Consumer complaint received 2023-03-21
Company: MOHELA
State: AZ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I submitted an annual Employment Certification Form for pslf XX/XX/XXXX, at the time that some of my student loans were due for forgiveness. That same month, my loans were transferred from XXXX XXXXXXXX XXXX to MOHELA. When my loan information finally showed up on MOHELA 'S website, only one of the full year 's worth of payments showed up on my payment count and the rest were not counted. Initially I waited to see if the information would update to the correct count on the website, but eventually I emailed MOHELA on XX/XX/XXXX. One month later I received a response from MOHELA saying they hoped my issue had already resolved itself, and if it hadn't, I should call them to have the issue addressed. I called to have the issue addressed and also submitted an updated ECF XX/XX/XXXX, as more of my loans were approaching the forgiveness date, but I couldn't tell what my exact counts were because they were incorrect and hadn't been updated since the transfer to MOHELA. When I entered the Employment hire date for the updated XX/XX/XXXX ECF into the FSAID website, an old Employment hire date kept populating up on the Form. Since I could not get the correct date to print out on the ECF form, I submitted the Form as- is to my employer 's HR department, and they crossed out the incorrect date and typed in the correct date, then completed and signed the rest of their portion of the Form. When I called MOHELA XX/XX/XXXX, they said they would have the XX/XX/XXXX Form re-processed. I asked if that would take another 90 business days and was told, " I hope not. " in the meantime, I submitted another ECF XX/XX/XXXX, again because I didn't know where my counts stood, but I knew i was closer to the forgiveness date for most or all of my loans. I had the same glitch on the fsaid website with the Employment hire date in the XX/XX/XXXX ecf Form, and my employer 's HR representative did the same thing on that ecf Form, crossing out the incorrect date, typing the correct date, signing the Form. 90 business days later, XX/XX/XXXX, after receiving no further correspondence from MOHELA, I checked the MOHELA website and saw that my re- processing request for my XX/XX/XXXX Form went through. However, Rather than actually reviewing or processing any of my forms, my XX/XX/XXXX ecf reprocessing request showed as " canceled, " and both my XX/XX/XXXX and XX/XX/XXXX Forms were labeled as " duplicate forms '' and were not reviewed at all. I called MOHELA again and was told they would again submit a request to have the forms re- processed due to the errors, but this time it would be completed within 14 business days. 1-2 weeks later, I received a notice that my ecf Form ( s ) were denied because information was missing in multiple sections. I called MOHELA again XX/XX/XXXX and was told the XX/XX/XXXX Form was denied because my employer 's HR representative didn't initial the Employment hire date in addition to the HR representative 's signature. I was told that the other '' missing information '' on the ecf was an error and there was not missing information. I was told I needed to have HR initial the Employment hire date or that I could look at the HR representative 's signature and use that to copy and place the initial on the Form myself. ( This seems fraudulent ). He said to then call MOHELA again and request Supervisor so my request could be expedited when it was resubmitted. MOHELA 'S employee also said he could not find my XX/XX/XXXX ecf Form anywhere in their system. After 45 minutes of the MOHELA employee searching unsuccessfully for my XX/XX/XXXX Form, I ended the call. I had my employer 's HR representative initial the enjoyment hire date and I submitted the Form to MOHELA again on XX/XX/XXXX. I called MOHELA XX/XX/XXXX and spent 50 minutes on hold and before giving up on the phone call. I called MOHELA again today, XX/XX/XXXX, to inquire again about my missing XX/XX/XXXX ecf request and to request that my XX/XX/XXXX ecf be expedited, per MOHELA 'S employee 's recommendation. Today I was told that MOHELA can't find my XX/XX/XXXX form information, so they have requested it be resent to them from XXXX XXXX XXXX. They said this will take an additional 60 days. I was also told that my resubmitted XX/XX/XXXX form can't be expedited and that I need to wait an additional 90 business days for that to be processed again. After multiple requests to the MOHELA employee to consider this full situation, the repeated errors, and the fact that I've been waiting for any of my ecf 's to be processed correctly since XX/XX/XXXX, I was told there is nothing MOHELA can do and there is no way for my XX/XX/XXXX Form to be reviewed or processed sooner than the additional 90 business days. Upon review of the denial Form for the XX/XX/XXXX ecf, I see that it states that my employer can contact MOHELA within 60 days of the denial so the XX/XX/XXXX ecf can be processed, otherwise it needs to be resubmitted. I don't know how to proceed at this point, given that MOHELA 'S employee stated today that they will not re-process the XX/XX/XXXX ecf sooner than 90 business days under any circumstances, contrary to the statement on their denial Form, and given that my XX/XX/XXXX Form has been lost and will take another 60 days to get anther copy of. 90 business days from now will be 11 months from the date I initially submitted my XX/XX/XXXX ecf that has been lost, and given that every ecf Form I have submitted so far has been processed incorrectly or not at all, I don't have confidence that the ecf ( s ) will be processed correctly even if I do wait another 90 business days.

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