Consumer complaint received 2024-02-06 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:
On XX/XX/XXXX I submitted my Employment Certification Form ( ECF ) to Mohela, qualifying under the Limited Public XXXX XXXX XXXX ( XXXX  ) Waiver. I didn't completely understand the Limited PSLF Waiver qualifications and hadn't realized that at the time, XX/XX/XXXX would be XXXX qualified payments under PSLF for me, believing at the time that it would be XX/XX/XXXX. 

On XX/XX/XXXX I submitted my next round of XXXX  forms. I realized around this time that I had several payments from XX/XX/XXXX until XX/XX/XXXX ( from here on, referred to as " XXXX payments '' ) that were not counted as qualifying payments. 

On XX/XX/XXXX when my XXXX XXXX  was processed, I called back Mohela who stated the missing XXXX payments would be rectified by " XXXX XXXX '' under another waiver. 

On XX/XX/XXXX a Mohela XXXX  told me that these were payments that were monitored under a previous loan servicer, XXXX XXXX XXXX XXXX XXXX XXXX, and Mohela did not have any records from them and that they XXXX payments were being " manually reviewed as they were with another servicer ''. I believe I was given a timeline that it could take until early XXXX for the payments to be rectified. It was shortly thereafter I realized that I had made XXXX payments in XXXX when I included the XXXX payments under XXXX. 

On XX/XX/XXXX I contacted the Ombudsman for Mohela to submit a complaint about my XXXX payments being tied up in manual review, preventing me from having my loans forgiven. On XX/XX/XXXX I received their response back which did not address my concern at hand and instead, explained to me the standard XXXX  process ( please see attached ). 

( I also attempted to reach out to a contact with ACS loan servicer to have confirmation of my payment sent to me, yet they did not have my files as related to XXXX. From here, I resigned to stay at my qualified employer for an additional XXXX XXXX if my payments never get reviewed. ) On XX/XX/XXXX I submitted a second final XXXX, accounting for the additional XXXX XXXX. My account was XXXX of the many in Mohela which had been miscalculated when the repayments were restarting after the XXXX pause and XXXX. To adjust appropriately, my account was put in XXXX  by Mohela for the duration of correcting this miscalculation ; I was assured through multiple formats that these months would count as eligible XXXX payments. 

When my qualified payment counts updated on XX/XX/XXXX they reflected XXXX, not XXXX ( please see attached document ). I called Mohela that same day and spoke with a supervisor who put my account in an " Eligibility Review XXXX  '', stating it would take XXXX XXXX  XXXX  for the change to take effect on my account. Per the supervisor, my account would then be reviewed for public service loan XXXX. When the XXXX business day ( XX/XX/XXXX ) came and my account was not put in XXXX, I called Mohela again and spoke to another XXXX  who stated that the Eligibility Review XXXX  were taking longer, they could not provide a timeline for me as to when my account would be reviewed for forgiveness eligibility, and submitted a " XXXX XXXX '' for my account. 

Today, XX/XX/XXXX I called Mohela and spoke to a XXXX  in training who stated that my account has been put under a XXXX  yet could not confirm which XXXX  it was put under and could not confirm whether it was the Eligibility Review XXXX  or General XXXX. The XXXX  transferred me to speak to a supervisor and was on hold for XXXX  XXXX, when another XXXX  in training answered the line. This trainee XXXX  forwarded me to the supervisor line without informing me prior that's what they were doing, from where an automated message stated I would hear back from a supervisor in XXXX  XXXX  or XXXX.

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