would have updated counts in 30 days. I checked my form status in XXXX XXXX and it says it was canceled, again. I called Mohela again. Let them know I have had multiple problems with this employer verification form. I submitted the original form to XXXX in XX/XX/XXXX and The information was never transferred over to Mohela as promised. I submitted it directly to Mohela on XX/XX/XXXX and that form was cancelled in error as a duplicate form because the original form was never processed. The form I submitted on XX/XX/XXXX was canceled in error because Mohela erroneously determined the employer didnt qualify. And the most recent expedited review was also cancelled. The XXXX agent agreed that there have been several issues. She saw they had previously thought the employer didnt qualify but upon review it did qualify. She spoke with a supervisor who agreed to do an expedited review and stated I would have an updated count of my payments within 14 days. It has now been 3 weeks and the expedited review has never occurred. They didnt resubmit my employment verification and keep sending me in an endless loop of waiting, calling, and erroneous cancellations. I am over 120 payments and qualify for forgiveness with the TEPSLF prior to ever transferring to Mohela if my forms would have been reviewed when I was with XXXX. This is causing undue stress and anxiety and wasting my time calling over and over again.

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