Consumer complaint received 2023-06-30
Company: MOHELA
State: NJ
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:
My name is XXXX XXXX, I am a soon-to-be ( XX/XX/XXXX ) XXXX old single, XXXX citizen. Due to XXXX XXXX  conditions ( XXXX, XXXX  XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX ), I plan to retire effective XX/XX/XXXX, after serving the State government for over 18 years. At that time, my income will be decreased by more than 60 %. Therefore, it is really important to me to know exactly how much loan forgiveness I am eligible to receive. 
At the urging of my employer, I applied for the Public Service Loan Forgiveness waiver. I completed the application and on XX/XX/XXXX, my employer verified by employment and faxed my application to the US Department of Education, XXXX XXXX. Following is a timeline of events, correspondence and conversations I have had with XXXX and Mohela : XX/XX/XXXX PSLF application faxed by employer to XXXX XXXX XX/XX/XXXX Received a letter from XXXX acknowledging receipt of my PSLF waiver application. The letter also stated that XXXX would reach out to my loan servicer XXXX XXXX XXXXXXXX XXXX to request a transfer of my owed loans XX/XX/XXXX Received a letter from XXXX advising that over the next couple of months, action will be taken on my account XX/XX/XXXX I reached out to XXXX for a status of my account and was informed by XXXX that Mohela would be the processor for my PSLF waiver application. I contact Mohela on that same day and was told that Mohela does not have my PSLF waiver application XX/XX/XXXX - I uploaded my PSLF waiver application to Mohelas XXXX XXXXXX/XX/XXXX XX/XX/XXXX During this period I called Mohela to ask about the progress of my PSLF waiver application. I would get an array of responses, ie. there is no record of my account, they received the upload of my completed application, however, it takes 30 60 days to process. I did not push too much because I was aware of the lawsuit filed by XXXXi on behalf of Mohela, to the Supreme Court, so I figured the organization was in disarray and I that I would contact them again when things settled down XX/XX/XXXX I contacted Mohela and spoke with XXXX. XXXX advised me of the following : o Mohela processed my faxed documents in XX/XX/XXXX o Mohela approved by employer as of XX/XX/XXXX o Mohela should have received the transfer from XXXX XXXX 60 90 days from XX/XX/XXXX o XX/XX/XXXX, XXXX at Mohela would request a manual transfer of my loans from XXXX XXXX o I informed XXXX that I received an email from XXXX XXXX on XX/XX/XXXX, stating that XXXX would be my new loan servicer as of XX/XX/XXXX o XXXX informed me that they have just requested the transfer from XXXX XXXX today! It will take 30-60 days for Mohela to receive the XXXX  and that I should call back then. 
XX/XX/XXXX I called Mohela and spoke to XXXX. XXXX told me that the transfer from XXXX XXXX was still in progress ; it takes 30-60 days to receive and that I should check back in XXXX XX/XX/XXXX I called Mohela ( did not get the name of the person I spoke with ). However, I was told that the loans had been transferred from XXXX XXXX but the loan information has not yet been added to my account ; that it takes up to 20 days for the information to appear in my account and that I should call back after 20 days. 
XX/XX/XXXX I called Mohela and spoke with XXXX XXXX XXXX XXXX. She told me that Mohela has not received the transfer from XXXX XXXX and that they may have to do a manual transfer. I told her that Mohela told me that the transfer was completed in XXXX by XXXX of Mohela. After approximately XXXX minutes on the phone with XXXX, she told me that she spoke with her supervisor and that they would expedite my situation to upper management. 

At that point, I was so frustrated that I asked to speak with a supervisor. She transferred my call to XXXXXXXX XXXX XXXX XXXX, a Customer Service Supervisor. XXXX told me that they had received the transfer and was checking as to why it was taking so long to show in my account. After approximately XXXX minutes on the phone with XXXX, she told me that they never requested the transfer from XXXX XXXX and that they would now have to request a transfer from XXXX. The transfer from XXXX would take 30-60 days. 

It is my plea that someone can assist me immediately. I do not want to spend my XXXX XXXX XXXX XXXX XXXXXXXX and worried that my social security and/or pension  may be garnished because I may have to make the choice between feeding and providing shelter for myself or paying this debt! 

This system is supposed to work ; why not for me! 

Thank you for your consideration, XXXX XXXX XXXX

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