Consumer complaint received 2025-01-16 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with your payment plan
Company: MOHELA
State: AZ

Complaint narrative:
I have experienced significant issues in attempting to get my concerns and issues addressed with Mohela and XXXX XXXX XXXX as neither are taking accountability for their lack of service and support. I have been repaying my student loans without issue up until the XXXX transition and ultimately the XXXX injunction. Since then, my XXXX count has been deemed ineligible despite documentation and reassurance from Mohela and XXXX XXXX that this would not impact forgiveness programs ( attached file ). My application for forgiveness has absolutely been impacted and neither Mohela or XXXX XXXX are taking steps to quickly rectify this for millions of people who are now in limbo. At the direction of Student Aide, I submitted an application to move into a new XXXX plan on XX/XX/XXXX in order to continue receiving credit for XXXX. I was also informed via XXXX XXXX that credit would be given for 60 days due to processing forbearance ( attached file ) .During multiple calls attempted, I was informed by Mohela XXXX a processing forbearance should have been applied to the account as described above. Upon contact Mohela to address this, representatives stated that those on XXXX did not qualify for a prcessing forbearance. I then asked where this exclusion was outlines on the website or correspondence and none of ther representative could verify that the public was informed of this, therby preventing consumers from making fully educated decisions on how to move forward with their loan repayment options I subsequently submitted reconsideration requests on XX/XX/XXXX to count the Mohela transition as eligible per Mohela- immediately denied with generic response that did not pertain to my situation ; XX/XX/XXXX I re-submitted a new PSLF reconsideration count- no response received as of XX/XX/XXXX ; and submitted a request for buyback on XX/XX/XXXX identifying the months that should have been deemed eligible, which includes a processing forbearance that should have been applied to the account for XXXX and XXXX no response received as of XX/XX/XXXX. I've contacted both agencies numerous times ( XXXX total with several over hours of waiting- attached file of some calls ) between the dates of XX/XX/XXXX and XX/XX/XXXX regarding the status of my requests and ultimately told i needed to wait. On XX/XX/XXXX I was informed by a Mohela Representative that they never received my XXXX application despite the XXXX website confirming that it had been sent XX/XX/XXXX and was in review ( attached file ). The representative shared that they received the taxes attached to the application but not the application portion, therefore I would need to submit a new application. At no time previously was this shared after waiting over three and a half months to have this processed. I was told the new application would then be sent to the back of the que as applications are processed in order, therefore the three-and-a-half-months wait was all for nothing. I then contacted XXXX XXXX and spoke with a representative that indicated that the application was sent to Mohela on XX/XX/XXXX and that I will need to send a new application if they claim they did not receive it. I ultimately requested to file a complaint so that Mohela and XXXX XXXX could rectify this situation and hold the agencies accountable. The woman ultimately disconnected the call and sent me back to the automated menu without the ability to speak with someone to file a complaint. At this time, there has been no progress made on my attempts to hold either agency accountable for their lack of professionalism and transparency. What is happening to me and millions of others, isn't being talked about and as a result, Mohela and Federal Student Aide continue to fail, misinform, and avoid accountability regarding the negative impact their significantly inadequate services have caused. I am requesting assistance in processing my PSLF reconsideration request submitted XX/XX/XXXX, PSLF buyback submitted XX/XX/XXXX, and appropriately process my IDR application that was submitted on XX/XX/XXXX without having to be penalized for additional wait time through no fault of my own.

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