Consumer complaint received 2023-12-14
Company: MOHELA
State: WI
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'm still having issues with my Loan Service Provider. I submitted an inquiry to Mohela XXXX and still haven't gotten a response. At this time, I also submitted a PSLF recertification form that I had questions about, but that form still has not been processed. 52 days is an unreasonable amount of time to process a PSLF recertification form ; it has been 52 days. That inquiry was followed up by a complaint submitted to Federal Student Aid on XX/XX/2023 ( see attached ). I was unable to follow up on that case today so I called Federal Student Aid who advised that my case was " escalated '' to MOHELA to respond to me. I haven't received a response. 

Concerningly, I thought payments have resumed. I was charged and assessed interest at hundreds of dollars, that is now gone with no explanation or information. It's unclear how or why I was assessed that amount or why it was removed. It is unclear if my account has been updated or not. I received this notice on my MOHELA Portal, " We are in the process of updating your account. For some or all of your loans, you will not be due for payment until after XX/XX/2023, and your interest rate will be adjusted to 0 % through an anticipated end date of XX/XX/2023. The months from XXXX through XX/XX/2023 will count toward income-driven repayment forgiveness and Public Service Loan Forgiveness , assuming all other requirements are met. Please allow up to 30 days for the updates to be completed. We appreciate your patience and will notify you after your account has been updated. 
" This notice is not dated. I received this notice today XXXX. The notice advises that it could take up to 30 days for the updates to be completed and that my account needs to be updated and MOHELA is " in the process '' of doing just that. 

However, XX/XX/2023 ( date MOHELA says is anticipated end date ) is now within 30 days. My account has not been updated. I am still waiting for a response to my XXXX message to MOHELA. According to MOHELA the expected response time to messages is 3 days. I still have not received a direct response to my message. I do not even know if my message has been read. 

Federal Student Aid is telling me to call MOHELA. I've spent days on hold trying to get a hold of somebody at MOHELA and when I have reached somebody many questions are still left unanswered. As time goes on, more concerns and questions arise that are unable to be addressed. MOHELA still hasn't responded to my XX/XX/2023 message. Federal Student Aid leaves my complaint submitted XX/XX/2023 " escalated with MOHELA '' and does not agree to escalate my complaint submitted XXXX to an ombudsman and tells me to go to MOHELA. I go to the MOHELA website for PSLF. When I go there it tells me to call Federal Student Aid for " more information. I have received no communication from Federal Student Aid as to the status of 0 % deferment through XX/XX/2023 and this messaging from MOHELA DIRECTLY contradicts messaging from President Biden advising payment interest will resume in XXXX. This did appear to have happened, but doesn't anymore. I am confused. 

I am going in circles and am frustrated and losing faith in the system. I need probably at least 30 days to get my personal finances in order and it does not appear my student loan account has even been updated yet.

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