Consumer complaint received 2023-01-22
Company: MOHELA
State: OH
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
My story is long but I've been trying to get PSLF approval from Mohela since XXXX of XXXX. Their customer service is HORRIBLE. They put you on hold for hours... yes, hours... then disconnect. When you do reach a rep, they are clueless. If I ask for corporates number, no one can find it. When I faxed important documentation to them ... THREE TIMES ... they claim they never got it. They said my PSLF was denied because they don't have my employer proven start date for employment, but I faxed it and got a verification of sent document back on XXXX XXXX XXXX. I've sent dozens of emails but their secure messaging site is a mess. It won't allow me to upload documents, most importantly being this document they say they haven't received by text. 

I could go on forever but here is the most recent diatribe from me to them. As you can see, their response to my complaint is ridiculous considering my entire issue dealt with their lack of customer service and I noted ( as you'll see ) that the reps know little and can't even get me the info from a supervisor. They said to file a complaint, send a secure message, which I did. In fact, I sent several. This happened today XX/XX/XXXX. So I send the following emails to them ( I've only included two of them here ) but then they turn me around in circles and tell me to call when the rep when I DID call told me to email my complaint. Thank you ... XXXX XXXX XXXX correspondence sent XXXX XXXX First one : XX/XX/XXXX XXXX XXXX Body : Your Question : Listen, per your message I called the number and the rep claims you never received my employer 's fax to you confirming my start date and my employer even received a " fax received '' message so I know it at least got to Mohela. Then I sent the email in this string to confirm you received it and all you guys stated was that I should call in. So, that's what I did only to learn no one got it and bc of that, my pslf was denied. I faxed the employer document, tried to email you guys, and did this well within the 60 day limit ( it still hasn't been 60 days since the notice ). So, I ask, " Who receives these faxes? '' Your rep didn't know... nor did your rep even have access to or knowledge of the phone number/contact info to the corporate office in MO. She's looking right now and I've been on hold forever. I am deeply frustrated with Mohela 's lack of follow through and organizational skills. I've done everything you asked... I even checked up on the fax to ensure you received it which I shouldn't have needed to do! The rep said to fax it again, but what good will that do when you clearly don't do your part after I've sent it? I now have a photo of the letter, too, that confirms my start date of XX/XX/XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX WHERE EXACTLY do I send the photo to prove my start date??! This message system doesn't allow me to attach anything, and when I go to UPLOAD DOCUMENTS your XXXX system won't allow it ... it says " Back button or bookmark actions may not be used to access this page. Please return to the Account Summary page and restart your activity. '' So, I went back and did this several times and it keeps giving me this message! Listen, I have been actively pursuing this initiative since XX/XX/XXXX of last year! How do I ENSURE that you all receive proof of my start date? This is absolute nonsense. Tell me an exact email address with an exact name and the ability to upload photos so I can prove my employer start date with you all. I am NOT losing out on thousands of dollars of loan forgiveness because your system and organizational skills are embarrassing. 

Next email today ( same day ) : To follow up on the missive I just sent you about the lack of organization regarding you not receiving my fax in XXXX verifying my start date from my employer, your site here is impossible to navigate. You literally go in circles half the time. Consider the following statement : If you have already contacted MOHELA Customer Service and are not satisfied, please file your complaint via secure message or one of the other available contact us methods. There are NO OTHER CONTACT METHODS in which to file a complaint. Believe me, I tried to file one with one of your reps by phone. They direct me back to the " message us '' option on the website. So, there is ONE place and only ONE place where you can actually " file '' a complaint in writing. Your site has lousy instructions. How can a site not even give contact info for the CORPORATE location of the company?! I guess you all may get a lot of complaints so corporate employees are in hiding or something? Who knows... not I NOR any Mohela reps. In fact, I sent you a secure message after my employer faxed my proof of start date to make sure you all received it to add to my file. Instead of answering that direct question, someone emailed back that I should call in. WHAT??! Is there a reason you can not answer the simple question, " Did your or did you NOT receive the fax my employer sent you? '' Reps are not " well-informed '' as you claim on your site, nor are you providing " quality service. '' Your website kicks me off every XXXX minutes where I have to log back on constantly. Your site won't allow me to upload documents giving me the message I mentioned to you in my email right before this one. In fact, you've processed my loan and are now my servicer ( I dread the thought ) yet I can't even see ANY of my loan info on your site. Mind you, I've been pursuing the PSLF since XXXX of last year! I've done my part, now you do yours. Find my fax, please. XXXX XXXX MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting Mohela. Please give us a call for further assistant at XXXX. 

Sincerely, XXXX XXXX XXXX Next email today : Mohela is a JOKE. CLEARLY YOU DIDNT READ ANY OF MY MESSAGE! BLANKET ANSWERS TO BORROWERs legitimate concerns dont some problems, Mohela XXXX What a waste of my logging on to my secure message. No one can even file a complaint per your reps instructions. Oh, instead, Ive filed a complaint with the XXXX my senators, representatives, and other entities. If you are just going to reply with call us then dont bother. I did. Over and over and over againproving you run people in circles to evade responsibility. Sincerely, XXXX XXXX P.S. I bet you get XXXX when someone constantly gives you the runaround too. 

Next email today : XX/XX/XXXX XXXXXXXX XXXX Body : Your Question : Oh, and finally, your last email reply to me where you didn't even answer my question said a loan counselor would be calling me to discuss. NO ONE EVER CALLED ME. Great system you have going on there. Ugh. Soooo frustrating. 

Next email today : Sent Date : XX/XX/XXXX XXXX XXXX Body : Your Question : Then again, I guess maybe you forgave my loan since no balance shows in my account. I guess Ill ignore any future money you demand just like youve ignored thousands of your borrowers. 

++++++++++++++++ I might as well send you other emails I sent to them. This one is from XXXX XXXX on their secure messaging site ( no counselor ever called me... that was the second time they said someone would call me ) : This one was sent on XXXX XXXX, XXXX after my employer had faxed them proof of my employment start date. I wanted to make sure they received it but they wouldn't give me a yes or no answer. And, yes, I tried multiple times to call them after this. I've called dozens of times since XXXX of XXXX. 
Sent Date : XX/XX/XXXX XXXXXXXX XXXX XXXXody : Your Question : Hi, You requested that my employer send my exact start date. My business office faxed it Friday but it doesn't show on my submitted documents. Can I confirm that you received it? Please call me at your convenience if you are able. Thank you, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, A request has been submitted on your behalf to have a Student Loan Counselor reach out to you shortly. In the event that we do not reach you, please contact us toll free at XXXX and we would be happy to assist you. 


If you have any additional questions, please contact us toll free at XXXX MondaXXXX XXXX XXXX XXXX XXXX XXXX, Tuesday through Friday XXXX XXXX XXXX XXXX XXXX., and Saturday XXXX XXXX XXXX XXXX XXXX CT. 


Thank you, MOHELA Phone XXXX Fax XXXX TDD Dial XXXX XXXX XXXX  XXXX T-F, & XXXX Sat. CT. XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX. or after XXXX XXXX. They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov If you do not want to receive future information of this nature, please unsubscribe or contact customer service at XXXX. 



This one was sent on : XX/XX/XXXX XXXX XXXX Body : Your Question : I've been calling and emailing about when my approval for my XXXX will go into effect. The last phone conversation I had said to wait to hear from Mohela by the end of XXXX. Mohela still hasn't contacted me about whether or not I'm approved and when my loans will be forgiven and you received my transfer this past XXXX. First it said to wait 10 days after the transfer for more info and now it says it can be up to 30 days before hearing back. I'm now going on 120 days waiting for information from you all. What gives? Please advise on the status of my application ( and yes, I know you've received it and it's been on file since XXXX... I even sent another one thinking you misplaced the first one since I wasn't hearing back from anyone... I've literally checked in with you guys more than a dozen times ). Thank you, XXXX XXXX XXXX MOHELA 's Response : In order to provide exemplary service, we want to make sure that we are addressing your questions and concerns accurately. Due to the complex nature of your Public Service Loan Forgiveness ( PSLF ) inquiry, we need you to speak with a Public Service Loan Forgiveness ( PSLF ) Specialist. Please call us toll free at XXXX. Monday XXXX XXXX XXXX XXXX XXXX., Tuesday through Friday XXXX XXXX XXXX XXXX XXXX., and Saturday XXXX XXXX XXXX XXXX XXXX. CT. 


Phone XXXX Fax XXXX TDD Dial XXXX XXXXXXXX XXXX, XXXX T-F, & XXXX Sat. CT. XXXX XXXX XXXX, XXXXXXXX XXXX  XXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX  or after XXXX XXXX They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov.

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