Consumer complaint received 2022-11-03
Company: MOHELA
State: MO
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:
In XX/XX/XXXX I heard the great news that I may be eligible for public student loan forgiveness under the waiver. I promptly applied. I was told I need to consolidate to direct loans and I did. XX/XX/XXXX I got word that my loans were consolidated. XX/XX/XXXX, I resubmitted my XXXX application with my direct loans as I was told I needed to do. XX/XX/XXXX I was notified that my loans were actually paid in full by consolidation. I waited and I waited- then I decided to call and wait hours. Every time I called XXXX XXXX- I would wait for 1-2 hours to talk to someone who would tell me they could not help me and they would transfer me again and I have waited up to 3 hours to speak with someone multiple times. After speaking with someone I was told that there was a clerical error and the my application had not been attended to after the loan consolidation but it was getting put to the " top of the que ''. I was so frustrated because I had lost months. XX/XX/XXXX I was told that my payment count was XXXX. I dont know how they count them but whatever ..... I was close enough and instead of fighting I just decided to save myself the trouble and wait another month. XX/XX/XXXX I got notification that my payment count was now XXXX. No idea how it actually decreased 2 months later. In between my notifications I would call XXXX time a week on average and wait hours to be told no news and nobody could help me. XX/XX/XXXX I submitted a new employment verification to hopefully satisfy the XXXX payments. XX/XX/XXXX I got a letter saying my form was missing information and that the signature on my form from my employer was not acceptable. I got a new form, contacted XXXX and had them fill out the form again and submitted it. XX/XX/XXXX I got notification that they would review my updated application. Because of my issues in the past, I once again called to make sure they had EVERYTHING they needed. I was told that it was their mistake and that the signature on the form was acceptable. XX/XX/XXXX I, once again got notification that " the authorized official listed does not appear eligible to certify employment ''. What? I once again reapplied with a new signature XXXX I got notification that my eligible payments were XXXX but qualifying were XXXX. I called to check because I had resubmitted paperwork and my dates should have pushed me over XXXX. I was told there was another clerical error but they would expedite re evaluating. I, once again got something saying my payment count was XXXX. 2 days later I was notified that my loans were being transferred to Mohela. REALLY?!??! XX/XX/XXXX was when my loans were supposed to be available for me to view with Mohela. They werent. I waited a few more days and they were. I resubmitted my application just to make sure Mohela had everything they needed. I called and was told that they had what they needed and I should just wait for them to be reviewed. XX/XX/XXXX still had not heard anything so I called Mohela with minimal difficulty reaching a human. This person told me that the signature on my application was not valid as it looked to be electronic. At this point, this feels like a huge joke. I have jumped through hoops and scaled red tape to no avail. This is unacceptable.

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