Consumer complaint received 2022-10-29
Company: MOHELA
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I am filing a complaint against Mohela because I have submitted my PSLF Loan Forgiveness paperwork and PSLF limited waiver on XX/XX/XXXX via fax to XXXX. My servicer was then, and still is now, XXXX. However, when I contact XXXX now and I ask them about the status of my PSLF application they confirm they have recieved it but say can give me no other information. I am told by XXXX to contact Mohela. Yet when I call Mohela I am directed back to XXXX by both their phone agents and their phone greeting. I am told they can give me no information. So there is this back and forth that makes no sense and I have complained to both companies that I have been sent in circles and neither company has cared to address why this is happening. 

There is also utter confusion about the student loan pslf form and who to submit it to. Back in XXXX the PSLF and Limited Waiver Form stated on the form to send the completed form to the U.S. Department of Education at fax number XXXX which Is where I sent the completed form. 

Now I am being advised on the XXXX  website and by XXXX agents to contact Mohela and Mohela says they do not have my PSLF form. It's been 9 months since the form was faxed to student aid and there should be no reason mohela is saying they do not have it when XXXX  has confirmed they have recieved it. 

And why am I having to deal with three different entities on this issue with each referring me back to the other. 

XXXX has also been horrible. They have yet to give me any information about anything. All their agents give me is phone numbers to other places. They can't answer anything about the PSLF waiver or status or processing or anything. 

Today I went to Mohela 's website to try and upload the completed pslf form to them although the other agencies, XXXX  and XXXX  have the form, and I get an error that the back button or bookmarks can not be used to upload any document and it refuses my XXXX  upload. I even tried to upload XXXX images which the site says it accepts and it rejected them too. I recieved the same error message from both my phone and my laptop computer. 

Mohela is not letting me upload any documents. 

Is this by design? Is this company playing games with students by making it impossible to submit our documents online and by refusing to acknowledge documents which were sent off and recieved 9 months ago? I am aware that a federal civil suit has been filed by the AG of XXXX on behalf of this agency to stop student loan relief saying they will lose money. 

Is this an action taken by the company to confound the loan forgiveness process? 

I started calling student aid, XXXX, and later mohela months ago to get answers. Months have passed and I still have no answers other than XXXX pointing out that they have the PSLF form yet directing me, again, to Mohela who directs me right back to XXXX. 

I need confirmation from Mohela that they have my form. It's in the XXXX.XXXX website too because Mohela links students to this website. I need them to pull the form and process it. 

The U.S. claims to be the most powerful and this entire student loan forgiveness process has been a royal sh.. show. We have submarines roaming the depths of the oceans and state of the art XXXX  yet the Federal Government and Mohela can't figure out a way to share documents with each other. Although they can link to each other 's websites. 

I need some information on my PSLF. It's a shame I have to file this complaint to get it. 

And just for information. I have {$120000.00} in outstanding student loans. Over a decade ago I consolidated about {$50000.00} of my loans with the Federal Government. 

I eventually went to XXXX  school ( I completed my XXXX in XX/XX/XXXX ) and these loans are not consolidated. 

So I have many loans I know qualify for loan forgiveness. It is possible I have some that do not. 

When in XXXX college I recieved the pell grants although for some reasons on the student aid website they only show one pellgrant. This is not correct. I recieved several. Although one is still good enough to qualify me for the {$20000.00} loan forgiveness. I was the XXXX  child of XXXX children from XXXX XXXX XXXXXXXX ( the XXXX  region on America ) and my mother made around {$8.00} an hr or so working for the XXXXXXXX XXXX XXXX XXXX XXXX Although she had been out there since I was born I do not believe they recieved raises. They also never recieved XXXX being paid with Time Off hours. We were so poor. So yes I qualified for every grant there was and I know I should have recieved far more than one grant. 

Please answer all of my questions about the PSLF form I submitted. Please Confirm reciept of my PSLF and Limited Waiver paperwork. If Mohela does not have it I want them to pull it from XXXX which is where they linked me. Please confirm processing and provide status updates. Please assign me with an indidvial who will be my main point of contact as well. Please get er done. I've attached my PSLF document as well to this complaint so Mohela should have no excuse. None whatsoever.

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