Consumer complaint received 2024-01-03 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: MI

Complaint narrative:
My main concern with MOHELA is that I have been given unclear and conflicting information regarding the number of qualifying payments I have made toward public service loan forgiveness. 

On XX/XX/XXXX, the information displayed on my MOHELA account was alarmingly different from the information displayed on the customer service representatives end. 

My MOHELA account stated that I had three separate loans with MOHELA totalling {$100000.00}. XXXX. The reason for my call was because my online account displayed XXXX qualifying payments toward loan forgiveness, and I knew this was not accurate. 

The MOHELA customer service representative stated that I actually had XXXX separate loans with MOHELA totalling {$150000.00}. According to MOHELA, I had over {$48000.00} more in loans than what was displayed on my online account. Additionally, the customer service representative stated that my subsidized loan had XXXX qualifying payments and my unsubsidized loan had XXXX qualifying payments. 

I trusted the information provided by the MOHELA representative. Additionally, on XX/XX/XXXX, a MOHELA representative had explained that due to new policies enacted by President Biden, I may be given additional qualifying payments toward loan forgiveness. Therefore, on XX/XX/XXXX, when MOHELA told me that my qualifying payments exceeded the number of months Id been teaching, I believed them. 

However, on XX/XX/XXXX, I called MOHELA because my account still stated that I had XXXX qualifying payments toward loan forgiveness. 

I asked the customer service representative to confirm that I still had XXXX qualifying payments for my subsidized loan and XXXX qualifying payments for my unsubsidized loan. The customer service representative stated that those qualifying payment counts were not accurate. The customer service representative confirmed that according to MOHELAs call notes from XX/XX/XXXX, I was told that I have XXXX and XXXX qualifying payments. She did not know how it was previously determined that I had XXXX and XXXX qualifying payments. She filed a complaint with MOHELA on my behalf. As of XX/XX/XXXX, I have not heard back from MOHELA regarding the complaint. I have also not heard back from Federal Student Aid regarding the complaint I filed with them. Twice I have called MOHELA ( on XX/XX/XXXX and XX/XX/XXXX ) to get in contact with a supervisor, and I was disconnected without a follow up conversation. 

I have XXXX additional concerns with MOHELA : I submitted a Direct Consolidation Loan Application requesting a SAVE Repayment Plan on XX/XX/XXXX. I was told that it could take XXXX days for the consolidation to be processed. As of XX/XX/XXXX, Federal Student Aid indicates that my application is still in review with MOHELA. 

On XX/XX/XXXX, my loan balance at MOHELA displayed only {$15000.00}. However, my loan balance just days prior was {$100000.00}. Seemingly overnight, {$90000.00} was no longer reported on MOHELA, Federal Student Aid, or XXXX. When I called MOHELA, the automated system stated that my loans were through XXXX. When I looked on my XXXX online account, there was {$0.00} reported with that servicer. I never received an explanation or documentation regarding the temporary loss of {$90000.00}. 

To Summarize I have only filed for loan consolidation once, and that application is still in review. However, in the past year, I have gone from having XXXX federal loans to having XXXX, then XXXX, and now finally XXXX. Throughout the past year, my qualifying payments toward loan forgiveness have never been accurately counted on my payment tracker. At XXXX point, {$90000.00} was erased entirely from my federal loan accounts. And most concerning, on XX/XX/XXXX, nearly {$50000.00} was inaccurately added to my loan balance by MOHELA. I have dealt with long call times and untrustworthy call representatives.

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