Consumer complaint received 2025-01-28 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: MOHELA
State: KS

Complaint narrative:
I submitted my loan forgiveness application to Mohela in XXXX of XXXX. I finally got confirmation of Mohela receiving it via a message on the website, on XX/XX/XXXX saying that they received it on XX/XX/XXXX. I messaged twice over the next month on the Mohela website asking for a status update. Mohela responded on XX/XX/XXXX saying that " due to the complex nature of my request '' they needed me to call their customer support line. So I called them, waited on hold for hours multiple times, and finally got in touch with someone a few weeks later ( couldn't wait on hold for XXXX hours at a time during the work day ). When I finally talked to someone, they said that my application had an error because my first principal wrote his name on the supervisor line but did not specify his job title, so they needed me to submit it again after he wrote the word " principal '' on the line. Interest continued to accrue during this time. So I did as they requested. I asked for an update, and about a month later ( on XX/XX/XXXX ) Mohela said they had forwarded my application to " FSA ( DL ) '' so they could review it and, if I was approved, the amount I would be forgiven would be from them. The message ended " Further notification will be sent to you if any updated information is received regarding your Forgiveness. '' After waiting over a month, in XX/XX/XXXX I began to ask Mohela via messaging and trying to wait on hold for XXXX hours at a time to ask about my status. I received a message on XX/XX/XXXX saying the same thing as the previous message. All this time, more interest has accrued, about {$500.00} over the amount that is supposed to be forgiven. 
Finally, after XXXX weeks of calling XXXX XXXX XXXX ( XXXX ) and Mohela, waiting on hold, being transferred up to XXXX different times, and being told different things by different agents at XXXX, I finally talked to Mohela on the phone on XX/XX/XXXX. In order for this to happen, I waited on hold for XXXX hours and XXXX minutes, then I talked to someone for XXXX minutes, and that person said they were going to have me talk to a XXXX agent and put me on hold. I waited on hold for another XXXX hours and then finally talked to the XXXX agent, who was confused and did not understand why Mohela XXXX showing I was approved for {$5000.00} of forgiveness instead of {$17000.00} worth of forgiveness like it is supposed to be. I asked several questions, she put me on hold for about XXXX minutes. She then told me she was unable to complete the " escalation process '' but was not sure why. We talked and she suggested I have my principal write a letter with the letterhead on it and the date on it. I asked some more questions and she said the problem could be that the principal I currently work for wrote the word " present '' for the dates worked for section on the application, which is because I still work for that principal. I asked if the interest could be prorated to a date when I initially turned in my first application, and she said its not possible. So, I have been paying interest while Mohela is failing to process the application and failing to notify me of any problems with the application. The last XXXX messages I submitted on the XX/XX/XXXX have not been answered by Mohela yet, so they would not have notified me of the problem unless I had the phone call that lasted XXXX hours and XXXX minutes. Someone please help, this is just wrong. XXXX does not offer a call back option, so you are stuck on hold for XXXX of the day just to talk to someone and be put back on hold.

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