Consumer complaint received 2024-06-13 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: CA

Complaint narrative:
After returning from military service in XX/XX/XXXX, I called to review my loans. I had to check on incorrect information, specifically the amount owed. 
In XX/XX/XXXX I submitted to have my loans reviewed and recalculated for PSLF. I also submitted to rectify my IDR on XX/XX/XXXX. I then received an email that my loans were transferring to MOHELA from XXXX, also in XX/XX/XXXX. They were with MOHELA for a few months and then transferred back to XXXX XX/XX/XXXX. After the transfer in XX/XX/XXXX I made my first call to XXXX. I was calling to check on my XXXX qualifying payments as well as over XXXX $ added to my account. Increasing my XXXX in original debt to XXXX XXXX I was transferred to multiple people during my call, including the consolidation advisor, who explicitly stated she was unsure where the increased debt came from. She also stated that she couldn't account for any time my loan was with MOHELA nor could she see what happened to it during this time, insinuating that if monies were added due to errors in MOHELA system it could not be fixed by fedloan. She was also unsure why my military service, that m was approved on my PSLF, was not used when reviewing qualifying months. There was a case open to correct the balance and to have the months from military service fixed and counted towards my PSLF recalculation submitted in XX/XX/XXXX. I never received resolution with my case # XXXX. 

XX/XX/XXXX I called us department of education to review my previously submitted case, as well as express my concerns because I was notified my loans were once again being transferred to MOHELA. The loan advisor said that nothing was documented despite reflecting the case number. She said no ticket was submitted and nothing was actioned. She created a new case # XXXX and supposedly corrected these errors and resubmitted what was supposedly submitted prior. The loan advisor rep said she was concerned with the information on my account and apologized, providing the phone number for ombudsman. Again nothing was actioned despite screen shots and information of my loan amounts reflect on my credit reports and the services website before and after transfers. 

In XX/XX/XXXX I submitted a case to ombudsman. # XXXX. Explaining inappropriate advisement from loan advisors, placing my account in forbearance and not providing options to continue paying while I school or away with military. For my loan amount inaccuracies, loan advisors admission of incorrectness with loan amount and Ill advisement with loan status, as well as my complaint cases being completely ignored or not even entered. XX/XX/XXXX I finally received an email that didnt address anything I had been calling about and submitting for review since XXXX. 

I called MOHELA and spoke with XXXX, employee # XXXX, on XX/XX/XXXX after receiving the email. She submitted a ticket to have all my loans and PSLF qualifying months reviewed. The ticket was # XXXX. Nothing was ever done about that ticket. I paid on my loans when the payments restarted and still have zero information or resolve from all the stuff I filed and submitted.

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