Consumer complaint received 2016-04-18
Company: MOHELA
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
Dear sir or madam : I am writing you to complain and ask for your assistance regarding my current student loan servicer : Mohela. My federal student loans have been serviced by Mohela since approximately XX/XX/XXXX. I have renewed my application for IBR every year and on time. I have made every payment on time. I am a federal employee and I will be seeking Public Service Loan Forgiveness after 10 years XXXX/120 on-time payments. 

This year, I did not receive my taxes back from my accountant until XXXX/XXXX/XXXX. Mohela posted a link on my account 's webpage stating that I would have to renew my IBR plan before it expired and that to do so in a timely fashion, I would have to submit the documents by XXXX/XXXX/XXXX. Thinking that I would have to submit my taxes by upload to Mohela like previous years, I went to do so on XXXX/XXXX/XXXX. The link on my account was broken. I sent Mohela an email on XXXX/XXXX/XXXX, after waiting to see if the link was fixed. Mohela replied to me on XXXX/XXXX/XXXX, that I would be unable to submit my documents like I had done for the last 3 years and would need to do so through studentloans.gov. This website requires me to get a PIN and identity verification that can take from 1-3 days. ( I would also like to point out that the link still remains on my Mohela account profile stating to " click to renew my IBR plan since it is expiring '', but that the link redirects back to my " account home '' and does NOT provide any information about how to actually renew my IBR. I *only* found out how to do so by calling them today XXXX/XXXX/XXXX. ) While I am totally comfortable with submitting my current taxes through XXXX, I am complaining because AT NO TIME did Mohela inform me that I would have to submit my renewal in a different manner that would require me to wait an additional 1-3 days. Today is already XXXX/XXXX/XXXX. My concern is that because of Mohela 's failure to inform me about the new manner of renewing my plan, I will be very close to the XXXX/XXXX/XXXX deadline to renew my student loans. I keep track of all of my finances, including my student loans, like a hawk. This is cutting it too close for me and I fear that due to some unforeseen circumstance I will be unable to submit the documents by the deadline. 

I have had problems with Mohela before including their failure to notify customers of any changes or differences in their loan or their repayment renewal process. I had previously called Mohela in XXXX just to check on my loans and they told m that I would not have to submit the renewal paperwork until XX/XX/XXXX. I only knew that I had to submit the renewal documents on XXXX/XXXX/XXXX because I am very vigilant about my loans and taxes. I do not trust Mohela to be fair regarding their loans and I suspect that these repeated instances of misinformation are to get students to " miss out '' on Income-driven repayment plans and/or Public Service Loan Forgiveness.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation