Consumer complaint received 2023-05-02
Company: MOHELA
State: NY
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 would like Mohela to review the XXXX years they skipped in reviewing my application for the student loan forgiveness limited waiver. It has been approximately 545 days ( XXXX years ) since I submitted my limited waiver application for loan forgiveness. I have been stuck in a continuous loop of being told 3-4 months or 90 days, since XX/XX/XXXX. The years from XX/XX/XXXX to XX/XX/XXXX ( approximately XXXX years ) still haven't been reviewed under the limited waiver. My qualifying employer certification on file is from XX/XX/XXXX to XX/XX/XXXX ( XXXX years ). 

After several calls and online account messages to XXXX ( loans transferred to Mohela ) then to Mohela, Mohela stated on XX/XX/XXXX that it would take it would take 3-5 business days for reprocessing due to a servicer error, however months later the years still haven't been reviewed. I received a letter from Mohela on XX/XX/XXXX and student aid in XX/XX/XXXX, stating the review was done, however, the years XX/XX/XXXX to XX/XX/XXXX still show as not being reviewed. My account with Mohela shows review of my limited waiver application as completed and no longer shows a form status of processing. 

Below is a summary of account activities and written communications ( there were phone calls made in between ) : XX/XX/XXXX - Consolidation application submitted to consolidate loans held with XXXX into a direct loan under XXXX. I had an existing direct loan with XXXX  and an employer certification in my account covering 8 years, for the period XX/XX/XXXX - XX/XX/XXXX. 

XX/XX/XXXX - Received a voice message from XXXX and a letter in my XXXX account stating that I will lose credit for qualifying payments already made to the required XXXX payments, for my existing direct loans, if I consolidate. 

XX/XX/XXXX - Letter received from XXXX  that my existing direct loans were separated from the loans XXXX trying to consolidate ( I made the decision after receiving a call, letter and speaking to a XXXX customer service rep. I was told that I would lose my years already credited, if I consolidated and that it would be better to not consolidate ). 

XX/XX/XXXX - Letter from XXXX  that the loan consolidation completed. I now have XXXX separate direct loans. 

XX/XX/XXXX - Letter that existing direct loan forgiven. Consolidated loan not reviewed. 

XX/XX/XXXX - Submitted written request to student aid to review account ( this is after several calls and consolidated loan review not being completed ). A letter was received with only 51 qualifying payments for PSLF/TEPSLF ( nothing for limited waiver ) and stated that the review was completed. 

XX/XX/XXXX - Submitted letter to XXXX for reconsideration and XXXX to the ombudsman for help. 

XX/XX/XXXX - Received letter from XXXX  that my loans are transferring to Mohela. 

XX/XX/XXXX - Reprocessing request submitted to review XXXX - XXXX since those years were never reviewed and Mohela still hasn't reviewed my account. A current employer certificate was submitted and received by Mohela, which goes to XX/XX/XXXX. 

XX/XX/XXXX - Sent message to Mohela to confirm that my loan payments will include a review of the missing years XXXX - XXXX for the limited waiver. I previously spoke with a representative in XX/XX/XXXX who submitted a reprocessing request for the missing years. 

XX/XX/XXXX- Mohela sends a message stating that they have submitted a new review today, because submitting a reprocessing request due to a servicer error now, has been updated and now only takes 3-5 business days for processing and that I will be notified once completed. 

XX/XX/XXXX - Received a letter from Mohela that the review has been completed. I now have XXXX qualifying payments for the limited waiver and XXXX years of the XXXX years that werent previously requested to be reviewed, still havent been reviewed. I called a few days later and was told it will take another 90 days, or longer, most likely into XX/XX/XXXX to be reviewed. Student aid also sent a letter with the same count saying completed. 

XX/XX/XXXX - Sent a message to Mohela once again, asking them to review the missing years once again.

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