Consumer complaint received 2024-01-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: PA

Complaint narrative:
I have been having a lot of issues and poor customer service since my loans have transferred to Mohela. One of the issues I have experienced is that my qualifying payments on my Direct Plus Graduate Loans remain inaccurate at 41 qualified payments, when they should be receiving at least 66 qualified payments, based on the forbearance/deferment history that Mohela provided to me during my call on XX/XX/XXXXXXXX XXXX XXXX My XXXX XXXXXXXX XXXX have been correctly assessed, and I believe my Direct Plus Graduate Loans should have been updated at the same time. 

Additionally, when my loans were transferred to them because of participation in the PSLF program, my repayment plan did not transfer along with my loans, so I reapplied in XX/XX/XXXX. I contacted them and they offered to place my account in forbearance for as long as it needed to be until IDR took effect. I contacted them again in XXXX despite their lengthy hold times, to also request a prior servicer payment history, which they said they would send and that I would receive it within 30 business days. 

I called on XX/XX/XXXX for a status update again and was told the request for my payment history that was submitted was inaccurate, and would need to be resubmitted. 

I called again on XX/XX/XXXX after not receiving an update regarding my IDR or payment history request, and the Mohela representative I spoke with told me they would submit the IDR request again and to give it another 15 business days. 

When I called on XX/XX/XXXX for an unrelated reason and spoke with XXXX, I was told that my IDR request which I had submitted on XX/XX/XXXX had been placed on hold for the following reason : " pending ability to disclose eligible loan. '' XXXX explained that there was a technical error processing the application, which is why I had been prompted to submit a new application. So I have been waiting since XX/XX/XXXX for Mohela to process an IDR application, which they had no intention of processing and they kept extending the forbearance, and potentially jeopardizing my qualifying payments under PSLF. 

On XXXXXXXX XXXX, I also inquired about my prior servicer payment history, which was supposed to show me all the payments I have made on my federal student loans. My payment history request was still processing as of XX/XX/XXXXXXXX XXXX XXXX Apparently, since the agent I had spoken to in XXXX had submitted the wrong request and a new one was submitted I would have to wait another 30 business days from that request. Considering that we are working on a deadline and each request takes 30 business days to process, maybe even longer depending on volume, this is unacceptable. 

Because of Mohela 's delays, poor training of their agents, and overall poor customer service, I am having a hard time making an informed decision about consolidation of my federal student loans for the purpose of PSLF. They keep pushing things around but never accomplishing things correctly, and are putting an unnecessary pressure on me as the XX/XX/XXXX deadline approaches. I refuse to blindly jump into a consolidation which could further delay my PSLF due to processing times, especially considering how many issues I've already had getting my IDR processed, because they have failed to provide me with the required information and update my account appropriately in a timely manner.

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