Consumer complaint received 2023-07-12 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: MD

Complaint narrative:
Good morning, I hope this letter finds you well. I am writing to file a formal complaint against XXXX XXXX  regarding their mishandling of my loan refinancing and subsequent disqualification from the Public Service Loan Forgiveness ( PSLF ) program. Despite my repeated attempts to rectify this issue with XXXX XXXX, they have failed to take any action, and I believe that their negligence has caused significant harm to my financial future. 

To provide some background, I am an individual who has been actively participating in the PSLF program with the aim of having a portion of my student loans forgiven after making a decade of qualifying payments while working in public service. I initially reached out to XXXX XXXX  to explore refinancing options for my existing private student loans with the expectation that my eligibility for the PSLF program would not be affected, as I was not refinancing my federal student loans. However, it has come to my attention that XXXX XXXX  incorrectly refinanced my loans, leading to my disqualification from the PSLF program for all of my federal loans. 

Upon discovering this error, I immediately contacted XXXX XXXX  and requested that they reverse the loan refinancing to reinstate my eligibility for the PSLF program. I provided them with all the necessary documentation to support my case, including evidence of my prior participation in the program and proof of qualifying employment. Despite multiple communications and assurances from their customer service representatives that the matter would be addressed, no action has been taken by XXXX XXXX  to rectify this situation. 

The consequences of XXXX XXXX  's mishandling of my loan refinancing and subsequent disqualification from the PSLF program have been severe. Not only have I lost the opportunity to have a significant portion of my federal loans forgiven under the PSLF program, but I have also incurred additional financial burden due to the higher interest rates and repayment terms associated with the refinanced loans. This situation has caused me undue stress and financial hardship, jeopardizing my ability to meet my financial obligations and plan for my future. This goes directly against their mission to " help people get their money right and have the tools they need to take control of their financial futures. '' I am writing to request the intervention and assistance in resolving this matter. I kindly ask that you investigate the actions of XXXX XXXX  in mishandling my private loan refinancing and failing to address my concerns despite my repeated attempts. I do have a case opened with them, and I filed a complaint with the department of education. I also request that appropriate action be taken against XXXX XXXX  to rectify the situation, including reversing the loan refinancing and reinstating my eligibility for the PSLF program. 

I am more than willing to provide any additional information or cooperate with your investigation as needed. I greatly appreciate your attention to this matter and your efforts to hold XXXX XXXX  accountable for their actions. I trust that your organization will ensure a fair resolution in this case, and I hope that my experience will help prevent similar situations from occurring in the future. 

Thank you for your prompt attention to this matter. I look forward to hearing from you soon.

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