Consumer complaint received 2022-10-25
Company: MOHELA
State: MN
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:
Good morning, I have worked for non profit healthcare consistently since XX/XX/XXXX. I was employed by XXXX XXXX XXXX XXXX from XXXX and then with XXXX XXXX XXXX XXXX XXXX. I have sent all requested information to XXXX XXXX XXXX. When loan was transferred to MOHELA in XXXX, they informed me that the information sent from XXXX XXXX was incomplete, so I sent MOHELA another app including the employer certification from both employers for XXXX and XXXX, yet I recieved another denial from MOHELA stating my employment has not been certified for XXXX XXXX XXXX XXXX for XXXX. I believe MOHELA and XXXX XXXX is purposely denying my application as a way to avoid loan forgiveness as I clearly qualify and have provided all the information they have requested multiple times. Please assist me with this matter so I can finally get the loan forgivness that I am entitled to. Thank you so much, XXXX XXXX XXXX faxed completed XXXX application to XXXX XXXX which included my last two employers XXXX XXXXXXXX XXXX XXXX and XXXX XXXX XXXX XXXX Both employers are not for profit healthcare companies and I have been consistently employed by them since XX/XX/XXXX. 
XXXX received notification from XXXX XXXX that my application submitted on XX/XX/XXXX, was missing an actual signature on page 2 from my former employer XXXX XXXX XXXX Services authorized official XXXX 
XXXX I faxed an updated application including an actual signature from my former employer XXXX XXXX XXXX XXXX on page 2. 
XXXX I called XXXX XXXX and talked with a XXXX representative named XXXX who informed me that each time I submit new information it can take between 0-90 days to process. 
XXXX I received letter from XXXX XXXX confirming that I have 1 qualifying payment while employed by XXXX XXXX XXXX XXXX XXXX. Letter does not mention anything regarding updated application that was faxed XX/XX/XXXX. 
XXXX Received letter from XXXX XXXX XXXX I have XXXX XXXX eligible payments, and only XXXX XXXX  XXXX payments total. Nowhere in the letter does it explain why my employment with XXXX XXXX XXXX XXXX from XXXX was not approved/certified. 
XXXX I faxed new employer certification and letter to XXXX XXXX for XXXX XXXX XXXX XXXX. 
XXXX I contacted XXXX XXXX and spoke with a PSLF representative named XXXX XXXX XXXX informed me that my employment with XXXX XXXX XXXX XXXX was not certified/approved due to my signature on the application that was faxed on XX/XX/XXXX, and that she would submit the application for a second review as she shows it is the same signature that I have always used. My employment with XXXX XXXX XXXX was certified/approved using this same signature, but for some reason, XXXX  XXXX XXXX XXXX XXXX not. 
XXXX I received a letter confirmation from XXXX XXXX that my XXXX employer certification forms were received and being processed. Letter explains to contact XXXX XXXX with any questions not MOHELA. 
XXXX I contacted XXXX XXXX and talked to a XXXX representative named XXXX XXXX who stated that my application was reviewed a second time and approved on XX/XX/XXXX, however she then stated that it is still under review and I need to call MOHELA for more information as they are my new loan servicer and that any applications received after XX/XX/XXXX are processed through MOHELA. I was not advised of this during call with XXXX on XX/XX/XXXX, and my original applications were not sent in after XX/XX/XXXX, they were sent in on XX/XX/XXXX & XX/XX/XXXX. 
XXXX I attempted to login to my MOHELA account, and since my loans are still in process of being transferred from XXXX XXXX and I am unable to view anything. 
XXXX with XXXX at MOHELA, she explained that my application faxed to XXXX XXXX was transferred over,XXXX but document was cut off so not fully visible, It does not sound like any of my previous apps/employer certifications were transferred. 
XXXX I uploaded my previous faxes/forms to MOHELA account for review. 
XXXX  XXXX, XXXX recieved denial from MOHELA Questions : Why is my employment eligibility/certification not being approved for XXXX XXXX XXXX XXXX XXXX XXXX XXXX I never received anything in writing explaining why it is not being approved. 
Why am I now being shuffled to XXXX when XXXX XXXX has been processing my application since I submitted it on XX/XX/XXXX? Am I now having to start ALL over again? 
Why is my signature on my employer certification not approved for XXXX XXXX XXXX XXXX but is approved for XXXX XXXX XXXX? This is the same signature I have used on all of my student loan paperwork. 
Do I need to send in new paperwork with a different signature so that my employment can be approved/certified? I have worked for nonprofit healthcare organizations consistently since XX/XX/XXXX, I should qualify for XXXX. 
I submitted original application on XX/XX/XXXX which is almost 9 months ago. I was told by XXXX representative XXXX on XX/XX/XXXX that each time I submit documentation it takes another 60-90 days to process, is this correct? Why is it taking so long to process my application so that I may have my loans forgiven since I am clearly eligible based on my employment and I have made at least ten years of qualifying payments. 
Under the temporary program I believe all of my payments should be counted that took place prior to my loan consolidation in XXXX, but they are not currently counted

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