Consumer complaint received 2023-01-12 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: FL

Complaint narrative:
I am eligible for XXXX XXXX XXXX XXXX under the waiver program. 

I have worked for the same government employer since XXXX. Sometime around XXXX, I consolidated my loans, unknowing that this would reset my tracker toward public service loan forgiveness. However, under the new waiver program announced in XXXX, I became eligible again, and would have reached XXXX payments around XXXX or XXXX of XXXX. I have continued to pay my student loan payments since, and so I believe I am also due refunds of these payments. 

On XX/XX/XXXX, I submitted my XXXX XXXX to XXXX for processing via fax. I received no correspondence. Soon after, I received information that XXXX would no longer be the processor for federal student loans and XXXX applications, and there would be a migration to Mohela. 

I waited until XXXX of XXXX, and still had no correspondence from either XXXX, Mohela, or my current loan servicer, XXXX. I was becoming nervous because the deadline in XXXX was approaching, and did not want something to fall through the cracks. 

I contacted Mohela on XX/XX/XXXX, and was informed to resubmit the same, original XXXX application. I was told to call in XXXX XXXX XXXX to confirm receipt, and that it would take XXXXXXXX XXXX XXXX to process and complete. 

I contacted Mohela again on XX/XX/XXXX to confirm receipt. I was told to resubmit page XXXX because I had an address change, and I did so. 

On XX/XX/XXXX, I received a welcome letter from Mohela, which also noted my application had been reviewed and approved. I created an account and ensured my contact information was updated and correct. 

On XX/XX/XXXX, I sent a secure message through the Mohela XXXX asking for a status update. I received an automated response to allow XXXX XXXX XXXX for a response. 

I did not receive a response. 

I checked my XXXX account, and it still shows XXXX as my servicer. 

On XX/XX/XXXX, I still had not heard from Mohela. I sent another message through the Mohela portal for an update. 

I again did not receive a response from Mohela. 

On XX/XX/XXXX, I logged into my Mohela account and received a notification that my XXXX application was a " duplicate. '' I called Mohela. The representative informed me that they are unable to locate the original XXXX form, and that XXXX had not processed anything or sent anything. They stated they would send my XXXX application back again for reprocessing, and that this restarts the processing time back to XXXXXXXX XXXX XXXX again. The representative stated the account is in the process of being transferred from XXXX to Mohela. 

Mohela account now shows XXXX XXXX applications under " Documents Received '' and XXXX says " Duplicate '' and the other says " XXXX '' with a received date of XX/XX/XXXX. 

My complaint is that I was very timely in following all instructions to submit my XXXX XXXX to XXXX when the waiver program was announced and started in XXXX. XXXX appears to have done nothing, and as a result I had to resubmit much later to Mohela, putting me toward the end of the line. I did exactly as I was told, and waited XXXX XXXX XXXX I received correspondence it was accepted and approved, but then later found out there was some error and that it would be reprocessed, and the XXXX XXXX XXXX clock would restart. No one informed me there was a problem. No one contacted me. I happened to stumble on this information by being persistent and frequently contacting Mohela. Mohela never responded to portal correspondence, and phone hold times are over an XXXX I have now been waiting XXXX XXXX for my XXXX Application to be processed, and I am very likely XXXX of the easiest accounts to process, forgive, and issue refunds for because I have been with the same government job the entire time. 

I request that CPFB assist me in ensuring that Mohela prioritizes my XXXX Application based on when it was originally submitted, and expedite the processing of my application and refunds. 

Thank you in advance for your time and consideration of this complaint, and your assistance to protect consumers.

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