Consumer complaint received 2023-02-10
Company: MOHELA
State: GA
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:
*********Sent to the XXXX  : I emailed Mohela and received this. I emailed them XXXX times & was told my loans were transferring. However, every other call told me they were previously transferred and the counts were updated. We received your PSLF application & are working them in the order they are received. Please allow up to 90 business days for processing. You will be sent notification after the processing is complete. I submitted my final XXXX documents in XX/XX/XXXX, prior to the XXXX deadline. Mohela told me via phone that they'd already had my other PSLF document come over from XXXX in XX/XX/XXXX. PSLF Application- XXXX  Processing XXXX  PSLF Application- XX/XX/XXXX Processing XXXX XXXX DL Consolidation Subsidized, XXXX, PSLF, TEPSLF, Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX  PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Subsidized XXXX  PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX  PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Subsidized XXXX  PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. Previous payments showed XXXX payments. Again, I was told to that my other periods would take care of the last XXXX payments. I have been a government employee well 10+ years. I submitted each PSLF document for the covered periods from each federal agency. I called mohela in XXXX XXXX XXXX XXXX XXXX  and was told that it would take 60 to 90 days. 

Desired Outcome/Settlement Desired Settlement : Contact by the business I would like my PSLF/TEPSLF counts to be adjusted so the loans are discharged/forgiven ; 1of the agents literally told me they were in the process of forgiveness and now they are saying they are tranferring. ; I want the truth of where my loans are and why the explanations keep changing. 
Wednesday, XX/XX/XXXX MOHELA has received this customers inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. 
Wednesday, XX/XX/XXXX Complaint : XXXX I am rejecting this response because : No contact has been made by mohela with me, nor any attempts by email or phone. I want direct answers to each of my concerns. 

XXXX XXXX : Dear XXXX XXXX This message is in regard to your complaint submitted on XX/XX/XXXX concerning MOHELA. Your complaint ID is XXXX. 

Below you will find the company 's position to your complaint. 

What happens next? 

Please review the company 's response to your complaint and advise the XXXX  if you accept or reject its position. 
If you reject the response, please indicate why and provide any documentation to support your continued dissatisfaction with the business. 
Access to this complaint will close after seven ( 7 ) calendar days. If you respond after that time, please contact our office directly at XXXX XXXX XXXX 
If you have any questions, please do not hesitate to contact our office. 

Sincerely, Dispute Resolution Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX MESSAGE FROM BUSINESS : MOHELA has received this customers inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. 

**********MOHELA RESPONSE : Dear XXXX XXXX This message is regarding Complaint ID # XXXX MOHELA Thank you for following up with XXXX  regarding your position in the above-mentioned dispute. 

The business has provided XXXX  with its position, which indicates a good faith effort. This matter is now closed in XXXX files, and will appear in the companys XXXX  Business Profile as : Answered- the business addressed the issues within the complaint, but the consumer remains dissatisfied. While we regret we were unable to reach your desired resolution, you may provide new information or documentation with your position for review. 

Please let XXXX know if you do not receive the letter from MOHELA within 10 days Thank you for using our services, and we sincerely hope you will contact us for pre-purchase information. 

Regards, Dispute Resolution Department XXXX XXXX XXXX XXXXMohela response to my non-acceptance of their explanation. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear XXXX, This letter is in response to the Complaint filed with the XXXX XXXX XXXX  regarding your student loan account with the Department of Education, which is currently being serviced by MOHELA. 
Your concern, as we understand it, is regarding the transfer of your loans, as well as your payment count for the Public Service Loan Forgiveness ( PSLF ) Program. 
Please know that we sincerely apologize for the frustration and inconvenience that this concern has caused you. 
Issue # 1 : The transfer of your loans. 
Your Direct Consolidation Loan disbursed XXXX XXXX XXXX is currently serviced by MOHELA, and has been since its disbursement. As the servicer for the PSLF Program, your loan will remain with MOHELA. 
Our records indicate that you have no additional student loan debt that requires transferred to MOHELA. 

Issue # XXXX : Your payment count. 
Our records indicate that your PSLF applications, received through XXXX XXXX XXXX have been processed by MOHELA, yielding approved employment as follows : EMPLOYER BEGIN DATE END DATE XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This, compared to the history of your loan, currently yields a qualifying payment count of XXXX towards the required 120 for PSLF. As your loan was recently consolidated XX/XX/XXXX, your qualifying payment count has been temporarily reset while XXXX prepares and provides information to MOHELA regarding recently announced flexibilities surrounding the PSLF limited waiver and Income-Driven Repayment plan account adjustment. 

Later this XXXX, FSA will be providing the necessary additional information to MOHELA regarding qualifying periods of repayment, deferment, and forbearance prior to your consolidation. Upon applying the additional credits regarding qualifying periods, if you are determined to have made 120 or more qualifying payments toward PSLF, MOHELA will submit your information to FSA for a final review and determination. If approved, we will then begin the process of applying the forgiveness to your account, including refund requests for payments made after the date for which you qualify for forgiveness. 
For additional assistance, please contact a member of our XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
Sincerely, MOHELA XXXX***MY LAST RESPONSE TO MOHELA : XXXX XXXXXXXX XXXX Body : Your Question : Hi, Thanks for the info. MOHELA told me to consolidate and now I'm being penalized? You can't tell a customer to do something that is potentially damaging to them as you have here. This is unacceptable. In addition where is my current PSLF firm that was uploaded XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief