Consumer complaint received 2024-04-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: MA

Complaint narrative:
Currently working with an attorney General from Student loans to help navigate and fix this issue- I have countless dates, times and names of hours of conversations with supervisors regarding my current issue. I had XXXX XXXX XXXX converted to loans that were from my XXXX XXXX back in XXXX at XXXX XXXX XXXX It seems like I will be unable to consolidate them before benefiting from the XX/XX/XXXX consolidation deadline because they are stuck in an " XXXX XXXX XXXX '' and nobody from MOHELA seems to know how to help this issue. I have been going back and fourth with them for hours on end. I started my XXXX  program in XXXX XXXX XXXX at XXXX XXXX XXXX. My understanding of PSLF and MOHELA was : If you enter a new XXXX XXXX program, the loans you take out FOR THAT PROGRAM will be in school status and can not accumulate payments toward PSLF. If you enter a new XXXX XXXX  program, the loans you HAD ALREADY BEFORE will enter in-school deferment. This *SHOULD* have happened with my XXXX XXXX XXXX XXXX  although there was a glitch in the system that grouped my previous XXXXXXXX XXXX loans with my new loan I had to take out for my XXXX  program in XXXX XXXX XXXX. Now the " XXXX XXXX XXXX '' is preventing me from consolidating. I had so many contradicting responses from supervisors from MOHELA, nobody seems to be on the same page there and now I am taking a huge loss and heartbreaking opportunity to consolidate these loans. On XX/XX/XXXX from the time of XXXX I spoke with supervisor XXXX, XXXX XXXX from MOHELA. She clearly stated that they can process and get it removed because I uploaded my XXXX  XXXX  from XXXX on XX/XX/XXXX. She said they see the forms, we see you left the school, it can be removed just need to verify everything. Call back Friday and it should be fixed. I confirmed that the phone calls are recorded. She even said verbatim ; " Its weird, we just got a call yesterday about someone yesterday with XXXX XXXX that were converted and it was saying " XXXX XXXX XXXX '' and we went ahead and got that fixed for them because it shouldn't be saying that. '' I called back Friday ( XX/XX/XXXX ) and got transferred to another supervisor, XXXX. She was now saying they are unable to fix the issue, processing my supporting document ( XXXX XXXX ) is now going to take XXXX  days instead of the XXXX  business days that multiple people had originally said- and I should await another callback from a supervisor next week. XXXX was incredibly unprofessional, could not answer questions. Said she was a supervisor originally but then said she wasn't - can hear all from the recorded phone calls. On top of this, the callbacks from supervisors dont work considering all public workers work their typical XXXX, and so do the callcenters from MOHELA. I would get calls in the XXXX XXXX XXXX, and would be unable to do callbacks and would go through the process all over again. MOHELA has transferred me to the XXXX  XXXX  on XXXX occasions, had me reach out to my XXXX because they said. " this is where the issue is occurring. '' At another point a worker from MOHELA said, " why on earth would they have you contact your XXXX Your XXXX  school is the one saying you are connected with these loans. You need to call them '' I have called XXXX, XXXX, XXXX, XXXX XXXX FASFA. MOHELA continues to give me different responses or transfer me elsewhere and has not been able to get to the bottom of this. The Ombudsman I spoke to agreed that Mohela would just need to assist with the status change. They are the only ones who can assist this. FINALLY on Friday XX/XX/XXXX a customer advocate supervisor says there IS a way to request through XXXX because it does still say I graduated XXXX. Said in XXXX business it will automatically change form XXXX XXXX  to a deferment - but now I'm cutting it so close because the consolidation needs to be in before the XXXX. She said that she would request it to be expedited and apologized on countless occasions for workers at MOHELA not giving me the correct information or helping me navigate this issue correctly. There is NO reason why I should not be able to consolidate these loans before the XX/XX/XXXX deadline.

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