Consumer complaint received 2022-10-21
Company: MOHELA
State: VA
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:
Hi : I am having trouble getting Mohela to process my application for XXXX XXXX XXXX XXXX for eligible payments made from XXXX XXXX, XXXX to XX/XX/XXXX. My original XXXX application was submitted in XX/XX/XXXX. In late XXXX, I received a letter from Mohela claiming they were done processing my application but Mohela had only accounted for the period of time that they serviced my loans ( approximately year XXXX XXXX XXXX ), despite my application requesting consideration of all payments made on my loans, including the payments made prior to the time that Mohela started servicing my loans. After receiving their letter, I called Mohela who verified they had not actually processed the part of my application regarding the loan payments serviced by other student loan servicers. I was told at that time that my account would be updated with those qualifying payments in late XXXX. When I called back during the last XXXX  of XXXX and after waiting over XXXX XXXX on hold to speak to someone Mohela then claimed they never even received my application and employer certification for the time period in question despite the papers having been submitted with the original submission in XX/XX/XXXX. After resubmitting the relevant application and employment certification on XX/XX/XXXX ( with a detailed list of my payment information/history as previously provided to me by Mohela ; XXXX proving that I have already made the required XXXX payments to qualify for forgiveness under the temporary waiver ), they processed the application but only raised my payment count by XXXX payment. When I called them back to address the issue and waited on hold for another XXXX XXXX  to speak to someone they claimed yet again that they did not receive the appropriate employer certification / application which wasnt true since they were very papers Mohela was supposedly processing. After that excuse failed ( and they ultimately found my paperwork while we were on the phone together ), I was told to wait until mid to late XXXX and my application would be appropriately processed. However, later that very same day, I received another letter from Mohela stating they had processed all applications/payments received to date and my qualified payment count remained at XXXX. Today, I called Mohela again and waited over XXXX XXXX on hold!! I was finally able to speak to someone who was extremely kind. However, she confirmed that not only did they have the paperwork that I submitted in XXXX but they also had the original submission of these materials back in XXXX! Neither applications had been processed but she could not tell me why. There were no notes on my file as to why my application has been pending for XXXX XXXX. It appears that I keep slipping through the cracks when if someone would actually read my letter to them - it explains exactly what needs to happen. She said she would resubmit the paperwork for processing today but that restarts the clock, putting me at the end of the line once again and could take another XXXX XXXX to process. I am at a total loss on how to deal with Mohela. I am beginning to think their business interest in servicing my student loans is causing them not to process my application for forgiveness. I would greatly appreciate any assistance you can provide. Once they actually process my application correctly, I will have met the requirements for loan forgiveness under the temporary waiver. Thank you for your time.

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