Consumer complaint received 2022-12-22
Company: MOHELA
State: PA
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:
I have been paying on my student loans since XXXX. I have worked for the same PSLF eligible employer since XX/XX/XXXX, and have sent pslf certifications every year to fedloan and now mohela. From XXXX to XXXX, I was in the 20 year repayment plan and did not realize I had to be in the XXXX program for XXXX, so I consolidated into a direct loan on XX/XX/XXXX. 
XXXX then serviced my loan until XX/XX/XXXX when mohela got them. I then went and got a XXXX XXXX, where the final class ended XX/XX/XXXX. Therefore there were loans taken for grad school after the XXXX was consolidated. 
In XXXX, I noticed my payments were not being counted towards XXXX during the covid forbearance so I called XXXX and they said I was in in school deferment but I could fill out a form to waive it back to XX/XX/XXXX, so those payments wound count. I did this and they approved it. My counts on the loans XXXX and XXXX ( direct consolidated loans ) increased to XXXX through XX/XX/XXXX. I had XXXX other loans in XX/XX/XXXX with lower counts ( XXXX and XXXX with XXXX ). I called XXXX  and asked why they had different counts, and they explained that they were taken at different times. I asked if I had to consolidate them and they said no under the pslf waiver they were ok because they are all direct loans. 
In XXXX mohela got my file and since it has been a mess. In XXXX, I sent them my XX/XX/XXXX pslf certification which they denied because it was a duplicate. On XX/XX/XXXX, I sent them a message asking if I needed to do anything about the varying payment counts so they would be forgiven when they reached XXXX payments. They responded with a message to give them 90 days to process. Sometime around XX/XX/XXXX, I called and spoke to a rep and asked her why my payment counts were pending and not increasing and she said because the last time they were reviewed was the XX/XX/XXXX certification. I asked if there was ANYTHING I needed to do to get ALL of the loans forgiven when I reached XXXX payments and she said " no but I suggest sending an updated XXXX XXXX ''. So I did right away, and this is STILL pending for mohela to review. 
On XX/XX/XXXX I sent mohela another message and specifically asked if I needed to consolidate before the waiver ends so the loans would be forgiven after XXXX payments. Again they responded to give 90 days to process but added the counts would be increasing and " no further action in needed by me at this time ''. I also called on XX/XX/XXXX and spoke for XXXX minutes to a rep who said no action was needed because I had all direct loans. 
Then on XX/XX/XXXX, I got a letter from mohela  that they received notice i am in school status and they put ALL of my loans into in school deferment BACK to XX/XX/XXXX ( when this was already waived and completed by fed loan ). This means no covid counts would count again. I called them on XX/XX/XXXX and spoke to a rep who said I could waive them, after she confirmed that mohela  had the documents from fed loan and she was looking at them. Then, i asked her once I do that, and they put me back into forbearance will all of the loans be forgiven when the highest reaches XXXX payments and she said loans XXXX and XXXX would be first because they are at XXXX counts through XX/XX/XXXX ( pending mohela getting around to ever reviewing my pslf it will increase to XXXX counts through XX/XX/XXXX ). Then she said all of the other loans will have to reach XXXX payments!!! I am at XXXX payments on XXXX loans right now. This is what I have been trying to fix since then and having a very hard time getting straight answers from anyone. 
I have complained to XXXX, mohela  many times and also to senators, oags, XXXX  and on XXXX  and the bbb. I have an extensive case file with numerous documents as proof and the last few requests I sent to mohela are still processing. 
I have been asking them if I consolidate my loans now, ( since I did not due to their erroneous information said I did not need to ) would all of my counts be reset or not under the XXXX waiver. Then on XX/XX/XXXX I went onto mohela and saw that loan XXXX was gone and my balance decreased to $ XXXX from $ XXXX. There was loan XXXX left ( at XXXX pymts through XX/XX/XXXX ). I called mohela and could not wait over XXXX hours to talk to the cat rep because i had a meeting. So, XXXX  assured me that they confirmed with the XXXX XXXX XXXX that I am able to consolidate my loans and get credit for months prior to consolidation. Because I was worried that loan XXXX would be written off like loan XXXX was and then only the lower count loans would be left, and I would lose over XXXX payments and more, I filed a consolidation application today XX/XX/XXXX. 
If my payments now reset to zero and I do not get credit and all of them automatically XXXX because of mohelas error, I will consider filing a lawsuit based on principle, mental anguish and suffering in dealing with this pslf mess. 
This system is not fixed, and is probably worse with XXXX servicer getting all of the loans now. 
I have filed a feedback case with studentaid.gov that is also still pending. 
Please help me resolve this. I should not be harmed due to mohelas misinformation and lack of responding timely. Thank you

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