Consumer complaint received 2023-06-08
Company: MOHELA
State: NV
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:
XX/XX/XXXX To Whom It May Concern : Ever since XX/XX/XXXX, I have been having some issues with the loan servicer that my students loans were transferred to, Mohela. 
The reason being is regarding the accuracy of my qualifying payments every year I submit a PSLF form for being employed by government agency, as well as the correct documentation needed when transferring employers within the federal government agency. For some reason, the PSLF form I did with my previous loan servicer XXXX didn't didn't add to my qualifying payment counts. Therefore, I reuploaded the same PSLF form and according to Mohela, a yearly certification form only counts up to certain number of months. The form is dated signed and dated by my previous government employer the U.S.P.S on XX/XX/XXXX. According to Mohela, the count for last year 2022 starts at XXXX and ends in XXXX of the same year. Therefore, in 2022, XXXX to XXXX of 2023 weren't added. For the employer, I no longer work for the U.S.P.S., Mohela said for me to contact them and have them sign and date another PSLF form certifying my employment from XXXX XXXX to XXXX of XXXX. I spoke with Mohela and told them that it's impossible to have an employer that I am no longer employed by to certify for the missing months. Instead I was told to attach a copy of my W-2, my last paystub from the U.S.P.S and a filled out PSLF form checking the box saying that I am unable to obtain certification from them. Additionally, attaching a letter written by myself discussing when my employment started and ended with the U.S.P.S and that I transferred to the VA and the day I started my new employment. As per an e-mail notification from Mohela these uploaded documents weren't sufficient for my certification for the U.S.P.S. Here is a copy of the correspondence between Mohela and I regarding these issues below. Is there anything that can be done on your end about this matter? 
Sincerely, XXXX XXXX P.S : Complaint XX/XX/XXXX XXXX XXXX Body : Your Question : To Whom It May Concern : The summer of last year, in the month of XX/XX/XXXX, when XXXX was still my servicer, I uploaded my PSLF application. I called XXXX and asked them, if when the transfer was complete would my PSLF application submitted in XX/XX/XXXX go over as well, and according to them it was yes. Unfortunately, I don't see it in the employment verification section on the PSLF and my employment end date for my current employer the Department of Veteran Affairs is wrong also. The begin date of XX/XX/XXXX is correct, but the end date of XX/XX/XXXX is wrong. The end date is supposed to be XX/XX/XXXX. What happened? I reuploaded my PSLF for XX/XX/XXXX. Please amend these issues ASAP. Sincerely, XXXX XXXX MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting MOHELA. 



Due to the complexity of your request, please contact us at the number below. 



Sincerely, Customer Advocacy Team Phone XXXX Fax XXXX TDD Dial XXXX XXXXXXXX XXXX, T-W XXXX Thurs-F XXXXXXXX XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX XXXX XXXX MOHELA This message, from a debt collector, is an attempt to collect a debt. Any information obtained will be used for that purpose. 

Suspicious Activity XX/XX/XXXX XXXX XXXX  Body : Your Question : To Whom It May Concern : The summer of last year, in the month of XX/XX/XXXX, when XXXX was still my loan servicer, I uploaded my PSLF application. I called XXXX and asked them, if when the transfer was complete would my PSLF application submitted in XX/XX/XXXX go over as well, and according to them it would. Unfortunately, I don't see it in the employment verification section on the PSLF certification. What happened? Also, what is going in with my account. This type of situation has never happened before, why is it happening now. This is my second complain. I have called XXXX times about this matter. Because of this matter, I reuploaded my PSLF for XX/XX/XXXX. Somehow each time I call asking about this situation, the customer service representative always gets confused about employer certification time period. Please amend these issues ASAP. Sincerely, XXXX XXXX MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting MOHELA. After reviewing your account it looks like the application received on XX/XX/XXXX was missing your signature and social security number on top of page 2. Also reviewed the pending applications and it looks like the ones received on XX/XX/XXXX is missing employers certification. We received the documents you sent in but we would need W2 's for each year and paystubs. 


If you have any other questions or concerns please dont hesitate to contact us at the number listed below. 


Sincerely, XXXX XXXX XXXX XXXX XXXX Fax XXXX TDD Dial XXXX XXXX M, XXXX T-W, XXXX TH-F XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXXXXXX XXXX XXXX XXXX XXXX

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