Consumer complaint received 2024-02-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: MN

Complaint narrative:
Documentation of my PSLF app and when I contacted the PSLF phone line to discuss the current state of my PSLF application : XXXX submitted PSLF application paperwork via mail XXXX was told the paperwork was received ( note : I was with XXXX XXXX at the time ) XXXX was told they submitted the transfer request here I do have specific times and names of the people I talked to each time, but I am choosing to leave that out of this complaint, unless requested. 

XXXXwas told I had a wrong name under my account. It was under " XXXX '' not " XXXX '' ( which was also an error because that was my maiden name ). 
I asked them to confirm they had my recent employer information on file to count. They did not even though I submitted all the paperwork. I reviewed all of the qualifying employers again. XXXX XXXX and the segal education award was not addressed. Reminded them it'll count towards PSLF. Was told to update new married name once XXXX XXXX moved to XXXX and then to Mohela. 

XXXX Still had my last name incorrect in their current system. Said will have it at Mohela end of XXXX. Clarified how the PSLF will work with all 4 of my different loans. Was told my work full-time at a qualifying employer while also XXXX in graduate school will not count for eligible payment months ( which is over 2 years! ). 

XXXX Said account is still under wrong last name. XXXX and XXXX XXXX XXXX not applied. Requested my current employer be updated/added again for work. Told will receive email when get loans and qualifying payments from Mohela. 

XXXX called to check the status again. Was told they had to resubmit my documents due to an error and reprocessed them all on XX/XX/XXXX. Told once it's live with Mohela, XXXX XXXXXXXX and XXXX XXXX is applied for qualifying payments. 

XXXX Told that I want to request my time XXXX XXXX in grad school while full time working for an eligible employer count for my payments. And requested a review of my time in XXXX with XXXX XXXX count for my payments since that time and my XXXX XXXX were not applied. The rep said she put in a request to review and revoke the " ineligible '' status. 

Note- I could never see the status of these revoke requests. Just a general acknowledgement it'll be addressed in ~60-90 days. 

XXXX my husband called on behalf of me. Was told to consolidate the 4 loans, but then was told it would not from a rep in a different call because the buy back program would not apply with us and hurt the possibility of reaching 120 eligible payments earlier than later. 

Note- in between these conversations my husband and I were also working with a financial planner for loan payment plans who also was dissapointed in the communication from the PSLF/Mohela team XXXX Called to ask about loan payment amounts and current status on the payment updates from the paperwork I submitted the last few months. Was told by rep that " it's looking good and if paperwork goes through I'd be at 133 payments for loan 1 '' and " 59 payments for loans 2-4 ''. Told to wait and that it should be all updated soon. 

XXXX called again to confirm I'd hear the same thing from a mohela rep. I have 133 payments but not all are/were eligible. The previous rep said they would be eligible if paperwork went through and updated. This is inaccurate. When I talked to a new rep she did not confirm she was seeing an updated payment for eligible payments for my loan 1 at 133. Confirmed that if/when I got to 120 eligible payments for loan 1, I could do the 1 time act adjustment under IDR to consolidate my 4 loans and pay off since loan 1 would be at the payoff since it reached/will reach 120 payments. 

Current status as of XXXX I see a total of 89 qualifying payments for loan 1 and still do not see my full 10 months of XXXX XXXX XXXX in XXXX being applied and counted, and I do not see where the XXXX XXXX XXXX being applied to count up to 5 eligible payments. 

This is causing a lot of frustration and risk of overall losing money for my family since we have been very patient waiting for an accurate, updated and timely information about my PSLF application, while it accrues interest and we may be paying more overtime vs. just paying it off now. 

I also submitted my XXXX and XXXX XXXX for my current employment to hopefully help proof I am still working for an eligible/qualifying employer. 

Highly disappointed in the experience with the inconsistent information and constant changes of eligibility since the start of my PSLF experience.I should be at or extremely close ( i.e. 1-2 months away ) from reaching the120 qualifying payments for my loan 1. 

Thank you for considering my feedback.

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