Consumer complaint received 2022-12-13
Company: MOHELA
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I have spend over 40 hours on the phone with Mohela trying to take care of my student loans. I am eligible for PSLF and submitted paperwork to them on several occasions since they took over my account in XXXX. I was told to mail and fax my paperwork after receiving a letter from XXXX XXXX in XXXX. They deny that they ever received my information and I was forced to upload the same documents to my " portal '' on XX/XX/XXXX, and XXXX. Mohela informed me that all of my information would be completed and in their system by XX/XX/XXXX of XXXX. It took them almost until the end of XXXX to get my data into the system. I also asked to have my XXXX  grants converted in XXXX so they could be consolidated and rolled into my current loans. They did not complete that until the beginning of XXXX which was past the XX/XX/XXXX deadline to do so and still have the loans fall under the program to do the consolidation. It wasn't until XXXX that the information was even received by the studentaid.gov website to allow me to consolidate those loans. 

After many hours on the phone, I was advised to reach out to them via the message system on their website. I did so on XX/XX/XXXX with my concerns. They replied to that message on XX/XX/XXXX with a form letter and how I should call if I had concerns. I sent a message through their system again on XX/XX/XXXX for an update on the previous message, and a third time on XX/XX/XXXX to inquire once again as to the status of my PSLF forms. The XX/XX/XXXX message was replied to on XX/XX/XXXX stating that my loans are currently in a grace period and not eligible for PSLF and that a supervisor would contact me but never has and the phone number listed to call entails a hours-long wait to talk to anyone who can help. I have still to date never received a reply to my XX/XX/XXXX message. Their system states that you should hear back from someone between XXXX hours but all of their replies have been boxed answers taking well over 18 days which seems very excessive. 

I have still no resolution to this. My loans should have been covered under the PSLF and is now holding me back from entering college as I am out of XXXX funds for student loans until this has been resolved. I have several prereqs I need to complete to get into a XXXX XXXX XXXX which will push my entry into that program anywhere from XXXX years due to application deadlines and the prereqs I have to take. This has become a true issue and is keeping me from pursuing further education. 

This company seems to care very little about the people they are supposed to be servicing and are practicing a delay tactic that makes this frustrating, infuriating, and exhausting. They do not care whether they provide assistance and what little they do provide is marginal at best. When I do call I talk to someone who states that they have to transfer me to someone who can access the data, am then put on hold for hours, then only to be told I need to talk to a supervisor who never comes. I have waited up to XXXX hours in one day just to be told that no one can help me or that the person I need to talk to is unavailable.

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