Consumer complaint received 2024-04-04 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: WA

Complaint narrative:
Today, I spent 5 hours on the phone.First with a representative XXXX who refused to let me speak to a Supervisor until I pleaded for two hours 1 ) In the end, the Supervisor stated that the 43 months of pslf due to your delay in processing loan sequences 1 and 2 have been dismissed. I am requesting these 43 months be credited to loan sequences 3 and 4. 
2 ) She will inquire why you are posting that you forgave these loans in XXXX XXXXWhen discharge has just been initiated a month ago and loan sequences 1 and 2 are still showing up on my credit.

3 ) Mohela does not take responsibility for the increase in my original loan amount now posted on Fed Student Loans.Please note, they request that I contact you regarding the increase. Also the change did not occur until my loans were transferred to you.

4 ) Supervisor not know why my payment increased by {$16.00} in two months and loan balance increased by approximately $ XXXXDespite being set up for automatic withdrawal and paying 5 ) Supervisor was unable to find my IDR application, which has now resulted in a duplicate form being uploaded.

6 ) Supervisor does not know why Ivwas sent an acceptance for automatic withdrawal application that I did not send on XX/XX/XXXX XXXXPlease delete any esignatures you have concocted. 

I wholeheartedly believe the above noted is willfull. I have been pleading for resolve since 2022. 

Please note.I have now submitted 2 SAVE applications online.This is in addition to submitting the application verbally with a person.The Supervisor has also confirmed that my pay check stubs has been received. 
Today, I spent 5 hours on the phone.First with a representative XXXX who refused to let me speak to a Supervisor until I pleaded for two hours 1 ) I am requesting the 43 months above the 120 required for pslf be credited to loan sequences 3 and 4. Loan forgiveness of my XXXX XXXX loan was only initiated after I initiated consolidated to benefit from XXXX XXXX time payment count adjustment. Prior, you ignored my XX/XX/year> PSLF application and just kept adding months on top of the 120 months required as I continued to certify employment. 
XXXX ) She will inquire why you are posting that you forgave my XXXX XXXX loans in XXXX XXXXDischarge has just been initiated a month ago and loan sequences 1 and 2 and is stillbhowing up on my credit.

3 ) Mohela does not take responsibility for the increase in my original loan amount now posted on Fed Student Loans.Thisxamount is twice thecamount that I originally borrowed Please note, they requested x3 incident reports, that I contact you regarding the new update to the original loan amount borrowed.

Also the change did not occur until my loans were transferred to you.

4 ) Despite putting me onchold three times, th Supervisor does not know why my payment increased by {$16.00} in two months and loan balance increased by approximately $ XXXXDespite being set up for automatic withdrawal and paying during forebearance. 
5 ) Supervisor was unable to find my IDR application, which has now resulted in a duplicate form being uploaded to the portal.Also Despite, taking my information she requested that I grant another verbal application that I granted the day before.

6 ) The Supervisor does not know why I was sent an acceptance for automatic withdrawal application that I did not send on XX/XX/XXXX XXXX.Please delete any esignatures you have concocted. She is stating that she has an esignatures on file. This is now fraud and identity theft. 

I wholeheartedly believe the above noted is willfull. I have been pleading for resolve since 2022. 

Please note.I have now submitted 2 SAVE applications online.This is in addition to submitting the application verbally with a person.The Supervisor has also confirmed that my pay check stubs has been received.

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