Consumer complaint received 2022-10-20
Company: MOHELA
State: MI
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:
Hello, In XXXX of XXXX, I submitted my final employer verification form to XXXX. 
In XXXX, I received a letter saying my form had been reviewed and there was no change. I called and was told that was sent in error. 
In XXXX I called to follow up and was told I had a canceled review in XXXX but my information was still under review. I spoke with XXXX. 
In XXXX I called to follow up and I was told they aren't sure why it's taking so long ( spoke with XXXX ). On XX/XX/XXXX, I received notification I had reached the XXXX qualifying loans. I called XXXX to confirm and was told this is accurate and I should expecct forgiveness in a few weeks. 
On XX/XX/XXXX, I received a letter stating I was transferring to Mohela. I was told by XXXX that I would not transfer and that my information was sent to Federal Student Aid on XX/XX/XXXX. I also submitted a feedback form to FSA on this date. Received response that i would hear back in 15 days. 
On XXXX my XXXX account disappeared and my loans were transferred to Mohela. I spoke with XXXX at Mohela who told me to resend the form " just in case. '' On XXXX I also spoke with XXXX at FSA who told me that they received my information from XXXX on XX/XX/XXXX ( not XX/XX/XXXX as XXXX told me ). 
Around XX/XX/XXXX I called Mohela and spoke with XXXX who couldn't see my loan information and said he doesn't know why I was transferred and it could take up to 30 days. 
I called FSA again spoke with XXXX who told me my feedback form was " escalated. '' I requested a call back. 
XX/XX/XXXX I received a letter from Mohela saying there was a delay. XXXX said there is in fact a day. XXXX ( supervisor ) said it would not be 10 days but rather 30. 
XXXX submitted another feedback form to FSA. 
On XXXX I received a letter saying I have 120 payments and a second letter saying I don't qualify. I spoke with XXXX who said she herself submitted it to be processed by FSA and to call back once a week. 
XXXX called XXXX spoke with XXXX XXXX Stated it was elevated. first case has a case worker. 
XXXX Spoke with XXXX XXXX supervisor ) at Mohela XXXX She says they are still reviewing for payments or refunds owed. 
XXXX received call from XXXX who said that they have all the information and my loans are in the " direct to discharge '' queue. This could take several weeks. 
XXXX received letters saying I have 124 payments but still don't qualify. Called Mohela. XXXX said Mohela sent to FSA on XX/XX/XXXX and XX/XX/XXXX. 
XXXX attempted to call. Spent 2 hours on hold only to have the call disconnected. tried calling back and recording said they were too busy to take call. sent message to mohela XXXX Called mohela. was on hold for two hours. spoke to someone who said they know nothing. could take 90 more days. Asked for supervisor, was put on hold for 45 minutes and had to disconnect due to emergency call. Sent another message to mohela. 

As of XX/XX/XXXX, I have heard nothing from FSA regarding my feedback cases. I have not had loans discharged. I have not had any response to messages from mohela. XXXX made errors and not mohela is making them. I am very concerned about how this is being handled.

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