Consumer complaint received 2025-01-28 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: CA

Complaint narrative:
I submitted an application for XXXX Student Loan Forgiveness in XXXX, XXXX to MOHELA. I never received confirmation that my application had been received. I called once in XXXX, waited on the phone for four hours, and was asked to call back a month later for a processing timeline. I called in XXXX, waited on the phone for four hours, and was told that the latest they would process my application would be XXXX XXXX 90 days after the application was submitted. They told me to call back in three weeks. I called back in XXXX and XXXX, each time waiting more than four hours to talk to a representative. They ensured me the application would be reviewed by XX/XX/XXXX. 

I called back on XX/XX/XXXX, waiting XXXX hours on the phone. They said that my application had not been reviewed and that it might take another few months. The person on the phone said she could expedite the review for me. 


The application was not reviewed until XX/XX/XXXX. The application was rejected because I have worked for multiple school districts. I called three times to follow up. Each time I called, the wait time exceeded four hours. There is no callback option, you have to hold the phone to your ear for four hours. The first customer service representative informed me that I need to have multiple people from multiple districts sign and date the same line, which is impossible. I called again, waited five hours, and was connected to a trainee who said she was not authorized to handle my case. It was too late to transfer me to an authorized representative. I called the next day, and waited five hours to talk to a representative. She informed me that I can submit multiple applications from districts, which I did the next day. 

On XX/XX/XXXX, my application was reviewed. However, even though I was informed by MOHELA to submit multiple applications, the reviewer only reviewed one of them. They rejected my application on the grounds that I have not taught for five years, when all three applications stated that I have. 

I have called three times to follow up. The first day, I waited six hours. I was connected to a trainee, who put me in another five hour cue to talk to someone with authority. By the time the call was transfered, the center was closed. That was an 11 hour day. I called again yesterday. I waited on the phone for 8 hours, talked to someone who was not authorized to review my case, and was told they were closed for the day and to try again the next day. I called again today. I waited on the phone for five hours, talked to someone who was not authorized to review my case, and was told to wait another 7 hours to talk to an authorized representative. That means they will call me back at XXXX at night, when I called at XXXX. They close at XXXX, there is no chance I will be able to talk to them. 

MOHELA is benefiting from not submitting my application. If the loan is not forgiven, they can keep collecting money from me. It is in their best interest to delay, reject, delay, reject. I have spent more than 50 hours holding my phone to my ear because they do not have a callback option. This can not continue. I need them to review my full application, give valid reasons for approval/denial, and forward my application to the federal government in a timely manner. I waited five months to be rejected because someone did not read my full application. I can not wait any longer. Every month I wait, MOHELA collects another {$350.00} from me in student loan payments.

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