Consumer complaint received 2023-08-24
Company: MOHELA
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
XX/XX/XXXX I have documentation that I met the XXXX required payments for my student loans in XX/XX/XXXX from XXXX  XXXX. My loans were fully transferred to Mohela on XX/XX/XXXX. According to their website within 90 days my loans were to be processed and XXXX. By the end of XXXX my uploaded XXXX had disappeared from their system ( the tracker still indicates XXXX payments met ). I called to discuss this. They indicated it would be more time and I was indeed at the XXXX payments. I called again on XX/XX/XXXX and was told they were " pushing it through '' but it would still be 90 days. I filed an Ombudsman with the education department on this day as well. I received a response on XX/XX/XXXX indicating the XXXX that I had met the XXXX stating : " This, compared with the eligible payment periods of your Direct Loans, yields a qualifying payment count of XXXX toward the required XXXX for XXXX. 
Once MOHELA determines that you have met the requirements for loan forgiveness, XXXX will provide the effective date of discharge so MOHELA can begin the process of discharging your loans. '' I called XXXX again on XX/XX/XXXX at the XXXX business day mark from the day I called in XXXX. They indicated it had been well over the 90 days, but the XXXX was at fault for not certifying the XXXX payments despite the previous email ( above ) from the XXXX indicating that they were waiting for Mohela. I filed another Ombudsman with this documentation as well as the email from the XXXX. I also uploaded the XXXX email to Mohela. I called Mohela again yesterday XX/XX/XXXX to get an update after being on the phone for over an hour, I was again told they were getting a supervisor to " push it through '' as I was way over the 90 days. Before the supervisor was on the line I got pushed back to the main call area and sent to another representative who was in a mentoring process and was unaware of XXXX programming. At this point I requested to directly speak with a supervisor. This supervisor did acknowledge the frustration, but still claimed it was the XXXX. I asked how to contact the XXXX and she stated that the FSA would direct me back to Mohela. This was over XXXX hours on the phone which is a typical time when calling Mohela. 

I currently have several concerns with my loans sitting on my account after meeting requirements of the XXXX program one calendar year ago. 

XXXX. Currently the governor created a program to not tax the amount that is forgiven. Considering I met requirements one year ago, I do not want to pay taxes on this amount if this program were somehow to end when my loans should have been forgiven. I also could not pay that amount. 
XXXX. Payments resume in XXXX. I should not owe payments due to meeting requirements for forgiveness. It was noted that there is a forbearance for this, but I have not noted this to be updated in my Mohela account. 
XXXX. This amount is on my credit report in my debt to income ratio despite the fact that I met requirements one year ago. 

I am seeking any support in this.

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