Consumer complaint received 2025-01-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: OH

Complaint narrative:
I have been trying to communicate with the " Advanced Department '' at Mohela since XXXX XXXX XXXX. 
I have been accepted into the Public Safety Loan Forgiveness ( PSLF ) and just paid my XXXX qualified payment in XX/XX/year>. I verified my employment thru the proper methods multiple times and all of my payments indeed qualified. This XXXX milestone was the target to complete the PSLF terms. I contacted XXXX XXXX XXXX to request the next step. 
They informed me that they are ready to process the PSFL forgiveness but Mohela has not updated their website since XX/XX/year>, which shows that I had only made XXXX payments. As soon as they get the payments updated from Mohela, they will forgive the loans. I have been trying to communicate with the correct people at Mohela since XXXX. 
I have tried several times waiting XXXX minutes each time just to get thru the phone trees and then eventually several hours either on hold or awaiting a call back. XXXX times, after waiting for hours I did end up speaking with a representative. They informed me that I was indeed compliant with the terms of PSFL program. They have been receiving all of my payments and that I was now paying extra payments. They assured me that any additional payments would be refunded, however they informed me that they were not the correct department to update the XXXX XXXX website. They forwarded me to the Advanced Department who would be able to update the XXXX XXXX website. I sat on hold for hours and there was not an opportunity to have them call me back. 
The XXXX time I waited XXXX hours on hold until I could not longer wait any longer. The XXXX time I waited XXXX hours with no answer. I have since tried the phone tree to call and leave a message to try and attempt to reach this department again. I did receive a call from another rep who reviewed the notes on the case and tried to forward again to the Advanced Department. She would not provide me with a direct number to call the appropriate department to prevent me for waiting hours, She reported that I needed to go thru the process each and every time. She did apologize and I sat on hold a final time only to be disconnected after XXXX hours. 
In the meantime, my automatic payments continue to be deposited into Mohelas accounts and I am not able to cancel these payments. I tried signing into my Mohelas account. I signed in and there was a message that they have a new platform wit a link. I was redirected to this website and none of my credentials will work. When I try to hit forgot my username, this new platform does not recognize my SS #, Mohela account # or name. 
I can not get anyone from Mohela to discuss this case and have them place me into a forbearance to stop taking additional payments and give them the opportunity to update to XXXX XXXX website so they can process the PSFL process. 
Please, please, please, help.

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