Consumer complaint received 2023-08-03 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: CO

Complaint narrative:
Hi this is a follow up complaint to a complaint resolved ( XXXX submitted XX/XX/XXXXXXXX  ). the case was resolved via letter from Mohela on XX/XX/XXXXXXXX  ( see attached ). While the resoution was successful in XXXX  XXXX  the balance of student loans with Mohela ( services ) and receiving the refund due, Mohela has not completed the last part of the process ( I neglected to include in the initial complaint ). As a final step in the process, Mohela informs the dept of education to XXXXXXXX XXXX the balance with Federal aid under my social security number ( XXXX ). 

The balance that was forgiven XXXX ( see letter XX/XX/XXXX ) was my portion of a direct spousal loan. Originally all of the balance ond information was managed under my husbands name ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, under the recommendation of MOHELA and a federal aid ombudsman, we filed a reconsideration with dept of ed to have the loans separated. This was completed in XX/XX/XXXXXXXX  and the balance remaining of XXXX ( after my husbands portion of XXXX was forgiven ( XX/XX/XXXX ) was transferred back to my social security number with federal aid. The balance remains. 

When I spoke with Mohela about the letter XX/XX/XXXX forgiving my amount I was assured that they ( mohela ) would inform the dept of ed to XXXX XXXX  the balance for my social security nunmber. this did not happen. i waiting the 60-90 days and the balance remains. I spoke with Mohela ( supervisor XXXX ) on XX/XX/XXXX and he stated it should be done and he sent a review request to have the Dep [ t of Ed informed of this in 5-7 business days. the reference number provided was XXXX. I was told I would receive a personal email when the request to DOE was sent. No email has been received. 

At 7 business days, I call mohela and spent another 2 hours 10 minutes on the phone and finally after talking with ( supervisor XXXX XXXX I was informed that they sent the review request on XX/XX/XXXX and heard back that the loans had been forgiven under my husbands name and that they needed to figure out how to have DOE XXXX XXXX  my loans ( the process is, as per DOE is the servicer - Mohela informs them to do it ). 

XXXX stated she sent an email to a manager and it would be another approximately 7 days to hear back. She provided case number XXXX. 

I have been informed several times that the information was sent and then told it was not and repeatedly told that my balance with them is XXXX. I have provided information regarding the reconsideration ( moving the balance back to my account ) and the request to XXXX XXXX  my balance has yet to be completed. I have been in this process for 22 months and it should be done. Each time I call Mohela I get different people who can't access case numbers or reference numbers or who simply don't take the numbers to check anything. 

The final step of the process needs to be completed so my loans are indeed forgiven ( and not coming due in XXXX with Mohela as the services ). Each time I call it is a rehashing of what has already been discussed and a statement that it is complicated. In XXXX I was told they would be done and in XXXX I was told they XXXX XXXX  with fed-aid would happen by XXXX. In XXXX I was told it had not been done. In XXXX I was told it was complicated and needing to be looking into. this is the experience we had with Mohela from the start- they do not do anything unless we submit a complaint - and that is why we are submitting a second tome to have the final step completed a final resolution would be to have Mohela inform DOE to XXXX  XXXX  the balance on XXXXXXXX XXXX XXXX account and for DOE to recognize and do that. 

I have submitted a complaint/resolution ton DOE and it has been several weeks. I was told last week I would get a call back as it had been over 20 calendar days- i have not received a call.

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