Consumer complaint received 2024-06-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: SC

Complaint narrative:
I am participating in the Veteran Affairs Education Debt Reduction program. This program reimburses for student loan payments made toward a qualifying degree pertaining to your current employment role. A loan verification form is required for each loan awarded toward your degree. I sent 9 loan verification forms to Mohela on XX/XX/year>. These forms were both mailed and faxed. I waited 3 weeks for a response or returned forms in the mail. Once I did not get my signed forms returned to me I made my first phone call to Mohela. The customer service representative did her best to help me. She stated the forms were indeed received my Mohela, completed, and sent back to me. However, they were uploaded to my previous account that has already been transitioned and she was unable to access them. She however, would put a request for them to be sent in the mail again for me and that was all she could do. She did, however, contact her supervisor that would work on giving me access to my previous account so I could gain access to the forms. I was given a new passcode by the supervisor. However, I was never able to gain access to the old portal, and I never once again received the signed forms in the mail. 

I waited one week and made my second phone call to Mohela. The customer representative again, confirmed Mohela had the forms signed and completed. And still the same problem persisted that they were trapped in the old portal with no access. She however, did speak to her supervisor and was getting permission to email me this forms as soon as possible because this is a program with a submission deadline. She confirmed twice with her supervisor that I would get the forms emailed. Again, I never received my signed forms. 

I waited one week again because I have been working this entire time, and do not have time to call everyday. I made my third phone call on XX/XX/year>. Again, the same thing, these forms were sent in the mail to me. I needed to wait 5-10 business days to receive them. But I wasn't satisfied because I had already heard this story. I was finally transferred to a supervisor who was able to actually directly inbox me the forms on my current portal. And to my surprise what I received were ALTERED loan verification forms. Mohela altered my forms to reflect the total balance of my loans owed and only reflected 3 payments made. I have multiple degrees so this will not work. I need to have the individual loans verified for my XXXX degree. My previous payments were made to a different servicer XXXX. I was only just recently transitioned to Mohela. 
But since I was told to send these forms to my servicer I sent them to Mohela. 

While I understand why they couldn't verify the loans, what I don't understand is why someone would not pick up the phone, send an email, or inbox me on the portal to say as such? Mohela wasted a month of my time on a program with a deadline. And had the disrespectful audacity to alter my forms. I would like a different servicer for sure. They are unorganized and don't care about their consumer. What a terrible disrespectable organization. Mohela should be embarrassed for their behavior.

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