Consumer complaint received 2023-02-22
Company: MOHELA
State: NJ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I am a student loan borrower. and graduate. 
XX/XX/XXXX : -I applied for PSLF, in order to take advantage of the Waiver which would count my previous employment, previous payments AND forbearances credits as stated by the federal government ( attached ). My loans are from the year XXXX all the way through XXXX. I have had many forbearances, which should be credits. 

XX/XX/XXXX : -I applied for IDR, to have a payment plan according to my income and within the 10 % max per pay check, as has been recently discussed by the White House . 

XX/XX/XXXX : -I uploaded my current employer information ( same employer that I worked for 15+ years ago ) XX/XX/XXXX : -My IDR application was cancelled. I called to find out why. The Rep. Did not know and called another dept., He came back on the phone and indicated that the other dept., was annoyed with him for calling to inquire, saying " we didn't even send her a letter yet. '' The letter would be to explain why my IDR application was cancelled by them. <I still have NOT received any such letter>. 

XX/XX/XXXX : - I received duplicate letters ( 5 ) saying that my PSLF application was denied ( attached one ) -- -- -- - Reason given was that my current employer, XXXX XXXX XXXX XXXX XXXX XXXX is a FOR-profit -- -- -- - I also received one letter ( attached ) with a list of my previously approved employers that are NON-profits, and ironically, XXXX XXXX XXXX XXXX XXXX XXXX is at the top of the list -- -- -- - A company can not be both. So I used the PSLF Help tool ( again ) and confirmed that my employer is indeed a NON-Profit, which should qualify me for PSLF ( attached ). -- -- -- - I called and spoke with a Rep, who verified that the FOR-profit status is incorrect -- -- -- - She contacted her supervisor and they resubmitted my application -- -- -- - I waited about 90 days for that news and I have been in the process of waiting another 90 days -- -- -- - The Rep. also explained that my Past and Current Forbearance credits should be credited to my account and currently nothing has been credited to my account -- -- -- - It's been strange to see several that applied after me get approved while I go through this XX/XX/XXXX : I submitted a complaint with all this information with the XXXX, before I sought legal advice and was told that I should have submitted to CFPB to start. 

XX/XX/XXXX : I received a letter ( via my Mohela portal ) responding to my complaint and not addressing the actual complaint issues of ( XXXX ) my current employer being incorrectly disqualified as a for-profit, when in the same application, they were recognized as a NON-profit when I worked for them in the past. ( XXXX ) Clarity on my forbearance credits. Many colleagues that applied after I did have received these forbearance credits, and there has been no logical reason for me to not receive my forbearance credits. Both of these things were completely ignored. Without my employer not being acknowledged as non-profit, I would not qualify for PSLF. I took my current job ONLY because they were deemed eligible via the PSLF Help Tool.

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