Consumer complaint received 2022-10-24
Company: MOHELA
State: AZ
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
I am just about at my wits end with XXXX application process. I have hit probably every stone wall barrier to get payment count reviewed. I have yet to obtain a loan transfer to start review of my payments. 

I have direct loans, consolidated in XXXX, paying since XXXX. Currently serviced by XXXX after I was transferred from XXXX to XXXX in XX/XX/XXXX. 

I applied for XXXX XX/XX/XXXX and my application was received via XXXX XXXX My employment ( over XXXX years ) was certified and approved for loans to be transferred back to XXXX XX/XX/XXXX. I received the one and only letter correspondence on XX/XX/XXXX stating I would be moved to XXXX for payment count review for qualifying loan payments. I have had no further progress. 

I was not moved from XXXX to XXXX. I did not receive any further formal communication. I was verbally told via XXXX supervisors that I would be moving to Mohela after XX/XX/XXXX and even told " you likely will be in the first several batches with a XXXX application ''. I was also told I would receive a status letter stating I would be leaving XXXX and moving to Mohela. TO DATE THIS HAS NOT OCCURED. 
I was concerned about the lack of communication and wait time so I contacted Mohela directly and was instructed to reapply through Mohela. 

Mohela received my repeat application on XX/XX/XXXX. 
I was told I would have a XXXX wait to have loans received by Mohela for payment count review. 

Still today XXXX has no notice to move my loans to Mohela for payment count review. 

As of now, I applied 8 months ago without any further review of my payment count status for forgiveness. 

I have been in contact with XXXX Ombudsman, XXXX supervisors, Mohela supervisions and have made numerous formal complaints to the studentaid.gov website. All complaints have been closed with essentially " check studentaid.gov for waittimes and information ''. My last complaint has been unreviewed for 6 weeks. I have also called the Department of Education and XXXX routed back to Mohela. 

Mohela informs me that they " have made the request to transfer loans several weeks ago '' but that there is a communication disconnect with the Department of XXXX? XXXX clearly is not receiving these requests to transfer my loans despite it being over 6 months since approval. 

I am beyond frustrated. Have spent endless hours on the phone and shed too many tears without any progress. 

I am just told to " wait '' yet all the waiting has lead to more waiting and no answered as to why my loans are just being in purgatory without transferring.

I am now told that likely will be 6+ months before I am seeing any sort of possible forgiveness due to wait times. ( 30-60 days to transfer loans + 90 days Mohela to review payment status + DOE to apply waiver and review account + 30-90 days for forgiveness, plus I believe I am in for a refund. ) I just need SOMETHING to happen. Applicants who are applying in XXXX and XXXX are obtained forgiveness letters already and I haven't even been reviewed with a XXXX application. 

HELP! 

Mohela XXXX # XXXX

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