Consumer complaint received 2023-11-29
Company: MOHELA
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
In Fall XXXX, I had XXXX payments counting towards my PSLF. I submitted an Employment Certification to MOHELA on XX/XX/XXXX as I was approaching XXXX payments. When following up on that employment certification, I was advised of conflicting information by MOHELA- first that the certification would be processed within 30 days, then 45 days, then 45 business days. Dealing with the scenario, led to the current situation. My dealing with MOHELA relating to this situation have led me to question whether they are meeting their fiduciary obligations to borrowers. 

I signed into my MOHELA account on Monday XX/XX/XXXX, and there was no information aside from a message that my loans were in good standing. The balances were XXXX out, and there was no PSLF payment tracker. Any other information related to the loan was not available. When i called MOHELA to inquire, I was told that my loans had be deconverted. I was not given any specific reasoning for this, but was told that this happens when : loans go into default ( mine were not in default ), when there was a request to consolidate ( had not requested consolidation for many, many years ), and when the servicer changes ( had not requested a change in servicer, and I am enrolled in PSLF so MOHELA is the default servicer ). Since none of these scenarios applied to me, I continued to question why my loans had been deconverted. After a substantial amount of time speaking with customer service, and being transferred multiple times, i was told my loans were deconverted due to a need to change the interest rate- my loans have a fixed interest rate. Eventually, I was told my loans will come back online in 3-5 days. There was no explanation as to why this event occurred, and it was clear from speaking with MOHELA 's customer service, that they have no idea why this occurred either. Or, worse, if they do know why this occurred, they would not tell me. I repeatedly asked for documentation related to the conversion and who directed it and why. I was told that I am not permitted access to that information. 

As I continue to track my account, as of today XX/XX/XXXX, my PSLF tracker has gone DOWN from XXXX payments, to XXXX payments, and there are NO payments showing from XXXX XXXX. I have PAID my loans every month of every year, since enrolling in PSLF. I have not been in any forbearance, and have paid- even when not required. 

Whatever MOHELA did related to this deconversion has completely altered and messed up my standing in the PSLF program and with my account as general. There is no transparency and dealing with their customer service is truly a nightmare. 

On XX/XX/XXXX I spent over 3 hours on the phone with MOHELA, the MAJORITY of this time was spent on hold. 

The following documentation is included : - the e-sign application for my XX/XX/XXXX employment certification. 
- screenshots of time spent with MOHELA on the phone on XX/XX/XXXX ( 2 screenshots ) -prior communication from XXXX counting my PSLF payments- as you can see from the documentation, I had payments above and beyond XXXX which is what MOHELA currently lists . -Employment tracker- showing that i have continuously been employed in public service.

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