Consumer complaint received 2023-12-06
Company: MOHELA
State: TX
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 am enrolled in the Public Service Loan Forgiveness Program ( PSLF ). According to my student loan servicer as of XX/XX/XXXX I have completed 116 of the required 120 qualifying payments. As you may be aware, after 120 qualifying payments any remaining balance on my student loans would be discharged under PSLF.

I am receiving conflicting information from my student loan servicer, and they seem to be inventing reasons why they can not approve my employment certification form. On XX/XX/XXXX, I uploaded an employment certification form ( which is after my due date of XX/XX/XXXX ). Due to my previous experiences with different student loan servicers I wanted to make sure that my MOHELA ( my current student loan servicer ) had everything they needed to correctly process my employment certification form. 
I spoke with a supervisor at MOHELA on XX/XX/XXXX, by the name of XXXX. XXXX employee number is XXXX, she advised me that she opened case number XXXX regarding my concerns. Despite talking to a previous supervisor who advised me that everything was fine, XXXX advised me that since my human resources department used a digital signature, my employment certification form would not be approved. XXXX then informed me that I could upload paystubs from my current employer for the last four months. XXXX went on to inform me that she was making notes on the account to ensure that the paystubs and the employment certification form I uploaded on XX/XX/XXXX were processed together. 
On XX/XX/XXXX, I spoke with another supervisor at MOHELA who informed me that the preceding is not true, and my paystubs would be processed separately. Another employee with MOHELA advised me that my XX/XX/XXXX employment certification had been denied due to the digital signature. A supervisor later that same day told me that no determination has been made yet on the employment certification form I uploaded on XX/XX/XXXX. In an abundance of caution, I obtained a new employment certification form date XX/XX/XXXX, with a wet signature and uploaded that to MOHELAs website. 
I am greatly concerned about the disparate treatment that MOHELA has for people who are about to have their loans discharged. One employee told me it could take until XXXX of XXXX to finish their processing before they could send it to the Department of Education for further processing. However, if I am late making a payment, I doubt MOHELA, or the Department of Education would wait for XXXX months before taking some sort of adverse action against me. 
On XX/XX/XXXX, I called MOHELA and was told I was going to be transferred to XXXX, to attempt to resolve this matter. As of the time of writing this letter, according to my cell phone timer I have been on hold for over two hours. 
I do have my house listed on the market, and my mortgage company has told me they can not move forward with my mortgage application until my student loan shows a balance on my credit report. I would greatly assist any assistance your office can provide. 


I am respectfully requesting your office do the following : 1. To the extent possible ensure that my most recent employment certification form is processed correctly without any additional delays.

2. After my student loan has been discharged, I am requesting that any overpayments be refunded to me. 
Thank you for your assistance in this matter. 

Respectfully, XXXX XXXX

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