Consumer complaint received 2023-02-03
Company: MOHELA
State: PA
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 submitted an application through mohela in XX/XX/XXXX under the XXXX program. At that time I submitted all information past employers and the consolidation information. On XX/XX/XXXX I updated my application that was received by mohela adding XXXX more employer. In XX/XX/XXXX I noticed on the website that I had to qualify and payments for removal and forgiveness of my loan. Mohela also sent me a letter stating that that was the case. In XXXX of 2022 I spoke to an XXXX XXXX XXXX he also left a message on my answering service noting that I had XXXX qualifying payments. I spoke with him again and early XX/XX/XXXX and was told that I had the qualifying payments but my loan was sent to the XXXX XXXX XXXX for XXXX. In XXXX I also contacted the XXXX XXXX XXXX and noticed that mohela did not submit my loans as previously stated. I called in several times and got conflicting information. I repeatedly ask why my account was now showing that I only had XXXX qualifying payments but in my inbox on the account it noted a letter that I received in PDF form that needed I had XXXX qualifying payments. I later contacted the chat and requested to speak with an unbudsman to support my case. The chat feature although it was activated to representatives XXXX and XXXX repeatedly removed me from the chat when I questioned the continuity of the information that I was being told. Often I call into mohela and I have a wait time of over XXXX hours. When I finally reach a representative I am told conflicting things about my loan. Initially my loan was said to be resolved within XXXX XXXX of the XX/XX/XXXX date. That has not happened my loan has not been addressed the errors have not been addressed and my loan continues to sit. Not counting my payments towards forgiveness. On XXXX the XXXX XXXX I again attempted to contact mohela waiting on the phone for a very long time. As a result I contacted the chat the chat feature and spoke to a representative who just gave me answers that were not specific to my case but XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I repeatedly asked to speak to a supervisor and then that representative relegated me to the XXXX number which I told her was over an hour 's wait. At this juncture I would like mohela to update my qualifying payments, to send my account to the department of a for review of forgiveness, and to do the due diligence of contacting my employer 's for certification. Mohela has not completed this task since XXXX of XXXX well beyond the XXXX business day marker they have agreed to reach. I would like to also ask why mohela submitted a PDF to my inbox account noting that I had XXXX payment and XXXX qualifying payments, and then changed this? Where did they get this information and why is there an error now on my account saying that I only have two qualifying payments.

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