Consumer complaint received 2022-08-23
Company: MOHELA
State: OR
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On XX/XX/2022, I submitted my Limited PSLF Waiver application to XXXX XXXX. I called in XXXX of XXXX to check on my application status and was told I needed to wait 30-90 days. At the 90 days mark, XXXX of XXXX ( longer than 90 days ), I was notified through my account that my application was denied due to missing information. I called to clarify what was missing. I was told the missing information was my employment verification form. I immediately resubmitted my application, as the employment verification form was included in my original application. 

In XXXX of XXXX  I called again to check the status of my application. At this time I was transferred to a supervisor who told me that the XX/XX/2022 application DID contain my employment verification form, but it was misplaced by XXXX personnel. The supervisor informed me that because the application was submitted as a " new '' application in XXXX, not a review, the entire application process " started over '' at the 30-90 day count. 

On XX/XX/2022, I received written communication from XXXX  XXXX servicing that my application was missing information and the employment verification section had inconsistent information. I immediately called XXXX. I was told that my employer put " current '' for the end date and also checked a box below that stated " still employed ''. The representative I spoke with said they would put the application in for review, because they found this technicality redundant but not cause for application denial. I was told to call back in 5-7 business days, as well as, encouraged to file a complaint with Borrower Defense . I attempted to call back after 5-7 business days and after waiting on hold for 45 minutes, I was unable to get through. 

On XX/XX/2022, I waited on hold for two hours and spoke with a representative who said that my application was in the process of being transferred to Mohela, the new servicer. However, in this call, she also stated that a notification went out to all XXXX representatives this day stating they are to not transfer any applications that they have already started. It has now been nearly 180 days from my application and there is no resolve. The representative on today 's call said she would put in a request for another review and that the decision regarding the clerical error of redundancy was " petty ''. I was told, yet again, that it will take 7-10 business days for a review ( a review that was supposed to happen back on XX/XX/XXXX. I was told I will not be notified of this decision for another 3-4 weeks after the decision has been made, and Mohela will be notifying me. 

I am beyond frustrated and feel that there has been a lot of finger pointing with little inaction or solution. Moreover, based on the conduct of this process, I have little faith that my application will be adequately reviewed, nor considered at this time. 

I am hoping for an honest consideration, as I believe I have met the requirements of the " Limited PSLF Waiver '' opportunity. I am an educator who will not have the time to sit on two hour holds to check to see if my application is being processed in a fair and time guaranteed manner. 

Any help you can provide would be greatly appreciated. I am also hoping that this could provide some accountability to help those in very similar situations as myself.

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