Consumer complaint received 2023-11-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: TN

Complaint narrative:
My loans were consolidated in XX/XX/XXXX - eligible for refund after consolidation date. I submitted my PSLF in XX/XX/XXXX. My loans were transferred from XXXX to Mohela on XX/XX/XXXX. 

Mohela " received '' the PSLF application on XX/XX/XXXX. I've been calling consistently or emailing since XX/XX/XXXX to determine why my PSLF had not been approved ( as my employment w/ a non-profit organization was confirmed in the Spring XXXX  ). 

I called Mohela on XX/XX/XXXXXXXX  and asked them to review my application. 
Called back on XX/XX/XXXX. Mohela says that the application was " completed '' on XX/XX/XXXXXXXX   and that I needed to wait 60 - 90 days until the payments were verified. 

I called on XX/XX/XXXXXXXX    and was told that they only had page 2 of a 2 page document submitted on XX/XX/XXXXXXXX   and that I needed to resubmit the form w/ page 1 in order for the payments to be certified ( of note, all pages were submitted to the previous servicer XXXX in XX/XX/XXXXXXXX   and approved/verified ). This would take an additional 30 days to review. 

On XX/XX/XXXX, I called and spoke to Mohela again after noticing that a ~4 year block had not been verified. They said the requested payment dates ( XX/XX/XXXX - XX/XX/XXXX ) are still being processed. They recommended calling Federal Student Aid @ XXXX. This # was actually XXXX XXXX. XXXX XXXX  referred me to FSA at XXXX. I spoke with FSA and they said they couldn't do anything. 

On XX/XX/XXXX, I called re : no payments being demonstrated between XX/XX/XXXX - XX/XX/XXXX. I was told by a Mohela agent that because my application had been approved the resubmitted requests were not being reprocessed so previous agents had not correctly idenitifed and worked on my concerns. 

On XX/XX/XXXX, supervisor on the escalation team confirmed mishap on XX/XX/XXXX in my records. 

I called on XX/XX/XXXX. The last update on the account was on XX/XX/XXXX. I was told Mohela was waiting to hear back from FSA. Servicer from XXXX or XXXX ( XXXX XXXX or XXXX?? ) - didn't update account properly. Status on my loan shows I was in a deferment from XX/XX/XXXXXXXX  - XX/XX/XXXXXXXX  ( although I was on automatic debits from my checking account to XXXX starting in XXXX and XXXX XXXX from XX/XX/XXXXXXXX  ~ XX/XX/XXXXXXXX  ). FSA has to approve. Once my account reflects 120 payments, I can request administrative forbearance until the forgiveness is applied. Discharge date of 60 - 90 days. 

I called again on XX/XX/XXXX. I was told I need to check studentaid.gov and make sure I'm not listed as in forbearance or deferment during this period. 
Studentaid.gov said the following : We do not have any information on payment history. All of your payment history was sent to Mohela when you applied. We do not have any payment history information. All of that is sent from your previous servicer. Mohela should have your payment history ( see chat attached to this complaint ). I called Mohela back. 
- 1st person : told to investigate XXXX - XX/XX/XXXXXXXX  - 2nd person : didn't tell where it should go - 3rd person ( XX/XX/XXXXXXXX  ) : XX/XX/XXXXXXXX  - XX/XX/XXXX, please review and update. 
I was told this would be corrected in 5 - 7 days. 

On XX/XX/XXXX, I was told to go to studentaid.gov and request a PSLF reconsideration application. The rep said mohela can not do anything on their end b/c they only process ; student.gov has the final say on payment count. 

On XX/XX/XXXX, the Mohela rep said she would reach out to XXXX to clarify loans were not in deferment during the unaccounted for payment period and that the issue should be resolved within 30 days. 

On XX/XX/XXXX, I spoke with XXXX who agreed to check on the review case #. she sent me to a supervisor ( XXXX ) - case # for task management system : the account has been added to the XXXX request line to get this period eligible/it 's under review under the limited waiver rules. 

Spoke with XXXX on XX/XX/XXXX. Administrative forbearance on XX/XX/XXXX. 
Request for review processed on XX/XX/XXXX. 
I was placed on a processing forbearance while my income driven application was being processed. it was just processed on XX/XX/XXXX. processing forbearance until XX/XX/XXXX. 
- but i should hear back from Mohela w/ updated payment count before XXXX. 

On XX/XX/XXXX, I sent my XXXX payment statements to Mohela ( XXXX ; this statement is attached to this complaint ). 

On XX/XX/XXXX, I spoke w/ XXXX XXXX No updates and was told it would take up to 45 days for updates to show up on the payment tracker ( no updates yet ).

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