MOHELA
reviews and complaints

This company is unresponsive and seems illegitimate. My loans were transferred from FEDLOAN without my control. I have been trying for months faxing in PSLF loan waivers. I registered online and can see my loans but when I call the system says it cant find any of my records. Then I try to get a representative on the phone, wait for 2 hrs in a roundabout phone tree and never got a hold of anyone to talk about my loans that they supposedly are "servicing". I see they are in a lawsuit alleging that they are blocking PSLF processes to increase their profits. They shouldn't be able to transfer federal loans around without some requirements that they can actually staff to service them. Terrible company and customer service. I hope they receive their 175 billion dollar fine but that still doesn't help me trying to qualify for a loan program that was successfully being managed elsewhere. This has large financial impacts to peoples lives and they should be held accountable.

Mohela is one of the worst compaines to deal with. I am beginning to think the PSLF is a lie. According to requirements I meet. i have worked full time at a non for profit since 2003. Submitted the application as requested. Then I receive a notice that I am not eligible with a generic form. NO specific explantion why. Then as I look further I see where MOHELA imputed my information wrong. They have that I stopped working for the non-profit in August 2022 . The form I submitted clearly says that I still work there with contact information to verify. August 2022 was when human resources signed the form! I have been hold at various times for 2-3 hours, still no one picks up or responds to messages sent. This is ridiculous! Mohela is a company that has access to my personal information and service MY loans but yet will not provide customer service! This is wrong and something needs to be done. There is no way someone can't return a call over the course of 3 months and fix there mistake!

It is impossible to get a hold of someone in customer service to ask a question. The automated service keeps trying to direct you back to the website and the question I need answered does not have an answer at all. I applied for the PSLF. I work for a non-profit nursing home and my employer is listed as being eligible. I sent in the form about two months ago only to get the response of them needing more additional information: "Missing information - The authorized official listed on your PSLF Form does not appear eligible to certify your employment." The administrator of the nursing home signed my form. I am unsure as to why the administrator would not be able to certify my employment. The automated service is basically just one long message that sent me in circles only to in the end tell me that with the high volume of interest in the PSLF that they could not take a message or basically connect me to a customer service agent. There is no way to message or get a hold of anyone to ask follow up questions.

Since Mohela took over the Federal Student loans. I have not been able to reach anybody. I had to deal the number several times before I actually got the recording. The hold time for a representative is 1 hour or more and that is not professional. They lied about easy access to reach a representative and that all those that are on the forgiveness program would have nothing to worry about -Lies-. This company is bogus and only worried about its bottom line and making sure they profit from the loans and not worried about the people who are struggling daily, unemployed and still trying to make ends meet. Forgiven the loans will not damage the economy, when actually canceling the debt will help the economy. People will have more money to spend and invest in buying homes. The customer service for the company is horrible.. Nobody should wait more than 20 minutes on a line to speak to a representative. This right here should be enough to dismiss the loans. They are trying to catch people slipping and stating that they never called.

10 years ago I applied for home equity loan part of which was to pay off my student loans that MOHELA had purchased from FASFA. The loan office at Veridian specifically asked MOHELA payoff amount on my student loans. 1 month later I get a letter from MOHELA stating all but $20 had been paid off. When I called MOHELA regarding this they stated yes I still owed $20 because there was late fee for the month before. I stated we had asked for payoff amount which they should have told us about the $20 at that time. I even went thru several managers at MOHELA regarding this. Now yes $20 is alot to me as I was newly employed with my clinic and had 2 kids and one on the way. So with time we forgot about the $20. I am cleaning up my credit see that now I owed $47. So I called asked again i want total payoff amount at this time. I even clarified I wanted to make sure there was no other fees late charges etc. The gentleman said there is no charges you are paid off in full. Today inlog into my account because I got an email about my account. I find I now owe $60! This company is a fraud!

I have been calling them for weeks. I am still on hold (was quoted 34 minutes) and 1.25 hours later, I'm still listening to their stupid music. They sent me an email saying they denied my IDR and my payment would increase. NO OTHER INFO. They don't reply to emails, you can call anytime and spend 20 minutes in prompts and then get hung up on. The prompts today told me they have no record of me but I have a LETTER from them so THEY DO HAVE MY INFO. This company is a scam. I have filed a complaint with the ombudsman with hopes that something will come of it. I had NO input on these scammers becoming my servicer and that sucks. Now after reading the reviews on here and an ARTICLE from Business Insider this weekend, I see that I'm not alone. I guess the next step is to hire an attorney...because it seems like they aren't going to do anything for me. I'm reading "no forebearance", they don't recognize that you've made all the payments for PSLF, you have to do double payments, no one to answer calls, no one to answer emails. THIS COMPANY IS A SCAM. TIME TO FILE A CLASS ACTION LAWSUIT, PEOPLE.

My daughter is still in school. I am trying to help pay down her federal loans and especially the interest that's accruing on them. Here is what I learned: 1. Her account is not eligible for auto pay because she's still in school. (lets make it harder to pay them off early) 2. If I set up autopay through my bank, I can't allocate which loan it will go to and they automatically put it toward the MOST RECENT disbursement. (The one that hasn't accrued interest yet so they can bank the interest on the older loans) This is crooked. The only way for me to put a payment toward the oldest loan to pay off the interest is to do this manually each time online. I should be able to make a payment to any part of a loan in any manner. Its a setup. When I pay my mortgage through my mortgage company I can make additional principal and interest payments, set up autopay etc, all on a very easy platform. Federal loan companies are a set up so they can make sure the interest accrues and they make more money. Lets be clear. Federal student loans aren't aid, they are a multi-million dollar for-profit scam. I hope these issues get some attention.

Absolutely horrible service. I can't believe this company is allowed to be in charge of thousands of dollars and the lives of so many people. I cannot get a hold of a single person despite listening to their 20 minute introduction followed by "an hour estimated wait". They say they don't have my account with my SSN and birthday... but they are communicating with me on their website about my account so I clearly do (and their communications have my account number on the top). I have tried messaging through their website as well but no responses back. They have incorrect information about how many payments I have made (I have records of everything) and in addition, are saying my form has an incorrect end date that is earlier than the start date but it is not... the box is checked off that I am still employed there and there is no end date listed. For this, my employment is not being certified for PSLF. I feel like they make themselves so difficult to communicate with so that people lose their money and can't navigate the system. I am so so disappointed. After years of schooling to help people and dedication daily to my patients, it's so disheartening that we are all treated this way.

It's impossible to reach anyone at Mohela. My student loans were recently transferred to Mohela from Fedloan and it's been an absolute nightmare. I have been a public servant for over 20 years and had my PSLF form approved last year, November . However, Mohela has not properly updated all of my qualifying payments and no one is answering the phone to discuss. You literally are placed on hold for hours and then the calls are suddenly disconnected. This is unacceptable for a company to be permitted to conduct business in this manner. I am certain I am extremely close to having the 120 payments needed for forgiveness. Unfortunately, Mohela has not reflected this on my account. How can a company be given a contract to manage peoples loans without the ability to do so properly. I would never have money in a bank where I was unable to reach out to someone to discuss my account. Likewise, the time I was able to speak with someone at Mohela, the representatives had to no idea what they were talking about and seemed to be unsure of the process. I am planning on reaching out to the national news stations and my congressmen if this issue is not resolved immediately. This is very shameful.

Unfortunately, I had my loans transferred to Mohela as many others did. While I thought they couldn't be any worse than the previous three other loan servicers that I've had for my student loans, I was unbelievably wrong. Even according to them on my account page, I have 119 of 120 qualifying payments. But since being transferred to them, I have not had any updates to my account, and my loans are listed as in forbearance. Now, I've tried secure messaging them, with no response. I've tried calling what is the absolute worst phone messaging system on the planet at least a dozen times, and after sitting on hold for 15-20 minutes, all I get from the automated system is a statement saying they can't take my call. Literally, the automated call center doesn't even allow you to talk to someone. I've tried every option, and they are all just dead ends. How this company became the servicer for federal loans is beyond me. I'd rather call back and forth between my health insurance company and health care provider. At least they will pick up the phone! I will be sending anything I can to anyone I can to get the word out on this horrendous company. Guess whose senators and representatives are getting communication next!

I wish I could give them a zero. I filed for loan consolidation in July 2022. It was transferred over to Mohela August 19th of 2022. I was not aware until I looked at my FED Loan account and the balance said Zero. I never heard anything from either company. I called FED Loan and they said it was transferred and gave me the number to call Mohela. I have been trying periodically since September to talk to someone there and finally today 10/13/22 get someone on the line after waiting for 3 hours. Not everyone has time to wait for 3 hours. This is the reason it has taken almost a month to get in touch with someone. Then their line was breaking up and I could barely hear what was being said and then I finally get to my question what is going on with my account it is stating that my balance is 0? The answer was perhaps it does not yet reflect a transfer that was completed on 8/19/22. It took putting me on hold 3 times to get that answer. Seriously? I can see now that this company is going to be worse than the previous loan companies used by FASFA. I asked how long will it take for the system to reflect my loan she did not know. So I am left with still no answers. This has got to be the worse ever. I hope I can get student loan forgiveness.

They recently turned off the auto-payment feature on my student loan account causing my interest rate to go up by 0.25% (that percentage is the bonus rate deduction given for using autopay). I had to call them and submit new documentation to reconfigure my autopay and get the rate deduction back. Several months later, there was a deduction from my associated third party checking account for over one thousand dollars. This withdrawal was not initiated by me, nor was the money applied to my student loan serviced by Mohela. The record from my primary bank showed this money was applied to another individual's account or loan through Mohela. Mohela was not able to look into the matter until I called the bank with my checking account and obtained a transaction number from them to provide to Mohela. They essentially admitted it was their error and gave me the money back without hassle, but I find it disturbing because if I was not paying close attention to my account, I would have lost over one thousand dollars. Mohela did not notice their error, I did. They did not provide a clear explanation of how this error happened. Customer service was responsive to me during both of these issues, and they were resolved; however, I find the activity of this company to be very suspicious and would advise others to use caution.

If I could leave zero stars for this company I would. About five years ago, I switched my federal loan to a private loan due to low interest rates as well as a better deal (at least it seemed so at the time). Since then, I have returned to school and have had nothing but headaches with this company ever since. For the past four years, I have been completing and submitting paperwork for payment deferral as I am a grad student. I had been waiting to use unemployment forbearance until it became absolutely critical to use this option, especially as it is available for in three month increments, and there is a limit of 12 months total in which you can use the unemployment forbearance. This summer, I have been unemployed so completed the paperwork. As it expired this month, I called the company to complete the unemployment forbearance option once again. Unfortunately, however, I was told that this option was discontinued, and Sofi/Mohela no longer offers unemployment forbearance. I received no notification in the mail, I recived no heads up, and I have had multiple conversations with Sofi/Mohela over the past 8 months to understand the best repayment plans available while I complete my degree. I appealed and requested an exception due to the fact that no one had informed me that there would be or even had been a policy change. As a response, Sofi and Mohela unilterally made the decision to deny my exception. Again, they did not contact me nor send me any paperwork or notices related to this decision (so yes, again, no transparency or accountability). As an added complication and headache, Sofi also contracts out their collection services so I am having to call Sofi and their servicing company, Mohela, to understand what is going on. Of course, if I talk to someone at Sofi, they refer me to Mohela. When I contact Mohela, they will refer me to Sofi or inform me that the policies and policy decisions are made by Sofi. AVOID THIS COMPANY.

I completed the PSLF application and had if accepted by Fedloan Servicing on 11/15. I then received a letter stating that my employer had been approved on 12/28. This letter which I have attached stated that my loans were in the process of being transferred back to Fedloan Servicing. I received no further correspondence. In March I called to follow up on the file status. I was told that it was due to the large volume of files, and I had to wait to be reviewed. On July 6, 2022 After 2 hours and 45 minutes total waiting to speak to a representative at Fedloan Servicing, I was told I could send an updated employer form so once they (FedLoan) review my loan file it will be seamless. They confirmed they did not yet have my loan back from Nelnet and could not give me a timeframe as to when they would receive it. I asked if there was anything I could do to expedite the process, like call Nelnet and ask them to send my loan file. He advised that it was worth a call. So I called Nelnet and they answered quickly. Checked with their PLSF department who informed me that FedLoan is no longer handling the PLSF and as of July 1 they are in the process of transferring all the files to Mohela. They said I could call Mohela to see if they have received any information. I called Mohela and they had no record of me yet. The representative from Mohela told me I could have my employer complete another PSLF form and it would take about 30 days for them to review and process to let me know my payment count or I could wait until the end of September to see if my record transfers from Fedloan Servicing. On February 7,2022 I had my employer complete a new form. I sent the new form as well as the original and the correspondence from FedLoan Servicing and faxed over to Mohela. I waited until August 31, 2022 to call back for a status. I waited over an hour to speak to an agent who stated it was received in process. I asked to speak to a supervisor. Still not resolved!

I faxed my PSLF application in 2 weeks ago, I'm seeking acknowledgement that the application was received. I spent over 3.5 hrs on hold waiting to speak with a customer representative only to have them answer, pretend like they couldn't hear me, and hang up. So what I would like from Mohela is 1) to contact me, and acknowledge that they have - or have not - received my application and 2) make an effort to show student loan borrowers that Mohela is taking action to improve business processes and be more responsive. A few suggestions for Mohela: a) automate this process so that the applications are easily submitted and have the status tracked online. One seemingly easy way to do this is to change their account registration so that anyone can make an account and submit an application. I have tried repeatedly to register online since applying to consolidate my loans and each time I get this error: "The provided information does not exist in our system. If you believe this is in error, please Contact Us." Importantly, by making this registration independent of a requirement to match with information already in their system, it would allow student loan borrowers to use a feature advertised on their twitter page which says you can upload documents on the website - in lieu of mailing or faxing. b) Instead of having customers wait on hold for 3 or more hours, how about adding the ability to have a call-back? That way customer service representatives can make good use of their time and those waiting for the call-back are far less likely to be angry if they don't have to listen to hours of clarinet or flute music before speaking with your representative (if they ever get a chance to), and finally, c) add an inquiry form to the website - so questions like mine - which are easily answered with input of a few details to answer with a "yes" or "no", decreasing wasted time on everyone's part. These are suggestions, but I do hope the company does better in the future.

I applied for loan forgiveness and they have my payment count wrong and refuse to correct it. I have filled out the paperwork they needed and they say I have been in deferment on my student loans since 2014. I have my payment history back to 2009 which I sent. They say I only made 9 payments toward my loan. They are not counting any payments I made prior to then taking over loans from fed loan servicing. My current employer from 2019 forward is a nonprofit so payment from 10 to current are aboke to be counted approx 40 payments since I continue to make payment monthly thru the COVID stuff. I have called so many times I can not count. They don't answer the phone or none knows how to fix the issue saying that's what they received. Again I sent a payment hx back to 2009. I have filled out everything they have asked. A s now they say you have to fill out paperwork from all your past employers going back to 2007 which it does not say that on any website that I need to do that. So I have sent that out to prior jobs and I'm waiting for their replies. I have sent and resent and resent payment history but they refuse to fix it. They are only counting payments made to them only. Yep my employer goes back to 2019. Simple math says about 40 payments that quality for loan forgiveness. They say they don't because I have been in deferment since 2014 even though fed loan sent my payment history just like the one they sent me it's does not say I was in deferment on anything I was sent. I have about a 5 year payment history with *** servicing so that's about 60 payments that should qualify. They say unless each employer that's nonprofit fills out the form they can't add the payments. I asked if they won't what do I do. They said send in a W2. They can't even get my current count right how they going to get my older one right? Since they say I'm was in deferment since 2014 and only started making payments since they took over. I can mail all my supporting documents

On Monday, October 17th, 2022, I made an initial attempt to contact Mohela. I was on hold for one hour before the call was hung up on. On Tuesday, October 18th, 2022, I contacted Mohela again to request a refund of the payments I have made to my account since March, after conducting some research on the *** website about this opportunity and Biden's Loan Forgiveness. I was on hold for two hours again, only to be hung up on, again. I then called yet again shortly after and endured another 2.5 hour hold time. I was finally able to speak with a Mohela representative. She asked me for some identification information such as my name, birthdate, last four of my social, home address, email address, and phone number. I told her that I was requesting a refund to all payments I had made to the account since March. She informed me that it was now being processed. However, when I asked how long it would take to "process" this and reflect on my account as well as when I would receive the refunded money to my account, she told me 90 to 150 BUSINESS days. I was immediately taken aback after hearing this. I was a pell grant recipient and am therefore eligible for $20,000 in forgiveness, though my loans were less than that. During the pandemic, I made about $10,000 in loan payments to two different student loan providers. This time frame is absolutely absurd and not realistic for those who are trying to apply for Loan Forgiveness. I had requested some form of confirmation that the conversation occurred and that Mohela was, in fact, processing my refund request. I was told they cannot send out confirmation emails or anything to prove they sent the request. It is concerning that they are saying this entire process can take 4 to 6 months minimum when other student loan providers have a much quicker turnaround. I am concerned Mohela could not care less that their decision to ignore consumers is affecting individuals' lives. Account

My student loans were sold/transferred to Mohela as of 4/4. At that time, my two loans totaled $68,044.16. Since that time, I made every payment on time and in full until the Covid-related pause on student loan payments. That is approximately 117 on-time, complete payments of $498.78, for a total of $58,357.26. However, Mohela shows my current balance to be $64,422.43. My interest rate is 7%. So, I pulled a standard amortization table and modeled the interest rate (compounded daily) and the monthly payment. According to that amortization table, my balance should be no more than $53,667.70 at this point, which is a difference of $10,754.73. Since I have made every payment on-time (or early) and in full, then there is no way that $58,357.26 in payments can result in a reduction of only $3,621.73 of my principal balance. Over the past two weeks, I have requested a full payment history with all details from Mohela. I was required to request this via their website, which said that the information would be sent securely to me within 2-3 business days. That has not happened, even though I have requested it multiple times. Furthermore, I have tried to call Mohela's customer service number. Yesterday, the automated system said that it would take 173 MINUTES for a rep to join the call. 173 MINUTES! So, this morning I called again. The automated systems first said it would take nine minutes, then it said 22 minutes, and as of this very moment I have been on hold for 70 minutes (and counting). I have no way to reach Mohela to resolve this issue. I have no way to get a full documentation of my payment history and how my payments were applied. I have no way to know if Mohela has applied hidden fees or unauthorized charges to my loans. And, because of their horrific customer service, I have no way of even speaking with a representative. Mohela's website does not include any of the payment information, nor do they provide that on a monthly basis via email or regular mail.

I applied for the PSLF program almost 1 year ago. I was asked to provide 2 applications: one from my previous employer and one from my current employer. After submitting my applications to ***, I called them 90 days later for a follow-up. I was told that my previous employer *** was missing the employer signature. In addition, the *** customer service rep stated that it was not necessary that the employer completes the entire application over again, but that the employer could sign the document and I could simply resend the signature page. However, when I contacted *** 90 days later as another follow up, I was told by the *** customer rep that I was missing a page from the employer. This seemingly was the 2nd page that I was told I did not have to resubmit with the employer's signature page. The *** customer rep advised me to re-submit the signature page along with the original 2nd page of the application as nothing had changed from the 2nd page. *** has transferred my PSLF application to MOHELA who has mailed me a letter stating that I had missing information on my application, nonetheless, this is the signature page from *** that is not missing at all. This entity has failed to read the notes from *** and myself stating that this application contains both page 1 and 2 with the employer's signature. As I write this complaint, I have been placed on hold by a MOHELA's customer rep name *** for 3 hours. I called MOHELA on my second line and spoke with a customer rep name *** requesting to speak with a supervisor, in which I have been placed on hold for 45 minutes. I am currently on hold on 2 separate telephone lines with *** and *** from MOHELA. I have received both completed documents from *** and ***. I have complied with each customer service request. However, I am unable to obtain a resolution from MOHELA to get approved.

I have been with Mohela as my student loan provider since 2013. I do not remember my servicer prior to the March move, but I do remember that the Mohela move occured around that time. I recently applied for student loan forgiveness under the TEPSLF in March 2022 just shy of 10 years in federal employment. I heard absolutely nothing from Mohela until June 2022 when I was informed that I needed to wet sign my application. I resubmitted the same form deleting the digital signature for a wet one. Within this time Mohela took over the PSLF program and my account was finally updated and I was 12 payments short for forgiveness. Of those 12 payments, 9 needed employee certification.I called and was told that even though my application was process in August 2022, my qualifying payments that included employee certification stopped because the application was signed in March 2022. I didn't find out this information until after the TEPSLF deadline had passed. I decided to look closer at the qualifying count and noticed that from Aug 2011-May were accounted for and from April to present was accounted for but the payments between Jun 2012 and Feb 2013 were missing. I called to inquire about these 9 payments that would help put me over the threshold for forgiveness and was told the payments were approved but my account was still in review. There is no indication that my account is in review on the Mohela website and my application is listed as processed. When I asked how 9 months of payments were harder to update on my account than the 10.5 years of payments I have been making including directly after graduation when Mohela wasn't my servicer, I received no response. I know that under the TEPSLF I qualified for loan forgiveness but Mohela is refusing to update my account to reflect that. I have even reached out to my local Congress representatives and the White House. Mohela is refusing to update my account and it's frustrating because I've met the qualifications.

I have been a part of the PSLF program since graduating college. I have faithfully been submitting my employment certifications as the program dictated, and through *** I was met with prompt updates to my account reflecting those changes. Since my account has been transferred to Mohela, I have had nothing but headaches. I have yet to have my payment counts updated since the transfer. My first application (although signed off on by the same person in the same manner as the previous application that was approved through ***) was denied stating that it was not signed off on by an "authorized entity". I called and the rep pulled up both my current and previous (approved) application a match in everyway, except the dates submitted and assured me there should be no problem, but I would have to resubmit on my own and wait another 90 days for processing. Why should I have to wait when THEY are the ones mishandling applications? I resubmitted and only after came to realize that Mohela has ridiculously strict criteria for electronic signatures. Now, I was not told by ANYONE that was the reason for the denial, I wasn't told anything really, but it is the only thing that I can pinpoint as to why it would have been rejected. Regardless, while that payment count is still in the processing stage, I have reached my 120th payment and submitted with a "wet" signature to ensure that they have nothing to complain about this time. Only to be told that not only will my application take 90 days to process, but then I have to wait an ADDITIONAL 90 days for forgiveness of the loan. I have plans to open my own business and have been counting on being able to leave the public service industry in order to do so. Now I have been shackled and forced to wait a ridiculous amount of time while Mohela processes my application. Delays are one thing, but 6 months is completely unacceptable. 10 years is long enough! Those of us working in public service this long have done our part, do yours!

My student loans got sent to MOHELA in the last last 6 months. I have been unable to get the information I needed before the 10/31/2022 deadline. Before this deadline I had been on hold on the phone with MOHELA on 7 different occasions with hold times that ranged from 30+ to 90+ minutes and never was able to speak to anyone. But after the deadline was able to speak to a person in less then 10 minutes on 2 occasions where they told me I was too late and that they would try and fix the problem with my soc#. They never got me in their system and I have not been able to log into their website to this day. I am actually on hold again waiting to talk to someone who can verbally share my loan information as I wrote this. (70+ mins). I want MOHELA to take the time to look at my entire file and records going back sense I I first started paying on my students loans back in 2011 and not require me to resubmit everything again. I want them to acknowledge their mishandling of my file during this transition. I have been a Special Education Teacher for 17 years in a low income area and have been submitting paperwork from my employers sense 2011. But I have had 3 different employers during this time and would have to send them the proper documentation and wait until they send it back to resubmit. But I never could get MOHELA on the phone or get on to their website to confirm what I needed to send out to the 3 different employers. Now I am being told by my fellow teachers who have been forced on to MOHELA that they have had similar issues. This is wrong! I have spent most of my adult life in service to a very challenging population of students for $$ that is less then my brother who has a GED working at the local Saw Mill. This is a horrible situation for so many loans to get transferred at this time with such strict deadlines. I am still on hold now, supposedly I am waiting for a supervisor. Now over 80 minutes! It is criminal what MOHELA is doing. I have never regretted my career.

On January 14, 2023 I contacted MOHELA to discuss an issue with my PSLF ineligible payments as reflected on my payment tracker. After a one hour wait and hearing repetitive and useless information I was finally able to speak to a representative. At that time she took the required basic contact information and I confirmed what they had on file. After that I went on to explain my issue which was in response to a message I received from MOHELA that they claimed they couldn't resolve through email. I explained I felt my ineligible payments should be considered as eligible as I have been under PSLF for almost a decade and I was not in school during the payments they are considering under in school deferment. The lady, whose name wasn't clearly articulated, went on to place me on a series of hold for another hour. She said she couldn't find I was in school during [protected] which I then reiterated that I clearly wasn't and therefore why I was erroneously placed in that status for 12 consecutive months which is something that the PSLF rules of the new program will consider for eligibility. She then went on back and forth placing me on hold claiming she was looking into the issue and speaking to her supervisor about it. After a good while of her nonsense, she then claimed she had to hang up the call because it was taking a while to clear my payments and that her supervisor was claiming it wouldn't reflect right away anyways. I went on to ensure and clarify that I was eligible and what was my confirmation # for the issue to be cleared. She said there was no confirmation # but that it would be reflected in a couple of days but I also needed to submit employment verification to count the ones that hadn't been verified. I stated I would do so and again confirmed that everything was okay to move forward. She said yes and the call was disconnected. I call back 1/20/23 and all information above was not reflected on my record and she lied with what she explained to me. This is unacceptable.

My daughter applied for a student loan refinance with ***. We found out later Mohela serviced the loan, this was not disclosed at the time. We applied in July and she was about to go back to school full time to begin a graduate degree program at an accredited university. *** agents on multiple occasions told us the loan would qualify for full deferment, including interest, once she began the full time program in the fall and completed the deferment form. Since she didn't start for 2 months, she completed paperwork without the deferment. That form had a clause saying interest would be due during deferment, but the agent said that's because the program hadn't begun. In the fall, my daughter completed the deferment paperwork. In January, we received notification from Mohela that interest was due. I called them and was told that is what we agreed to with ***. So I called *** and their agent told me that the loan should have full deferment including deferment of interest. This agent confirmed the answer with their supervisor. Then I called Mohela back and shared this information. They disagreed so together Mohela and I called *** to ask the same question. Once again, *** told me (with the Mohela agent listening) that we qualified for full deferment. The Mohela agent asked for the supervisor to confirm which she did. I stayed on the line with Mohela and was passed to another level of management. This man told me he'd not had this answer before and had to research it but would call me back that day. He never called. Later I received an email from a *** manager to set up a meeting. I emailed back with a different time, and then emailed for 2 more business days but they were out of the office. So I called Mohela again and was told we still owed the interest, and they transferred me to ***. At *** this time I was passed to a supervisor or 2 levels up and told their agents all had misinformed me and that I needed to pay the interest despite multiple agents of the company telling me the exact opposite.

I submitted an application for the *** on January 31,2022. I uploaded my past and current employer. My current employer wasn't coming up under the database online, so I had to enter my current employer manually. I have been employed with a governmental organization since March. I was told that I needed to provide documentation from my current employer stating that they are a governmental organization and that they are tax exempt. I provided this information in February 2022. My student loans were transferred from Navient to Mohela and I have been given the run around every since. I have been constantly calling Mohela and have been placed on hold for hours before being able to speak with a representative. After finally being able to speak to a rep, I was told back in May that my current employer had been verified as being a eligible employer, but after receiving my letter from Mohela it stated that I am eligible for 111 payments but I have only been approved 7 payments and that 104 payments need employment certification. So, I contacted Mohela again after receiving my letter and told the rep that I was told back in May 2022 that my employer had been verified as a governmental agency. I was told by the rep that it had not been verified and that it is still being processed and it can take up to 90 days. I called back in October 2022 and was still told the same thing. I called back today, 1/1/2023 and I was told by the rep that it's still being processed and that it takes 90 business days. At this point I'm irritated because you have to listen to a million prompts before even being transferred to the department you're needing. Then you have to wait on hold for hours before getting a rep on the phone. So, I finally had a lady to pick up today and after she told me that it was still being processed, I demanded to speak with a supervisor because I wanted to make a complaint because I feel like my case is not being handled seriously and that I'm being given the run around. She placed me on hold for a while and finally came back to the phone and said that she was transferring me over to her supervisor. That was over an hour and seven minutes ago and I'm still on hold waiting for a supervisor to pick up. This is absolutely ridiculous! No one should have to file a complaint in order to be taken serious. I have about 5 coworkers who have been told the same thing that I have been told. It should not take this long to verify an employer. It has been almost a whole year. I feel that all governmental organizations should be updated in the student loans.gov database so no one have to go through this and wait this long. At this point I should be close to having 120 eligible payments in order for my students loans to be forgiven. My Mohela account number is ***.

In October I heard the great news that I may be eligible for public student loan forgiveness under the waiver. I promptly applied. I was told I need to consolidate to direct loans and I did. 11/24 I got word that my loans were consolidated. 11/29, I resubmitted my PSFL application with my direct loans as I was told I needed to do. 12/13 I was notified that my loans were actually paid in full by consolidation. I waited and I waited- then I decided to call and wait hours. Every time I called ***- I would wait for 1-2 hours to talk to someone who would tell me they could not help me and they would transfer me again and I have waited up to 3 hours to speak with someone multiple times. After speaking with someone I was told that there was a clerical error and the my application had not been attended to after the loan consolidation but it was getting put to the "top of the que". I was so frustrated because I had lost months. 4/13/2022 I was told that my payment count was 119. I dont know how they count them but whatever... I was close enough and instead of fighting I just decided to save myself the trouble and wait another month. 6/3/2022 I got notification that my payment count was now 118. No idea how it actually decreased 2 months later. In between my notifications I would call 1 time a week on average and wait hours to be told no news and nobody could help me. 08/2022 I submitted a new employment verification to hopefully satisfy the 120 payments. 08/4/2022 I got a letter saying my form was missing information and that the signature on my form from my employer was not acceptable. I got a new form, contacted HR and had them fill out the form again and submitted it. 08/11/2022 I got notification that they would review my updated application. Because of my issues in the past, I once again called to make sure they had EVERYTHING they needed. I was told that it was their mistake and that the signature on the form was acceptable. 08/25/2022 I , once again got notification that "the authorized official listed does not appear eligible to certify employment". What? I once again reapplied with a new signature 08/29/2022- I got notification that my eligible payments were 120 but qualifying were 112. I called to check because I had resubmitted paperwork and my dates should have pushed me over 120. I was told there was another clerical error but they would expedite re evaluating. I, once again got something saying my payment count was 112. 2 days later I was notified that my loans were being transferred to Mohela. REALLY?!?! 10/5/2022 was when my loans were supposed to be available for me to view with Mohela. They werent. I waited a few more days and they were. I resubmitted my application just to make sure Mohela had everything they needed. I called and was told that they had what they needed and I should just wait for them to be reviewed. 11/3/2022 still had not heard anything so I called Mohela with minimal difficulty reaching a human. This person told me that the signature on my application was not valid as it looked to be electronic. At this point, this feels like a huge joke. I have jumped through hoops and scaled red tape to no avail. This is unacceptable.