Consumer complaint received 2026-06-02 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: OH

Complaint narrative:
On XX/XX/year> at studentaid.govXXXX XXXX XXXX XXXX XXXX recertification date was XX/XX/year>. Today is XX/XX/year>. This is 22 days away. Keep this in mind as you read this complaint. ( reference Exhibit A StudentAid XXXX, Recertification DuXXXX Date XXXX uploaded document ). Last year, I had challenges because I was told I waited too long to recertify and it takes several weeks. Therefore, being proactive to avoid this circumstance again, I, XXXX XXXX XXXX, recertified on XX/XX/year> at XXXX. I tried to avoid this challenge with my service provider. I was proactive to allow more time for the XXXX process. I thought this would help the service provider and our past customer relationship. I uploaded required Tax Documents into my new XXXX application.The file name is called XXXX. It was an acrobat PDF file format. This upload was verified on XX/XX/year> at XXXX located under MY FILES. The file met the memory qualification of XXXX ( reference Exhibit B Tax File Upload Verification in My Files uploaded document ). On XX/XX/year> at exactly XXXX XXXX, studentaid.gov stated You successfully submitted your XXXX application. ( reference Exhibit C You Successfully Submitted Your IDR uploaded document ). In addition, on XX/XX/year>, I received by email confirmation by the from address U.S. Department of Education ( reference Exhibit D Confirmation of Your XXXX XXXX XXXX Request uploaded document ). Remember the recertification date ins XX/XX/year>. - - - - Now comes the confusion by my Service Provider MOHELA - - - - Although I was trying to be helpful for my service provider, yet again, I have conflicts of interest. On XX/XX/year> at XXXX, MOHELA emailed me conflicting information. The email stated Its too soon to process your XXXX Recertification. The other statement was, XXXX, your XXXX XXXX could not be processed. Again, my XXXX CAN NOT BE PROCESSED BY MOHELA. MOHELA also requested I view my document green button within the email. When you click on View My Document the URL takes you to MOHELA generic main page Log In. After logging in, the URL takes me to XXXX. The XXXX just tells me again Its too soon to process your XXXX recertification with a date of XX/XX/year>. The pdf document states the same thing again. You submitted your request before the recertification period. - - - - So to breakdown this conversation simply.- - - - I recertified on XX/XX/year>, because recertification date was XX/XX/year> per studentaid.gov. Knowing that it can take several weeks, AGAIN SEVERAL WEEKS, I was proactive to be more efficient this year. Now, I have another conflict. Last year, I was told I waited too long. So what is it " I '' exactly need to do this year for XXXX? It seems I can not do anything correct for MOHELA? ( Reference Exhibit F Inbox Message We are Unable to Process Your XXXX XXXX XXXX uploaded document. ) So today is XX/XX/year>, and XX/XX/year> is only 22 days away. How can it be possible, I can not recertify my XXXX now per MOHELA communications? It takes several weeks to process the XXXX.

Company response to consumer: Closed with explanation