Consumer complaint received 2023-02-25
Company: MOHELA
State: WA
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:
I submitted a complaint on Saturday XX/XX/XXXX regarding this issue with the DOE but I called MOHELA to discuss -- once again -- being given the wrong information and instructions. XXXX or XXXX with Mohela told me to go to the FSA site on XXXX  XX/XX/XXXX and complete an add a loan form to combine the direct loans they received from XXXX XXXX. I received notification from Mohela regarding the transfer on Saturday XX/XX/XXXX! I knew they transferred because I received notification from XXXX XXXX and went on Mohela 's site and saw they were there. The add a loan form says you can only add a direct loan to a consolidation loan within 180 days. My consolidation loan was processed on XX/XX/XXXX. 180 days would have been XX/XX/XXXX! Mohela didn't even have possession of the loans for me to request they add the loans! I've been begging Mohela to obtain the direct loans from XXXX XXXX since this past summer. They only recently requested them and we had to get a supervisor to get that done! Is it my fault that they didn't receive them until after the 180 day cut off date? They knew about the direct loans at XXXX XXXX for months and did nothing! I called today and discussed with the first MOHELA agent who spoke with a supervisor and said she tried to advocate for me but the supervisor said " there is nothing they can do. '' Really? I am beyond frustrated! I'm sick and tired of being given the incorrect information and having set backs as a result. I know there is someone who has the authority to overturn this terrible decision. 

I recently spoke with an Aid-Vantage representative XXXX on XX/XX/XXXX who sent a message to, I believe she said XXXX. I had XXXX a supervisor with Mohela on the phone with me and she has opened a case at Mohela as well as DOE. Ive sent XXXX XXXX complaints. XXXX explained that I could have filled out the add a loan form while the direct loans were still at XXXX XXXX, but the only way I found that out is by asking today. I was wrongly instructed by Mohela when inquiring about having the direct loans from XXXX XXXX transferred over that I didnt have to worry about it that they would request them and that the loans could be added together to reflect them same counts. Its not my fault that I inquired about it when I noticed that they were not combined and was told to still complete an add a loan form last Friday, only to see on the form I had 180 days from XX/XX/XXXX. It would have been impossible to know, as I didnt even get notice from Mohela until last Saturday. It was already too late. Its almost like they do it on purpose. I actually had the Mohela XXXX tell me she was advocating for me in XXXX breath, then basically telling me DOE didnt give instructions to add direct consolidation loans together ; probably because they do not want us to be able to get the earliest counts with more recent loans, however, I know it couldve been done had MOHELA not given me inaccurate information..

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