Consumer complaint received 2022-10-10
Company: MOHELA
State: PA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
XX/XX/XXXX To whom it may concern : This is a formal complaint about the educational loan provider Mohela. In my journey of education, I have had my school loans housed by many different providers. Mohlea in past, was very helpful. Now.not so much. I have been trying to apply for an income-based repayment program. I was on a income based repayment program prior to XXXX and I am now required to reapply for the program. This is what I have been trying to accomplish since XX/XX/XXXX. After the process of applying for the program through studentaid.gov electronically, I was to have my husband create an account and co-sign for me. As Im sure Im not the only one, this is not always an easy option for me. I went back to Mohelas website and found a paper copy to download in order for me to hand write and just obtain my husbands signature. I uploaded this along with a copy of my XXXX federal tax return on XX/XX/XXXX. I then received notification that the application would be processed in XXXX business days. I then receive electronic correspondence on XX/XX/XXXX informing me of a processing delay. On XX/XX/XXXX, I access my documents uploaded on my account profile online and see that the application was cancelled with no communication to me for the reason and I was never contacted for any needed of additional information. Not via electronically, phone or mail. 
I tried to call several times in XXXX but was only met with a recorded response about the programs that didnt apply to my situation. After listening to about XXXX minutes of recording, the recording stated to call back during business hours. This puzzled me because it as in the middle of the day during my work break. Only after several attempts I decided to listen for a little bit longer after this request to call back during business hours only to see that the recording then moves on to the next menu where I am now able to select what Im calling about. This was frustrating and I felt very deceived.

So I reapply and reuploaded the same documents. The application form printed from Mohelas website and a copy of the XXXX federal tax return. I also composed a formal complaint letter and attached it to my uploaded application. This was on XX/XX/XXXX. XXXX. I received an electronic message and a phone call on XX/XX/XXXX from XXXX, a supervisor with customer advocate department. If course she called when I was unable to answer my cell phone due to being at my full time job. The voicemail consisted of a generic message of please call us back about a very important message and then listed the phone number ( the main line ) and the hours and of course, ends it with this is a call from a debt collection company in an attempt to collect a debt. So I call back later in the evening with about a 10 minute wait time. The customer service representative was very eager to try to help but had no idea why XXXX called me. She said that she saw I had an application pending. ( from XX/XX/XXXX ). She said it looked like it wasnt looked at yet and would put an expedite onto it since the XX/XX/XXXX repayment deadline was coming up. ( Later it was then changed to XX/XX/XXXX ). I did thank her for this. I asked if she could tell me why the original application from XX/XX/XXXX was cancelled. I mentioned that I received no information about it. She looked it up and said it was canceled due to duplicate information. This puzzled me because I sent in ONE application and ONE copy of my tax return. How was this duplicated information? 
Next I receive electronic communication from Mohela on XX/XX/XXXX about a application processing delay. No big surprise there. The same steps that happened in XXXX and now happening again. About 2 or 3 weeks later, I check online and my status was still pending. I received notification of an electronic message on XX/XX/XXXX and the letter is dated XX/XX/XXXX. I was denied due to not providing income documentation and proof of family size for the period of time since I was last on the program. I did not receive ANY communication requesting said documentation. Not to mention the application asked for now many children are in my household and if Im married. The application states how many people are in my household and the XXXX tax return shows the social security number of my spouse and each of my children. Does this not provide proof of family size? Also does a tax return not show proof of income? 
Next I get correspondence on XX/XX/XXXX stating a request for more information ( in the email header ) and in the email is asking to provide income documentation and family size from since I was on the income based plan. So I upload my last 2 pay check stubs and the last three years of my tax returns. I dont know what else they are looking for as everything was so vague. Today, XX/XX/XXXX, I now get another phone call from XXXX, the supervisor as the customer advocate, asking to call back at the main line. Now again, Im waiting to get through the XXXX minutes of pre-recorded messages only to have the system repeat three times to me I didnt get that before putting me in a que with a wait time of XXXX minutes. Well over 2 hours later.I gave up. I work XXXX  jobs to make ends meet and have XXXX kids. My husband works too. My main job is customer service and reputation management and this treatment is horrible. Im also required to answer the phone at my job. I can not wait on hold for over 2 hours to talk to someone. Mohela DOES NOT offer call back options. Other reputable businesses and services at least offer that. Mohela DOES NOT offer email communication options. Heck even doctors offices know how to have secure email message as an option to streamline customers needs. Their website has a send email button in your user account. Only to be re-directed to their contact us page where you can only call or upload documents. 
This is such poor service and if you just go to the XXXX  or their XXXX page you can see so many angry and frustrated people. Many records of having to wait for over XXXX hours just to have someone not have an answer or get hung up on. Their response? .ask for a supervisor. Ok apparently thats another XXXX minute wait. In this day, NO ONE has the time to spend their entire day on the phone just tying to get a reasonable payment that isnt another mortgage payment after attempting to apply the proper way 2 times prior. And providing anticipated documentation only to be cancelled without explanation. 
Im trying to be a responsible adult and repay the loan I took out. How am I supposed to go this if the only way to communicate is through their phone number and wait for a extensive period of time. This is ridiculous. I am seriously concerned that I will be unable to get this resolved before payments start back up on XX/XX/XXXX. I worked so hard to get my credit score to a good place after having to struggle with daycare payments for XXXX children. I am concerned that I will not get this resolved, which in turn will be a required payment of $ 1500 year month, which is more than a single paycheck for me. I fear I wont be able to pay and that this situation will destroy my credit. Ive been trying to get this finalized for THREE MONTHS now. At this point Im not interested in waiting on hold for over 3 hours to speak to someone who cant help me. What I need is a direct number to a supervisor or a direct number to someone who can help me. Even if I have to let a message and wait for a call back. Or better yet, process my application or tell me clearly what you need from me. Or may be a responsible company and set up chat features, customer call back features or set up a darn secure messaging system or hire more workers. Anything!

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