Consumer complaint received 2024-02-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: MOHELA
State: CO

Complaint narrative:
On XX/XX/XXXX I submitted my employment verification form to Mohela in order to update my Public Service Loan Forgiveness application. This form serves as my official application for Public Service Loan Forgiveness, as I have met XX/XX/XXXXmonths of qualifying employment and payments. I have waited over XX/XX/XXXX years for this day to occur and I have officially met the requirements to receive PSLF and for my loans to be discharged. 

MOHELA takes XX/XX/XXXXdays to process my paperwork. On XX/XX/XXXX I received an email from MOHELA stating that there is an error on my employment verification paperwork. This is completely false and I have the physical and electronic form to prove that the form was completed correctly. I called MOHELA on XX/XX/XXXX and waited for XXXX minutes to speak to a representative. I explained my concern and ask them to manually review the employment verification form. They confirm that MOHELA in fact made an error and my form was correctly completed. MOHELA puts in a request for the problem to be rectified and for the PSLF counts and employer to be updated. 

On XX/XX/XXXX, I received an email from MOHELA indicating they have placed my account into forbearance. I did not approve this or request this. I call MOHELA on XX/XX/XXXX and I am on hold for XXXX minutes before I speak to a representative. I speak to the representative and they are unable to explain why my account has been placed in forbearance. I request that this be rectified and that I speak to a supervisor. I wait XXXX minutes and I am then connected to a supervisor. I request to be taken out of forbearance and I ask that they review the error from the previous day. Later that evening, the MOHELA website updated my employer verification form and qualifying payments, but my account remains in forbearance ( listed until XX/XX/XXXX ). 

On XX/XX/XXXX I contacted MOHELA again by phone to inquire about the forbearance status on my account. I wait for XXXX minutes and then speak to a representative. I again explain that I never gave permission or approval for my account to be placed in forbearance. They give me no explanation of why I was placed in forbearance and they provided no timeline on when this will be rectified.

I emailed MOHELA on XX/XX/XXXX and XX/XX/XXXX in order to request information about the status of my Public Service Loan Forgiveness application. As of XX/XX/XXXX no one has responded to my XXXX emails and I have received no communication regarding my application for loan forgiveness. My account is still in forbearance and I am anxiously waiting for my loans to be forgiven. When I called MOHELA to request additional information, they give a blanket statement that it could take up to XX/XX/XXXXdays to process. 

As of XX/XX/XXXX I have completed my obligations under the Public Service Loan Forgiveness program. I have XXXX qualifying payments and I have been waiting on MOHELA to process my application since XX/XX/XXXX. I deserve timely answers and responses. This company has neglected me as a customer, failed to act in a timely manner, displaying ridiculous wait times on the phone, and mishandled legal paperwork. I deserve communication and updates about my PSLF application and it should be handled more quickly. This is my livelihood and life!

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